Amardeep Raj Katiyar

• Handling 4 clients and responsible for managing pension/ benefits administration for USA Clients.
• Making key decisions in relation to team management to drive efficiency in process improvements and control cost.
• Acting as the first point of contact to resolve any complex issues (client and customer related escalations) and provide resolution.
• Taking monthly 1:1’s, managing annual performance reviews and colleague developmental plan.
• Transitioning various key processes, thereby building efficiency & operational excellence.
• Leading projects at business level that helps in either FTE reduction or process automation.
• Playing an instrumental role in pension payroll process (from start to end) and efficiently managing audit and approving monthly pension payroll process.
• Managing and Reviewing annual processes like Actuarial Valuation, Year End Tax form, Deloitte Audit, PBGC Audit etc.
• Working closely with USA stakeholders to ensure all operational activities are timely completed with 100% accuracy.
• Conducting internal process reviews for ensuring strict adherence to the process parameters/systems as per defined guidelines.
• Driving change through automation & process improvements by guiding staff towards identifying factors critical to quality that led to reduce process variation, improved capabilities & increased process efficiency.
• Ensuring all processes are performed as per the agreed terms in Service Level Agreement (SLA) – Timely & Accurate deliverables.

• Accountable for identifying process improvements, built efficiencies in client operations, effective project planning and capacity & resource management.
• Responsible for meeting contractual performance standards and defined operational measures.
• Made sure that all ongoing work was delivered on-time and with quality to plan sponsors and plan participants.
• Established strong client relationships to support and facilitate tough client conversations with acceptable client outcomes.
• Tracked, reviewed and escalated metrics trending to Client Delivery Leader (CDL) in order to meet and exceed client operations and related measures/client SLAs (event turnaround, edit resolution, workflow resolution and turnaround, etc.).
• Executed on operations action plans to positively influence measures.
• Discussed opportunities for client improvements with CDL to ensure quality delivery (e.g., workflow reduction or edit elimination).
• Collaborated with Customer Service (CS) to identify and implement improvements to CS ongoing training or partnership.
• Collaborated with other Shared Services to identify and implement improvement opportunities.

• Responsible for resolving BOA’s issues/questions on client work and daily processing also worked with shared service team to drive overall client results.
• Managed client calls, escalations, client facing projects.
• Ensured all client metrics are met and client is in Green Status.
• Ensured smooth operations through regular monitoring, training, performance measurement & by building highly motivated workforce through timely coaching, mentoring & appreciation.

Responsible for completion of daily/weekly & monthly ongoing deliverables for US client.

• Performed Quality & Internal Customer Satisfaction monitoring for the agents,
• Provided coaching and feedback to Customer Care Executives
• Performed process level analysis on quality- Prepared monthly decks.
• Created New Audit tool to assess the quality of call.
• Participated in client meetings and client calibration.
• Successfully completed training on Six Sigma (DMAIC, FMEA, SIPOC, ISHIKAWA, FLOW CHARTS, PROCESS MAPPING and PARETO)
• Involved in two black belt quality projects.