Senior Group Manager/ AVP – Finance Operations (April 2023 – Present)

• Leading Finance & Accounting (F&A) Operations for a North American industrial gas provider, overseeing 90+ team members across essential F&A functions (OTC, CTC, Customer Service, PTP, RTR).
• Supervising service execution and performance metrics, ensuring compliance with contractual obligations and implementing strategies for operational improvement.
• Analyzing business performance through SLA reporting and demand forecasting, aligning KPIs with organizational goals.
• Enhancing client relationships by monitoring customer satisfaction (VOC scores), conducting business reviews, and identifying growth opportunities.
• Drove process automation & digital transformation using Lean Six Sigma, RPA (Automation Anywhere), Low-code/No-code tools, and optimizing platforms like SAP, Oracle, COUPA, and Power BI.
• Managing workforce planning and talent development, coaching teams and fostering a high-performance culture.
• Executing enterprise-wide initiatives, including business continuity planning, regulatory compliance, and quality assurance to ensure service excellence.
• Developing strategic action plans to optimize workflows, enhance reporting capabilities, and modernize technology infrastructures.
• Implementing data-driven decision-making processes by leveraging analytics tools to track performance metrics and drive continuous improvement across operations.
• Facilitating cross-functional collaboration between departments to streamline processes, enhance communication, and improve overall service delivery.
• Developing training programs to enhance team capabilities and ensure alignment with industry best practices and organizational goals.
• Driving customer-centric initiatives by gathering and analyzing feedback, resulting in actionable insights to enhance service offerings and improve client satisfaction.
• Leading change management efforts to foster adaptability and resilience within the team, ensuring smooth transitions during process improvements and technology upgrades.

Tower Lead – Accounts Receivables (OTC) (Feb 2020 – April 2023)

• Led OTC, CTC, and Customer Service operations for North America’s top industrial gases manufacturer, successfully transitioning functions from a Manila-based center.
• Managed order processing, including entry, validation, credit assessments, compliance checks, and tax calculations, while tracking customer inquiries through various channels.
• Optimized customer data management, ensuring seamless customer onboarding, profile updates, site creation, and contact maintenance in ERP systems.
• Resolved claims and returns, addressing customer issues related to billing, logistics, and quality, while collaborating with internal teams for effective solutions.
• Directed OTC workflows, including credit refunds, invoice adjustments, chargeback handling, and bulk billing in English and French.
• Orchestrated CTC activities, overseeing cash reconciliation, collections, POS settlements, lockbox reporting, and ledger accuracy, while improving accounts receivable efficiencies and reducing outstanding debts.
• Governed cash application processes, ensuring timely reconciliation of ACH transactions, checks, and bank receipts across multiple accounts.
• Established quality assurance and SLA governance, driving process standardization and compliance for high-accuracy transactional execution.
• Facilitated stakeholder alignment, leading weekly, monthly, and quarterly business reviews to streamline operations and enhance service delivery.
• Led process optimization initiatives, managing month-end financial close, ISO compliance, and audit readiness for seamless reporting.
• Developed team performance through evaluations and training, supporting Cforia tool implementation for cash application and collections.
• Strategized and led end-to-end Accounts Receivable (A/R) operations, ensuring timely invoicing, collections, dispute resolution, and cash applications.
• Implemented credit risk assessment frameworks, analyzing customer creditworthiness to minimize bad debts and optimize cash flow.
• Developed and enforced collection strategies, leveraging automation, predictive analytics, and workflow optimization to improve DSO and reduce overdue receivables.
• Strengthened internal controls for cash applications, ensuring accurate allocation of payments, handling unapplied cash, and resolving misdirected payments.
• Monitored A/R aging reports, proactively addressing delinquencies and negotiating payment plans with high-risk accounts to enhance recoveries.

• Managed Order-to-Cash operations for a leading North American ambulance service, overseeing a 60-member team with 4 Assistant Managers and 5 Team Leads.
• Handled revenue cycle tasks, including Pre-Bill, customer verification, medical coding, billing, invoicing, and payment posting (Check & ACH).
• Led process transitions by creating As-Is and To-Be process maps with onshore SMEs and conducting knowledge acquisition in Miami and Detroit.
• Executed Offshore Knowledge Transfer (KT) plans with comprehensive training and hands-on system sessions.
• Managed the Ramp-Up phase to ensure system access and conducted live audits, achieving 100% go-live for in-scope activities with 100% transaction audits through the maker-checker process.
• Optimized revenue cycle efficiency by implementing process improvements, reducing billing errors, and improving cash flow management.
• Enhanced compliance and accuracy by ensuring adherence to HIPAA, insurance regulations, and medical coding standards (ICD-10, CPT, HCPCS).

