Manager Customer Care
Resume:
Resume
Shikha Khanna C-*/**, Sector-**
Noida, UP -201301
********@*****.***
Result oriented Business manager with high strategic and financial acumen of 13+ years experience in service industry, 6 years of Project management experience, Skilled in Client service delivery, Business process improvement, Health & Wealth Domain, Project management .
My Job profile is creating and implementing initiatives which are in line with strategic priorities and with Company's business plan with focus in improving the operational health of the process. Fostered environment of Ideation and Innovation to challenge Status -quo alongside talent development, succession planning and performance management. Extensive experience of partnering with Global teams across North America and deploying LEAN across domains
Work Experience:
Process Manager -Mercer India Pvt. Ltd. October 19’ to August 20’
Handled a team of 30+ associates along with SME/ AM's directly reporting to me wherein their main role included acting as a broker between client and insurer .
My job profile included Claims settlement, new client set up across Singapore and Hong Kong location for Health benefits. Establishing well structured plans on employee on boarding, domain learning,career progression, engagement activities. Translating business vision and strategy into operational tactics, initiating and driving business transformation and productivity initiative that improves business health.
Senior Service manager -Wipro Ltd (Erstwhile Alight ) Sep 2018 to October 19’
Spearheaded a team of 45 associates / SME's who delivered unmatched improvement in client delivery within timeline and exceeded Quality parameters while transforming from an Enterprise model to a client centric model for the process .
My Job profile included creating and implementing initiatives which are in line with strategic priorities and with Company's business plan with focus in improving the operational health of the process. Having core knowledge of US health and welfare alongwith domain expertise on consumer driven health plan including from implementation to end customer delivery.
Over see day to day operations of the business, lead and guide the team as and when required for smooth operations and maximum productivity within a client centric model with the vision to provide better client experience and ensuring excellence every day.
Benefits Operations Manager -Alight Solutions (Erstwhile AON ) June 2017 to Sep 2018 (1 year 3 months)
Handled a team of 30 colleagues in a client centric model and dealing with Health and Welfare Domain (H&W). Taking care of new hire batches throughout their certification period of training along with handling their queries. Have handled a transitioning of a process dealing with education assistance with the onshore team along with end to end mapping .Collaborating with the on shore team for updates and changes within the process to ensure excellence in daily work done along with striving for continuous improvement towards meeting client expectation .Maintaining the dashboard and reports for the team.
Operations Manager –AON Services Nov 2013 to Jun 2017 (3 years 7 months)
Handled a team of 25 colleagues in a client centric model and dealing with Health and Welfare Domain (H&W). Taking care of new hire batches throughout their certification period of training along with handling their queries. Have handled a transitioning of a process dealing with education assistance with the onshore team along with end to end mapping .Collaborating with the on shore team for updates and changes within the process to ensure excellence in daily work done along with striving for continuous improvement towards meeting client expectation .Maintaining the dashboard and reports for the team .
Business Process Lead Aon Hewitt (India) Nov 2011 to Nov 2013 (2 years)
Ensuring execution of all volumes as per TAT /files related to daily/weekly/monthly processing as per the calendar Identifying, reviewing and understanding client requirements. Interact and follow up with client teams /contacts as required Develop and maintain process documentation/SOP to ensure compliance of standards. Training new hire batches
Process Developer – AON Hewitt (November 2009 – November 2011)
Got promoted as a Process Developer with key responsibility to process claim of high complexity and ensuring to meet the SLA and support client requirement and exceptions provided to them.
Team member– Hewitt Associates (February 2007 to November 2009)
Worked as a team member with the daily responsibility of processing health care claims
Customer Care Executive Idea Cellular Pvt. Ltd – (April 2006-December 2006)
Job Profile -
Identifying, reviewing and understanding client requirements at a client centric model to ensure Client SLA driven results in term of quality
Handled 70+ colleagues under my span
Regular connects with multiple stakeholders to assess health of the client, resource planning and colleague performance
Establishing well structured training plans on employees along with on boarding, domain learning, career progression, engagement activities.
Translating business vision and strategy into operational tactics, initiating and driving business transformation and productivity initiatives in a manner the improves operational execution
Solve complex talent challenges and improve business performance and performance management
Collaborating with Quality function to inculcate the 5 Why terminology and use RCCA technique for betterment of the process
Academic Qualification:
MBA in HR and Operations (distance learning)from IMT Ghaziabad
Passed BA in Economics from Delhi University.
Passed class XII from St Francis De Sales School, New Delhi securing 82% marks (Commerce Stream).
Passed class X from St Francis De Sales School, New Delhi securing 80% marks
Key Achievements:
Won the “Star of the Month” award in the month of February 09’, November 11, February 13.
Awarded certificates for 2 Quest Ideas for process improvement and time savings in Feb 2015 and November 2017’
Won the Platinum team award in August 2018
Received “Team of the Cluster” award for the month of February 2019’.
Have been awarded certificates for completing 2 projects within time frame apart from normal day-to-day working.
Appreciations token from the management on various occasions.
Appreciation from the client.
Trainings:
Operations Design
Operations Delivery
Operations Strategy- Level 1and 2
4 Stages of Competencies.
Basic quality tools.
LEAN – Overview.
Effective Business Communication.
Managing colleague issues
Managerial skills - I AM -1and 2
Project handling
Power of You & Me (Collaboration & Team Building
Licenses & Certifications
Software Development Life Cycle (SDLC) - LinkedIn
Agile Foundations - LinkedIn
Prepare for the PMI ACP Certification - LinkedIn
Strategic Thinking - LinkedIn
Transitioning from Waterfall to Agile Project Management - LinkedIn
Skills Business Process Improvement • Operations Management • Performance Management • Strategic Planning • Critical Thinking • Quality Assurance • Forecasting • Resource Management
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