Managed e-2-e bank/account with multiple processes and geographies within mortgage and banking area with ~290 FTEs.
Managed all aspects of business including but not limited to -

Risk and Compliance with the respect to policy document
Contractual Risk

Quality Assurance

Service delivery

Customer management

Transitions

People management

PnL for the account

Cost optimization

Process Improvement

Automation

Currently looking after audit and Compliance for Medicare & retirement business. We provide claims adjudication services catering to various products of various LOB’s serving approximately 1.3 million Medicare Beneficiaries covering 50 states. The team provides adjudication services to both network products (HMO/PPO) and non-network based products (PFFS) covering Medicare Advantage plans – Medicare Complete and Medicare Complete Choice Plans

Roles :-

Process Management:
• Currently managing a team of 22 FTE’s. This includes 1 SME’s & 2 OJT’s.
• Day to inventory management for the assigned LOB
• Forecasting workload and scheduling staff to meet anticipated workload within scheduled turnaround time thereby enhancing efficiency and meeting deadlines
• Analysis of customer feedback on procedural and judgmental errors, generation/development and implementation of action points and control plans
Vendor Management
• Supporting vendors (*****); this includes daily KMI call; supporting them on their NW & untrained reviews/claims
 Training / knowledge transfers for vendors across various sites
 Measuring their performance via Calibration done with them via MSA and quality check
 Daily review of their performance with LOB
• Forecasting workload and scheduling staff to meet anticipated workload within scheduled turnaround time thereby enhancing efficiency and meeting deadlines
• Analysis of customer feedback on procedural and judgmental errors, generation/development and implementation of action points and control plans
LOB Management
• Ageing & TAT performance for the entire site : Driving critical metrics for the site & vendor sites; on which received accolades several times
• Representing site on various KMI calls
• Single point of contact for the site from manager group; also co-ordinates with LOB for all performances of vendors on differnt projects

- Managed quality assurance and Risk compliance for multiple processes dealing in Respa, Reg X processes
- Proficient at managing high performance teams, able to achieve critical targets through efficient process operations.
- Worked on the origination side of business

Supervise 15+ customer service reps and responsible for leading a team to provide effective customer Service and experience.
Foster an environment in which employees are motivated to deliver top performance. Reward associates for excellent performance.
Review and analyse performance reports against targets on a weekly/monthly basis.
Responsible for attrition management and arranging for backfills on a timely basis for managers span