Assistant Manager
Ernst & Young
Total years of experience :21 years, 1 Months
Ernst & Young, Assistant Manager (HRSS), Kochi, Kerala, India Jul’2016 to till date
EY is a global leader in assurance, tax, transaction and advisory services. The insights and quality services we deliver help build trust and confidence in the capital markets and in economies the world over. In so doing, we play a critical role in building a better working world for our people, for our clients and for our communities.
Assistant Manager (HRSS - Mobility Management)
• Managing multiple teams of EY - Mobility and support the Global Mobility team across Globe.
• Schedules, administers, and monitors the day-to-day activities for the team in GDS in accord with established policies, procedures and service level agreements
• Leads a Green Belt Project in the Unit to enhance the service delivery TAT from 83% to 99% in 6 months timeframe.
• Reviews deliverables (including MI reporting) as necessary to ensure service levels and quality standards are MET.
• Conducts quality checks and/or reviews select work of teams; provides appropriate feedback on performance
• Trains, develops and motivates team members; provides guidance, direction and performance evaluation of team.
• Contributes staff recruitment process, billing, Work Order Invoice agreement etc...
• Challenges existing processes and approaches and provides innovative suggestions; implements opportunities that improve operational efficiency, effectiveness, internal controls, and/or customer service
• Serves as escalation point for functional issues; work closely with HR Manager, Customers and other department heads to resolve as necessary.
• Participates in leadership meetings and/or customer calls to share feedback and operational results
• TNI for the team's as per business requirements and ensure that all of them are equipped with the necessary skillset to perform their ongoing activities without challenges.
• Participates in GSS initiatives and other projects (as assigned)
Fragomen Worldwide, Project Manager (Business Support), Kochi, Kerala, India Dec’2015 to Jun’2016
Fragomen, Del Rey, Bernsen & Loewy LLP is a New York City-based International Law firm established in 1951 and specialized in providing a range of immigration law services to corporate and individual clients.
Project Manager (Business Support)
• Manage a team of 58 odd colleagues with 5 Team Leads and colleagues to ensure the Client, Process, People and Financial routines and rhythms are performed without any MISS.
• Understand business requirements and plan for effective resources, manage the change requests & risk planning, etc.
• Responsible for client relationship, new business opportunities.
• Ensure adherence with client protocols/procedures and zero escalations from the clients handled.
• Responsible in setting up targets, scope and SLA with the global partner CSM’s.
• Monitor the operations and reporting the MIS of various functional teams including process documentation like process maps, project plan, process document, migration dashboards, mitigation plans, training and course plan, etc. Preparation/Review of protocols, documents, templates, etc., as appropriate
• Performance management of the teams under Workplace services
• Develop and maintain a productive work team via training and succession planning and consistently promote a strong corporate culture, quality and high performance work teams.
The Growth Path
Nov’12 - Nov’15 Operations Manager in Benefits Administration (US)
Nov‘06 - Oct’12 Team Developer in Benefits Administration (US)
Mar‘06 - Oct’06 Quality Auditor in FSA Claims Adjudications (US)
Oct’04 - Feb’06 Claims Adjudicator in FSA Accounts (US)
Operations Manager (Benefits- Support Group), Guindy, Chennai, Tamil Nadu, India:
• Manage & Lead a team of 25 odd colleagues and ensure the Client, Process, People and Financial routines and rhythms are performed without any MISS.
• Set up quality standards for various operational areas, ensuring a high-quality customer experience while adhering to work processes. MIS/ Operational Reporting
• Ensure the Client deliverables delivered basis the defined parameters(a) Productivity metrics ( TAT, AHT, Accuracy, QA Audits, Compliance Metrics)
• Involved in various quality improvement projects and have been able to implement my learning to drive process improvements in the cluster.
• Deploy / implement quality tools, process / risk management and identifying techniques
• Manage operational transitioning / migration and management of processes.
• Ensuring continuous interaction with the Onshore Team for process effectiveness.
• Examine new areas of Improvement & scope of work. Assisting in the launching of Process Maps, to include; documentation of improvement in processes/procedures, training of personnel.
• Regularly submit executive summary regarding the performance to Leadership.
• Carry out performance appraisals of all colleagues aligned periodically as required by the company’s HR policies.
• Participate in monthly, Quarterly & Yearly reviews done by the Client and Senior Managers.
Team Developer (Benefits- Support Group), Gurgaon, Haryana, India.
• Prepare & present various weekly / monthly MIS reports pertaining to process / productivity to Senior Management
• Effectively planning resources basis the tasks and shrinkage, thus ensuring completion of work without any hassles.
• Generates MIS Reports and creation of SOP, Process Maps & Flows and Operations review.
• Individually interact as a First point of Contact (SME) in their processing issues and make sure that issues get resolved and everyone in the team is on same platform.
• Doing Quality Audits and report out the Accuracy to Internal and External Stake Holders.
• As a Domain Expert, I was part of ATE Tool Implementation, (E) JES Tool Implementations and Zero Defect Project.
• In the absence of Reporting Manager achieved all business requirements & individual goals.
Quality Auditor (YSA Quality), Gurgaon, Haryana, India.
• Responsible for improvement/ enhancements of the Process by established auditing techniques to retain clients enhance services.
• Carry out internal audits to assure that allotted locations are in consent with corporate documented procedures.
• Doing Quality Audits and report out the Accuracy to Internal and External Stake Holders.
• Managing Inventory for the entire cluster & giving reports to the seniors about the team works on a daily basis.
Claims Adjudicator (FSA)
• Doing Backend processing of US Based HRO plan benefits (401k plans) like HealthCare (Medical, Dental, Vision, Prescription) & Dependent Care through the transactions on to the Mainframe Supported participants.
• Uploading the Inventory Dump to the MIS Tool so that every associate gets equal quantity of Work.
About e-MR: EMR Technology Ventures and its associate companies are a provider of outsourcing solutions in the financial services vertical. EMR distinguishes itself from generic outsourcing providers by offering the entire spectrum of back-office financial services starting from claims processing to high-end analytics and knowledge management services. EMR’s areas of specialization are claims processing and adjudication for insurance and healthcare, underwriting and analytics for the mortgage industry, analytics and knowledge management for capital markets, and finance and accounting back office processing.
* Data Verification of US Health Care forms like HCFA-1500, HCFA-1300, UB92, Dental and EOB
* Operations transition and deliver on client SLA (Service Level Agreement) within the set time frames and ensuring the correct means to achieve the targets.
* To ensure and monitor process profitability by achieving productivity and by the combination of three fundamental processes: Performance analysis, Cause analysis and intervention selection.
* Processing Claims of US based Clients with 100% quality.
“Shopper’s Stop is the pioneer in retail industry in India, delivering high level of Customer Service”
* Joined as a Customer Care associate to deliver excellent service, make the customers satisfied, and retain them.
* After 6 months promoted as Cashier and make sure that cashiering without any cash variance and time deliverance.
* Awarded as the First person to make 35 First Citizen Members in 15 days (Shopper’s Stop).
* Trainings about each brand and their products in detail, which helps to understand the different techniques/tools used in each product.
* Awarded internally several times for my extra Initiatives & excellent service to Customers also got appreciations from Senior Management.
Completed MBA from Pondicherry University