Dennis Thomas Email & Phone Number

New York, Us

Global responsibility for partnering with clients to drive transformation value and building future ready operations.

New York, Us

Partner with clients to drive business transformation value using embedded analytics, RPA, Six Sigma, Lean Agile solutions and cloud based technology platforms helping them outperform in a highly competitive market environment. I lead diverse go to market teams that focus on improving client core business functions as well as their most critical enabling functions of Analytics/ Machine Learning, Finance & Accounting, Procurement and Customer Experience.

Nashville, Tn, Us

Lead HireRight’s Service Delivery functions: Verifications, Public Records and Drug & Health Screening. Manage $70M labor budget with 2,500 FTE team distributed globally. Design strategies to strike balance between operational excellence and cost management. Set vision and direction for the organization, including designing a more offshore intensive model for future service delivery. Also drive tactical execution through prioritization of operational metrics, compliance with regulatory guidelines, and focus on top and bottom-line contributions. Intense focus on operational improvement, automation, standardizing / simplifying the way work gets done, and developing a more metrics-based culture as well as greater visibility into operational performance Led firm’s Covid-19 pandemic recovery, deployed WFH infrastructure, instituted operational and HR changes - recovered from a 70% loss in production staffManaged operating costs aggressively to align with reduced business volume - exceeded margin targets. Positioned organization to grow profitably as economy rebounds.Prepared process optimization blueprint - identified over 50 areas for automation and work eliminationDerisked operations service delivery by improving global footprint - scaled European operations; evaluated, contracted and launched new BPO partner in three monthsImproved employee engagement and satisfaction scores by 16% Redesigned operations organization structure, hired key leaders, established clear measurable goals and created a center of operational intelligence and innovation

New York, Ny, Us

Led operations for $100M Payer and Provider business service delivery including data analytics and transformation services. Set-up and managed client operations in US, India, Philippines and Colombia while continually evolving and improving the business segment. Clinical services (3000 healthcare professionals, 1600 clinicians) focused on Pre-Utilization services, Utilization and Case management, SIU, HEDIS and Pharmacy support.Revenue Cycle Management (700 professionals) supported over 7000 physicians across several practice management platforms. Services include VOB, AR and Denial management, Payment posting, Credit Balance adjustments, Billing and Charge entry and Patient Contact servicesBusiness results: 38% YoY revenue growth, 5% YoY gross margin improvement, delivered 27 quality and process excellence projects yielding $6M client business impact, Zero compliance finding and successful SSAE16 reportInstrumental in EXL’s NCQA UM certification in the Philippines; built strong Compliance and Licensing function and a word class Healthcare Academy in Manila Helped EXL become self reliant by launching a self funding USRN scholars program capable of producing 500 URSNs annually, improving speed to market and saving ~1.5M/yr recruitment costs Advanced Automation and Robotics: 25-30% cost reduction; combined domain and data expertise to better understand client context, orchestrate human and technology capabilities for breakthrough outcomes Designed, developed and implemented multiple BOT's (client and EXL environments)Developed and improved Digital Clinical Assistant platform that leveraged better utilization of agent skills, improve cycle time and deliver quality outputs; automated data evaluation and case preparation, electronic data extraction and claim intake automation Introduced Intelligent NLP based Conversational IVR; speech analytics for first call resolutionEXL Annual Leadership Award - ‘Best Performing Business Leader’ 2017

Newark, New Jersey, Us

Helped build global shared service operation including third party vendors and captive onshore operations. Established a global footprint for Retirement. Negotiated and implemented multiple services engagements including third party BPO vendors and a captive onshore and offshore team. Developed and implemented governance structure for all sourcing engagements – documented process and procedures, governance documents, key metrics guides and performance scorecards allowing for tracking and reporting quantifiable benefits.Led the centralization and business integration of all enabling and utilities business functions. Collaborated with the centralized business team to track and achieve optimal staff performance and utilization.Built a scalable Transaction Quality process focused on improving customer experience and minimizing financial exposure (errors and omission).Implemented financial tracking to manage impact to CPP (cost per participant).Well-managed processes allowed for “no observations” on both Internal and External (SSAE16) audits.Led comprehensive due diligence for divesture of the Defined Benefit business. Collaborated with service and operations leaders, as well as partners in Compliance, Legal, Risk and other COEs, to lead the development and execution of strategic business goals aimed at ensuring enhancements to client experience, process improvement and overall market competitiveness Crystal Ball award for ‘Collaboration and Execution’ (Retirement Leadership).

