Pradeep Raturi

Experience

• 

  MetLife GOSC

  Dec 2009 - Nov 2014

  Senior Associate - Planning & Reporting

  • Provided IT administrative support and various web based application accesses to the onshore team.• Managed complete application access granting cycle for the onshore new hires/existing employee.• Identifying the customer needs and preparing insurance proposal i.e. Life, Dental, Disability etc. • Maintaining customer and insurance related critical database; share with the underwriters on timely manner.• Validating the insurance applications, and approve/deny.• Performing reconciliation and handling billing discrepancies on customer accounts to determine the payment discrepancies. Show less

• 

  Mercer

  Nov 2014 - Sept 2021

  • Managed Order to Cash (OTC) operations and leading a Team of 14 colleagues.• Monitored and helped team to meet the targets within the agreed SLA/KPIs with business.• Prepared and presented process performance during business review with stakeholders.• Collaborating with multiple teams to improve and smoothen the service delivery.• Engaged with multiple Global Project Teams from Product Planning phase till Product Delivery cycle.• Managed critical business projects such as CPSM (Client Participation Survey Management), Mercer Data Connector (MDC), GPOS (Global Product Ordering System) and WIN Survey warehouse tools transformation and implementation. Show less • Transitioned Order Management complex business and key activities from EMEA and Americas locations.• Extensively involved in Process Documentation, SOP creation and Sign-offs from the business partners and stakeholders.• Trained and certified a new batch of 10 colleagues before piloting the Process in 2017• Reviewed the process performance time to time and worked with stakeholders to meet business expectations.• Monitored and helped team to meet the targets within the agreed SLA/KPIs with business.• Acting as a main point of contact for Mercer consultants, engagement managers and internal teams producing salary surveys around the world;• Coordinating and monitoring distribution process, ensuring clients receive all necessary documentation, support and access to the results;• Administration activities such as tracking and communicating global timelines;• Maintaining and updating internal databases and online systems;• Analyzing and consolidating the information and reports coming from all regions Show less ● Managed end to end Order Fulfilment activities in O2C Process.● Responsible for recognizing Revenue, Order booking and Fulfilment activities.● Coordinated with Sales consultants, Account Managers, Operations Planning Managers, Product Owners to understand and deliver the products on time.● Subject Matter Expert and responsible for end to end interrelated activities of invoices and Accounts Receivable transactions.● Ensure that the necessary guidelines are complied with and necessary documents are maintained as applicable for all day-to-day processes.● Verifying that transactions comply with financial policies and procedures.● Deliver quality customer service by responding quickly, effectively and professionally to multiple locations onshore team of North America (United States& Canada) and Latin America (Argentina, Mexico, Brazil, Chile& Colombia).● Sending invoice to clients for payment.● Follow up for outstanding payment from clients based on ageing.● Analyze and research all discrepancies/ open items and resolve any queries relating to payments.● Validate revenue recognition and do reconciliation before month end Closing.● Validate Purchase order / License agreement, Tax Information for invoice and raise invoice within agreed timelines.● Handling client queries related to invoice (Payment, Address Modify, PO# updated, contact person change and some other product related query) received in service now and resolve them ASAP.● Processing Credit Note requests sent by clients and making refund for the same.● Responsible for audit of credit note and do the RCA for the same to reduce credit note processing.● Proactively Escalate issues that require intervention/ clarification from senior leadership.● Customer database management in oracle.● Responsible for handling team queries and any onshore escalation.Tools Used: Outlook, imercer-Admin, Power BI, Oracle (GPOS), Cognos, WinSCP, MS- Office, Zoom, Workday and Service Now. Show less

  • Team Manager

    Apr 2019 - Sept 2021

  • Assistant Manager

    Feb 2017 - Mar 2019

  • Process Champion

    Nov 2014 - Jan 2017
• 

  Rockwell Automation

  Sept 2021 - now

  Team Lead - Supply Chain Business Operations

  • Leading Global Supply Chain Business Operation team with average span of 14 FTEs, covering all 4 regions (NA,LA, EMEA & AP).• Focused on business expansion throughout all regions via Business Transition and Optimization to create bandwidth to attract more business opportunities.• Continuously achieved Service Level Agreement (SLA) and productivity metrics for CustomerCare – EMEA, Asia Pacific, US & Canada. Ensured average (TAT 96% and Quality 98% )SLA across processes.• Drove productivity goals across team. Multiple Lean Six Sigma and Continuous ImprovementProjects resulted in soft savings > $ 5K.• Driving Supply Chain Business Transformation projects via Winshuttle, RPA and Celonis.• Improved skill level of team members by 35%, by developing cross-training plans and ensuringimplementation.• Performance Review, Team development & Succession Planning, helped develop team members from Specialist toSenior and Lead Specialist roles.• Coached team members in customer service techniques, providing regular feedback andencouragement.• Involved in end to end Hiring Process from screening till Onboarding new employees. Show less