Anuj Kumar

Key Responsibilities (Change and Release Manager):

• Monitor and measure the benefits of post-process implementation to ensure product quality, efficiency, and improvement.
• Update the change log with all progress that occurs, including any actions to correct problems and/or to take opportunities to improve service quality.
• Ensure all changes are assessed, approved, implemented, and reviewed in a controlled manner. Reviews all outstanding RFCs.
• Providing training to the new hires about the Release Management Process and Procedures.
• Attending CAB meetings according to the requirements.
• Liaises with all the required stakeholders to coordinate change, building, testing, and implementation, in accordance with schedules.

Key Responsibilities (Senior Specialist):

• To prepare performance reports and raise the quality issues with the associates and team leaders for adherence to quality parameters.
• Responsibility includes monitoring, training, development, and feedback of team members, doing RCA, and encouraging team members towards AIM (All Ideas Matter).
• Coordinating with the client for the quality call and calibration call takes place on a weekly and monthly basis.
• Involved in migrations (process transitions) from onshore and all the documentation required in the procedure.
• Quality Improvement initiatives – defined service standards and guidelines. Played a major role in redefining the processes for improving the quality of production/output.
• Conducted team meetings on a weekly basis in order to discuss quality performance and process-related issues.
• Strong interpersonal skills to understand client requirements and business specifications.

Key Responsibilities (Quality Compliance Analyst):

• Handle Premium Maintenance (Life & Health), Premium Collection, Policy Cancellation, Death Cancellation, Client Maintenance, and Billing Maintenance Teams.
• Updating demographics, part of the Pre-Claim and Claim Adjudication Team under P&C processes.
• Identify and manage the resolution of issues with client requests.
• Maintain the MIS sheet for each team member of the Premium Maintenance and Premium Collection teams, and resolve their issues.
• Managing internal (EXL India) and external (USA Processor) audits for aligned teams.
• Indulge in various training sessions for leadership skill development.
• Getting cross-trained on different towers of business.