Assistant Vice President

Senior Business Leader, Visionary & “Implementation and Operations Lead”,,

highly proficient at using cutting-edge Digital Technology to successfully cut costs, streamline operations and increase productivity. Delivered Projects worth 300 million USD, well adept at implementing Process Optimization, Resource Optimization & Cost Control strategies. Generated revenue worth 500 Million USD so far, possessing the innate ability to implement practices and procedures & bring significant improvements in processes. Six-Sigma Black Belt Certified, PMQ Certified, undergoing Agile Scrum Master Certification Training.

**********.****@*****.***

Kanpur University

2000

Business Transitions

Customer Service

Delivery

Quality

Management

Relationship

Management

Thought Leadership

Operations

Management

Program

Management

Team Management

Organizational Skills

Innovation

Management

People

Management

Project

Management

Critical-Thinking

Increased business productivity by 20% through effective Process & Project implementations and employee engagement by 20% through focus on efficient work load balance.

Extensively contributed towards Pre-sales, being responsible for solutioning RFPs and conducting workshops for potential clients.

Built multiple new client relationships so far, in Healthcare, Insurance, Utilities and Telecom industries, leading to improvement in organic growth potential by more than 30%.

End-to-end solutioning & transitions experience of ~8,000+ FTEs across multiple geographies and industry verticals, including several Fortune 500 client’s RFPs/RFIs.

Reduced project errors by 30% through client updates & thorough coordination of each project phase.

Increased product utilization by 50% by removing adoption roadblocks & providing solutions across organizations.

Introduced processes that decreased implementation project costs by 30%.

Developed training programs for end-users that resulted in improved customer experience and increased sales or revenues by 55%.

Managed multiple implementation projects at once, nationally, travelling up to 80% of the time.

Discovered and implemented processes generating more than 100 Million USD+ in departmental revenue via process audits and input management. linkedin.com/in/vishal-

jain26956

Transition and Solution Design. End-to-end Solutioning & Transitions experience of ~8,000+ FTEs across multiple geographies and industry verticals, including several fortunes 500 client’s RFPs/RFIs.

Business Operations Management. Highly efficient at handling BPO operations extensively including voice processes, Back Office, Emails, Chat, and Customer Service & Collections.

Cost & Budget Management. Responsible for budgeting, cost adherence, increasing profitability and managing P&L levers.

Team Management, Customer Relationship & Quality Management. Prudent, disciplined and self-motivated with strong focus on designing and building on business processes that are top quality.

Stakeholder Management. Proficient in coordinating with internal and external customers for running successful business operations. i

CONTACT

MANILA, PHILIPPINES

PROFESSIONAL STATEMENT

ASSISTANT VICE PRESIDENT

VISHAL JAIN

PMP Training

In-House Trainings on CRM, Cost

Management, Attrition Management and

Asset Training

International work contract drafting

+63.917-***-**** (Work)

EDUCATION

BACHELOR OF COMMERCE

TRAININGS ATTENDED

References will be provided upon request.

CORE COMPETENCIES

CAREER SKILLS SUMMARY

SOFT SKILLS

REFERENCE

CAREER ACHIEVEMENTS

GOAL-ORIENTED

COLLABORATION

THOUGHT LEADERSHIP

BUSINESS COMMUNICATION

INTERPERSONAL SKILLS

AWARDS & ACCOLADES

ASSISTANT VICE PRESIDENT

PERSONAL DETAILS

ASSISTANT VICE PRESIDENT EXL SERVICES LTD Oct 2017 -Present

Healthcare Transitions Geography Lead for Philippines, heading a team of 9 Project Managers.

Heads Program Management Office for designing end-to-end solutions for RFPs/RFIs, and transitioning Clinical, Revenue Cycle Management and Non- Clinical work for leading US Healthcare insurance clients & Providers.

Executed transitions for complex businesses (e.g. Oncology data abstraction, Delegated Utilization Management, and Care Management) contact centers setup with multiple language support in multiple delivery locations (i.e. India, Philippines, Colombia and USA).

Contributes in contract designing engaging multiple departments to ensure appropriate legal agreements are set ahead of implementation. EXPERIENCE

VISHAL JAIN

End-to End solutioning for RFPs in Healthcare vertical.

Transitioned work at delivery centers based in Philippines, Colombia & India.

Solutioned for more than 6000 FTEs, Clinical & Non-Clinical with multiple service delivery sites, namely US, Colombia, Philippines & India.

Client Relationship Management & exploring cross selling opportunities.

Recognition obtained from external & internal stakeholders for creating ease in implementation of critical projects.

Transitioned multiple businesses across Healthcare & Utilities vertical, serviced US & UK clients.

Transitioned complex voice & non voice processes for leading UK clients.

Setup of businesses with spread of billing, CRM, email support, and contact centers.

Handled Performance Reviews for Appraisals and set performance benchmarks besides overseeing Revenue and KPI Management.

Ensured compliance as per given ISO guidelines for Voice and Back Office profiles.

Groomed multiple teams, trained and mentored for deriving best outputs at work.

Handled B2B collection activities & managed the customer service blended with other operations activities.

SENIOR MANAGER-TRANSITIONS EXL SERVICES LTD Jul 2015 -Sep 2017 MANAGER-TRANSITIONS EXL SERVICES LTD Feb 2011 -Jun 2015 MANAGER-OPERATIONS EXL SERVICES LTD Feb 2011 -Jun 2015 LEAD ASSISTANT MANAGER – OPERATIONS EXL SERVICES LTD Feb 2010 -Jan 2011

Handled client and business level reporting for performance along with real time reviews.

Initiated managerial takeovers to solve customer complaints/queries and enhanced Customer Experience.

Managed a team of 40 Business Associates & 4 Assistant Managers.

Accredited with recognition from the Client and Senior Management. ASSISTANT MANAGER – OPERATIONS EXL SERVICES LTD Oct 2006 -Jan 2010

Managed a team of 38 Associates.

Handled all routine back-office functions, such as Documentation, Consistent Check on the Quality Levels as per the target set by the client for the successful completion of the project.

Carried out formal performance reviews of all direct reports and supervised the reviews of the team members to ensure standards were maintained.

Successfully achieved 75% in the Gallup survey held across India delivery sites.

Supervised inbound calls for U.K based Telecom Company taking care of customer’s billing queries

Monitored new agents on the floor so that they can come up the learning curve faster

Guided soft launch batches and organized refresher trainings for them

Functioned as a backup for team manager as and when required. BUSINESS ASSOCIATE – OPERATIONS EXL SERVICES LTD Oct 2005 -Oct 2006

2019: Received Best Project Delivery Award

for the year.

2016: Awarded Best Migration Manager of

the Year.

2015: Awarded Migration Manager of the

Year for 2015.

2010-11: Bagged Awards for driving extra

initiatives in the business.

.

NATIONALITY : INDIAN

MARITAL STATUS : MARRIED

LANGUAGES : ENGLISH, HINDI

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