Accounts Receivable (OTC) Manager (April, 2013 – December, 2018)

• Oversaw Accounts Receivable Processes for North America’s leading Emergency Roadside Assistance Provider, handling Order-to-Cash operations, including customer data management, credit adjustments, billing resolutions, chargebacks, check reversals, and payment allocations.
• Ensured efficient and precise transaction processing, adhering to service level standards while analyzing inflow trends for workload planning.
• Addressed client and customer concerns, providing prompt resolutions, root cause analysis, and preventive strategies to enhance service experience.
• Facilitated daily coordination meetings with onshore teams to review progress, resolve issues, and ensure adherence to company and regulatory policies.
• Managed core operational activities, including team engagement, performance evaluations, and process optimization initiatives.
• Compiled and presented strategic governance reports to stakeholders, outlining key insights, operational efficiencies, and areas for improvement.
• Enhanced workflow efficiency by spearheading automation projects, implementing best practices, and aligning with ISO standards and VSM methodologies.
• Led month-end reconciliation, ensuring accurate financial reporting, payment application, and resolution of outstanding account discrepancies.
• Developed and implemented strategies to streamline the Order-to-Cash cycle, reducing processing times and improving cash flow management.
• Analyzed accounts receivable aging reports to identify overdue accounts, coordinating collection efforts to minimize delinquency and optimize working capital.
• Established KPIs for the accounts receivable team, regularly monitoring performance metrics to drive improvements in efficiency and accuracy.

Quality Auditor (September, 2011 – March, 2013)

• Developed Quality Plans for Accounts Receivable, including sample methodology, calibration criteria, root cause analysis, and corrective measures.
• Created QC opportunity lists categorizing activities by fatal and non-fatal errors, and designed visual aids for process flows and SLA reporting.
• Conducted internal and external calibration exercises, scheduled training sessions to address knowledge gaps, and audited OTC transactions and billing calls for compliance.
• Led process improvement initiatives such as FMEA, RCA, and Value Stream Mapping to enhance efficiency and reduce non-value-added activities.
• Managed the CCRP (Customer Comebacks/Compliments) mailbox for validation and RCA, while maintaining and updating DPMs and Quality Plans.

Green Belt Certified – Cash Application Optimization (July, 2024 – October, 2024)

• Existing Process Challenges:

  • Handled 80,000+ emails/month in the Cash Application mailbox (Zoho), requiring manual review for remittance identification and data entry into SharePoint and tracking files.
  • Processed unapplied/partially applied payments through manual verification against physical remittance copies.

• Optimized Solution:

  • Enabled direct Zoho access for the Cash Application team to eliminate manual email reviews.
  • Designed and implemented an automated workflow to streamline remittance identification, extraction, and processing.
  • Established a structured unapplied cash resolution process with daily, weekly, and monthly reviews for timely payment reconciliation.

• Key Business Impact:

  • Boosted operational efficiency by reducing manual efforts and accelerating remittance processing.
  • Enhanced accuracy by automating data entry and validation, minimizing human error.
  • Improved financial visibility with real-time tracking of remittance status and reduced operational costs.

Remote Transition – Manila Shared Service Center (February, 2020 – April, 2020)

• Successfully transitioned operations remotely from the Manila Shared Service Center amid the pandemic.
• Led the end-to-end migration, including remote knowledge transfer (KT), SOP development, proof of concept (POC), ramp-up, hypercare, and go-live.
• Ensured 100% SLA compliance post-transition, maintaining business continuity.

Blackline Implementation – Onshore (San Francisco) (August, 2018)

• Certified in the Blackline Reconciliation Tool, providing strategic input on sub-ledger AR reconciliations to configure auto-reconciliation rules.
• Assessed payment channels (refunds, ACH failures, bank charges, chargebacks) for seamless transaction processing.
• Led the restructuring and merging of bank accounts to improve reconciliation efficiency.

AR Billing System Migration – Onsite (San Francisco) (April, 2016)

• Partnered with development teams to design a new billing system and execute a customer migration strategy.
• Conducted user acceptance testing (UAT), systems integration, process stabilization, and exception handling.

Yellow Belt Project – Process Optimization (September, 2014)

• Addressed a 500% surge in inbound call volumes due to system changes by conducting a root cause analysis and segmenting call types.
• Proposed IT enhancements, initiated targeted training programs (onshore/offshore), and developed ready reckoners to bridge knowledge gaps.
• Achieved 15 FTE reductions, delivering $50,000 in incremental savings through process reengineering.