Rajiv Bhatnagar Email and Phone Number

As a Senior Practice Manager, I am accountable to Lead a group 300+ FTEs involved Technology and Operations team to deliver client service delivery end to end from India. I was aligned to lead this team to transition all work and projects and Pilot the team to deliver all work with Quality.Overall responsible for meeting and exceeding client’s expectation to ensure satisfaction, and the retention and future expansion of Business• Created Business Management routines and drive across Business Group in Health Domain for Wipro. • Engaging with Senior Management for strategy planning & business reviews• Part of project to create talent by enhancing domain through training – Domain training, soft skills training, Project Management and Work Management• Managed Projects ranging from process improvement, colleague engagement – retention, building proficiency and increasing productivity• Responsible to track and meet financial numbers for the group to meet Margins and review quarterly to meet overall organization goal• Quarterly review of NPS and CSAT – Action Plan at unit level to drive and improve overall score• Working with Cross-functional team and leaders (Shared Service team and Customer Care Team) to drive results and quick resolution for our client• Delivered multiple large scale complex projects, including Clients' Annual Enrolments, acquisitions, divestitures, and conversions• Established routines to facilitate aggressive operational improvements, met and exceeded Client and Organization SLAs and success measures consistently• Implemented Agile methodologies• Focused on increasing top-line and reducing costs through optimization. Profit & Loss and financial management and accountability• Change management within and across business units• Coaching & mentoring aspiring leaders with a long term development roadmap• Collaborated with support functions, HR, Quality, Recruitment & Training

As Practice Manager, I was aligned to 2 Client Delivery Group and accountable to deliver work from India for Technology and Operations. • Managing and delivering operating plan. • Driving efficiencies through continuous improvement and automations.• Driving KPI, SLA and CSATs as per contractual agreements. • Build a collaborative and consultative relationship with internal / external stakeholders • Global Sourcing- Executing GS plans/transitions internal or external, responsible for India resource planning and adhering to global sourcing commitments, supports North America Region developing global sourcing and work transition plans• Responsible for budget inputs, development and meet budgeted financial goals, involved in Demand and Supply/Financial forecasting • Ensuring governance routines are adhered to, regular analyses on client defects, financial implications, effective RCAs, risk registers • Overall tracking for major projects within business (e.g yearend projects, change order cycles)• Creating strategy planning for each financial year covering automation/continuous improvements/increasing operational health, building quality practices• Partnering with Learning & Development to create/conduct special leadership/mid-level management grooming sessions • Creating succession planDuring this Period, I also led a Project to Automate Dashboard into Digital and reduce the manual effort. Worked with Automation team and provided requirement to cover the manual steps into Digital Dashboard for all 150+ clients in Large Market Group. Implement and conduct session on Digital Dashboard demo with North America and India Team. Resulted 5 FTE efficiency and value proposition for the client.

As a Senior Benefit Manager in Large Market Client Business Group, I worked in Multiple role during this time. I was assigned a team of 150 colleagues in Shared Service model to create COE and transition work from Large Market business group. Worked on Automation program on Edits to reduce manual effort and increase quality efficiency. Later, I moved to Large Market group and was accountable for overall Operation delivery for 3 accounts - Tech and Operations colleague to deliver work end to end from India. Responsible to drive efficiencies through Continuous improvement and automations. I lead engagement program for my entire cluster to drive collaboration and engagement activities for colleagues.• Build a collaborative and consulting relationship with Internal and External Stakeholders• Ensuring governance routines are adhered to, regular analyses on client defects, financial implications, effective RCAs and risk register• Overall tracking for major Projects within business i.e. Yearend Projects, change order cycles and Ongoing Projects• Creating Succession Planning• Partnering with Learning & Development to create/conduct domain and soft skills training session• Global Sourcing – Executing GS Plans/transitions Internal and External, responsible for India resource planning and adhering to global sourcing commitments, support North America region developing global sourcing and work transition plans.• Responsible for budget inputs, development and meet Financial targets and metricsDuring this period, worked on Edit Automation project with help of UI Path. created process of edits with standard processing and convert them into documentation to automate those edits. Gained efficiency of 30 FTEs through this automation and resulting in high quality delivery too. Contributed to metrics and over exceed Financial targets

