Varun Agarwal Email & Phone Number

Gurugram, Haryana, India

Noida, Uttar Pradesh, India

Primarily focused on Project / Program Management, Business Improvement / Excellence, Stakeholder Management and Data Analytics, impacting organization profitability through effective strategic & tactical management decisions and new technology deployment.Headed Project / Project Management group, focusing on Strategic PMO, BCP Planning and ensuring compliance with project management guidelines. Also, Headed Strategic Programs responsible for formulating PAN India (Bengaluru, Chennai, Gurugram, Noida, Pune) strategic initiatives (~9000 employees), focusing on Productivity Enhancement, Operational Efficiency.People management expertise with experience of leading operations, project, and process teams. Led multiple Productivity Improvement and Strategic Transformation Programs which successfully resulted in expanding capacity, reduced cost and FTE saves. Also, Lead implementation of multiple Power BI dashboards.Wide experience in designing and implementing Process Frameworks for Infrastructure Managed Services, BPO and Shared Services

Noida, Uttar Pradesh, India

Managed a team of 10 DRs, which include Managers, AMs, Quality Leads with a total span of ~700 FTEs across 3 locations (Noida, Gurgaon & Chennai)Designed and implemented action plans, road maps and performance dashboards for organisationEnsured documents related to operations and quality such as SDP, SOP and SQP etc. are maintained and updatedin a timely mannerEnsured weekly and monthly trends and analysis are discussed with stakeholdersLed process improvement / re-designing forums for stakeholdersSpearheaded the ISO & ISMS certification inception journey for Noida & Gurugram locationDeveloped, motivated, and retained employees and challenged the team to set ambitious goalsProvided direction to Operations along with Quality Team and oversees the daily activities

Noida, Uttar Pradesh, India

Experience in Operations, Quality, Audit and Compliance for Infrastructure Managed Services, BPO and Shared ServicesLed a team of 5 AMs with a total span of ~75 FTEs across 2 locations (Noida & Pune)Created data collection strategies and dashboards for reporting agent effectiveness, quality scores and variousother KPIs for bad debt collections process for Health Insurance clientsLed the end-to-end ISO & ISMS certifications for Infrastructure Managed Services, BPO and Shared Services across locationsProvided directions, motivated, and trained the team members for ensuring optimal performance

Experience in Operations and Quality for Health Care Insurance provider. Handled the business for a leading Health Care Insurance provider in US. Business involved settling of Health Care Insurance claims for the members. Led a team of 20 associates Coached and motivated the team for optimum performance. Managed / Delegated of work with the team members with due authority & responsibility. Developed and identified training needs for the team. Published Weekly and Monthly Reports with due Analysis & Trends etc. Coordinated with management for the improvement and smooth operation of the process. Ensured process and SLA compliance

M.B.A, Finance

Gniit