Responsible for E2E transition in US Healthcare Provider RCM side. Led transition across all 3 phases of RCM Front, Middle & Back. Responsible for transition across Noida & Chennai. Received multiple VoCs and appreciations from Clients for successful transitions and Operation Delivery.

Responsible for E2E Transition for a US P&C Insurance major. Completed multiple DD & SD for projects, ensuring transition gets completed on time & within budget. Responsible for meeting all client SLAs. Awarded for leading the 1st legal transition in Insurance vertical.

Core Competencies - • Operations Management• Client Servicing• Team Management• Process Management• Training & Development• Performance Management• Human Resource Management• Employee Welfare• MIS ReportingMay’13 – Till Date: Genpact - Manager, OPERATIONS• Leading a portfolio of a Highly Critical Revenue Generating Invoice Process, handling 3 major processes of 70 Specialists, 3 FLM’s & 3 Process Trainers for Insurance Broker-Property Casualty Risk Services major• NPS Scores – PROMOTER for 2013• Attrition @ 12 % for 2013• Ensuring Client & functional teams to review performance and publish SLA dashboards on daily, weekly & monthly basis• Efficiently and Effectively created and implemented a Standard 1X1 template for the entire account • Leading the Seat Utilization for entire account• Rate and complete appraisals of Employees through Performance Management System• Hiring quality talent for business and ensuring retention with correct career guidance

OPERATIONSResponsible for the handling 34 members of 2 TeamsAddress any people management issues in the team.Liaise with various departments within the organization and sort out issues related to the people in process.Initiating employee engagement activity on the floorDrive organization's objective and mission statement to the team.Provide feedback to Associates in the Process for Improvement and Development of the Associates.Team Management Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members.Updating the MIS for daily evaluation on the basis of performance and quality.Skilful in mentoring agents.Determining training needs of employees and conducting suitable training programs to enhance their operational efficiency leading to increased productivity.Administering a variety of operations encompassing team management, customer servicing, system implementation, quality control, etc.Accountable for performing monthly reports, Performance Plan, feedbacks etc of the TeamTake timely assessments of the Team to ensure Knowledge and skills are updated.Process Management Mapping client’s requirements; developing, implementing and transitioning processes in line with the guidelines specified by the client.Preparing Standard Operating Procedures, Business Process Manual, and Operation Manual and getting the same approved by the client. Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.Significant AccomplishmentsRewards and RecognizationsWinner of 2 Quarterly Awards for Operational ExcellenceWinner of 1 Yearly Award for top performance

OPERATIONSResponsible for the Training of 70 members Team.Work Allocation and Dashboard monitoring.Preparing action plans by identifying bottom quartile of the Process to increase their accuracy and productivity thereby improving the performanceTrained 21 New Hires in Process Training.Mentored and developed 10 QC Resources.Responsible for all Special and Critical handling accounts for ClientGB Trained and TestedActive participation in Invoicing VC calls with Process Owner and SMEs, communicating special updates and ideas regarding Process Improvement.IT MANAGEMENTTeam Lead for IT Spocs for the process.As a Team Lead, raised and closed all IT related issues in the Process in co-ordination with the IT Team.Address Team meetings for IT Spocs from other processes; Developed KNOWLEDGE CENTRAL, a knowledge hub for Invoicing. Prototype in progress to be implemented across AON. It received great VOC from Mark Schmalzer. Successfully completed Certificate Program in General Management from IIM, Lucknow through Genpact’s Education @ Work ProgramSME for BB project on Invoicing Offset/Rebill, which contributed to a BI of $ 20 MM

OPERATIONS Ensure smooth operations by controlling the Production, Communication, Quality and Reporting departments.Evaluate the Performance of Production, Communication, Quality and Reporting Team Leads.Compile and review monthly dashboards.Conduct team review sessions periodically and identify the areas of concern and suggest improvement plan for the same.Assessing customer feedback, evaluating areas of improvements & providing critical feedback.Lead the Team of FTEs to create and get Client’s sign-off for SOPs to be used in the process.Analyze Errors and feedbacks send by the Client. Customer Relationship ManagementActively participate in the conference calls and suggest areas of improvement to the client.Handle escalations - internal from within the organization and external from clients.TRANSITION Selected for the Pilot batch to transit an entire process with high Revenue Generating Process.Successfully trained next batch of FTEs in the process.Identified, Initiated and successfully closed the Training of Trainers.Prepared and successfully implemented Training plans for New-joinees.Quality Checks for all SRs processed in India by the Associates for errors.ADDITIONAL RESPONSIBILITIES Lead the Team of HR Spocs in the Process.Resolve all HR queries and concerns raised by FTEs in the Process.Assisted Associates in identifying and implementing Lean Ideas for Process Improvement.Highlights Was awarded Bronze award from the AVP of AON for valuable contribution in my team for the entire year of; Received Star Recognition from Client for continuous Improvement in the Process.Was awarded Lean Acer for filing and implementing several Lean Ideas for Process Excellence

Genpact – AUSTIN (Dell) Process; Team Management Updating the MIS for daily evaluation on the basis of performance and quality.Skilful in mentoring agents.Accountable for performing monthly reports, Performance Plan, feedbacks etc of the TeamEnhanced the process performance by 80% by tracking the errors of the team followed by a root cause analysis and working out a solution to control the same.OperationsSupervising customer service operations for rendering and achieving quality services.Provide 2nd line customer support by answering queries and resolving their issues.Organize meetings with Trainers in the Process for improving process excellence.Preparing MIS reports entailing to productivity, quality, etc. with a view to apprise management of the process operations and assist in critical decision-making process.Train team about all updates that came from the Client.Handle Escalations from the Customers to ensure CSAT.Quality AssuranceSetting out quality standards for various operational areas, ensuring a high-quality customer experience, while adhering to the SLAs and work processes.Implementing quality improvement measures for continual improvement in the services, ensuring higher customer satisfaction matrices.Preparing Quality Management Reports to ensure SLAs and guidelines are adhered to.Monitor live calls and provide feedback to ensure Quality Assurance.Additional ResponsibilitiesLead the Team of ES (Escalation Specialists), a group created to handle super escalations from Client.Site SME for Windows – Vista.Active Member of Fun Team.Site Lead to participate in different Conference Calls related SLAs.Team Lead for Research and Analysis for analyzing data for Process Improvement.