Ashok Kumar Choudhary
Associate Manager - Business Process Services
Faridabad
Summary
Professional Summary
I am a result oriented professional with a strong Business Development bent of mind. 20+ years of Strategy around Project Management, Customer Service, Backend Operations and Transitions. 12+ years “Specialization in Life Premium Payment Processing & Policy Admin”
My experience includes Managing Insurance Operations inclusive of conceptualizing & implementing short / long term plans; managing teams with focus on excelling business targets & Service Delivery Metrics (Policy Admin, Billing & Remittance, Life & Annuities Operations)
Overview
24
24
years of professional experience
3
3
Certifications
2
2
Languages
Work History
Associate Manager - L&W Group (Premium & Billing)
DXC Technology
07.2012 - Current
- Managing team of 40+ people taking care of Premium and Financial Services business.
- Managing service operations for rendering and achieving quality services.
- Setting out quality standards for various operational areas, ensuring a high quality customer experience, while adhering to the SLAs and work processes.
- Worked with multiple clients and transitioned work for approximately 40 FTE to offshore under Work Force Migration in Premium Billing area.
- Initiated process improvements based on thorough analysis of internal operations data resulting in enhanced productivity levels (streamlined Premium Suspense work).
- Spearheading process improvement initiatives like LISTBILL Audit Control, Unrestricted-Unsuspended billings, implementing ACE letters etc.
- Managed cross-functional projects, ensuring timely completion and alignment with company objectives.
- Led team meetings regularly to discuss progress updates, identify challenges or roadblocks, and provide guidance towards successful project completion.
- Responsible for timely closure of Mid Term and Annual employee appraisal system.
- Keeping a track of Attrition/Capacity Utilization and Buffer % in all the processes.
Project Manager
Learning Solutions
04.2010 - 07.2012
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and maintained project's baselines of scope, cost, time and quality.
- Identified plans and resources required to meet project goals and objectives.
- Monitored project performance to identify areas of improvement and make adjustments.
Assistant Manager
Essel Business Process Ltd (DishTV India Ltd)
08.2004 - 03.2010
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Taking care of Abandon % and Service level for the process.
Customer Service Executive
Swamsar Industrial Services
11.2001 - 04.2004
- Managed high volume of inbound calls for Tata Teleservice while maintaining a professional demeanor and ensuring timely resolution of issues.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Described product and service details to customers to provide information on benefits and advantages.
Operator-Temporary Part Time
PagePoint Services India Pvt. Ltd.
11.2000 - 11.2001
- Taking calls from customers for messages and to send the written note on respective customer’s pager.
- Responsible to give the customer satisfaction on every call to meet the FTR.
Education
Bachelor of Science - Mathematics, Physics
Osmania University
Hyderabad 04.2001 -
Skills
Operations management
Project management
Transition Management
Strategic planning
Quality/Training Management
Team Supervision
Process Enhancement
Customer Service, Retention
Relationship Management
Certification
DAST (Diploma in Advanced Software Technology)
Timeline
Associate Manager - L&W Group (Premium & Billing)
DXC Technology
07.2012 - Current
Project Manager
Learning Solutions
04.2010 - 07.2012
Assistant Manager
Essel Business Process Ltd (DishTV India Ltd)
08.2004 - 03.2010
Customer Service Executive
Swamsar Industrial Services
11.2001 - 04.2004
Bachelor of Science - Mathematics, Physics
Osmania University
04.2001 -
Operator-Temporary Part Time
PagePoint Services India Pvt. Ltd.
11.2000 - 11.2001
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