Arun Muchhal Email & Phone Number

Hyderabad, Telangana, India

Hyderabad, Telangana, India

Currently managing team of 186 associates and 8 Assistant Manager and 1 Senior Manager for Implementations and Coding OperationsProcess:To drive resources to achieve optimum productivity targets, improve performance of team members and at the account level too through constant tracking, feedback and Coaching. Identify and retain probable exits across the account through well-defined retention management strategies.Drive innovation in hiring & training by collaborating with the recruitment/HR/Training teameffectively.To organize resources for effective execution of operation plansEnsuring high engagement levels in the team through various ESAT initiatives such as timely recognition of team membersDefine career paths and development goals for every individual in the team.Ensuring a Learning culture through constant training needs identification, training program coverage at all levels as per development plans for his/her account/department designed in the Career Architecture.Ensuring that all programs planned for Self Development are completed.Responsible for end to end client operations and delivery per the SLAs in terms of teams productivity and qualityManage and publish the progress of operations in terms of efficiency gained, client and IKS ROIat a weekly cadence.Responsible for the overall process revenue and margins, to be met as per the planned budgets working in sync with the supervisor and the market leaderCreate a robust governance and communication model to align and ensure that all keystakeholders including the training team, WFM, IT etc are posted on all moving parts of the transition, implementation and ongoing operationsBring about Process Improvement for identified gaps.

Hyderabad, Telangana

• Handled team for 128 associates and 6 Assistant Manager and 1 Deputy Manager for Medical coding and Claims Operations• Service Delivery Manager is responsible for implementation and maintenance of all quality and other metric improvement projects and programs, including the quality/call monitoring process, pilots and design of experiments• Achieve client established performance and productivity goals• Provide support to the site management team by identifying opportunities for achieving high levels of positive customer experience and leading the process and quality efforts to achieve them• Implementation and maintenance of all quality and other metric improvement projects and• programs, including the quality/call monitoring process, pilots and design of experiments Works with all levels of the management team, stakeholders, associates and client representatives, including daily interaction with site leadership• Foster / maintaining a collaborative relationship with internal and external customers to ensure• satisfaction and profitability• Work with business partners to identify ways to improve business processes Create and presenting OBR’s, QBR’s & MBR’s every month and quarterly Create and sending monthly reports to senior management

Hyderabad, Telangana, India

• Driving Cost Reduction Agenda in the Processes with Automation Opportunities, Productivity Enhancement Opportunities and Cross utilization of resources• Assist the New Hires & Tenured Staff to meet the Productivity and Quality goals• Manage team and ensure quality and productivity targets are met and exceeded Motivate and engages team members and maintains attrition within thresholds• Assist new hires such that they are productive on the floor in the shortest possible time frame• Build systems to ensure no escalations and is prompt in responding to escalations Provide inputs to Leadership on process gaps that exist• Ensure compliance with internal policies and procedures, external regulations and information security standards Be sensitive and aware of the Organizational priorities towards Change & Innovation and Cost Optimization Works independently with minimal direction and is very high on execution and adherence to timelines• Takes initiative to understand the process and keeps himself updated on the important changes in the business and the Healthcare industry Analyze and develop overall improvement plans (department and individual)• Ensure client satisfaction by the delivery of quality services and quality products Review the MIS reports and take corrective steps to strengthen the productivity/ people• Interacting with the onshore team to understand and capture all requirements of the process• Prepare and review the weekly and monthly Quality Dashboards with onshore and offshore stakeholders

Hyderabad, Telangana, India

• Build systems to ensure no escalations and is prompt in responding to escalations • Provide inputs to Leadership on process gaps that exist• Ensure compliance with internal policies and procedures, external regulations and information security standards • Be sensitive and aware of the Organizational priorities towards Change & Innovation and Cost Optimization• Works independently with minimal direction and is very high on execution and adherence to timelines• Takes initiative to understand the process and keeps himself updated on the important changes in the business and the Healthcare industry Analyze and develop overall improvement plans (department and individual)• Ensure client satisfaction by the delivery of quality services and quality products Review the MIS reports and take corrective steps to strengthen the productivity/ people• Interacting with the onshore team to understand and capture all requirements of the process• Prepare and review the weekly and monthly Quality Dashboards with onshore and offshore stakeholders

Kolkata, West Bengal, India

• Managed closure of complaints by proper communication to stakeholders about the company product. Build relationships with customers & create plans to address client’s business needs.• Promotes knowledge sharing through building partnerships throughout the Enterprise• Complete Annual Client Review form for all clients, with a formal conference call or face-to-face meeting Identify and define clients’ problems• Monitors & Drives service-delivery performance with established governance Addressed concerns through daily checking of mails for priority requests.• Nominating and attending the training programs at site/ HSBC office• Managed closure of complaints by proper communication to stakeholders about the company product. Work productively, professionally and demonstrate ways to improve customer service• Maintained Customer Experience (CE) score less than 2• Application Processing, Credit Policy checks, de-duplication, verification, post verification checks and archival. Experienced tracking relevant KPIs (e.g. customer satisfaction)