• US Healthcare Revenue Cycle Management domain expert• Record retrieval and medical coding • Excellent Client Management with proven track record• Managed large teams with span of control exceeding 2500+ FTE’s globally.• Structure and streamline enabling functions like project management, Analytics, Quality, MIS, Hiring & Training (Domain and Leadership program)• Manage P&L and GM%

To intelligently identify, evaluate, map, solution the needs, wants of the client, customers, process and CSR To interpret/diagnose and translate client requirements/VOC by analyzing data across channels, reports Did the On-shore due diligence for a leading US bank and identified 75 opportunities for setting up Contact center (WFM/ Training, Quality, Digital Transformation, RPA/AI automation, Power BI dashboard etc) Plan data collection methods and determine the types of data needed. Process large amounts of data for statistical modeling and graphical analysis. Perform Customer Journey Mapping and digital assessment to identify digital opportunities on the data collected Identify process automation opportunity using Robotics process automation, Unified desktop automation.Create business for contact deflection using digital solutions like AI enabled BOTs: Chabots, Text bots, Voice bots etc. Conduct interviews/diagnosis to gather customer requirements via call listening, transaction monitoring, interviews, questionnaires, surveys, workflow storyboards, use cases, scenarios, and other methods. Provide root cause analysis on pain areas that will be identified. Create presentations showcasing output of the analysis Develop a snapshot of Clients requirement in collaboration with Account Management and Operations and prioritize collected requirements.Create Recommendations and Solutions that can be configured from a standard set of offerings based on the diagnosis Apply the concept of Design Thinking to articulate the Client???s requirement of Innovation and value generation Identify and establish scope and parameters of requirements analysis on a QBR to QBR basis to define Client requirement, probable solutions, impact, outcome criteria and metrics Create & Present impactful, crisp, relevant and realistic documents in QBR

Head- Robotics Process Automation and Bl deliveryHead. India IT Delivery (Health & US Benefits Administration line ofbusinesses)Teams using wide range of technologies: BluePrism, AI, Java,.Net,BPM-Cordys, ETL (Informatica & SSIS), Mainframe, Bl- Micro Strategy, CMS, JavaScript Frameworks (Angular JS, Knockout JS, React JS), and other Open Source technologies.Development Methodologies: Agile - Scrum and Kanban, WaterfallOverall responsible for providing Business, People, Process &Technology leadership as well as laying down the strategy for growth.The current focus areas for the teams include Agility, Multi Channel and Digital transformation, Process Optimization, Robotic Process Automation and Advanced Analytics

Responsible for Business Process Diagnose and automation, Front-ending in the client interactions, Robotics Process Automation (RPA) and stakeholder Management.Leading the insurance vertical, wotking on delivering customized solutions & services to fulfill client's requirements as well as enabling the various business functions at EXL to improve efficiency and achieve high quality standards. Identifying Business pain areas and designing & proposing a Technology solutions built on latest technology which comply with ITIL practices and BS7799 & ISO9001 standards.Playing key role in Operations Process Transformation by identifying and implementation of Technology interventions at possible improvement areas and reducing manual interventions by end to end automation under the Robotics Process Automation (RPA) practices of the organization.

Service Delivery Lead for P&C insurance operations

Responsible for the only Back office process across sites which requires a third part SSAE16 (formally known as SAS70) audit process and have successfully passed two audits with no observation or exceptions despite numerous process and policy changes. This was done ensuring rigorous quality control and compliance.

- Operations and Service Delivery Excellence / WFM - Analytics & Reporting - Functional Support - Technical Support - Project Management Support - Relationship Management - Process Improvement

Headed a team of 21 Associates. Responsible for overall functioning / streamlining of operations & project management. Performing regular activities like Schedule Adherence, Staffing & Scheduling, One on One, Career Path and Transaction Monitoring - Parallel Barging.

Joined this Technical Service BPO with the responsibility of UK Inbound CRM Operation Responsibilities: Motivating a 20-member operations team and ensured compliance with SLA guidelines and TAT to achieve customer satisfaction.Identified and coordinated training sessions for team members in soft skills and job related areas, thereby ensuring Personality Enhancement and development. Responsibilities also included Business Analysis & Intelligence, Tracking Automation & MIS generation and Knowledge Management (establishment of knowledge pool within the organisation).Improved Data Quality via Six-Sigma methodology (DMAIC approach). This resulted in reduction of Service Recovery Errors & Complaints by client & business.Undertook Process Mapping as per SIPOC. Modules were used for training new Hires with the aim of generating a better understanding of the entire process and enabling them to come up the learning curve.Did Root cause analysis by conducting Brainstorming sessions and fish bone diagrams. The sessions were conducted for inter/intra - process (team) work management to create a better working environment.Used Pareto Measurement to Analyze the Error Trending on different Parameters.

Was managing IT / networks project

InboundHeaded a team of 35 Associates and 1 SME. Responsible for overall functioning / streamlining of operations & project management. Conducted conference calls with clients to resolve their issues and take inputs. Conducted CEPA sessions within the team regarding SLA (Service Level Agreements). Executed projects on - AHT reduction, CSAT project, FCR project. Created a New Process called HLC for handling complaints at CEO levels Responsible for development of tools to troubleshoot customer queries on calls. Conducting individual trainings as well as group coaching and instructional programs in line with the pre-set guidelines. Developing operational policies/ norms, systems & controls, motivational schemes & customer service standards. Performing regular activities like Schedule Adherence, One on One, Career Path and Transaction Monitoring - Parallel Barging. Interfacing with Clients to understand their requirements & provide customized services.