Ankit Thapa

Experience

• 

  Global Vantedge India

  Oct 2006 - Jun 2008

  Senior Associate

  Handling outbound collection calls for financial institutions (Mitsubishi Motors & Southeast Toyota)Maintaining high quality first time call resolution. Encouraging best practiceGenerating MIS report on daily basis.Handling consumer who have broken their arrangement to pay.Taking supervisory calls in absence of management.Maintaining hygiene on calls.

• 

  IQor

  Feb 2010 - Sept 2014

  Team Leader

  Client services Specialist from June 2011- January 2012 -Point of contact for clients for any discrepancies -Taking care of daily, weekly and monthly remit -Handling ad hoc enquiries from clients -Relationship building with clientsTeam leader from February 2012 – November 2013 -Identifying training needs for the team and talking to them in one on one session, ensuring consistency for bottom performers -Acting as SPOC for knowledge bank -Attending escalation calls -Creating dialer and mainframe ID for new hires -Taking Pre-shift huddle everyday, which includes sharing updates, previous day’s team performance and discussing common errors -Focusing on managing team to achieve their individual potential, sharing knowledge and experience and providing assistance on referred issues -Publish month end report for the Third Party PortfolioTeam Leader Accounts Payable for (Ford Motors Process) November 2013 – September 2014 -Generation of Purchase order through FitraQ -Processing of Purchase order stuck in exception -Setting a call with clients for progress update -Tracking packages through DHL and updating status of shipment Show less

• 

  MetLife

  Sept 2014 - now

  - Expertise in resolving procurement and invoicing related queries by coordinating with Line of Business, Vendors and Accounts Payable Team- Establish and optimized procurement strategy ensuring alignment with business goals- Creating Ariba contracts requests for documents execution process- Gathering requirements to forecast upcoming maintenance/software renewals for timely allocation- Build cross-functional relationships with finance and risk enablement team for smooth execution of planned initiatives- Hands-on experience in procurement cost optimization across a variety of product lines like IT Software/Services, Professional Services and Office supplies etc.- Develop a winning, engaged Global Shared Services Team through skill mapping, training, talent upskilling, in-house buffer creation, attrition control- Partnered with Commodity Leads by providing various spend analysis, supplier due diligence report, risk assessment status and open PO status for various categories- Identify and manage gap in S2P process and share observations with stakeholders Show less - Supervising sourcing deals timelines thought strong reporting and daily briefing thus ensuring zero/minimum delay- Collaborating with various lines of business for timely execution/renewal of services - Liaison with risk partners to conduct various risk assessment for new engagements- Formulating reports for procurement buyers to have a line clear of sight of all the pending requisition in Ariba (Downstream)- Partner with Accounts Payable to resolve vendor payment issues & work on Matched Exceptions- Track and monitor Adherence to global procurement policies- Maintaining Project plans and manage supplier’s performance basis the risk evaluated - Resolve issues pertaining to product and services by assigning clear responsibility and deadlines- Maintain SOX supplier’s documents to ensure process is complaint to all audit requirements Show less - Monthly connect with Stake holders and discussing ongoing issues and how to resolve them- Evaluating areas of improvements for achieving higher customer satisfaction- Generating weekly and monthly dashboard for processes- Working and evaluating root cause analysis- Providing support to the team by acting as the first line of escalation of customer related queries to accomplish the goal of providing exceptional customer experience- Conducting one-o-one with team members on area of opportunities for continues improvement Show less

  • Manager of Operations

    Jul 2023 - now

  • Unit Manager

    Mar 2020 - Jul 2023

  • Assistant Manager

    Sept 2016 - Feb 2020

  • Team Lead

    Sept 2014 - Oct 2016