Team management,grievance management,quality controls

Gella Karunakar

#*** **** ***** ********** ******* mico layout Omkar Nagar

JP Nagar 7th Phase Bangalore Karnataka - 560076

Ph num- 767-***-**** Email- ***********@*****.***

SUMMARY

Overview

To work on a mutually beneficial relationship in terms of gaining ongoing hands on experience in the field of management and deliver results to the best of my knowledge and ability.

Over 6 years of experience in Healthcare industry and Banking Industry.

Professional Summary:

Over 4 years of experience in managing multi-tier processes in Healthcare industry.

Over 2 Year of in managing multi-tier processes in banking industry.

Inventory planning.

Daily Team huddle.

Functioning on Member driven complaints and categorizing them.

Maintaining Error log report of each individual.

Team Daily work Allocation/Assignments

Act Effective back up for the Supervisor.

SME for the Process Appeals and Grievances.

Weekly calls with onshore on any quality issues and coaching the team.

Identifying improvement areas & implementing measures to achieve the qualitative results.

Current Role:

Operations Analyst

J.P. Morgan Chase & Co.

Working as Operational Analyst from March 2018 and associated with AWM Credit Quality Control team working on multiple processes.

To ensure credit risk functionality is maintained and controlled, we perform various quality checks which avoid quality and integrity issues for Non SBL (Securities Based lending) proposals.

Managing annual review volume to ensure risk grading and client experience is not impacted.

As per regulatory guidelines and modification I perform calibration call with Quality, Underwriting and Production teams to migrate and maintain transparency between Management and Clients.

Performing regular audits to understand and analyze various processes to anticipate risk.

Create data sheet to reduce manual errors and missing data before sending it to the production team to ensure accuracy.

Performing audits and reconciles the data for Ultra High worth Individuals.

Reconciling the data with reports of Credit Fair Lending through audit and report to the regulators.

Perform audit along with Equal Credit Opportunity Act (ECOA), Fair Housing Act (FHA) and the Community Reinvestment Act (CRA) to ensure the information to be reported is accurate as per regulatory requirements.

Perform audit based on products such as Advised line, committed line, Term loans and Renewals.

Maintain SLA and Timeline on daily basis.

Managing the team and addressing their requests and effective back up to the supervisor.

Working towards BAU application requests and raising Access requests for the whole CMO level and connect with access control team and also with Stakeholders in getting the requests approved and completed on time without impacting BAU activities.

Previous Role:

Sr Appeals and Grievance Analyst

XLHealth Corporation India Pvt Ltd

Worked as Compliance Analyst from April 2013 to March 06th 2014. Laterally moved as Appeals and Grievance Analyst to Appeals and Grievances Team, Worked as Sr Appeals and Grievance Analyst for Appeals and Grievances Team.(From March 2014 to March 2018)

Inventory planning and assignments.

Conducting daily Huddle.

Functioning on Member driven complaints and categorizing them.

Transcription of enrollment calls.

Auditing Grievances processed by the team.

Maintaining Error log report of each individual simultaneously as on date.

Continuous monitoring on the quality of the team.

Collaborating with the team for continuous improvement on process and resolve issues.

Weekly calls with onshore on any quality issues and coaching the team.

Mentoring team performance on daily basis.

Preparing Weekly reports.

Monthly presentations on the project status.

SME for the Process Appeals and Grievances.

Quality Check for the Team on Daily Basis.

Training and mentoring new hires.

Achievement:

Awarded as a star performer for two consecutive years.

Awarded VOYS for developing a macro for keyword search for Grievances categorization and classifications which resulted in the quality lift from 65% to 98%.

Awarded Process Champ 2015.

Awarded Best performer in the team (XL Health).

Awarded Best Team back up for the Supervisor.

Awarded as a Rising Star for 2018 in JP Morgan CMO Level.

Awarded one of the Star Performer Champ for 2019 in JP Morgan CMO Level.

EDUCATION QUALIFICATION

Academic Credentials: Course/Qualification

Institute

University

Year

Specialization

%

MBA

IIPM

IMI Belgium University

2012

Finance and Marketing

65%

B.Com

Ravenshaw University

Ravenshaw University

2010

Management Honors

60%

12th STD

Sunabeda Public School

ISC

2007

-

65%

10th STD

Koraput Public School

ICSE

2005

-

59%

STRENGTHS

Excellent communication skills and training skills.

Good in handling escalations and preparing Root cause and remediation documentation.

Good in Microsoft Excel, Power Point.

Analyzing data and generating reports.

People management skills.

PERSONAL INFORMATION

Date of Birth: 1st Nov 1990

Father’s Name: Mr. G. Mutyalu Rao

Mother’s Name: Mrs. G Sarada

Permanent Address: Laxmi Narayan enterprises

Main road Koraput ODISHA 764020

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