Sangram Singh Verma
New Delhi
Summary
Results-oriented Senior Team Leader with expertise in AML and KYC operations. Led initiatives to enhance operational efficiency through performance coaching and employee development. Directed compliance and quality assurance teams, fostering strong client partnerships while driving continuous improvement in fast-paced environments.
Overview
13
13
years of professional experience
Work History
Senior Team Leader - Operations
HCL Technologies LTD
Lucknow
12.2022 - Current
- Lead and manage a team of onboarding and KYC analysts and regulatory requirements & AML Framework
- Performing effective people management through one-to-one coaching and career development.
- Supported management during hiring processes and conducted training for new team members.
- Monitored daily/weekly operations, ensuring timely responses to issues.
- Performing deep dives on SLAs, providing RCA/trends/action for their improvement.
- Identified and proposed process improvement opportunities to enhance operational efficiency.
- Acting as a point of contact for internal and external escalations.
- Handling Corporate KYC and High-risk KYC.
- Collect, review and validate KYC documentation for Individual and non-individual entities.
- Identify the root cause and provide the training.
- Review the escalation email and revert on those within the TAT.
- Perform detailed financial analysis of borrower income, expenses, assets and hardship documentation.
- Team Management, attendance, Shrinkage & attrition Feedback and coaching to the defaulters.
- Established strong relationships with clients and team members.
- Communicated proactively with clients to align team understanding of roles and responsibilities, ensuring client expectations were met or exceeded.
- Align Team goals per the clients' expectations/SLA.
Claim adjudication/Appeals representative
Optum Global advantage
Noida
12.2021 - 09.2022
- Claim adjudication & Denial management The insurer checks the claim for completeness.
- The insurer assessed the medical necessity of the services provided and confirmed their alignment with the patient's coverage and accuracy of all codes.
- Verifying patient information, diagnosis codes, and service details. Incomplete or incorrect claims may be rejected at this stage.
- Coordinate the benefits as per the plan requirement Review the primary insurance EOB and coordinate the benefits.
- Followed up with the insurance company on outstanding denied claims to expedite resolution.
- Requested the itemized bill when R&B charges were denied due to lack of authorization.
- Confirmed insurance eligibility status prior to follow-up calls to ensure accurate communication.
- Reviewed denial reasons and implemented corrective actions to prevent future occurrences.
Lead associate - Quality
WNS Global Service PVT Ltd
Gurugram
11.2014 - 10.2021
- Maintained high accuracy and quality standards to support overall operational excellence.
- Conducted regular quality checks and audits to ensure compliance with standards.
- Executed corrective and preventive actions to mitigate risks and enhance processes.
- Monitored KPIs such as turnaround time, accuracy, productivity, and error trends to ensure operational efficiency.
- Identified operational gaps and suggested process improvements to enhance efficiency.
- Shared performance insights with management to support data-driven decision-making.
- Prepared daily, weekly, and monthly MIS reports to provide clear visibility into performance metrics.
- Support Implementation of New KYC tool, Policies or Workflows.
Process Associate
Genpact
Gurugram
12.2012 - 10.2013
- Ability to effectively communicate and resolve insurance and billing issues by utilizing all resources for account resolution.
- Assisted customers with inquiries and raised tickets to address recurring issues.
- Received customer queries via email and logged tickets for resolution.
Education
Bachelor of Arts -
CSJM University
Kanpur, UP01-2012
Skills
- AML and KYC expertise
- Due diligence processes
- Enhanced due diligence
- Risk Assessment
- Training and development
- Compliance operations
- Quality assurance
- Team leadership
- Operational training
- UBO & Directors
Languages
- English
- Hindi
Personal Information
- Father's Name: Mr. Ram Naresh
- Date of Birth: 06/30/89
- Gender: Male
- Nationality: Indian
Timeline
Senior Team Leader - Operations
HCL Technologies LTD
12.2022 - Current
Claim adjudication/Appeals representative
Optum Global advantage
12.2021 - 09.2022
Lead associate - Quality
WNS Global Service PVT Ltd
11.2014 - 10.2021
Process Associate
Genpact
12.2012 - 10.2013
Bachelor of Arts -
CSJM University