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
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
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