Apr 2019 – Jun 2022 · 3 yrs 2 mos · India

Jan 2015 – Apr 2019 · 4 yrs 3 mos · Greater Hyderabad Area

• Job Description: Managing squad of 200+ members with four different spans of project in addition to IC (Individual Contribution) responsibilities.
• Job Responsibilities:
• Responsible for Site Management
• Transition of new processes in Agile environment
• CBA and OE Budget Management
• Performance Appraisals
• BCP Simulation
• Responsible for capacity management
• Transition of new processes
• Responsible for hiring candidates to backfill requirements
• Responsible for conducting appraisals and computing the compensation benchmarking
• Working with different stakeholders for smooth functioning of the upstream and downstream of the process
• Responsible for CPT (Cost Per Transaction)
• Responsible for Employee engagement and development initiatives in various forums
• Responsible for identifying and executing GB and Lean projects
• Responsible for floor hygiene and performance metrics of the team
• Responsible for conducting Business reviews
• Identifying Process Improvement Opportunities through Lean and Six Sigma methodologies
• Key Results:
• Agile Initiative for Provider Data remediation to keep up NPS scores intact
• End to End Process setup (including Automations, WFM, Reporting and Operations)
• 0 Attrition throughout FY 2016-2017
• Managing teams at different location
• Automated: Proposed and completed 2 project automations directly impacting the project billing and man hour savings. QNI (3MN)
• Transition and Setup- Have led the Bilingual Customer Service Voice Support setup in Hyderabad base
• Cross-training: Created cross-training environment to maximize the growth opportunities for the mid and higher grade employees. This has improved the CPT of a process and increased utilization
• Executed differential goal metrics based on tenure and grade of employee to better balance the pyramid. Estimated 120% increase in bottom line against the baseline
• 32% of the team has experienced growth through lateral movement or performance management

Oct 2012 – Jan 2015 · 2 yrs 3 mos · Hyderabad, Andhra Pradesh

• Job Description: Managing squad of 80 members with two different spans of project in addition to IC (Individual Contribution) responsibilities.
• Job Responsibilities:
• 1) Project Management-
• Allocating staffs based on client requirement and deliverables
• Identifying critical resources and training them on highly value added projects and services
• Interacting with client and PMO for gathering Ageing Trial Balance data and participate in resource planning based on project analysis
• Identifying areas of higher ROI and cash acceleration and developing plans to increase the scope
• Coordinating with BA for areas of improvement and data sets
• Coordinating with IT to develop / enhance / modify tracking tools to increase operations efficiency and data availability
• Liaise with compliance team for compliant reviews and identifying areas of potential threats as per HIPAA
• Managing SOP’s and streamlining processes as per PCN (Process change Notifications)
• Coding Process
• 2) Automations-
• Crunching the weekly Project Inventory through multiple set of automations, thereby reducing manual workload to 5%. Saving approx. 80 man hours
• Pre-processing and automating files through 271 processing (HIPAA transaction) and aiding the team with all data information, thereby increasing efficiency by reducing time invested in research
• Identifying scopes for automations within the project SLA and developing integration modules for better ROI
• 3) People Management-
• Providing necessary training and mentoring to the team for an effective AR resolution with the major US insurance companies
• Managing the team’s performance by regular monitoring the productivity and quality achieved, providing diligent feedback and appreciations thorough connect sessions
• Planning of work assignment, revisiting and reinventing the assignment strategies once in two months to accelerate performance and curb monotony

Feb 2005 – Oct 2012 · 7 yrs 8 mos · Hyderabad, Andhra Pradesh