Deepak Arora Email & Phone Number

India

Gurgaon, Haryana, India

New Delhi Area, India

Managing Defined Benefits administration for US clients.Effectively identifying system issues and reporting to implementation group for rectification.Managing a group of associates to keep a control on overall service delivery.Generating and analyzing different reports in order to improve the accuracy, timeliness of the service delivery.Transitioning and streamlining new work seamlessly with no or minimal training.In a recent assignment have traveled on B1/B2 VISA to transition new work.

Expert in US Defined Benefits Domain.Handling Complex Manual Calculations.Automation of processes in MS Excel.Providing assistance to group on Manual Pension Calculations.

Core SkillsTransitioning and ImplementationOperational managment Client ManagementInnovation Mentoring and TrainingQuality FocusedInnovationProcess Mapping and documentation; Reporting to the Operations Manager; managing critical Fortune 10 Client by providing administrative support to business operations by performing complex processing tasks which require research and Analysis.Job Responsibilities:Work closely with Implementation, Leveraged Services Team and Client Delivery team ensuring seamless “Go Live” for New Client Implementation.Mentoring and Coaching aligned resources on all the processes that fall under Defined Benefit Life cycle (e.g. manual calculations, ongoing payroll processing, Post Payment Adjustments, Payroll Reconciliation etc).Identify system level changes and liaison with Implementation team for fix.Perform user acceptance testing for changes/additions to system.Analyze and research on existing issues within proprietary systems, perform Trend analysis and propose remediation plan to Account Manager.Provide resolution to all client/participant escalations.Conduct weekly calls with US LSG and US CSD group to update regarding ongoing performance and support.Responsible for Monitoring and Reporting of Inventory to meet agreed SLA’s with 100% accuracy.Analyzing Client specific Data and identify scope of Data Clean-ups resulting in better Customer Satisfaction. Identify, plan, and implement ongoing processing improvements. Collaborate with Client Delivery managers to establish Service Level Agreements (SLAs) and all other delivery metrics Create monthly reports/dashboards and communicates key delivery metrics to appropriate stakeholdersManage stakeholder relationships across support teams. Provide people performance feedback to the TL’s of the processing teams and discuss the improvement areas

Transition activities of aligned domain (Defined Benefits) and client to India Benefits CSG.Create documentation – update standard operating procedures for new processes and update changes for benefit center associates to follow.Coordinating with benefit center associates and addressing their issues. Escalating to Operations manager if required.Provide positive and constructive feedback to team members and do performance appraisal of aligned team members and processing associates.Analyze, resolve, direct and close out internal / external escalated workflows assigned to the plan management by the benefit center within defined TAT.Attend weekly status calls with client teams to share updates of activities and updates.Creating weekly and monthly reports, dashboards and reviewing them before sending to Project Manager or Leadership team.Respond to queries from different functions within Hewitt and client.Independently carry out manual processes - and manual calculations for benefit center associates e.g. manually calculate treasury rates etc.Identify & escalate any system issue, error trends impacting larger population (resulting from system set-up) & work with client team/IT to resolve.Initiative: MIS Reports for the Cluster as a member of MIS team.Creation of MIS reports in MS ExcelTotal maintenance of the tool (Updating and upgrading the existing macros coded in VBA)Awards and Recognition:Extra Miller award.Team of the Cluster Award

Worked as Executive to sell Business Accounts specially designed by ABN AMRO Bank for Elite Business Class.The job involved me in providing detailed structure of these accounts to customers and then convincing them to own these accounts therefore.Project Undertaken Project Objective: Creation of Domain Specific Learning Modules.

B.Com, Commerce

Adst Diploma, Computer Science

Xth, Science

Activities and Societies: FRESOC Camp, Basket Ball