Bibin Singh
Senior Manager- Operations
Trivandrum
Summary
Proactive and meticulous Senior Manager with over 14 years of experience in RCM industry. Imparts skillsets, experience, thought leadership, and clear vision to guide cohesive, high-performing teams
Overview
13
13
years of professional experience
17
17
years of post-secondary education
3
3
Languages
Work History
Senior Manager - Operations
Prochant
03.2023 - Current
- Operations in charge at the facility manages the entire Operations team, and key decision maker for- Training, HR, Admin, IT departments at the facility. Collaborated closely with respective department heads to drive organizational success jointly as one cohesive unit.
- Project management- strategic planning, transitions management (transition, soft-live, go-live), defining SLA/MSA, SOPs, setting up timelines and expectations, and seamless transition.
- GM management and improvement- Revenue enhancement strategies, FTE utilization metrics, Tracking KPIs and forecasting.
- Resource planning and utilization- including training forecasting.
- KRA setting, performance management, appraisals.
- CRM, Stakeholder management, Salesforce, NPS score improvement.
- Consistently met or exceeded quarterly/annual performance and GM targets.
- Evaluated hiring, firing, and promotions requests.
Operations Manager
Guidehouse (previously Navigant BPM)
04.2021 - 02.2023
- Managed 5 major clients, including the organization's biggest, maintaining active contract through proactive communication and positive feedback
- Managed transition, FTE utilization/cross-utilization and billability, setting up realistic goals, SOP formulation, RPA feasibility for all clients
- Supervised and evaluated staff of 100+ including 2 AMs, 3 Team Operations Leaders and 7 QA Leads, enabling them to improve skills, achieve team objectives and attain advancement
- Headed hiring drives both walk-in and virtual
- Formulated IJP criterions, and selection process including question bank and weightage
- Trained at least 50+ staff associates and equipped to comply with company policies and procedures
- Set and enforced policies focused on increasing team productivity and strengthening operational efficiency
- Prepared and maintained performance dashboards, bell curves, client presentations, EWS
- Implemented internal rewards program, bolstering customer retention 100%
- Attained expert level of product knowledge
- Became thought leader in the respective area of business and helped various project transitions
- Identified gaps in training and worked with L&D teams to meet operational expectations
- Worked closely with Compliance team for ISMS cross-functional audits
- Headed CSR activities as Chairman.
Team Leader
Guidehouse (previously- Navigant)
07.2012 - 02.2023
- Started working with the organization as a Senior Analyst from July 2012 - March 2014 with exceeding target goals and customer satisfaction
- Promoted as a Team Leader on basis of exceptional performance in 2014
- Led a team of 43 staff and 5 Quality Analysts, including training, setting goals and expectations, performance review
- Assisted HR with new hire processing and existing training programs
- Positioned as go-to person for up to 60 staff members, troubleshooting complex administrative and training issues promptly
- Facilitated training for associates through daily coaching and regular performance appraisals
- Worked directly with customers to create prototypes of new designs, training materials, and submitted structured plans for RPA feasibility
- Prepared and maintained performance dashboards, bell curves, client presentations, EWS.
AR Specialist
Accentia
12.2010 - 06.2012
- Identified, researched and resolved billing variances to maintain system accuracy
- Prepped appeals and timely follow ups
- Closely managed monthly reconciliation schedules of all assigned accounts
- Performed targeted collections on past due accounts aged over 180 days
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options
- Managed efficient cash flow reporting, posted cash receipts and analyzed chargebacks, independently addressing and resolving issues
- Checked figures and postings to verify correct entry, mathematical accuracy and validating proper coding with coding tools
- Posted customer payments by recording checks, cash and credit card transactions
- Follow up with attorneys on related claims in litigation.
Education
High School -
St. Johns ICSE School
07.1992 - 05.2004
Higher Secondary - undefined
SN Trust Higher Secondary School
06.2004 - 05.2006
MBA - Business Administration And Management
IUBH, Germany- Upgrad Online (Pursuing)
Berlin, Germany 05.2006 - 05.2009
Skills
Project performance evaluation and forecasting
Recruiting and interviewing
Transition management
GM management
Training and defining SOPs
CRM
Cost Control and RPA feasibility
KRA setting and Project Management
Strategic Planning
Data collection and analysis
Accomplishments
- Certified Lean Six Sigma Black Belt
- Completed PMP PDUs
- Completed various MDP courses
- Awarded multiple The Best Employee and The Best Supervisor Awards
Timeline
Senior Manager - Operations
Prochant
03.2023 - Current
Operations Manager
Guidehouse (previously Navigant BPM)
04.2021 - 02.2023
Team Leader
Guidehouse (previously- Navigant)
07.2012 - 02.2023
AR Specialist
Accentia
12.2010 - 06.2012
MBA - Business Administration And Management
IUBH, Germany- Upgrad Online (Pursuing)
05.2006 - 05.2009
Higher Secondary - undefined
SN Trust Higher Secondary School
06.2004 - 05.2006
High School -
St. Johns ICSE School
07.1992 - 05.2004