Mayank Batra
Noida
Summary
- Results-driven Order Management Subject Matter Expert with 8+ years in end-to-end order-to-cash operations. Led high-performing teams in order processing, exception handling, and fulfilment coordination while ensuring compliance with SLAs and quality standards. Managed escalations and optimized workflows, fostering collaboration across supply chain, finance, and customer service to exceed performance targets.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
Subject Matter Expert (Specialist)
Marsh McLennan
Noida, India
11.2022 - Current
- Managed end-to-end supplier lifecycle, including sourcing, contracting, and ongoing supplier performance management.
- Ensured adherence to legal, regulatory, and internal company requirements across all order and supplier management activities.
- Utilised the CPSM (Client Participation and Service Management) tool for service order creation, contact setup, contract amendments, and compliance tracking.
- Used CPSM as an equivalent to SAP/Oracle skill mapping to support order processing, data accuracy, and system integrity.
- Collaborated closely with consultants, sales teams, and clients to address issues, resolve escalations, and support smooth service delivery.
- Evaluated order management processes to identify opportunities for improvement, standardisation, and streamlining.
- Supported initiatives to reduce errors, shorten cycle times, and enhance overall customer satisfaction.
- Monitored order status and provided timely progress updates to stakeholders across the organisation.
- Managed client access setup and maintenance for TRS surveys across various APAC and EMEA countries based on specific client requirements.
Senior Analyst
PayTM First Games
Noida, India
07.2020 - 10.2022
- Led day-to-day operations for Paytm First Games’ real-money gaming transactions across Rummy, Fantasy, and Poker, ensuring accurate handling of game credits, payouts, disputes, and refunds.
- Coordinated with product, engineering, and payments/finance teams to identify, analyse, and resolve platform issues, with a focus on edge-case transactions and partner settlements.
- Created, updated, and maintained SOPs for order management systems, billing tools, wallet integrations, and escalation workflows to standardise processes and reduce errors.
- Delivered training and onboarding for new team members, ensuring consistent understanding of order lifecycle processes, tools, and escalation standards.
- Applied deep process expertise across the entire gaming order lifecycle (credits, debits, payouts, refunds, cancellations, and voucher issuance) to resolve complex transaction mismatches and system discrepancies.
- Acted as an escalation point for critical operational issues, performing detailed root-cause analysis and coordinating cross-functional resolutions to restore normal operations.
Analyst
Travel Triangle
Gurugram, India
05.2019 - 06.2020
- Provided subject-matter expertise on end-to-end holiday home booking processes, from initial inquiry to final confirmation, ensuring adherence to internal policies, operational guidelines, and best practices.
- Managed system operations and CRM tools to track inquiries, update booking status, and maintain accurate customer, and supplier records.
- Coordinated with suppliers and internal teams to support smooth booking facilitation and address process-related queries.
- Handled complex case escalations involving booking discrepancies, delayed confirmations, refunds, and post-booking service issues.
- Investigated root causes of escalated cases, coordinated resolutions with relevant stakeholders, and ensured timely communication to customers.
- Led onboarding and ongoing training sessions for team members on booking processes, tools, and policies.
- Created and maintained FAQs, standard operating procedures (SOPs), and process documentation to support consistent knowledge sharing and operational efficiency.
Associate
Net2Source
Noida, India
10.2017 - 04.2019
- Conducted detailed client and stakeholder walkthroughs to capture business requirements for workforce solutions.
- Advised on system configuration options, ensuring alignment between client needs, internal processes, and platform capabilities.
- Mapped system workflows and data flows to support accurate integration touchpoints across tools and applications.
- Collaborated with stakeholders to clarify functional and technical requirements, and document solution designs.
- Analysed end-to-end order flows to identify process bottlenecks, gaps, and areas for optimisation.
- Recommended automation opportunities and design enhancements to improve efficiency, accuracy, and scalability in staffing operations.
Education
Engineering
Amity University (DIT)
Greater Noida 07.2012 - 06.2016
Certification
Udemy & Cetpa
IndiaSkills
- Supplier management
- Contract negotiation
- Order processing
- Compliance tracking
- Data analysis
- Customer satisfaction
- Stakeholder communication
- Customer focus
- Leadership skills
Languages
English
Proficient
C2
Hindi
Proficient
C2
Timeline
Subject Matter Expert (Specialist)
Marsh McLennan
11.2022 - Current
Senior Analyst
PayTM First Games
07.2020 - 10.2022
Analyst
Travel Triangle
05.2019 - 06.2020
Associate
Net2Source
10.2017 - 04.2019
Engineering
Amity University (DIT)
07.2012 - 06.2016
Certification
Udemy & Cetpa