Vivek Baskar

• Lead digital transformation, AI, RPA, and business automation initiatives across Healthcare, Insurance, and BFSI operations.
• Partner with leaders, PMs, IT teams, and delivery stakeholders to define scope, requirements, success metrics, and governance
plans.
• Create BRDs, FRDs, process requirement specifications, user stories, use cases, workflow maps, and functional documentation.
• Drive Agile/Scrum delivery, backlog refinement, UAT coordination, defect triage, change management, and stakeholder
engagement.
• Build Power BI KPI dashboards for operational performance, project health, benefits realization, and executive governance
forums.
• Identify AI and automation opportunities across RAG/knowledge retrieval, workflow automation, document processing,
exception handling, analytics, and process optimization.
• Support API integration discussions by translating business process needs into integration requirements, data mapping
expectations, and acceptance criteria.
• Manage PMO communications covering status reporting, funding, resource allocation, invoice governance, DSO/cash-flow
improvement, risks, dependencies, and actions.

• Built quality governance across process adherence, audit controls, risk management, customer experience, and continuous
improvement.
• Facilitated Lean Six Sigma, Kaizen, process reengineering, VOC, impact analysis, and continuous improvement workshops.
• Developed end-to-end process maps, identified control gaps, and converted improvement opportunities into executable
transformation plans.
• Managed QMS/ISMS compliance aligned with ISO 9001:2015 and ISO 27001, audit adherence, findings analysis, and
management impact reporting.

• Supported process excellence, operational reporting, playbook/SOP creation, team enablement, system upgrades, vendor
coordination, and governance routines.
• Applied Lean Six Sigma methods to improve operational discipline, productivity, service delivery quality, and process control.

• Managed quality compliance, internal audits, risk analysis, and control monitoring for Healthcare and Insurance operations.
• Prepared SOPs, quality protocols, CAPA, root cause analysis reports, audit records, and compliance reporting packs.
• Collaborated with Legal, Operations, IT, and business leaders to resolve quality issues and improve compliance controls.
• Led risk assessments and global CQIP discussions to reduce non-compliance cases and improve process performance.
• Converted audit trends and operational data into actionable insights, dashboards, and improvement recommendations.

• Delivered end-user computing and field technical support including incident coordination, service request handling,
troubleshooting, and documentation.
• Supported CMDB governance and Configuration Management activities, ensuring accuracy and completeness of Configuration
Item (CI) records.
• Collaborated with cross-functional teams to maintain application, infrastructure, and service relationships within ITSM
processes.
• Applied ITIL best practices to improve service quality, governance compliance, and operational efficiency.
• Facilitated stakeholder discussions and data validation sessions to support service mapping and dependency management.
• Monitored and resolved CMDB data quality issues, driving continuous improvement in configuration and service management
processes.
• Built MIS reports and dashboards for AR denial/payment collection tracking, productivity, trend analysis, and leadership review.
• Automated appeal letter generation and operational documentation using PowerTerm, VBA/macros, and scripting logic,
accelerating 50, 000+ high-volume claims.