Nikhil Jayakumar Email & Phone Number

Thiruvananthapuram, Kerala, India

Independently managing a project of US based client. Execution team works in two different locations (Trivandrum,Chennai & Philippines). Currently reporting to Group Manager.Works closely with the Group Manager to achieve quantitative and qualitative SLAs and KPIs for the teamFocuses on planning and execution to ensure quality improvement, turnaround time and overall process efficiencyIdentifies process gaps and collaborates with the client to formulate solutions for the sameRegularly interacts with the Quality team to ensure real time action in cases of quality defectsLeads corrective and preventive action plans for various transactions and owns themEnsures that leads are informed on all process and business updates; and the relevant information is cascaded to associates in every team to ensure transparent communicationSet clear team goals and transparent objectives on what the team is working towards to ensure clarity

Thiruvananthapuram, Kerala, India

Initial 4 months were worked with onshore transition team in order to transitioning the project and managed team of 64 employees who are aligned in different location (Trivandrum, Chennai & Manila). Also being a part of Automation team to enhance the client-based applications. Client ManagementActing as liaison b/w Onshore and offshore operationsWorkflow ManagementEnsuring client SLAPeople ManagementDocumenting SOPQuality ManagementRecognition 2019 - UST Shining Star Award - Successful Transition2020 - UST Super Star Award - Steadiness in Deliverables in terms of SLA & Management

Thiruvananthapuram, Kerala, India

As assistant manager has to handle a challenging project related to remittance payment automation wherein multiple client accounts were managed using a diverse set of production environments and varying domain expertise. Our main products and services were related to supporting the AR Follow-Up, AR Analysis, Payment Posting using the inbound technology and providing software/IT technology support to over 500 facilities in the US region.,Shift Management/Client operations managementService delivery and workflow managementManaged shifts consisting of 150 plus FTE's working on multiple projectsActed as a liaison b/w client and offshore operationsEnsure that client SLA’s are met regardless of contingencies/operational challengesShowed expertise in handling proactive communication with client, partners as well as the senior US management team. Maintained good interpersonal skills, and adept at problem solving and exhibited good organizational skillsHandled communication related to analysis/reports and also any day to day business related communication with the clientTimely delegation of all IT/Software related issues coordinates with the HR and Admin team to enable smooth functioning of the operationsStrong knowledge of Compliance policies (HIPAA)Excellent communication, people management skills and vast experience in RCM end to end processSetting up process management tools for the File Monitoring team and File submission teamForecast based capacity planning and shift scheduling to ensure client deliverables meet TATReporting to Manager, Operations.

Thiruvananthapuram, Kerala, India

Setting up process management tools for the File Monitoring team and File submission teamTimely delegation of all IT/Software related issuesHandled communication related to analysis/reports and any day to day business related communication with the clientShowed expertise in handling proactive communication with client, partners as well as the senior US management teamPayer ReconciliationMonitoring inbound and outbound activitiesReported to Manager, Operations

Thiruvananthapuram, Kerala, India

Coordinating with AOM in order meet up organization expectations regarding the processMaintaining good relationship with team membersGive the process training regarding the client related business ruleCreate reports like team performance, qualityCoordinates a team of 22 -25 agents, give them weekly feedbacks regarding their performance, update them with all the client updates, provide them with proper guidelinesMotivating and encouraging all the agents meet their daily as well as the monthly targetsProcess Training to new agentsReported to AOM, Operations

Thiruvananthapuram, Kerala, India