Thane, Maharashtra, India
Experienced Lean Six Sigma, Program Management Professional with over 22 years experience in ITES Industry. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Rewarded for success in operational improvements. Experience in Staff management procedures. positively impacting overall morale and productivity. Have worked in 3 organizations at 4 different locations in various capacities for multiple functions including Customer Service, Operations Delivery, Transaction Quality, Transition, Training, Operations Excellence and IT Product / Program Management
Key Responsibilities Program Managing wide range of Digital Transformation & RPA projects for Provider Operations, Membership Enrollment- Billing, Contact center & Claims Operations Managing PCSAT result analysis & remediation governance for Healthcare IOA BU ( US Healthcare Payer Operations ) Completed Projects Completed 80+ RPA & Lean Projects delivering savings of ~100 FTE’s and ~$17M
Program Managing a product portfolio of 4 fulfillment systems that cater to ~60% of background check revenue for the organization Driving projects to accelerate automation throughput by organizing & facilitating waste walks to identify improvement opportunities Gathering periodic user experience feedback & monitoring Error trends to constantly update product backlog Prioritization of Projects / Features & systemic enhancements in qtrly development roadmap Driving end to end change management for systemic changes
Bangalore Program Managing Transition for a Major BPaas Healthcare Account - FEB'16 to MAR'17 Hyderabad Transition Audit for a Leading Multi Services Account - DEC'15 to JAN'16 Value Stream Mapping for Leading US Insurance Provider - NOV'15 to DEC'15 Value Stream Mapping BPS Hiring - OCT'15 to NOV'15 Program Managing Org wide Value Stream Mapping Initiative - SEPT'15 to APR'16 Delivering Business Outcomes Assessment - JUL'15 to SEPT'15 Chennai Operations Management Diagnostics, Opportunity Assessment - JAN'15 to JUN'15
Took a break in employment to pursue following Professional development certifications Post Graduate Diploma in Business administration with specialization in Operations Management - Welingkar's Institute of Management Research & Development Project Management Professional certification - PMI Lean Six Sigma Black Belt certification - ASQ ISO 9001 & 27001 Lead Auditor Certification - BSi
Process Profile: Managing Quality, Training and ISO Initiative at Sterling Infosystems Key Responsibilities: Managing a team of 30 QA’s and Trainers New Hire, Cross skill and Refresher Trainings Transaction monitoring for Approximately 800 employees and 150 Vendors based in India, Philippines and US Publishing Weekly, Mthly and Qtrly performance dashboards Driving Process Improvement projects using Lean and Six Sigma methodologies Organizing Internal ISO Audits at regular intervals and driving compliance on ISO requirements Organizing External ISO Audits and closure of any observations cited during external Audits Outlier Management CSAT Commentary analysis & Preparation of appropriate Action Plan to improve CSAT Process Standardization Drafting RFP Responses
Process Profile: Customer Service for Background Screening Services (Business to Business) Key Responsibilities: Managing a Team of 79 FTE’s Client Retention Managing SLA’s like Abandon Rate, Speed of Answer, Email Response Time, DFD etc. Handling Escalations from Clients Highlighting process Improvement opportunities Capacity planning and Man power Scheduling Driving CSAT Improvement projects Outlier Management Monitoring & driving schedule adherence
Process Profile: Processing of Health Insurance Claims for UHG (Back office Operations) Key Responsibilities: Managing a Team of 25 FTE’s Monitoring and driving schedule adherence Monitoring Team performance and driving the team towards achievement of Client defined CPM’s – CPH, CPA, and DAR Outlier Management Managing Knowlagent (Client Initiated Training & Assessment Tool) Managing Process Improvement Initiatives (Launch of Spectrum, OAT, Colossus and HOSH) Organizing Team Huddles on learnings from errors detected by the Quality team
Process Profile: Customer Service for Amex Credit card Customers (Australia and New Zealand) Key Responsibilities: Transaction Monitoring & Feedback’s Weekly Calibration with Client Quality Team & our operations Team Leader CSAT Commentary analysis & Preparation of appropriate Action Plan to improve CSAT Identifying & conducting Vitality Trainings Conducting Weekly Knowledge assessments using the online assessment tool Outlier Management Managing Process Improvement Initiatives Regular interaction with Clients for Process Improvement Initiatives Managing monthly & quarterly reviews with clients Publishing weekly / mthly performance dashboard for the Process Managing Client Incentives (Retention & Pass Through) Taking Escalations Organizing Team Huddles Monitoring & driving schedule adherence
Process Profile: Customer Service for Amex Credit card Customers (Australia and New Zealand) Key Responsibilities: Transaction Monitoring & Feedback’s Weekly Calibration with Client Quality Team & our operations Team Leader CSAT Commentary analysis & Preparation of appropriate Action Plan to improve CSAT Identifying & conducting Vitality Trainings Conducting Weekly Knowledge assessments using the online assessment tool Outlier Management Managing Process Improvement Initiatives Regular interaction with Clients for Process Improvement Initiatives Managing monthly & quarterly reviews with clients Publishing weekly / mthly performance dashboard for the Process Managing Client Incentives (Retention & Pass Through) Taking Escalations Organizing Team Huddles Monitoring & driving schedule adherence