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Process Champion (Operation)

Delhi, India
November 29, 2020

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Shehzad Khan

Cell: 880*******/821-***-****


Professional Goal

Seeking a responsible and challenging position with an opportunity to learn different aspects of management that will broaden and strengthen my skills, and enable me to make valuable contribution towards attaining the objectives of the organization.

Core Skills

Benefit Administrator

Client Servicing

Staff Training and Education

Operations Management

Workflow Management

Quality and Compliance Auditing

Pension Process


Performance Management

Process Improvement

Team Management

MS Office

Career Summary

Mercer Consulting India Pvt. Ltd, Gurgoan/Gurugram (Nov 2013 – Mar 2020)

Process champion/Team Lead/SME (2016 – 2020)

Mapping Client’s requirements and coordinating, developing and implementing processes in line with guidelines.

Handles complex US Clients and provide end to end delivery of shared services.

Implementation of new client and transition of work from onshore to offshore including creating project plans and workflows.

Establish strong client relationships to support and facilitate tough client conversations with acceptable client outcomes.

Identify process improvement opportunities, manage through internal change order process, and measure outcomes.

Evaluate trends and data to generate new ideas and solutions for improving client delivery.

Lead weekly operational status meeting to discuss projects, questions and priorities.

Manages the activities of team members who have been aligned to me.

Establishes operational objectives and work plans, and delegate’s assignments to subordinate.

Accomplishments of set quality standards in SLA’s.

Payroll reconciliation and signoff on the payment amount to the trust or Bank.

Workings on reports send by onshore and offshore team.

Process Developer (2015-2016)

Administered various Define benefit retirement plans, for Global employee/retiree populations supported.

Preparing step by step processing guide along with process maps.

Preparing training modules and presentations.

Give training to new hires.

Assisting Process champion in the process related reports.

Root Cause Analysis (RCA) of External Errors.

Participating in weekly and monthly calls along with Team leader.

Senior Analyst (2013-2015)

Worked on day to day processes including some complex processing.

Updating employee details and personal data change requests of the participant in the system.

Calculate and review pension benefits for plan participants.

Send out projection calculation of retirement benefits and forms to participants on request as per SOP’s.

Updating process matrix on time to time as per requirements.

Handling administrative responsibilities in the absence of process developer.

Participating in weekly and monthly calls along with Team leader.

Giving process improvements ideas to Team leader.

Mentoring the new hires and providing floor support to them.


Got two promotions.

Won several Green star awards for maintaining 100% accuracy in the process.

Received Sleep Tight Awards (Performance Appreciation) form on-shore team.

Received yearly bonus in 2015 because of high performer and exceeds expectations.

Projects Handled:

Completed End to End Transition of day one Clients for all the work types within the stipulated budget and Project time.

Led the NIGO Project on various big accounts.

Involved in Time and Motion project with manager.

Involved in the AHT (Average Handling Time) project with senior management.

Led various Team engagements activities like educational project for the company tied up NGO, Go Green projects, Fun Friday activities across LOB’s.

EXL (I) Pvt. Ltd, Noida (Sept 2012 – Nov 2013)

Customer Care Executive in Insurance based Process (Travelers)

Generating Reports regarding the work.

Receiving the documents from the another process or CCM (Claim Case Manager).

Open the document on the particular software.

Validation of the paperwork.

Run the calculation in the different-different calculators as per the wages of employee and State Master Guide (Which provided directions to do the calculation as per State Rule).

Sending the documents to the CCM.

Creating and maintaining database and spreadsheet files.

Maintaining the Work Tracking Sheet of daily work and reporting to the SME (Supervisor) and Manager.

Academic and Technical Qualifications

1) Post Graduation (MBA-HR) – (SMU Distance Learning, 2013)

2) Graduation (BBA) - (CCS University, Meerut 2009 – 2011)

3) 12th – (UP Board 2007)

4) 10th – (UP Board 2005)

Diploma in Computer Applications – (Brilliant Institute of Computer Education 2008)

Personal Details

Date of Birth : 15 July, 1990

Father's name : Atiqurrehman

Permanent Address : 135, Tantan, Upper Kote, Bulandshahr-203001 (U.P)

Sex : Male

Marital Status : Single

Nationality : Indian

Religion : Muslim

Languages Known : English, Hindi, and Urdu.


Place (Shehzad Khan)

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