Facilitating the transitional phase of business being off-shored. Identifying and creating Process Capture Plans to identify the procedure to transition a business.Capturing process knowledge through direct and remote interactions with prospective clients.Creating process related documents like Standard Operating Procedures, Process maps and SIPOC.Defining SLAs and baselines based on client requirement.Providing necessary process related training to off shore team.Validating… Show more Facilitating the transitional phase of business being off-shored. Identifying and creating Process Capture Plans to identify the procedure to transition a business.Capturing process knowledge through direct and remote interactions with prospective clients.Creating process related documents like Standard Operating Procedures, Process maps and SIPOC.Defining SLAs and baselines based on client requirement.Providing necessary process related training to off shore team.Validating the process related documents, from the client.Ensuring the transitioned project is operating smoothly, and client SLAs are being met and exceeded. Show less

Leading all knowledge and process transitions for the allocated client location.Providing complete solutions to the end clients for their entire Health and Welfare benefits relatedqueries and requests.Conducting quality reviews on the deliverable of the team.Preparing various reports to be shared with US counterparts.Act as a back up to the reporting manager, supervising the team in the manager’s absence andproviding necessary floor support.Creating documentation and… Show more Leading all knowledge and process transitions for the allocated client location.Providing complete solutions to the end clients for their entire Health and Welfare benefits relatedqueries and requests.Conducting quality reviews on the deliverable of the team.Preparing various reports to be shared with US counterparts.Act as a back up to the reporting manager, supervising the team in the manager’s absence andproviding necessary floor support.Creating documentation and comprehensive learning material for new hires and existingassociates.Imparting necessary trainings and mentoring new associates.Managing customer centric operations & ensuring customer satisfaction by achieving delivery &service quality norms.Attending clients concerns & complaints and undertaking steps for effectively resolving them.Providing suitable improvement ideas towards the associated processes, as well as for other lineof businesses where there is scope for improvement. Show less