• Executes feasibility & testing of processes against agreed specifications, corporate standards, architecture and methods, and makes recommendations for process/procedural improvement.• Implements road mapping and roll-out planning with project teams to create an implementation approaches and support roll-out and secures buy-in from stakeholders at all levels of the group.• Ensures the identification and assessment of new process improvement and transformation opportunities, partnering with process owners and stakeholders to scope opportunities, define problem statements and objectives, and structure projects and teams.• Participates in projects through planning, execution, engagement, documentation, and monitoring of project/programme work.• Participates in process improvement projects, bringing together cross-functional teams capitalising on opportunities and achieving targeted performance improvements.• Identifies and manages risk through regular assessment and diligent execution of controls and mitigations, proactively raising any concerns.• Champions, continuously develops and shares with team, knowledge on emerging trends and changes in Process Design & Improvement.

Analyze the requirements and build solutions using BT developed solution standards for existing and new offerings. Requests inputs to the solutions from experts outside of the sub-team to ensure solutions are comprehensive. Stays abreast of market and industry standards and best practices

Provana is an Information technology and services organization offering SaaS based solutions for US Credit & Collection industry. My current role involves management of end-to-end customer success for all IPACS customers. Major responsibilities include• Assessment / Evaluation of client needs for initial scope of implementation• Creation and execution of Implementation project plan as per client requirements• Monitor client requirements and usage to identify the challenges faced and provide solutions within the scope of exercise• Maintain and develop customer success strategies and best practices along with customer support content with the help of creative team.• Collaborate, problem-solve and/or strategize client meetings with team members and other product heads to upsell other products.• Prepare necessary documentation or infographics for client to demonstrate the performance of product campaigns and analyze trends to identify areas of improvement.• Provide support throughout the customer journey to promote adoption and retention.

Led engagement for Business Process Improvement and Document Standardization for a leading US Healthcare company. Proposed and implemented process improvements within the scope of the exercise. Developed detailed process maps through SME interviews & workshops. Created SOPs and process maps across diverse business functions. Identified best practices by eliminating inconsistency in existing processes quick wins to enhance the efficiency. Data Stratification conducted for potential root causes (RCA). Conducted GAP analysis exercise for resource optimization & up-skilling. Proposed change management drive for work standardization, work management and performance improvement. Undertaken continuous improvement initiative; conducted data-driven analysis, proposed recommendations.

Led and executed Business Process Transformation and Standardization initiative for a leading US based multinational Insurer (APAC Operations). Performed current state assessment of processes, existing documentation, internal controls and reporting structure and identify the associated residual risks, glaring gaps, and control deficiencies across multiple functions including Policy Servicing, Branch Operations, Underwriting and Distribution Operations. Conducted walkthroughs of business processes by interviewing the process owners to help understand the end to end process. Developed detailed swim lane based process flow charts on MS Visio to document initiation, authorization, recording, processing and reporting. Identified risks and controls in the business process and mapped them into the process flow charts. Probed the process owner to identify risks and controls. Developed the risk control matrix to include control prioritize and mitigate all the identified residual risks (Financial/Operational/Regulatory/ Reputational) and control gaps in the business processes in accordance with the associated significance and probability of occurrence. Presented performance improvement opportunities to client from identified control deficiencies and recommended best practices in order to benefit client needs and improvement.

Operations Service Delivery for a Healthcare Client

Operations Services Delivery for a Banking and Financial Client