Bhuvnesh Pant

Key Achievement

• Handling a team of 13+ colleagues and rendering services to 50 fortune 500 companies such as Boeing, American Airlines, Archers Daniel's Midland, Phillip 66, McKesson, Cigna, Home Depot, Johnson Controls
• Instrumental in building strong process controls and introduced improved business management routines for improving ticket SLA by 10% for a large size US client Team Management & Client Relationship Management
• Managing client’s benefits administration processes like, Payroll, QMCSO, Employee Tickets, Health and Life Insurance enrollment, Annual Open Enrollment

Project Management | Annual Open Enrollment

• SOP & Requirement Centralization Project –Documentation upload on a web-based tool – JAMA
• RPA Automation – Application of RPA to all standard manual verification of electronic file verification process leading to reduced manual efforts by 90%

Process Management & Compliance

• Managing payroll file delivery, vendor files, employee tickets, medical/life insurance enrollments, changes, deletions and shared personalized communication statements to employees
• Adhering to compliance process including COBRA process administrations, direct billing and payments, QMCSO – child medical support orders & dependent verifications

Post Transition Support

• Accountable for deliveries for implementation clients
• Worked with the CAMs/PM and MSM to develop risk mitigation plans for all identified risks
• Discussed project risks/escalations/ resolutions arising in the project with the onshore client teams and client stakeholders.

Transition Management

• Created change management models & lead customer engagements for ensuring all stakeholders are aligned with Shared Services strategies & transition implementation approaches
• Led and managed mid-level transition projects (offshore to onshore)
• Managed stakeholder process (U.S and India) and transition progress updates
• Created change orders and scope documentation for initiating the Transition projects
• Reviewed progress on to the onshore teams and India resource managers
• Worked with the India technology team for implementing new projects
• Collaborated with the India training team for Transition projects to determine training requirements, planning training schedules and leading training.

Project Management

• Managing clients and overall responsibility for effective project management, execution & delivery of large-scale assignments with high degree of client (internal & external) satisfaction for the aligned industry verticals
• Managed projects/processes and resources (both onshore & offshore)
• Managed ongoing client business delivery and any special client requirements/escalations
• Mentored on feedback sessions'; performance and resolution issues
• Coaching for improvement; delivering effective feedback to the team members, understanding, and applying feedback; mentor BAs in both giving and receiving feedback; identify performance issues and work with BSM (onshore) to resolve issues effectively
• Gathering requirements from the client, creating new processes, and taking ownership of implementations and trainings.
• Post Transition Support: Accountable for deliveries for implementation clients
• Worked with the CAMs/PM and MSM to develop risk mitigation plans for all identified risks
• Discussed project risks/escalations/ resolutions arising in the project with the onshore client teams and client stakeholders.

Process Improvement and Compliance

• Ensured adherence to the established Quality Standards by all teams and contribute to the quality Initiatives
• Researched TBA system to identify data cleanup issues
• Reviewed the HRO Best Practice Database and HRO TBA system databases and implement the relevant best practices
• Monitored progress of Defects and Tasks assigned through Maestro.
• Single point of contact for the clients, 3rd party Administrators and all internal Shared Services

• Support onshore and offshore counter parts to analyze and resolve participant/plan administration issues
• Managed various projects and critical processes while working as a part of Health & Welfare administration team for the client
• Troubleshoot/ resolve workflows/edits and other critical activities like manual processes, acceptance testing
• Identified opportunities for process improvements, automate, and/or standardize the process
• Ensured all documentation projects are completed and stored in the client database within specified time limits
• Ensured that no customer/client sensitive information/data is visible in the documentation for all clients in the unit and data security is maintained
• Identify & escalate system issues, error trends impacting larger population and work with Client (Onshore-Offshore) & Technology team.

• Managed a recoveries team of 8-10 business specialists for Bank Of America (U.K) & American Express (U.S) for delinquent as well as charge off credit cards collection
• Experienced debt management expert engaged in 3rd party collections (bank cards, private label credit cards, telecom debt, education loans & auto delinquencies) for American Express
• Handle collections on papers with age ranging from 90 days to 360days
• Provide leadership to team in form of resident floor expert/ team leader back up & escalation calls point of contact along with conversion calls point of contact
• Development and Implementation of Collection Strategies digging into historical data
• Conducted various skill enhancement sessions for every team & dispelling their product related doubts
• Mentored & trained new hires to drive performance through continuous monitoring & effective feedback
• Maximized productivity by ensuring policy awareness and call quality control
• Assessed customer complaints to maintain a high brand image Rolled out 'need based training' after analyzing customer feedback / complaints.