Proactive and result oriented professional with a broad experience of client services group. I am seeking to be the part of the organization where I can utilize and enhance my skills to grow my own career as well as the organization. I am looking forward to enter in a healthy environment where I can share knowledge with my colleagues and seniors and get the best opportunity to learn from their experiences and implement into mine
(1) Current Employer
Mercer India Pvt Limited, Gurgaon
Mercer is a leading HR Consultancy of offshore Business Process Outsourcing solutions. Mercer is an organization that strives to build high quality standards. Mercer provides customized global sourcing solutions to a diverse group of clients who rely on us for vertical-specific processes, as well as shared corporate services.
September, 2008 – Till Date
Presently working as Process Champion (Team Leader) for Mercer Australia, a leading Human Resource Consulting firm that deals with Australian Superannuation plans (Same as we have DB\DC plans in US). A back office profile catering to the retirement (or Pension) plans of Australia based members providing them with income during retirement. Mercer Human Resource Consulting is a global leader for trusted HR and related financial advice, products and services.
I am into Insurance work (Claims and Underwriting) (Financial Domain – Level 3).
Handling reporting work and data required by the management
Providing timely updates to Supervisor and onshore counterparts
Making presentation on the process for new hires as well as for existing associates for training.
Making all the new updates in the SOP (Standard Operating Procedures) and to review them side by side which help in processing the job effectively and efficiently.
Responsible for maintaining and ensuring completeness of process work papers and related documentations.
Successfully completed various remote transitions process and get them live successfully.
Finalisation of all external and internal error report and give the feedback to the associates.
Daily Team huddle and Share the onshore update within the team.
Built and maintain the client relationship.
People Management, built and maintain the professional relationship
Exceptionally ‘Good and Rewarding feedbacks’ from client for contributing towards process improvement and enhancement.
External Error RCA of the work done by the Team Members and have the discussion with onshore counterpart.
Benefit calculation with the help of different applications and calculate the premium for the customers.
Analysis of the documents for underwriting.
At Mercer I have started started taking trainings on Quality. I am now leading the Claims and Underwriting team and have four Analysts reporting to me. I am Process Champion (Team Leader) and the Business Owner for the Claims and Underwriting process and report directly to a Manager. I am also handling the Learning and Development part for my Team. At Mercer, I recently got awarded for our successful transition and the smooth running of the process. I also got a special VOC from the Australia Office for the successful training of the new hires. I also have been awarded with the Silver Award for my performance in 2010.
Senior Process Associate
Handling US Insurance Claims process for Marsh.(Company)
Payment calculation through various software and make the claim payment to the clients.
May 2006 to August 2008
Includes Managing the day to day team activities across shifts in the delivery of product/process, identify areas of potential risk/exposure and strengthen controls.
Efficient resource management to ensure consistent availability of require FTE’s.
Analyze volume trends/spikes in coordination in MIS and manage resources to meet team/floor production targets on time.
Effectively discharge the duties and responsibilities of a floor coordinator during the designated shift hours.
Maintain, track and analyze quality process review and accuracy records for all the team members
Update and maintain current Trainer and Trainee manuals.
Training and cross training new resources.
Basic computer operating.
Strong analytical, and people management talents.
Ability to interact effectively with prospects, clients and colleagues from different disciplines to produce required business outcomes
Strong articulation and communication resting on the fundamentals of a mindset constantly searching for actionable inputs for the clients
Intellectual curiosity and creativity to pursue solutions and business models outside conventional frameworks
Ability to lead in a continually challenging environment.
Effectively plan, prioritize and execute everyday floor operations.
Ability to coach and give feedback on an ongoing basis.
Pursuing PGDBA from symbiosis pune
Degree / Diploma
University / Institute
U.P. Board Allahabad.
High School (10th)
U.P. Board Allahabad.
Father’s Name : Shri: Ramashankar Mishra
Date of birth : 5th Dec 1984
Marital status : Married.
Languages Known : English & Hindi
Hobbies : Playing Cricket, Listening to Music, Reading
Place: New Delhi Omprakash Mishra