Manish Mishra

Senior Business Process SME
Current Company — Nov 2019 – Jan 2025

Project 1: McKesson (Order to Cash - Accounts Receivable)

• Managed chargeback process for McKesson project, ensuring accurate tracking, resolution, and timely communication with clients.
• Conducted daily client meetings to review progress, address concerns, and provide updates on open chargeback issues.
• Prepared and analyzed aging reports on a daily, weekly, and monthly basis, identifying potential risks and bottlenecks in accounts receivable cycle.
• Led training and onboarding of new team members, providing guidance on chargeback procedures, reporting, and client interaction.
• Ensured data accuracy in SAP ERP system for Order to Cash process, maintaining integrity of financial records and client account information.
• Delivered actionable insights to management through detailed weekly/monthly performance reports, highlighting key trends and areas for process improvement.

Project 2: VEOLIA (Contract Creation & Management)

• Spearheaded contract creation process using SAP ERP and Salesforce, handling contract renewals, material additions, price changes, and contract extensions.
• Managed a team of junior staff, overseeing their daily operations and ensuring timely and accurate creation and management of contracts.
• Improved contract processing efficiency by optimizing workflows, leading to a 30% increase in overall team productivity.
• Responsible for contract data integrity, ensuring all records in SAP ERP system are up-to-date and align with business requirements.
• Provided strategic input into contract lifecycle management, driving improvements in contract creation timelines and reducing errors.
• Used Salesforce, SAP ERP, and Citrix to streamline communication and ensure seamless execution of contract management tasks.
• Oversaw end-to-end contract lifecycle, from creation to closure, ensuring compliance with contractual terms and conditions.
• Provided regular management reports detailing contract creation performance, identified trends, and made recommendations for process enhancements.

Key Tools & Technologies:

• SAP ERP (End User), Salesforce, AWS, Outlook, Citrix
• Order to Cash (O2C), Accounts Receivable, Chargeback Management
• Contract Creation, Contract Renewal, Material Management, Price Change

Finance and Accounts (Reconciliation) - CITI Bank
Key Responsibilities:

• Prepared and monitored monthly reconciliation for multiple CITI Bank branches, ensuring accuracy in general ledger accounts.
• Conducted manual matching and research of open items using Frontier and other tools, resolving discrepancies efficiently.
• Ensured non-ageing of items, following up with branches and teams to resolve unmatched items in a timely manner.
• Managed client escalations, ensured adherence to TAT commitments, and maintained quality standards through consistent monitoring.
• Led daily calls with operations teams, providing updates on reconciliation status and addressing open issues.

Banking and Cards (Disputes & Chargeback) - USAA
Key Responsibilities:

• Evaluated disputes and processed chargebacks for USAA customers, ensuring compliance with chargeback cycle and transaction protocols.
• Applied detailed knowledge of transaction cycles and payment modes, ensuring accurate dispute resolutions.
• Identified and segregated fraudulent transactions, prioritizing investigations and timely escalations for resolution.
• Collaborated with clients to provide clear dispute status updates, maintaining transparency and ensuring resolution within SLAs.
• Monitored and documented all chargeback activities, ensuring accurate reporting and compliance with USAA standards.

Quality and Reporting Analyst - USAA
Key Responsibilities:

• Interacted with clients via net meetings and email to provide updates on issues raised and receive feedback.
• Worked on confidential projects under BCP guidelines, ensuring data integrity and compliance with reporting standards.
• Managed client escalations, tracked daily updates, and ensured timely resolution of all issues.
• Conducted quality checks on ongoing projects and reporting activities, ensuring adherence to USAA quality standards.
• Collaborated with internal teams to improve quality assurance processes, ensuring high standards of client satisfaction.

Skills & Tools:

• SAP ERP, Frontier, Salesforce, MS Excel (Advanced)
• Chargeback Processing, Transaction Cycle, Reconciliation, Client Communication, Quality Monitoring