Entry Operator Manager Operations
Resume:
Process Innovation Operations Management Service Delivery Process Improvement Client Management Continuous Improvement Process Migration Team Management Performance Management Variance Analysis Project Transition Compliance Resource Management Change Management Training & Development Cross Functional Team Collaboration MIS
********@*****.*** +91-984******* Plot # 158, SriManickam Nagar, Kundrathur -600069, Chennai, India SKILLS
WORK EXPERIENCE
Delivery Manager Operations
Access Healthcare
05/2019 - Present, Chennai
Achievements/Tasks
Managing team of 170 members with Payment Posting for US clients while managing 5 processes; overseeing the gamut of activities including operations, client, and process management Accountable for ensuring the Client Service Levels are met and monitor the SLA’s. Ensuring daily / weekly and monthly communication with the client.
Shown process improvements like reducing the AR days, improving the collections, reducing the issue logs and identifying the trends from the issue logs. Supporting business counterpart from other location to meet the forecasted monthly revenue goal Handled transition of new line of business from US to India. Carried out transition of business from Chennai to Coimbatore for 2 LOBs during 2011 - 2013, as well as entire business from Dell to Access Healthcare in 2016. Maintaining the quality standards within the grid with the CQIP (continuous quality improvement plan). Convene, lead or participate in project meetings that involve client rep, operational staff level to senior executive management. Coordinating with the HR, Admin and other support team for smooth functioning of their related process. Implementing automation of different processes to reduce the workflow and operational cost, reduced time and HR requirements. Conducting analysis of Periodic reports and performing variance analysis, presenting them to the management, client for facilitating decision making process. Ensuring that team maintains high level of competence to grow and thrive in their career Assistant Delivery Manager
Access Healthcare, Coimbatore
04/2016 - 04/2019,
Achievements/Tasks
Handled change management, ensuring least to nil negative impact during any changes rolled out by the organization. Managed stakeholder’s expectations and driving strategic business initiative to achieve organization objective. Delivered and implemented the project as per scheduled deadlines; ensured that policies and procedures are well adhered. Led the team and delegated work assignments, managed the quality of work and drove people management activities within the team Managed performance metrics of the team, provided timely feedbacks, improved team performance and motivated them to improve their productivity, Acted as a SPOC for ISO / ISMS activities for Line of Business. Attended weekly calls connecting Manila, Pune, Chennai and Coimbatore for quality improvement. Prepared monthly business review meetings; acted as SPOC for implementing intranet operations tracking system. Balamurugan G
Senior Delivery / Operations Management Professional / Mid Senior Level Dynamic professional with around 20 years of experience in Strategy Planning & Execution, Process Mapping, Manpower Planning, Transitions and Work Force Management. Solutions driver who bridges the gap between business and technology with expertise in managing complex programs and multiple concurrent projects. Proficient in managing teams for running successful service & process operations. Page 2 of 2
WORK EXPERIENCE
Dell BPS, Coimbatore / Chennai
HC and Insurance Ops Supervisor
11/2010 - 04/2016, Coimbatore / Chennai
Achievements/Tasks
Led a team of 80 members across 3 processes. attended and resolved client’s queries in a timely manner to increase client satisfaction. Set out quality standards for various operational areas, ensured a high-quality customer experience while adhering to the SLA’s and work processes, Acted as a SPOC for ISO / ISMS activities for Line of Business. Guided and imparted training to the new joiners and familiarized them with process. Provided feedback to the team regarding their performance and generated daily, weekly and monthly data. Monitored calls and provided feedbacks to the associates to improve performance & successfully handled various transition projects. Evaluated the performance of the associate and providing feedback to them on a regular basis. Conducted sessions, briefings and team meetings to keep the team updated on new product, policy and procedures change, if any. Team Leader
Vision Healthsource, Perot Systems and Dell International 05/2008 - 10/2010,
Achievements/Tasks
Led a team of 35 members of the team and supported supervisor to meet daily deliverables. Served as an escalation gate to resolve all the concerns of the team and ensured that the process surpasses achievement of delivery & service quality norms for all valuable clients.
Group Coordinator
Vision Healthsource, Perot Systems and Dell International 11/2005 - 04/2008, Chennai
Achievements/Tasks
Led a team of 20 members and trained them for process, applications & SLA. Monitored the Productivity report of the team members in the Daily, Weekly & Monthly client reports. Data Entry Operator/Quality Analyst
Glenwood Microsystems, Vision Healthsource
08/2002 - 10/2005, Chennai
ACHIEVEMENTS
Got the Best Manager Award in October 2011. Got Client Appreciation Award in Jan 2014. Conferred with Bronze Award for Retention Champion Q1’2016.
Rated Exceeding Expectation during performance
appraisal for 2016 and 2019, Top best for 2021.
Received best retention champion award- 2018 Q4 Recognized as the best manager award in Q2 2019 for meeting the TAT goal 2 months ahead of timeline. Appraised with Maverick Award for delivered best performance in 2022 EDUCATION
B.Sc. Computer Science
Manonmaniam Sundaranar University
06/1997 - 07/2000,
CERTIFICATES
Six Sigma Green Belt trained, Lean Trained through in- house training program (Dell)
Star Certification (4 ) completed on “Fundamental of Leadership Skills” from On Trac (Dell)
Trained on Competency Based Interviewing (CBI-Access) techniques 2022
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