Team Lead
Current• Leading operations pertaining to claims processing of Flexible Spending Account and Health Reimbursement Account for US clients and servicing customers as per SLA within prescribed TAT• Undertake Client Coordination through weekly conference calls and managing a production team of 67 members while handling customer support through emails• Provide Assistance and Overall man management; also handle dissemination of information and updates• Handle customer escalations and coordinate with other departments to resolve issues • Successfully undertake Data Analysis, developmental activities & Personality developmental activities• Accountable for partaking Quality calibrations to bridge the variances in Quality• Successfully designing structures and methods to develop quality based and time efficient processes• Measuring the performance of the processes in terms of efficiency and effectiveness matrix and ensuring adherence to Service Level Agreements• Prepared strong and reliable MIS reports for facilitating the decision making process while liaising with Management• Collecting and collating data and generating periodic reports and carrying out value added analysis of reports to facilitate strategy planning and conducting half-yearly and annual appraisals for the team• Determining process gaps & conducting training programs to enhance operational efficiency of the entire team; while mentoring new associates gaining extensive experience providing on the job trainings
