Mahesh Kunnumpurath
CoE & Operations Lead, OTC GPO, Account Management
London
Summary
Highly accomplished business leader with over 18 years of proven expertise in managing outsourced operations, specializing in client account management, business development, and delivering exceptional contractual and operational results. Skilled in developing innovative automation tools and implementing critical business analysis strategies to exceed operational, training, and transition standards. Equipped with strong financial acumen to optimize complex projects and enhance client-service contracts' profitability. A visionary communicator with a robust ability to build strong customer relationships, foster stakeholder engagement, and drive employee training and development for sustainable success.
Overview
21
21
years of professional experience
Work History
Area Manager - Business Development & Operations
SPS Global UK&I
05.2023 - Current
- Developed strong relationships with clients, leading to increased customer satisfaction and repeat business.
- NPS of 84, 100% renewal on existing contracts and add-on targets over achieved at 180%
- Improved overall efficiency by identifying areas in need of improvement and implementing necessary changes.
- Led a team of 87 FTEs with annual revenues of £40Mn+. Achieved Process improvements with automation (OCR & AI) leading to cost reductions by 20% in client businesses.
CoE Global Development Lead
RS Components
02.2022 - 05.2023
- Created standardised framework to be applied globally for multiple Brands & Workstream (PTP & OTC) integrations within GBS- this also helped identify process improvements & automation opportunities
- Process re-engineering achieved for E2E Global Order Management including changes to upstream functions
- Defined and created OTC function within a newly acquired business- including credit management policies, intelligent AR management automation tool and efficient data analytics
- Offshoring strategy design - including setting up offshore locations in Europe & China for cost effective operations while improving process quality and customer effective outcomes
- Led a Project to improve Debt collections in Americas including process improvements, RPA/Automation, Data analytics and Effective team management principles. End result achieved with 60% higher DSO and 20% Headcount reduction
General Manager
Accenture Solutions P Ltd
12.2017 - 07.2021
- Learning & knowledge management lead for 17 transitions spanning 6000+ employees across multiple Industries & Domains (F&A, HRO & Insurance)
- Lead the overall Northern Europe OTC operations as a GPO & Operations lead collaborating with 550+ employees across six delivery centres improving the overall cash position within the org
- GBS liaison to identify & implement process improvements & automation opportunities- including implementing standard processes globally
- Organized budgets, oversaw P&Ls and achieved margin targets consistently to stay on track with growth plans
- Reduced costs, managed delivery schedules and performed risk analysis to improve overall profitability
Manager of Operations
Accenture Solutions P Ltd
06.2014 - 12.2017
- Accountable for E2E critical staff recruitment lifecycle & performance management for OTC contact centre operations from training, transition, nesting and boarding.
- Responsible to deliver SLAs & KPIs based on contractual targets while maintaining task accuracy & team member motivation
- Devised processes to boost long-term business success and increase profit levels
Assistant Manager
Accenture Solutions P Ltd
12.2012 - 06.2014
- Oversaw team of 200+ members in Motor Insurance policy admin activities and help deliver contractual metrics
- Reinforced business processing protocols across two operational sites while promoting strong service level management through accurate feedback mechanisms.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service
Multiple Positions- Operative to Team Leader
Accenture Solutions P Ltd
08.2004 - 12.2012
- Supervised Subject Matter Experts (SMEs) product and services orientations to newly-hired employees, side-by-side analyzing tenured members' production outcomes.
- Recognized employee performance through appropriate rewards and benefit management initiatives, resulting in half yearly & annual appraisals.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
Education
Bachelor of Science - Physics
Christ College
07.2001 - 2004.06
Skills
Operations management
Operational Excellence
Strategic Business Development
Streamlined Knowledge Transition Processes
Financial Planning Expertise
Project Execution Management
Accomplishments
- 17 complex transitions spanning 6000+ resources- Unique Knowledge Management initiative led to 'Bronze' in 2020 Brandon Hall awards
- 550+ team members handling ledger of $900 million
- Bespoke tool developed using RPA & AI improved the general ledger collections by 30% (~$200 million) and Disputes Day Outstanding (DDO) from 17.6 days to 6.8 days
- Hypercare recovery following ransomware attack leading to ~$900Mn debt collections within 4 months to maintain year end client P&L
- Introduced the Next Gen BPO projects within the Motor Insurance-Retail operations generating more than $600,000 budget allowance.
Additional Information
Functional & Domain Expertise
- F&A- Order to Cash: Credit Control & Disputes Management, Billing, Cash Application and Order Management
- Contact Centre management
- Motor Insurance
- Solution Validation & Responding to RFPs
- Knowledge transition (E2E project planning & implementation)
- L&PD identification & creation
- GBS management
- Process improvement & Automation
Industry Expertise
- P&C Insurance
- Shipping & Logistics
Timeline
Area Manager - Business Development & Operations
SPS Global UK&I
05.2023 - Current
CoE Global Development Lead
RS Components
02.2022 - 05.2023
General Manager
Accenture Solutions P Ltd
12.2017 - 07.2021
Manager of Operations
Accenture Solutions P Ltd
06.2014 - 12.2017
Assistant Manager
Accenture Solutions P Ltd
12.2012 - 06.2014
Multiple Positions- Operative to Team Leader
Accenture Solutions P Ltd
08.2004 - 12.2012
Bachelor of Science - Physics
Christ College
07.2001 - 2004.06
Similar Profiles
FRENKA KAPOORFRENKA KAPOOR
Merchandiser at SPS Global Buying HouseMerchandiser at SPS Global Buying House
Ruthra MourouganeRuthra Mourougane
CS Internet Associate at Sutherland Global Services- Amazon SPSCS Internet Associate at Sutherland Global Services- Amazon SPS
Tiffany SmallsTiffany Smalls
Client Service Associate at SPS GlobalClient Service Associate at SPS Global