Manager Back office

CURRICULAM VITAE

Paras Verma

.

Present Address

H No 13, Sector 5

Gurgaon 122001

Permanent Address

B-4D, Street No 9, Gurudwara Road

Mahavir Enclave, Palam Dabri Road

New Delhi-110045

CAREER OBJECTIVE

To work in a challenging atmosphere, that would provide me the opportunity for learning and growth. I will try my best to provide the best possible solutions in minimum possible time and will work for the growth and development of the Organization.

EDUCATIONAL QUALIFICATION

Completed Graduation, B.Com(P) in 2003.

Passed Class XII Delhi in year 1999

WORK EXPERIENCE

AONHewitt

Duration: April 2005 – Till Date

Benefits Operation Manager (Oc)t 2014- Till date)

Roles & responsibility are typically same but larger team and more client gets added depending on seniority and time spend in India ops manager role.

India Operation Manager

Role and Responsibilities (Dec 2012-Sept 2014)

(Health & Welfare)

From Strategy and planning point of view, responsible for:

Tracking capacity and utilization of BA resources, not only tracking but also responsible for improving it which includes: Managing BOA utilization:

– By Owning, creating and executing ongoing blueprints.

– By Reviewing and monitor blueprints for completeness and accuracy

– By Making adjustments based on supply/demand of BA resources.

– By Defining and update ongoing processing needs and associated hours estimates.

Monitoring client operations measures to proactively manage client-level impacts:

- It means that by Tracking, review and escalate trending of system/project issues to

Benefits Operations Manager (BOM) in order to meet and exceed client satisfaction or

Service Level Agreements (which basically revolves around Event turnaround, edit

resolution, workflow resolution, etc.).

- It required a proper Execution on operations action plans to positively influence client

satisfaction and to achive highest level of customer delight.

- Review metrics, data verifications, handling escalations, workflows trends

understanding and analysis is makes this role challenging and little different from

other roles that teach us necessary and important things about this role in order to

make us a perfect driver of client service role:

– It require to Implement TBA improvements via change order process.

– It want us to Discuss opportunities for client improvements with Benefits Service

Manager (BSM) to impact higher quality delivery (e.g., sending over data in a

different way to reduce edits).

– It give us a chance to do root cause analysis of all client escalations and translate them

into ongoing delivery improvement initiatives.

– It tell us to Focus on developmental areas for the BAs.

– It requires to Collaborate with Customer Service (CS) to identify and implement

improvements to CS ongoing training or partnership.

– It want us to Collaborate with other Shared Services to identify and implement

improvement opportunities.

– It give us a chance to Collaborate with the OM and BOM to identify and implement

improvement opportunities.

From Systems and Processes point of view, responsible to:

- Report system defects to Lead Systems Analyst (LSA) via HRO Maestro and

collaborate with LSA to mitigate participant impact/risk:

- Identify research, communicate and document system defects including any follow-up

required with BOM, customer service and other shared services.

- Assist in the managing of defects:

– It includes Tracking all production defects and work with LSA, BSM and on-shore

BOM to ensure they are resolved.

– Updating all blueprints and SOPs to account for defect monitoring and workarounds.

– Working with BOA to ensure all defect cleanup is executed.

– Work with on-shore BOM to complete all internal acceptance testing of defects.

- Ensure processing documentation is accurate & complete once he or she receive

updates from construction unit .

- Collaborate with Business Implementation Manager (BIM) to ensure proper hand offs

to operations team:

– Partner with BAs to develop Standard Operating Procedure (SOP), training or

processing guides. for system enhancements or requirement changes.

– Develop and aid in delivery of training for BAs or other shared services.

– Accountable for the completion of internal acceptance testing of all system

enhancements.

From Operational Management point of view -responsible for:

- Assign and manage on- and off-shore BA work:

– Ensure completion of all work activities/blue print tasks.

– Reviews BA work for quality and to ensure adherence to SOPs.

– Rotate activities to ensure proper back ups, skill development, and utilization.

– Ensure average time spent on work activities is reasonable and provide training if

needed.

– Evaluate BA work activities to ensure appropriate items’ transition to the Ongoing

Common Processor (OCP).We need to make sure that less critical and less complec

should moved to OCP pool so that BOAs can be involved in other complex work

From Coaching and feedback-responsible for:

- Serve as day-to-day escalation point for on and offshore BA questions.

– Coach, train, and develop BAs (work with coach/manager).

– Look for opportunities for BAs to take on more complex activities.

– IOM coach BOA/EBOA to make them successful in their current as well as in their

next role.

– IOM will have to get individual development plan for each BOA to make them

successful in their current as well as in their next role.

– Identifies the cross-training oppurtunities and cross training action,

– Has to provide timely and constructive feedback before it actually hit on client

deliverable and associate performance

- Meet with BAs at least weekly to discuss projects, performance and questions.

From People Management, responsible for

- If role includes people management, manage the team.

- Leverage the talent/resources on the team to generate results.

- Monitor associates’ performance to ensure that results are achieved in an

efficient/effective way.

- Conduct necessary performance management conversations with associates; use tools

and resources available to managers at Hewitt.

- Educate, reinforce and hold associates accountable for behaviors that support Hewitt

policies and guidelines (e.g. Code of Conduct, Data Privacy).

