May 2022 – Sep 2024 · 2 yrs 4 mos · Noida, Uttar Pradesh, India

Nov 2019 – May 2022 · 2 yrs 6 mos · Noida

• Acting as brokers between client and insurers – Claims settlements, new client set-up, policy administration across Singapore & Hong Kong location for Health benefits
• Ensure ‘Client SLA’ driven results in terms of Quality, Turn Around Time & Customer Experience for broking claims
• Business Data Analytics by Udemy
• Regular connects with multiple stakeholders to assess health of the client, resource planning and colleague performance
• Automating several reports pertaining to performance management and implementing differential scorecards at various levels
• Establishing well-structured plans on employee on-boarding, domain learning, career progression, engagement activities and so on
• Translating business vision and strategy into operational tactics; initiating & driving business transformation and productivity initiatives in a manner that improves operational execution
• Solve complex talent challenges and improve business performance and performance management
• Collaborating with Quality function to inculcate the 5 why terminology and use of RCCA technique for betterment of process efficiency

Mar 2006 – Nov 2019 · 13 yrs 8 mos · Gurgaon, India

• With 15+ years of post qualification experience in Operations management, Knowledge transfer management, quality management and client servicing in the BPO industry.
• Deftness in handling overall functioning of processes & implementing procedures in line with the pre-set guidelines.
• Proficient in managing & leading teams & experience of developing procedures, service standards for business excellence.
• Possess excellent interpersonal, communication and organizational skills.
• Ensure ‘Client SLA’ driven results in terms of Quality, Turn Around Time & Customer Experience for YSA Claims Process
• Regular connects with multiple stakeholders to assess health of the client, resource planning and colleague performance
• Automating several reports pertaining to performance management and implementing differential scorecards at various levels
• Holding yearly/half yearly strategic business meetings with onshore executives; reviewing monthly performance on SLAs (TAT & Quality metrics) and discussing plans with leadership teams, reporting key updates
• Establishing well-structured plans on employee on-boarding, domain learning, career progression, engagement activities and so on
• Translating business vision and strategy into operational tactics; initiating & driving business transformation and productivity initiatives in a manner that improves operational execution
• Solve complex talent challenges and improve business performance and performance management
• Robotic Process Automation Opportunities in ‘High Impact Low cost’ classified functions
• Built a culture of ‘Open Door Environment’ 2 deep in hierarchy and strong practices on controls around performance feedback, Predictive Ranking, Career Mobility and Leadership Empowerment & Exposure
• Collaborating with Quality function to inculcate the 5 why terminology and use of RCCA technique for betterment of process efficiency

Oct 2004 – Feb 2006 · 1 yr 4 mos

• The Deliverables:
• Coordinating with the entire Department i.e. (Finance, Claim, Cashless, Call center).
• Managing MIS.
• Interacting with the clients & underwriters.
• Business Developments

Feb 2003 – Jul 2004 · 1 yr 5 mos

• The Deliverables:
• Handling database queries.
• Generating Reports, Printing reports & Performa
• Providing optimized solution to different problems related to database.
• Processing data regarding Electronics & Software (Production + Exports) throughout India
• Interacting with the Companies
• Editing Work (i.e. updating information for guide to Electronics Industry in India, Electronics Journals, generating labels etc