Kunal Shah
Pune
Summary
A strategic leader boasting over 18 years of diverse experience in Operations Management, Client Relationship Management, and People Management within the US Healthcare sector. As an Ambassador of Change, I have a proven ability to establish standards across various operational areas, implement quality systems and procedures to ensure a superior customer experience in compliance with SLAs. My extensive background includes managing complete process operations to fulfill corporate objectives and targets effectively. I have hands-on experience in business process reengineering and optimization to enhance organizational profitability. Recognized as a Consistent High Performer, I am adept at building and leading high-performing teams known for delivering significant business value, maintaining high morale, and achieving low attrition rates. My expertise includes recruiting, leading, training, and evaluating team members to uphold service operation excellence. I am resourceful in evaluating business processes to pinpoint areas for improvement and leveraging tools accordingly. My customer-centric approach is focused on addressing client needs and resolving issues promptly, ensuring client satisfaction and high compliance ratings. I possess outstanding interpersonal, communication, analytical, and planning abilities, with a track record of effective people management and client relationship management.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Sr Manager
Atos
PUNE
04.2021 - Current
- Managed a dedicated team comprising of 250 associates along with two Managers, three Deputy Managers, and fifteen Team Leaders. Managed and supervised various tasks including Claim Adjudication, Enrollment, Billing, and Reconciliation.
- Implemented effective leadership in managing a diverse range of responsibilities including presales, budget maintenance and developing efficient operations
- Lead and oversee end-to-end operations in collaboration with a diverse team including Operations, Business Analysts, Information Technology, Quality, HR Ops, Finance, Admin and other departments while supervising onshore delivery center.
- Successfully coordinated and delivered projects by managing project planning, effort, design, scope estimation and resource coordination according to specified timeframes.
- Reviewed and reported on the division's strategy, ensuring clear understanding and execution of strategic objectives by the team
- Oversee the profit and loss (P&L) of business operations, valued at $5 million USD, which encompasses the formulation and implementation of comprehensive business strategies.
- Lead cross-functional strategic planning activities to develop budgets, expansion strategies, and operational plans, including service design, operational costs, hiring, and more.
- Participated in recruitment initiatives by interviewing potential candidates and selecting suitable hires.
- Developed and implemented strategies to improve operational efficiency, reduce costs, and increase productivity.
- Provided strategic direction to departmental heads regarding resource allocation decisions.
- Identified areas of improvement within existing operations through process analysis and benchmarking studies.
- Conducted regular performance appraisals for direct reports to provide feedback on their work performance.
- Directed cross-functional teams in developing innovative solutions to complex problems.
- Reported to executive leadership on performance metrics, challenges, and strategic opportunities.
- Managed annual budgeting process, including forecasting and financial analysis to optimize resources.
- Coordinated with IT department to implement new technologies and systems enhancements.
- Monitored compliance with industry regulations and company policies to mitigate risk.
- Led cross-functional teams to achieve project milestones, ensuring collaboration and efficiency.
Manager
Atos
PUNE
04.2017 - 04.2021
- Successfully overseeing and managing all operational aspects of the business
- Created a clear roadmap for the team by setting specific targets and milestones.
- Managed employee recruitment, training, and supervision.
- Ensured ongoing monitoring of employee performance with regular feedback sessions
- Managed customer complaints and effectively resolved issues
- Developed and implemented budget plans
- Conducted analysis on financial data and generated reports for senior executives
- Worked alongside other managers for seamless collaboration across departments
- Ensured compliance with company policies and procedures
- Participating in meetings with senior leadership to discuss company direction and performance.
Deputy Manager and Team Leader
Syntel
PUNE
04.2010 - 04.2017
- Ensured adherence to SLA guidelines while delivering high-quality customer experiences and managing cost-effective operations for enhanced customer satisfaction.
- Managed and facilitated weekly, monthly business review meetings and quarterly business review sessions for key accounts.
- Implemented strategies that led to both organic and inorganic growth.
- Implemented comprehensive goal-setting strategy to enhance departmental productivity and cost-effectiveness.
- Manage P&L (revenue and Gross Margins) for Healthcare Operations ($3M yearly)
- Established a systematic approach for evaluating and identifying RPA opportunities
- Executed effective automation strategies and integrated Lean principles along with RPA, resulting in noteworthy savings.
- Successfully streamlined the Process Transition from initial assessment to proposal submission to Knowledge Transfer (KT) and eventual steady state operations.
- Developed risk management strategies to effectively address potential challenges, while maintaining adherence to Account level BCP and BIA requirements.
- Assisted with identifying improvement ideas and potential savings, transforming processes to correct pricing and cost estimates for business development, RFP responses, and proactive proposals.
- Connected with solutioning team to streamline the RFI, RFQ, and RFP process.
- Successfully analyzed and interpreted Voice of Partner Survey findings.
Sr Quality Associate
AHMSI
PUNE
11.2006 - 04.2010
- Contributed as a member of the US Mortgage Claims Reconciliation team
- Effectively managed individual and team performance to enhance productivity
- Implemented strategies to optimize team performance, focusing on quality standards, productivity targets, and resource utilization.
- Ensured that quality requirements were consistently fulfilled to the highest degree
- Achieved promotion as QA for the identical process in under 12 months
- Implemented enhancements to ensure adherence to SLA and metric requirements for all team members
- Created and distributed regular quality reports on a weekly basis to enhance team performance
- Offered guidance and suggestions to enhance quality checks for team members.
- Published monthly quality dashboard for claims and reconciliation process, ensuring it reached higher management for review.
- Prepared operation level pivot tables and conducted analysis
- Rewarded by AHMSI CEO for the good work in the company throughout the year.
Quality Analyst
IBM Daksh
PUNE
09.2005 - 08.2006
- Participated in the pilot voice calling process.
- Accumulated process knowledge and achieved 100% client satisfaction for call handling in a short period of time
- Served as a subject matter expert, assisting team leaders in resolving issues and addressing process related queries
- Conducted training sessions for new agents on the floor
- Offering floor support to the team.
Education
Bachelor's degree in commerce -
University of Pune
04.2008
Skills
- Team Building and Leadership
- Operation Management
- SLA, TAT and SOP Management
- Customer Relationship Management
- Stakeholder Management
- Quality Management
- Transition and Migration
- Financial management
- Leadership and Delegation
- Good Listener and Communicator
- Analytical and Creative Problem Solving
Certification
- Prince2, 03/15/2017
- PMP, 03/18/2014
Visa
B1/B2 Valid US Visa till Dec 2028
Personal Information
- Passport Details: Valid Passport
- Date of Birth: 06/12/1980
Languages
- English
- Gujrati
- Hindi
- Marathi
Awards
- Lead By Example
- Extra Miler
- Synergy
Timeline
Sr Manager
Atos
04.2021 - Current
Manager
Atos
04.2017 - 04.2021
Deputy Manager and Team Leader
Syntel
04.2010 - 04.2017
Sr Quality Associate
AHMSI
11.2006 - 04.2010
Quality Analyst
IBM Daksh
09.2005 - 08.2006
Bachelor's degree in commerce -
University of Pune
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