Experienced Benefits Operation Administrator (Senior Analyst)

Role and Responsibilities (June 2010- Nov 2012)

(Health & Welfare)

Analyze, resolve, direct and close out internal / external tickets from Benefits representatives within defined time(Workflows).

Reconciliation of participant’s bills sent for their coverages refund or adjusting the unrecovered amount for participant that TBA system miss due to manual changes or client request/ participant’s request. It includes DBP Reinstatement, DBP write-off, DBP PPTS WITH DEDUCTIONS AND NO COVERAGE, DBP PPTS WITH COVERAGE AND NO DEDUCTIONS and DBP Refund.

Respond to queries from different functions within Hewitt, End client and Third parties

Independently carry out manual processes - and manual calculations e.g. manually calculate health insurance rates etc

Perform user acceptance testing for changes/additions to system

Create documentation - write standard operating procedures for new processes and update changes

Identify & escalate any system issue, error trends impacting larger population(resulting from system set-up) & work with client team/IDG to resolve

Updates, issue resolution, year End Processing Develops and maintains process documentation/guides.

Analyzing participant (existing and new hire) information and updating Payroll Deductions/Calculation

Responsible for handling any one time projects from end client as a part of new acquisition and Annual Enrollment with the existing work.

Follow up with third party teams & internal teams to get things done within the given time frame.

Performing all back office activities for client & their employees.

Checking & maintaining records for participant data files.

Taking & resolving escalation cases from internal & external teams.

Responsible for ad-hoc tasks.

Suggest and implement system level changes

Assist periodical reviews, implementation of improvement of plans and quality initiatives

Conduct regular calls with US to update regarding ongoing performance and support

Identifies process improvement opportunities

Executes participant issue resolution and ensures proper documentation and follow-up takes place

Executes manual processing with proper documentation and follow-up

Identifies potential production defects and submits via defect submission process

Coordination with ITG/Ben Delivery on system updates and issue resolution

Benefits Operation Administrator

Role and Responsibilities (Sept 2008- May 2010)

(Health & Welfare)

Analyze, resolve, direct and close out internal / external tickets from Benefits representatives within defined time(Workflows)

Respond to queries from different functions within Hewitt, End client and Third parties

Create documentation - write standard operating procedures for new processes and update changes

Identify & escalate any system issue, error trends impacting larger population(resulting from system set-up) & work with client team/IDG to resolve

Analyzing participant (existing and new hire) information and updating Payroll Deductions/Calculation

Follow up with third party teams & internal teams to get things done within the given time frame.

Performing all back office activities for client & their employees.

Checking & maintaining records for participant data files.

Taking & resolving escalation cases from internal & external teams.

Identifies process improvement opportunities

Executes participant issue resolution and ensures proper documentation and follow-up takes place

Executes manual processing with proper documentation and follow-up.

Process Associate –Operations

Role and Responsibilities (April 2005- August 2008)

(Health Management)

Sophisticated data management, ensuring seamless data mining and transfer.

Trained & certified as a Primary on 87 processes for 29 clients for 7 different CSG’s for various categories like- PCS Verification & file verification, quality check reports across.

Issue identification and resolution by the integrated plan management team, ensuring prompt, effective handling of health plan challenges.

Integrate with the client teams administration and communication teams to provide end-to-end health care solutions.

Mentoring new joinees to come up with there Learning Curve

Updating the Client SOPs, whenever required

Executes Issues/Query resolution and ensure proper documentation and follow up takes place (SOP)

Ongoing Client delivery of quality services/audit & first level of quality check.

Created & edit of new & existing Process- Flow chart .

Study a new process, design and document SOPs, checklists, and then execute the pilot/existing processes till stabilization.

IDBI Bank CPU, Jhandewalan

New Delhi.

Duration: June ’04- Dec’04

Role & Responsibilities

● Handled Inbound calls.

● Responsible for carrying out promotional campaigns of the products.

● Resolving customer queries & providing solution to their problems.

● Lead generation, up selling & cross-selling of bank products.

● Liaison with other Units of the company touching operations.

● Responsible for keeping customer database.

Trainings undergone and project at Hewitt

Attended CEPs and Domain trainings to enhance skills, Personal Effectiveness I & II, Process Mapping, KDP and Quality Audit Grid, SOP Revival, Process Mapping (MS-Visio) & Maestro database & AE Infoshare, Six Sigma(Yellow belt certification)

SOP Project

Was taken to convert more than 120 SOP's into new Hewitt Global SOP Template to document each & every step with picture Screen shots in order to make SOP’ understand clear & easily understandable.

Awards Received

Benefits Wizard Oct 2011, Xtra Miller Feb 2010, Champion Award Oct 2009, Star of the Month June 2006, Shining Star of the Month Dec 2005, Team of cluster (July 2007-Sep 2007) & Lenovation Champion.

Received VOC from RRD, Dell MeadWestvaco, National City, AT&T, UPS for delivering high quality work.

Got approved above 200 process improvements for different clients.

.

HOBBIES

Traveling and Listening to music

PERSONAL INFORMATION

Father’s Name : Murari lal

Date of Birth : 14 August 1981

Language : English and Hindi

Mobile : 981-***-****

Email ID : **********@*******.***

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