Harsharan Kaur Email & Phone Number

Gurugram, Haryana, India

• Started working as a Team Lead for Transition (Insurance Domain) and helped to setup the business by setting up a new team called Operation Business Support (OBS).• Created FMEA, SIPOC, HLPM and list of control so that business transformation could happen from time to time accurately which results in better business stability and controls.• Ensure all solution foundation tools and integration tools are set up well within timelines prior to start of Service Rehearsal Testing and running with all relevant user access provisioning for identified users.• Maintain and Consolidate documentation of DTPs/SOPs/Operating Instructions.• Work with client on daily calls to maintain dashboard and highlight issues through feedback and recommend changes in workflows, procedures, service levels to ensure quality service is given at all times.• Conduct root-cause analysis of error so that the error could be avoided in future and quality could be maintained at 100%.• Providing Manager Approval for various task in OBS so that there is least or no chance for error which could impact quality or financial Impact.• Managing Accenture Control Framework (ACF) daily and monthly ensuring quality and TAT are always met as per agreement.• Working on the RAID project management analysis to avoid events and issues that might hamper the project outcome.• Working with BT team for creating automation within OBS and Capacity Alignment planning.• Creating PKT for OBS so that the team productivity would increase and minimize the error in production.• Managing periodic meetings and performance reviews. Responsible for updating monthly dashboard and weekly dashboard at a program level and share with all stakeholders.• Proactively manage resources to meet business deliverables, adjusts resource alignments based on supply/ demand and supports delivery on financial targets.• Coordinate with senior management and stakeholders across diverse organizational groups.

Noida, Uttar Pradesh, India

• Started working as Business Analyst for Insurance Domain and handled 2 LOB’s completely and individually.• I was managing 4 teams (2 for SAT and 2 for FNOL), 4 Team Leads and 2 Managers and was reporting directly to AVP.• I was working directly with the client and management so that there should not be any discrepancy related to work.• I was making numerous reports which include reports such as error analysis, daily production count, reporting sheet, audit reports, DPMO v/s DPU accuracy reports, VIC reports, Client daily and weekly reports, FACT sheets, trend analysis, AHT reports, CPT reports.• I have automated daily production tracker which reduced the time needed to compile and format the raw data.• I have automated the quality reports parameters so that the Auditors and clients can see the error and make the training plan accordingly.• Assist audit team for creating and maintaining document repository.• Assessing and identifying service consumer needs - Working with stakeholders, software architects, developers, and project teams to prioritize collected requirements• Documenting requirements critical to achieving business objectives.• Identifying and establishing project scope based on requirements analysis in order to define impact, outcome criteria, and measure-taking actions.• Building great working relationships across all project and business resources involved in the project, to enable ease of communication and effective collaboration to secure project success.

Noida, Uttar Pradesh

• Started working as Benefits Operations Administrator and provide individualized and direct benefit calculation explanation to client and/or plan participant.• Review business requirements and plan provisions to manually calculate pension benefits, including the impact of Non-Qualified, QDRO, and Required Minimum Distribution regulations.• Resolve telephone and written queries according to standard procedures and within agreed targets in order to ensure Participant satisfaction.• Carry out data entry and rule based entry for processes• Ensure service accuracy through compliance (TAT).• Maintain and Consolidate documentation of SOPs/Operating Instructions.• Identify, share, and support operational improvements.• Execute Issue/Query Resolution and ensures proper documentation and follow-up takes place.• Manage client management tool i.e. Lotus notes and TBA and escalate any necessary issues to the client.• Work with client on daily calls to maintain dashboard and highlight issues through feedback and recommend changes in workflows, procedures, service levels to ensure quality service is given at all times.• Analyze ongoing business procedures and complex information to identify process improvement opportunities.• Resolve system errors, which affect employees’ benefits and account discrepancies by researching and determining the root cause of each.• Create ad hoc reports to analyze and perform data audits.• Within months took promotion and moved to Level 2 (SPOC)o Handled a team of 10+ FTEo Facilitate training for client team and develop standard operating procedure documents to ensure quality and application of best practices.o Conduct root-cause analysis of system edits, identify, and monitor opportunities for further automation, which reduce overall handle time by 25% on average.o Provide input for ongoing coaching of team members/ Mentor team members on performance.o Identify, share, and implement process Improvements.

Faridabad Area, India

• Responsible for customer instructions service processing.• Performing cross-selling assets and liability products.• Ensure quality customer service is delivered and achieving income targets assigned.• Responsible for Cross Sell to every group raced & enhancing relationship with existing Classic customers by managing operations like CASA(Liabilities), Fixed Deposit, Recurring Deposits, Asset Products, Life Insurance, Mutual Funds, Demat, Lockers, and Forex etc.• Identifying and proactively racing the eligible customers to the classic portfolio within the prescribed product program.• Ensure quality new acquisition Classic Customers through Walk Ins, Referrals.• Helped clients plan for investments and retirement using mutual funds and other options.• Funding of Working Capital, Balance Transfer and Handling HNW Clients.• Assisted customers with setting up or closing accounts, completing loan applications.• Opened saving account for branch walk-in customers through Smart App.• Handled Customer’s queries related to Net Banking, Phone Banking and ATM.• Created awareness among customers for ease of use in Net Banking.• Promoted use of PayZapp among customers.

Noida Area, India

• Handling client accounts by providing them with a comprehensive range of employee background screening.• Conducted in depth research about Companies and user including (associate or analyst to C-Level Executives) using Naukri.com, LinkedIn Recruiter, Google and Boardex.• Coordinating with various teams (Criminal, Education, Employment, Reference and Site-visit) to provide effective results to the client.• Assessments reports that are based on a clean-slate approach for identification, quantification and rigorous analysis of screening employment history, validating educational qualification, professional references, identify verification and behavioral information.• Prepare report on employment background verification, research identity (company domain searches), database check and reference check.• Responsible for collecting all the required documents and proofs for background check• Providing Rejection Data to the management, drafting reports and performing L2 Level Quality Checking of Reports.• Developing weekly/monthly client wise performance dashboard and ensuring seamless delivery.• Submitting reports and data to management within prescribed timelines.• Handled Auditing the authenticity of the Employment, Education, Address and Criminal Verification in the Final report.• Releasing outcome data prepared by operations within TAT and performing quality-check on the Report provided by the Assessment Team.

Master Of Business Administration - Mba, Finance, General

Bachelor Of Business Administration - Bba

Intermediate

Matriculation