Aditya Dubey

Client SLA Management.

• Manage Defined Benefits pension processes with 100% SLA adherence (80% Day-2 closures on incoming tickets, 10 days TAT for 100% closure on manual calculation cases).
• Lead weekly client calls on ticket progress, pendency, escalations, and RCA to prevent O&O issues. Prepare and circulate the Minutes of Meeting (MoM) to the team, ensuring clarity on action items and follow-ups.

Operations and Workflows

• Perform manual retirement/death benefit calculations in Excel using predefined macros, ensuring accuracy by revalidating against client requirements, payment plans, forms of payment, and vesting service rules.
• Monitor daily emails, prioritize case allocation, and ensure a seamless workflow.
• Review retirement flows, payroll, and setups before cutoff dates.
• Generate Cognos reports to track pending workflows and required edits.

Team Leadership and Development

• Supervise daily operations, and enforce policy compliance.
• Train, mentor, and evaluate team members to boost efficiency.
• Coordinate end-to-end project execution across cross-functional teams.

Quality and Compliance

• Achieve zero processing errors with 100% quality checks.
• Ensure 100% adherence to Jira, EWAT tasks, SOPs, PTO backup planning, RTO, and TOS (7.5 hrs.).
• Conducted RCA, trend analysis, and audits to drive continuous improvement.

Worked as an Insurance Associate.

• Process/flow: Processed Death claim benefits to the designated beneficiary.
• Identification of the source of notice of death for the client through the workflow received in the AWD work tool.
• Followed the complete processing identify and verify the bene available on account for the client through the document received and signed, and send the Death Claim form for further process through CT Web.
• Provided the required tax form 1099R, Check the SIT and FIT details after receiving the death claim form, form of payment, and death certificate for the client.

Worked as a DB Pension Benefits Administrator.

• Used to create daily Cognos workflow reports to track the pending workflow and TBA edits.
• Worked on daily workflows, such as follow-up and death retiree workflows, using IBM Lotus Notes and TBA.
• Used Maestro to track daily, weekly, and monthly report tasks, like PCS verification and bad address tasks. I also worked on stepping up the manual calculation payment for the participant by manual calculation.

• Working in payment and bill management, Invoice creation, and bill disputes.