MANISH SHAW

Lead a 26-member team across India and Mexico managing end-to-end SAP customer account creation and Master Data Governance.

• Lead and mentor a 26-member team across India and Mexico, owning delivery, quality, and compliance for end-to-end SAP customer account operations for global markets, driving on-time execution against unit goals and sustaining 98% SLA compliance.
• Verify and source business data against global registries, D&B, BVD, AVOX, regulators, and third-party sources, meeting accuracy and quality standards. Reduced AHT by 15% and raised FCR by 19%.
• Run quality assurance and compliance checks across account management processes, including remediation and mass data onboarding validation. Hold regular client and customer meetings to align on requirements, resolve issues, and strengthen relationships.

Led a 13-member team across four EU regions, owning daily operations, period-end close, MIS reporting, and controls.

• Led a 13-member AP team across four EU regions, processing monthly 2,500+ lease, T&E, operating expense, and PO/non-PO invoices in Oracle Fusion and SUN ERP at 99% on-time and accurate.
• Achieved 100% external audit clearance by maintaining compliance with financial regulations and internal policies, and by keeping SOPs, process maps, and control documentation audit-ready.
• As process owner, found control gaps and defects, ran root-cause analysis (5-Why, fishbone), and drove remediation, cutting recurring defects by 25%.
• Held biweekly and monthly reviews with customers and stakeholders on performance and improvements, lifting customer satisfaction to 98% (H1-H2 2025). Led transition activities (KT, shadowing, hyper care) and coordinated external audits.

Owned 3 projects from planning through Go-Live, coordinating Application, User Access Management, Operations, Invoicing, and Training teams.

• Built detailed project plans with milestones, dependencies, and owners across five interdepartmental teams, and delivered 3 projects (BoA, Ocwen, Axos) on or before their Go-Live dates.
• Ran regular stakeholder meetings to track progress, surface risks, and clear blockers early, keeping timelines on track and leadership informed.
• Worked with business leaders to turn requirements into clear project scopes, which reduced rework and kept delivery aligned with expectations.
• Took end-to-end ownership of projects and gathered inputs from downstream partners to keep process accuracy and turnaround on track.

Produced management reporting for 3 lines of business (Operations, IT & Billing).

• Prepared and published accurate, timely management reports to support stakeholder decisions, including daily timeline reports across multiple lines of business for operational transparency.
• Compiled revenue reports by line of business and assessed capacity utilization across departments, presenting findings through Excel charts and pivot tables.
• Ran daily quality checks on team data and gave feedback on error counts and volumes, improving accuracy by 18% and rework by 15%.
• Wrote and ran complex SQL queries to extract, update, and analyze data across multiple tables, supporting business operations.
• Handled first-line troubleshooting, exporting logs and analyzing system failures to pinpoint causes and speed up resolution handling 26 incidents per month.
• Automated report generation with SSRS and other reporting tools, saving 20 hours per week and reducing manual errors.