Apr 2019 – Jan 2022 · 2 yrs 9 mos · Gurugram, Haryana, India · Hybrid

• Domain expertise in loan healthcare Insurance
• Domain expertise in Medicare and Medicaid Insurance
• Leadership capabilities of handling team size of 150+ employees
• Validate and Improve Process Performance (CPH, Accuracy, AHT, Utilization)
• Adhering to the External Governance model like Bi-weekly calls, presentation of weekly and monthly dashboards,
• monthly governance call, etc.
• Organizing training and refreshers to the team member and setting clear vision to the employee.
• Heading & supervising a team of 45 people directly and 150+ employees indirectly and participating in the team’s day-
• to-day activities apart from that was also handling 3 SME’s
• Conducting 1-1 meeting with every employee reporting and review the team member’s performance on day to day
• basis.
• Monitored the daily performances by the executives and assisted them with the grievances they are facing
• Reporting to senior management about the periodic updating and exceptional grievances in operations
• Conducting daily meetings with the other assistant managers and discussing about their report statistics and the
• respective feedback.
• Interacting with On-shore partners to solution for complex and PG related claims.
• Coaching and developing existing employees and planning and goal-setting for future periods.
• Tracking and reporting scorecard results to senior management. • Ensure compliance with internal policies and
• procedures and information security standards.
• Daily operational activities such as Roster the team as per the forecast received, Managing leaves/attendance, Work
• allocation as per skill set Daily/weekly/monthly reporting, Monthly/Half yearly/Yearly performance review, Preparing monthly R&R and incentive plans & Grooming the team to complete the work assigned within the time lines and preparing them for the next role.
• Effective team/process management through & Goal setting with robust action plans & constructive feedback
• Creating MIS of team

Aug 2016 – Aug 2018 · 2 yrs · Gurgaon, Haryana, India

• Team leading role in US Residential Mortgage business

Mar 2013 – Jul 2016 · 3 yrs 4 mos

• Team Leading role in Operation