Manager Customer Service

RESUME OF ARIJIT BASU

Contact No. 999*******

E-Mail ID- *********@*****.***

Present Address- Flat No. O-1402, 14th Floor, Jaipuria Sunrise Greens, Plot

No. 12A, Ahinsa Khand, Indirapuram, Ghaziabad.

Executive Summary

Operations Manager with 9+ years of total experience. Extensive experience

in Back office operations, specially in HRO benefits

Key Skills

HRO Benefits Administration People Management

Client Management

Performance Management

Project Management

Training & Development

Professional Experience - September'2005 to Till date

Organization - Aon Hewitt

Location: - Noida, UP

Designation: - Benefits Operations Manager (October 2012 to till date)

JOB PROFILE:

As a Benefits Operations Manager, I'm responsible for the entire client

operations of the US clients aligned to me. I also manage the team of the

Benefits Analysts & Senior Analysts work for these clients. We administer

benefits for their employees in the Health & Welfare domain.

Operations Management :

1.Work in tandem with on shore counterparts to set directions for the

unit

2. Support Operations Execution Plans

3. Coordinate with the Construction team& other support groups with

the new updates in requirements & change orders

4. Ensure the standard operating procedure (SOP) documents are current

and accurate

5. Lead the Operations review meeting to check the status of the

different client deliverables

6. Looks for opportunities to improve and innovate operating

efficiencies across the end to end process

7. Look for opportunities to improve operating efficiencies globally

8. Assesses & escalates (when required) risk/opportunities in

performance/delivery, adherence to Best Practices, standardized

procedures & documentation, budget deviations

9. Establish metrics and measurement and focus on continuous

improvement

10. Look for improving the productivity of the teams

Client Management:

1. Regular touch base with the client contacts to understand the

needs, align the deliverables accordingly

2. Regular review mechanism with the clients to enhance relationships

and constant focus towards improvement

3. Validate the client's Requirements & update the team about the

latest updates.

4. Draft, prepare and/or manage project plans, including risks and

issues

Project Management

1. Hold responsibility for giving input, planning and/or directing

work activities related to projects

2. Identify and/or implement process improvements

3. Update the Leadership team about the status of the deliverables

4. Understands and analyzes the impact of changing priorities and

balances resources appropriately

People Management

1. Leverages the talent/resources on the team to generate results

2. Coaches Benefits Administrators to improve client delivery

3. Monitors associate performance to ensure that results are achieved in

an effective/efficient way

4. Conducts necessary performance management conversations with

associates; uses tools and resources available to managers at Hewitt

5. Educates, reinforces, and holds associates accountable for behaviors

that support Aon Hewitt Policies and guidelines (e.g., Code of

Conduct, Data Privacy.

Previous Roles in Aon Hewitt

India Operations Manager (May 2010 to September 2012)

JOB PROFILE:

As an India Operations Manager, I was responsible for the entire offshore

client deliverables of the US clients aligned to me such as Hyatt Hotels,

C.N.A Financial, and KeyCorp. I also managed the team of the Benefits

Analysts & Senior Analysts work for these clients. We administer benefits

for their employees in the Health & Welfare domain.

My responsibilities included but not limited to

1. Monitors client operations dashboard measures to proactively manage

client-level impacts

2. Identifies, plans, and manages process improvement projects to create

year-over-year efficiencies in operational workloads

3. Tracks and improves capacity and utilization of resources

4. Manages and coordinates projects and takes all necessary steps for its

successful and timely completion

5. Creates and loads blueprints for the team

6. Reviews and signs off on escalated deliverables (e.g., data quality

checks, client responses)

7. Reports system defects via defect submission process and collaborates

with appropriate stakeholders to mitigate participant damage/risk

8. Collaborates with stakeholders to ensure proper handoffs to operations

team

9. Ensures processing documentation is accurate and complete;

receives/verifies updates resulting from change orders.

10. Develops and delivers client-specific operational training; monitors

ongoing adherence to standard operating procedures to ensure high

quality

11. Provides day to day client contact support for participant- and/or

processing-related issues; provides complete and accurate client-ready

responses for participant

12. Processing-related issues that are escalated to senior client contacts

Experianced Benefits Analyst (April 2008 till April 2010)

JOB PROFILE:

1. Identify the activities that can be transitioned to the Processing

Associates (OCP).

2. Root cause analysis of potential production defects by leveraging plan

provisions, standard operating procedures and other key client

requirements.

3. Prepare the Process Flows to identify the non value added steps &

remove it.

4. Provides day to day support to the client and third-party

administrator contact for participant processing inquiries.

5. Responding to the emails sent by the client HR contacts regarding any

participant issue.

6. Resolve the issue/query sent by the end client & respond to them on

time.

7. Coach and Mentor for back-up BA & first point of escalation.

8. Works with BOM (Benefits Operations Manager) to communicate

problems/issues faced by the offshore team.

9. Provide daily update to the CDG Operations Manager regarding the

offshore activities.

10. Works with Customer Service Associate (CSA) to most effectively

facilitate issue resolution including workflows. Manage the one time

work orders for the client/clients. The onshore counterpart sends the

task to me & then I allocate the work among the available resources

in the team. Also send the final report to the onshore team on time.

11. Facilitate the monthly operations review for the team.

Benefits Analyst (Nov 2006 to Mar 2008)

As a Benefits Analyst, responsibilities included

1. Resolve the critical issues encountered by the Processing Associates.

2. Resolve the Workflows created by the Customer Service Associates.

3. Interact with the Onshore team to update them about the daily

activities & issues

4. Check the eligibility of the participants who want to enroll into the

various Life plans & Health plans offered by their employer.

5. Report the Technology team about the system issues & submit defect for

the same.

6. Support my Manager to manage her daily activities.

7. Provide training & mentoring the other associates & new joinees in the

team.

8. Transition new processes from time to time.

Team Member (September 2005 to October 2006) in YSA Claims

Job Profile:

Analysis the claims (whether to approve or deny) made by the participants

to reimburse their Flexible Spending Account (both Health Care & Dependent

Care).

Onsite Transition Experience:

IOM transition (July 2010 to August 2010)

Transitioned Client Operations Manager work from Lincolnshire,USA (onsite)

to India for the 3 clients.

Benefits Analyst transition (Jan 2007 to Feb 2007)

Transitioned highly complex work from Lincolnshire,USA (onsite) in January

2007 for the Benefits Analyst profile for the client Hyatt Hotels.

Previous Experience:

Bajaj Finance Ltd. (July'2004 to June'2005)

Job Profile:-

Responsibilities included maintaining a track record of incoming and

outgoing cheques of the customers and maintaining MIS. Also keep accounts

information of the customers and post them into the system. Also interact

with the customers to resolve their various queries.

Qualification:

2001: Bachelor of Commerce (Hons.) from North Bengal University

Personal Details:

Father's Name : Mr. Arup Kr. Basu

Date of Birth : 13/10/1979

Sex : Male

Marital Status : Married

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