Ashish Kaul
Greater Noida
Summary
Strong critical thinking, problem solving and root causes analysis skills Demonstrates excellent analytical and problem-solving skills. Demonstrates and encourage innovative thinking, continuous learning and sharing of best practices. Team handling experience of handling from two pilot team projects as Team Lead
Overview
15
15
years of professional experience
Work History
Sr Case Manager, Team lead, Accommodation and Disability Benefits
Amazon India Pvt Limited
08.2017 - 02.2025
- Responsible for smooth return to work process for our employees in compliance to all applicable laws, regulations, and plans, including HIPAA and FMLA, as well as all individual state leave acts, military leave programs, and company-sponsored leave programs.
- Creating SOPs for Case managers and HR on complicated aspects of the leave of absence, return to work, and accommodation.
- Responsible for providing guidance, assessing risk, resolving issues, and escalating as appropriate for employees, managers, and HR while still maintaining employees’ confidential information.
- Also maintain system records to ensure accurate and timely information/documentation and create solutions by using industry best practices.
- Was also responsible for handling the leave status fee (LSF) with excellent time management skills.
- Trained on all FMLA unpaid leave of absences, including the most complex one, 'Leave as an Accommodation (LEA), and managed the allocation of the LEA assignment within the team during the transition process for India and Costa Rica Hub.
- Got promoted to HRS I and was selected to be part of the first Beta POD based on all the fore mentioned factors, as only top tier associates were being considered as the success of this pod was paramount to a key Amazon Leave and Disability strategic initiative.
- Managed the backlog under crunch situations efficiently with the caseload of 350 plus.
- Since POD includes cross-functional LOBs like accommodation, workers compensation, STD, and unpaid. Implemented the concept of flyers to provide a glimpse of the process executed at another LOB’s for a better employee experience.
- Also shoulder the responsibility to mentor peers working on unpaid leave and manage their performances.
- Managing the sensitive cases for behavior health, terminal illnesses and other critical scenarios.
- Managing the case load distribution for CRT cases between three geo locations, India, Costa Rica and North America.
- Conducting QSI audits for case managers on Sr role stretch and weekly meeting for audit feedback.
- Creating Job Aids for CRT case managers.
- Promoted as HRS II (L5 Sr Case Manager) was given the responsibility to manage the Unpaid Statutory Team in May 2021.
- Lead the team during the most critical time when the Statutory team had accumulated the ever-increasing case backlog from 6 months but within 2 months got all the case backlog dealt from the same team with even further reduced headcount.
- Trained the tenured CMs and then delegated the internal team audits, denial reviews, escalation reviews and core report management within the team.
- 2 CMs were selected for roles in different IJPs and 2 more are now on stretch assignments.
- Doing QSI audits for the India and Costa Rica teams.
- Creating Monthly Business Review documents and lead the MBR for standalone leave group.
- Lead in the project for CSAT (customer satisfaction) improvement for Standalone India Hub.
- Designed an action plan for month-on-month improvement in CSAT PRR (positive response rate).
- Auditing 100% negative surveys to identify the reasons and identified controllable and non-controllable factors.
- Conducting biweekly sessions with standalone groups to coach them on the controllable trends.
- Created coaching plans for improvement in CSAT positive scores.
Team Developer (US)-Leave of Absence
Aon Hewitt India Pvt. Ltd
02.2015 - 08.2017
- Maintain employee Leave of Absence, Health Benefits, Retirement benefits and Payroll information in the Payroll system for North America employees.
- Reconcile and confirm the accuracy of the payroll data.
- Provide overtime report and time sheets to clients.
- Create, maintain and manage liaison between different departments and with outside forces to establish perfect payroll processing.
- Monitored vacation, personal, sick accrual.
- Update and process health and welfare benefits, qualified status change events, child support orders.
- Process on-cycle and off-cycle payments for employees.
- Interacted with managers via calls and Service request to explain procedures and resolve discrepancies.
- Review the eligibility for various leave plans as per employee class, leave reason and employment status.
- Initiate and manage LOA requests for Amazon FC, CS and CORP Amazon employees.
- Document and maintain up-to-date case records and notes of appropriate and accurate information.
- Conduct on-going file reviews of the caseload for coordinated sites, work with HR Analyst.
- Update the Knowledge Base and track the Federal and State law changes pertaining to leave plans.
- Review medical documentation and coordinate with the Health Care Providers (HCP) to obtain the medical details.
- Publish the open caseload, daily case assignment and hourly completion report for the case managers.
- Track all stand-alone leaves and those running concurrently with Workers Compensation and Short-Term Disability.
- Responsibility for the direction, coordination, and implementation of projects and process improvements across the team related to defect reduction.
- Owning the development of robust quality feedback loops to drive continuous improvement through a team of managers and risk specialists.
Software Support Solutions (Customer Care)
Dell India Pvt Limited
12.2009 - 12.2014
- Running the BIOS diagnosis to rule out hardware issues, providing basic anti-virus support, selling software support plans and Hardware warranties.
Education
Post Graduation Diploma - Journalism And Mass Communication
Sardar Patel University
Anand, Gujarat 04-2007
Skills
- Dashboard Reports
- Pivot table
- Advance Excel
- Microsoft Office
- Seibel
- HR systems, DALI
- N360 leave management platform
- Team management
- Training
- Quality Analyst
- Leave administration
- Case management
- SOP development
- Team building
- Process improvement
- Customer service
- Coaching techniques
- Team collaboration
- Analytical skills
- Customer focus
- Customer relationship management
- Teamwork and collaboration
- Task prioritization
- Relationship building
- Experience in leadership
Languages
- English
- Hindi
- Kashmiri
- Gujarati
Personal Information
- Date of Birth: 02/26/84
- Nationality: Indian
Languages
English
Proficient
C2
Hindi
Proficient
C2
Gujarati
Upper Intermediate
B2
Timeline
Sr Case Manager, Team lead, Accommodation and Disability Benefits
Amazon India Pvt Limited
08.2017 - 02.2025
Team Developer (US)-Leave of Absence
Aon Hewitt India Pvt. Ltd
02.2015 - 08.2017
Software Support Solutions (Customer Care)
Dell India Pvt Limited
12.2009 - 12.2014
Post Graduation Diploma - Journalism And Mass Communication
Sardar Patel University