ARFAN SAYED
LINE MANAGER
MUMBAI
Summary
Diligent Manager with robust background in business support and operational management. Successfully coordinated cross-functional teams, enhancing workflow efficiency and streamlining administrative processes. Demonstrated proficiency in project management and resource allocation, ensuring optimal team performance and client satisfaction.
Overview
9
9
years of professional experience
Work History
Business Support Team Manager
Willis Towers Watson
02.2023 - Current
- Responsible for managing the USA West region teams handling Financial Performance Analysis on a monthly, quarterly, semi-annual, and annual basis for around 240 clients.
- Introduced process improvement initiatives that enhanced efficiency and simplified financial dashboards for over 50 clients, reducing preparation and presentation time, and generating an efficiency gain of 5 FTEs.
- Conceptualized and implemented automation projects by transitioning Excel dashboards to Power BI and migrating working files to SQL, resulting in efficiency gains of 40+ FTEs within a 78 FTE process.
- Served as Project Manager for both process improvement initiatives, including SQL implementation and dashboard simplification.
- Responsible for preparing Monthly Business Reviews (MBRs) and presenting them to onshore stakeholders.
- Collaborated closely with the MIS and Technology teams to identify and implement process improvement opportunities.
- Designed and implemented a structured onboarding process, enabling new team members to achieve operational competency more quickly through standardized training materials.
- Reduced key-person dependency and concentration risk by cross-training teams across regions on all process-related activities.
- Standardized the query and update tracking system, and streamlined SOPs to improve clarity and accessibility for new joiners.
- Developed and delivered training and refresher sessions using Pareto analysis, based on root cause analysis (RCA) of monthly errors.
- Conducted regular time and motion studies to ensure Average Handling Time (AHT) and Turnaround Time (TAT) targets remain realistic, and consistently improve.
- Maintained the lowest attrition rate across the entire process, with only two team members leaving over the past three years.
Team Leader
Gebbs Healthcare Solutions Pvt Ltd
10.2021 - 08.2022
- Leading a team of 50 Associates including analyst, senior analyst & specialist in a process of 600+ FTEs for AR & Client Assistance.
- Monitoring & managing workflow or daily targets to assure timely delivery of agreed SLAs.
- Creating work execution plan weekly for the process to make sure all due claims to be followed up & closed.
- Communication with client on process related queries & 1st level escalations.
- Making sure the conversation with client is accurately transitioned to the team to avoid a dip in their accuracy.
- Tracking & maintaining data for a variety of aspects that includes attendance, productivity, quality & attrition.
- Identifying trends & analysis in the inventory for clearing up the AR follow up.
- Working with the Quality & Business Excellence team to identify & implement process improvement & productivity boosting projects.
- Researching & resolving claims which are tagged for assistance needed from client before sending the final draft to the onshore team.
- Making sure the team adhere to the process policies and procedures & leading the team by example by demonstrating ethical behavior.
Quality Control Analyst
Omega Healthcare Management Services Pvt Ltd
08.2018 - 08.2020
- Categorizing errors to forecast the report to Operations on a daily basis.
- Monitoring the production data to ensure that it meets the company standards in terms of quality.
- Making sure the monthly SLA is met by the team.
- Taking care of individual feedback & training sessions for the team.
- Training New joiners through their phase of OJT of 2 months.
- Conducting refresher training based on errors to make sure those are reduced & the associates are up to date with the process updates.
Senior AR Associate
Inventurus Knowledge Solutions Pvt Ltd
04.2017 - 07.2018
- Responsible for researching & resolving claims.
- Prioritizing accounts and workflow to meet management goals.
- Providing support on floor to freshers and new joiners.
- Working on special projects provided by client on priority.
AR Associate
Gebbs Healthcare Solutions Pvt Ltd
10.2016 - 03.2017
- Responsible for researching & resolving claims.
- Prioritizing accounts and workflow to meet management goals.
Education
Bachelor in Commerce -
Mumbai University
04-2015
Skills
Effective communication
Proficient in identifying opportunities for efficiency improvements
Effective multitasking
Results driven
Team mentoring
Operations management
Accomplishments
- BEST TEAM MANAGER IN WILLIS TOWERS WATSON IN THE MONTH OF DECEMBER 2024.
- BEST TEAM LEADER IN GEBBS HEALTHCARE SOLUTIONS IN THE MONTH OF MARCH 2022.
- RISING STAR AWARD IN OMEGA HEALTHCARE FOR THE MONTH OF JANUARY 2019.
- BEST PERFORMER AWARD IN INVENTURUS KNOWLEDGE SOLUTIONS FOR 2ND & 4TH QUARTER OF 2017-18.
Timeline
Business Support Team Manager
Willis Towers Watson
02.2023 - Current
Team Leader
Gebbs Healthcare Solutions Pvt Ltd
10.2021 - 08.2022
Quality Control Analyst
Omega Healthcare Management Services Pvt Ltd
08.2018 - 08.2020
Senior AR Associate
Inventurus Knowledge Solutions Pvt Ltd
04.2017 - 07.2018
AR Associate
Gebbs Healthcare Solutions Pvt Ltd
10.2016 - 03.2017
Bachelor in Commerce -
Mumbai University
Other exposure
- Value Stream Mapping
- ODP Foundation Programme Certified
- JIRA
- Project Management
- E-cube Financials
- E-clinical works
- Embillz Management System