ANURADHA S
Bangalore
Summary
Dynamic Operations Manager with extensive experience at EMPOWER, driving efficiency through quality management and team leadership. Proven track record in risk analysis and customer service excellence, leading to significant process improvements. Adept at training and collaboration, successfully automating processes to save resources and enhance team performance.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Operations Manager
EMPOWER
07.2015 - Current
- Managing Death and Beneficiary Claim process for the 401k Domain with a team of 22. Ensuring timely completion of the requests, resulting in good customer experience.
- Administering daily operations, queue management, identifying team requirements, and formulating training plans.
- Managing escalations and ensuring the timely resolution of customer issues and complaints.
- Collaborating with partners to have a better understanding of the business, and smooth functioning.
- Conducting regular evaluations to assess the people connect in the team, and bridge the gaps.
- Conduct audits within the processes.
- Metrics management and certifications for the team.
- Risk Management - ensuring we have better controls on the process risk factors (certifications, access, etc.).
- Actively involved in recruiting the new hires per the business needs.
- Worked on the Automation project, which increased the efficiency of the team and reduced the manual intervention and 2 FTE save.
- Leading the centralized QC team.
Team Leader
EMPOWER
11.2017 - 06.2020
- Conducting enhanced learning sessions on retirement basics, best practice sharing. Process training and Queue management.
- Leading fun committee activities; motivating individuals and team.
- Played a key role in updating the procedures and thereby having a standard SOP material, which helped the team and saved time in referring to multiple procedure documents.
- RCA (Root Cause Analysis) and FMEA - To ensure better quality control.
- Built the process flow and revamped the SOP.
Operations Analyst
JP Morgan Services India Pvt Ltd
11.2007 - 07.2015
- Manage the accounts of participants, high-net-worth individuals, and institutions enrolled in 401k retirement plans.
- Processing the disbursement to the participants enrolled in the plans with JP Morgan, as per the IRS guidelines (Internal Revenue Service).
- Centralized QC model to maintain expected quality targets.
- Queue management, error discussions, and analysis.
- Implementing best practices to improve team processes.
- Provided key takeaways and ideas to improve the efficiency in the process.
- Training new hires, query management, and escalation management.
- Active participation in People Committee activities.
- Successfully migrated the plan-level processing of Required Minimum Distribution in 2011.
- Co-ordinate in formulating the SOP as a part of RISK, and Audit control.
Customer Service Executive (Operations)
INFOSYS BPO
Bangalore
10.2004 - 11.2007
- Worked for the British Telecom client, processing customer requests related to faulty lines, sales, and billing queries.
- Contributed to process improvements by sharing best practices with the team to improve overall efficiency and productivity of the process.
- Received appreciation from the partners for 100% quality, and recognized as the best trainer.
Education
Bachelor of Law (LLB) - Law
Karnataka State Law University
Bangalore04-2024
MBA - HR & Marketing
Sikkim Manipal University
ManipalBachelor of Science - Physics, Chemistry, & Mathematics
NMKRV College, Bangalore University
BangaloreSkills
- Operations Management
- Quality Management
- MIS / Reporting
- Financial risk analysis
- Team Management
- Customer Service
- Training
- Collaboration
- Adaptability to change
- Metrics management
Certification
ASPAA Certified
Personal Information
- Date of Birth: 09/14/77
- Gender: Female
- Nationality: Indian
Timeline
Team Leader
EMPOWER
11.2017 - 06.2020
Operations Manager
EMPOWER
07.2015 - Current
Operations Analyst
JP Morgan Services India Pvt Ltd
11.2007 - 07.2015
Customer Service Executive (Operations)
INFOSYS BPO
10.2004 - 11.2007
Bachelor of Law (LLB) - Law
Karnataka State Law University
MBA - HR & Marketing
Sikkim Manipal University
Bachelor of Science - Physics, Chemistry, & Mathematics
NMKRV College, Bangalore University
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