As a Senior Manager in Large Market Client Business Group, I was accountable for overall Operation delivery for Client Delivery group that I was responsible for (Managing 3 Client with revenue ranging from $20-25 Million. Managing team of Tech and Operations colleague to deliver work end to end from India. Responsible to drive efficiencies through Continuous improvement and automations. I lead engagement program for my entire cluster to drive collaboration and engagement activities for colleagues.• Build a collaborative and consulting relationship with Internal and External Stakeholders• Ensuring governance routines are adhered to, regular analyses on client defects, financial implications, effective RCAs and risk register• Overall tracking for major Projects within business i.e. Yearend Projects, change order cycles and Ongoing Projects• Creating Succession Planning• Partnering with Learning & Development to create/conduct domain and soft skills training session• Global Sourcing – Executing GS Plans/transitions Internal and External, responsible for India resource planning and adhering to global sourcing commitments, support North America region developing global sourcing and work transition plans.• Responsible for budget inputs, development and meet Financial targets and metricsLed a Green Belt project for one of Business Group to reduce the pendency by 90% for Customer request and improved the process by reducing the creation rate. Was also certified through this project as Green Belt in Quality.

Leading Project for "Generating Client Impact" for AVP and VP Position. I was responsible to work with Vendor - Stephen Covey's Training Team to organize and conduct training in India at Leadership level on Sales and how can we generate client Impact through Genpact value's and core competencies to Hunt & Farm client. Work with Vendor on Training content and also leading Reporting team who analyze and evaluate Client New win and Renewal % - Pre and Post Training. Work on sensitive data open for RFP in the market and share the details to leadership to provide leads for New Client Wins.

Managing DC and DB team for UK Client. Client Delivery & InteractionSLA & Metrics ReportingResource PlanningTransitionPerformance ManagementSOP DocumentationTeam & Leave ManagementAttrition ManagementAssociate Engagement

Resource PlanningTransitionPerformance ManagementClient InteractionSOP DocumentatioTeam ManagementLeave ManagementAttrition ManagementAssociate EngagementMetrics and Reporting

As Process Lead, I lead Project for the organization and streamline and provide solution to mitigate risk. These projects majorly are expose for financial penalties and need to work with team to identify the Gap in the process and implement Process control and control checks. I was also involved in auditing and work with team to improve SLAs and Metrics. Got exposure towards quality in this role and led Lean and Green Belt project with quality team. Defined Internal team to conduct audit on high-risk processes and critical clients to identify issues and created SLAs to publish within stakeholders. I transitioned Audit work and Special project to India from North America team with end-to-end ownership. I was responsible to manage the project assigned to me and work with the client and shared service team to identify the issues and deliver the work. Projects include DBP Drop Process Projects, Security Audits, Audits on New Hire enrollment and Other critical event in Health & Welfare Process. Responsible to train new colleagues and assign Project task to complete the work on time. Responsible to lead Innovation theme for entire group to generate ideas and work with team to create the process and execute it. Responsible to Identifying and resolving Errors and Omissions.

As team Developer, I was responsible to deliver high quality of work with timely deliver and within TAT. Assisting Operations Manager in Day-to-Day Activities and responsible to manage processing Calendar and ensure that team work as expected as per Blueprint and process due date. Act as SME on the processes and manage critical processes and Critical Clients. Conduct training for New Hires and work on SOP updates. Managed Pod of 16 colleagues with different Health & Welfare Processes and co-ordinate with them starting of the day on Work status. Responsible to publish productivity reports and SLA metrics reports internally and to stakeholders. Worked as Auditor on the critical processes and train the trainer certified on some of Health & Welfare Processes too. I Identified and implemented numerous process Improvements to improve the process health and look for NVAs in the process

As a Team Member, responsible for Transactional processing work for Fortune 500 client and providing service solution to Outsourced Retirement and HR Solutions. I was responsible for administrating Health benefit for the client and work on service request and ongoing processing. Accountable for delivering 46 processes for US Health & Welfare Process and ensure timely deliver and quality work.