Manager Operations
Capgemini
Total years of experience :18 years, 4 Months
Project Management on multiple projects catering to onshore and offshore locations.
Process Migration planning and execution to improve process margins.
Transitioning planning and execution with Due Diligence on New Client transition from operations point of view.
Business Solution support from operations point of view.
Supporting Pre-Sales team on research and creating RFI/RFQ responses.
Working on New business transitions with high-level and mid-level Process Mapping.
Working on Process Re-Engineering on the basis of Process Mapping.
Handling multiple Processes in LTC Facilities Claims, Policy Admin, Contact centre, Care Management & MedSup Claims
Core Experiences
Operations Management
Managing customer service operations inclusive of implementing short / long term plans managing teams with focus on excelling business targets & service delivery metrics.
Working on MIS reports, dashboards & other statements with a view to apprise management of Process operations and assist in critical decision-making process.
Working on improve process margins for onshore and offshore locations.
Quality & Process Improvements
Setting out quality standards for various operational areas, ensuring a high-quality customer experience, while adhering to the SLAs and work processes.
Identifying non value added activities and streamline the process.
Creating awareness for driving the process improvement strategy & methodology and ensuring maximum operational efficiency.
Client Servicing
Managing service operations for rendering and achieving quality services providing first line customer support by answering queries & resolving their issues, ensuring minimum TAT.
Assessing customer feedback, evaluating areas of improvements & providing critical feedback to the team on improvements and achieving customer satisfaction matrices.
Identifying improvement areas & implementing measures to maximise customer satisfaction levels.
Process Management
Mapping client’s requirements assisting in developing, implementing and transitioning, customising Processes in line with the guidelines specified by the client.
Implementing Standard Operating Procedures, Manuals to facilitate smooth functioning of process, ensuring conformance to Service Level Agreements.
Team Management
Conducting skip level, One on One meeting with teams and DRs’.
Creating and fostering a healthy environment which facilitates high performance of team members and accomplishments of organisational goals.
Project- Insurance Health Care Claims Adjudication
Handling the team on 15 people with responsibility of the SLA delivery.
Responsible for all the MIS reporting, Prepare monthly team performance dashboards for leadership review.
Given training to the team on SEPA protocols and how to setup bank address by IBAN (International Bank Account Number) and SWIFT-BIC codes.
Giving trainings to the teams on basic Sigma Tools and lean concepts e.g.:- Pareto, Run Chart, Histograms, FMEA, 5Ys, Fishbone(Cause and effect), Process maps, 5s, Muda, VSM, Lean Gen I., working on Minitab etc.
Computer application Business Studies Economic