Arunkumar Nataraj
Bengaluru
Summary
A dynamic and results-driven Service Delivery Manager with over 11+ years of experience in overseeing service operations, optimizing workflows, and enhancing customer satisfaction. Adept at leading cross-functional teams, implementing process improvements, and ensuring compliance with service level agreements (SLAs). Proficient in Lean Six Sigma, TMS, and VSM methodologies to drive operational efficiency and continuous improvement.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Operations Manager
Accenture
07.2023 - Current
- Spearheaded a team of 400+ content moderators and account reviewers, ensuring adherence to company policies and best practices.
- Monitor service performance metrics, ensuring SLA compliance and identifying areas for process optimization.
- Develop and execute service delivery strategies aligned with business objectives to reduce operational costs.
- Optimize financial strategies to enhance budget allocation and cost-effectiveness.
- Foster strong relationships with key stakeholders, conducting regular reviews to align services with client expectations.
- Streamlined operational workflows to enhance efficiency across multiple departments.
- Drive Lean Six Sigma projects to eliminate inefficiencies, reduce incident response times, and streamline processes.
- Spearheaded the annual performance appraisal process by implementing structured KRA metrics and competency-based evaluations, ensuring transparency and fairness in employee assessments. Led career development initiatives, identifying high-potential employees and creating tailored growth plans to enhance leadership capabilities and overall team efficiency.
- Led cross-functional teams in implementing process improvements and best practices.
Operations Manager
Accenture
07.2023 - Current
- Spearheaded a team of 400+ content moderators and account reviewers, ensuring adherence to company policies and best practices.
- Monitor service performance metrics, ensuring SLA compliance and identifying areas for process optimization.
- Develop and execute service delivery strategies aligned with business objectives to reduce operational costs.
- Optimize financial strategies to enhance budget allocation and cost-effectiveness.
- Foster strong relationships with key stakeholders, conducting regular reviews to align services with client expectations.
- Streamlined operational workflows to enhance efficiency across multiple departments.
- Drive Lean Six Sigma projects to eliminate inefficiencies, reduce incident response times, and streamline processes.
- Spearheaded the annual performance appraisal process by implementing structured KRA metrics and competency-based evaluations, ensuring transparency and fairness in employee assessments. Led career development initiatives, identifying high-potential employees and creating tailored growth plans to enhance leadership capabilities and overall team efficiency.
- Led cross-functional teams in implementing process improvements and best practices.
Operations Manager
Nuance Microsoft
03.2023 - 06.2023
- Led a team of 150 scribes, ensuring the delivery of accurate medical documentation to healthcare providers.
- Maintained stringent turnaround time (TAT) requirements for medical record processing.
- Conducted weekly client calls, presenting progress reports and performance analytics.
Lead Assistant Manager (Deputy Manager)
EXL
09.2020 - 01.2023
- Managed a 200+ member team, including 9 Assistant Managers, across high-complexity claims and appeals processes.
- Ensured 100% SLA compliance per Statement of Work (SOW) requirements without service credit penalties.
- Conducted weekly client reviews, tracking business progression and KPI trends.
- Identified and automated high-risk pain areas, resulting in sustained SLA compliance and improved team performance.
- Proposed business improvements by identifying revenue leakages and exploring additional growth opportunities.
- Led skip-level meetings, offering feedback to leadership and higher management.
- Created capacity planning strategies based on client volume forecasts, ensuring seamless backfills.
- Supervised recruitment, training, billing, and P&L management for project execution.
Associate Manager
Sutherland Healthcare Solutions, PVT Ltd, Hyderabad
08.2015 - 07.2020
- Led a team of 35 claims adjudicators, overseeing Medicare, Medicaid, and commercial claims processing to ensure accuracy and compliance.
- Conducted audit reviews and calibration calls with clients, facilitating seamless communication and resolution of discrepancies.
- Developed innovative automation strategies, streamlining workflows to minimize human errors and enhance efficiency.
- Encouraged team engagement through brainstorming sessions and cultural initiatives, fostering collaboration and professional growth.
- Helped to the Ramp up team in the Texas for the knowledge sharing and improve the team for the better quality.
Education
Bachelor's degree - Nautical Science
AMET University
Chennai06-2012
Skills
- Service Delivery Management
- Performance Metrics & KPIs
- Content Moderation
- Quality Management
- Budgeting & Cost Control
- Troubleshooting & Problem Solving
- Reports & Documentations
- Leadership Skills
- Risk Management
- Client Relationship Management
- Process Improvement
- Problem-solving
- Operations management
- Team leadership
- Process optimization
- Customer service
Certification
- PMP Training with 35 PDUs
- Yellow Belt certification
- Operations Management & Collaboration
- Power BI
- B10X AI tool certification
Language
English (Read, Speak and write)
Tamil (Read, Speak and write)
Telugu (Speak)
Timeline
Operations Manager
Accenture
07.2023 - Current
Operations Manager
Accenture
07.2023 - Current
Operations Manager
Nuance Microsoft
03.2023 - 06.2023
Lead Assistant Manager (Deputy Manager)
EXL
09.2020 - 01.2023
Associate Manager
Sutherland Healthcare Solutions, PVT Ltd, Hyderabad
08.2015 - 07.2020
Bachelor's degree - Nautical Science
AMET University
Personal Dossier
Listening to Music, Playing Cricket, Browsing social media