New York, Ny, Us

Business advisor for P&C Insurance companies, employed strategies to incrementally enable strategic capabilities to support different business models in Commercial, Personal Insurance and Claims (work comp, field, claim legal, subrogation). Partnered Senior Executives to solve business challenges, improve cost, drive process and business efficiencies using levers such as global sourcing, informatics, Six Sigma and LEAN / Agile solutions. Enabled capabilities in operational workflows; empowered targeted users; enabled digital customer experience, improved processes, customer focused solutions, efficiency and effectiveness across transaction value chainExecuted multilocation US operations consolidation into ‘3 core Global Servicing Centers’ for leading US P&C. Set up, built their India operations as core servicing center for Personal and Commercial Insurance Rebadged 100 FTE team of US P&C Insurance company; set up US Service delivery for EXLLeveraged digital transformation using embedded analytics, RPA, Lean Six Sigma to pare operating costs - initiatives included handle and cycle time reduction, productivity improvements, drove first call / contact resolution, implemented work prioritization; speech analytics to drive customer /member satisfaction Successfully negotiated two large ~ $160M TCV outsourcing contract renewals

New York, Ny, Us

Successfully built offshore P&C Insurance delivery team servicing Commercial, Personal Insurance and Claims (work comp, field, claim legal, subrogation)– grew business from a 15 FTE pilot to a 1500 FTE core delivery center Grew client revenue >10X - $3.8M in 2007 to $44M in 2012 while managing to a 54% GM and exceeding all strategic parameters (CSAT, ESAT, Revenue, Profitability and Business impact). EXL Annual Leadership Award - Best Preforming Business Leader 2008

New York, Ny, Us

Helped build a $10M (ACV) EXL's Mortgage servicing business (loan servicing, early / late stage collections and rate modification)Played an instrumental role in leading a reengineering & new product development initiative for a US based mortgage bank.

New York, Ny, Us

Lead all new process migrations for BFSI vertical. Solution design for seamless transition using 6 Sigma ‘DMAIC’ methodology. Design process optimization and quality assurance programs

New York, Ny, Us

Managed inbound order processing for a US customer; directly supervised a team of 30 associates, 2 team leaders. Responsible for hiring and improving employee satisfaction for the entire business, ensuring productivity improvements, budgeting, personnel and salary planning, process automation for this 120 associates department. Instrumental in growing the business to include servicing sales orders for other catalogue companies.Accomplishments– GE Leadership Excellence Award for outstanding contribution to the Business Objectives

New York, Ny, Us

Conclusively handle escalated complaints, legal threats, legal notices, litigation’s by & /or on behalf of card members & service establishments received at American Express. Investigate the query, compile the facts, collect evidence in form of records available within American Express using internal linkages within operations, and other functions. Prepare comprehensive fact sheets and analyses; recommend process improvement considering the strength and weakness of American Express. Draft responses to the legal communication for review by the general counsel’s Office. Maintain a comprehensive MIS to identify and track customer dissatisfiers. This MIS further quantified the effectiveness of the procedural change implemented by the line functions to address the dissatisfying issues.

New York, Ny, Us

Review & monitor the “Charge” & “Credit card” portfolio; this required analysis & decision making to determine the line of credit / spend limit of card accounts to minimize the financial exposure to the company. Responsibilities included evaluating customer’s financial status & repayment capability; determine the risk index for the company, talking to customers to ascertain validity of financial information on file / request for additional financial documentation if required. Also responsible for the Emergency Card Replacement Unit - deliver replacement cards to the cardholders with in 24 hours in India and area countries.Manage / decision claims for lost / misplaced / stolen travellers checks; responsibilities included ascertaining the validity / authenticity of the claim & processing a refund for the loss reported.

Responsible for coordinating, strengthening retail and national advertisement sales, as well as leading the marketing and promotion efforts of the nations leading newspaper.

Accelerated Management Programme

Intro320, Ins 21, Property And Liability Insurance

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