Mukesh K. Sharma
Manager Operations & Process Transformation @Accenture in India
Signup · Get unlimited contacts
WORK HISTORY
Manager Operations & Process Transformation @Accenture in India
Navi Mumbai, IN
Key Responsibilities – Manager – Operations & Process Transformation | Mumbai Location)• Led end-to-end operations management (24 FTE) across workflows, Order-to-Cash (OTC), billing, and service delivery functions, ensuring seamless execution aligned to business strategy.• Managed OTC operations for Pharmacy & Insurance processes, including Pharmacy Remittance and CHAT Re-instatement in Cash Applications, ensuring accuracy, compliance and revenue protection.• Drove operations transformation initiatives by standardizing processes, eliminating manual dependencies, and implementing automation and digital workflow controls.• Established real-time performance visibility through executive dashboards, KPI scorecards, and data-driven governance models to enable faster business decisions.• Owned SLA governance and delivery excellence, consistently improving turnaround time, accuracy, and customer experience metrics.• Built and executed data-driven operating models, leveraging trend analysis, forecasting insights, and exception management to proactively mitigate risks.• Strengthened ownership culture and accountability frameworks through RACI models, structured governance forums, and performance review cadences.• Delivered measurable business impact through productivity improvement, cost optimization, and resource utilization strategies.• Developed and mentored high-performing teams, driving capability building, succession planning, and leadership pipeline development.• Managed transformation changes through stakeholder engagement, communication strategy, and adoption tracking.• Reviewed weekly operational reports and dashboards to track performance trends, identify risks, and drive continuous improvement opportunities.• Led Monthly Business Reviews (MBRs) and performance deep-dives, providing actionable insights and strategic recommendations to client leadership.
ABOUT MUKESH K. SHARMA
Objective: Results-driven Operations Leader with 22+ years of experience leading high-performing teams and transforming global Billing & Order-to-Cash operations. Proven expertise in process excellence, governance, and performance management to deliver compliant, high-quality outcomes. Recognized for driving operational efficiencies, cost savings, and revenue protection — including resolving and re-routing 8M+ suspense calls, earning appreciation from European Traffic Management leadership.Executive Summary: • Led end-to-end OTC operations for Pharmacy remittance & Insurance process, ensuring high-quality delivery and client appreciation.• Drove MDL project transition (Germany → India) with process standardization, operational stabilization, and cost optimization.• Recognized for collaborative leadership, building high-performing teams and a culture of accountability.• Experienced in SLA management, dashboards, and data-driven transformation to deliver scalable business impact.Core Competencies:Process Management & Operational Excellence; Team Leadership & DevelopmentPerformance & KPI Management (SLA, TAT, Productivity); Strategic Planning & Stakeholder Management; Client Relationship & Service Delivery; Escalation Management & Issue Resolution; Operational Transformation & Continuous Improvement.
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.