Process Champion
CurrentI am a dedicated and accomplished Subject Matter Expert with 13 years of experience in US Health and Benefits administration Retirement Business. Specializing in benefit reconciliation to overcome the overpayments to participants. I ensure the end-to-end process management to meet SLAs, stakeholders' management and handling End-to-End Business transition.•Participate in internal projects and lead when needed•Responsible for transactions processing and Quality checking of colleagues work to ensure accuracy•Prioritization of recon issues and tracking the same•Provide open recon items status to client service team •Attend client meetings as required•Managing daily inventory and allocating work within the team•Tracking the inventory status and sharing day end report with managers•Act as a subject matter expert and providing floor support to colleagues•Enter, validate and provide data analysis for various data. •Creating/Updating SOPs and Process Maps •Identify the developmental and process training needs for team and ensuring trainings areorganized for the team/individuals•Should act as a very strong point of contact for escalations for the entire offshore team for anyassigned client deliverables. If there are any issues on the agreed deliverables, then should beable to articulate the same with the right message on the impact analysis.•Ownership of delivery of tasks and proactively manage own workload•Dealing with client and member queries (verbal and written), as appropriate in line with service level agreements to ensure timely client delivery•Support Team Leader on Risk and Compliance protocols•Preparation of various process reports as and when delegated by managers•Creating process dashboards (e.g. Weekly, Monthly Dashboard)•Responsible for leading transition calls and support knowledge transfer•Imparting process trainings to team members
