Chetan Kadam

• Delivered complex re-engineering and simplification/standardization/optimization projects for global cross-functional processes resulting in a significant value creation
• Identified process gaps & improvement opportunities to infuse efficiency and effectiveness into business processes
• Proactively identified potential customer dissatisfaction drivers and mitigated any CSAT risks
• Worked closely with customers and operations leadership team to identify improvement opportunities and drive them to closure
• Deliver training on process optimization concepts, Lean & Six Sigma (including yellow and /or green belt training
• Conducted Start Green assessment for New-New, Old-New transitions for seamless operations. Performed 2-2-2 and Stay Green audits to ensure process adherence to QMS standards

Critical Projects:
UMR Claims Quality Improvement SS Project : Project avoided $15MN annualized mis-payments for customer. Saved $50K annual penalty for Wipro. Reduced the rework in downstream teams. This project was selected for NIQR Bangalore contest.
OON Dispute - Email Management System Transformation Project: Project eliminated 18 FTE efforts resulting in annualized saving of $130K for Wipro and $350K for client. Reduced the TAT misses from 10% to 0% which avoided $85MN delayed payments for customers High replicability of this project helped create similar solutions in BFSI, Consumer and other Health accounts
OON Dispute - WONDR BOT : Project eliminated 80 FTE efforts resulting in annualized saving of $670K for Wipro. High replicability of this project helped create similar solutions in BFSI, Consumer area and other Health accounts.

• Managed adherence to the Quality, TAT, NPS & Customer Experience for the process through LEAN Six Sigma Methodologies
• Initiate & lead projects that improve end-to-end processes; Setting, validating, and auditing measurement systems to deliver business impact
• Built Process Excellence & Automation culture in the team by driving productivity and process improvement projects aligned with business initiatives
• Identifying key trends and proactively taking action to identify ways to meet the client expectations
• Responsible for reporting to leadership and line of business on key performance indicators (KPIs)
• Execute projects and manage task prioritization, workload distribution and resource planning to ensure adequate assignment of resources to projects
• Responsible to validate the current risk and compliance procedures and identify probable gaps and issues in the existing procedure
• Demonstrated analytical ability to deep dive into data & metrics to communicate data insights and develop business cases
• Excellent presentation and documentation skills, with ability to problem solve independently

Few Notable Projects :

Project : Quality & Efficiency Improvement EDI process

Problem Statement: Process KPIs (Quality & Efficiency) variation

Contributions: Assessed the as is processes to understand the causes of variation in the KPIs. Detailed study to quantify the factors and picked vital few factors to work on to reduce the induced variation. Build a mechanism to auto fill fields in the EDI application and validate few critical fields as a check point. Also, created a mechanism to provide continuous real time feedback to improve Quality. Created control mechanism to manage high-risk client’s data files imports. Created revised SOPs, escalation procedures and set up response SLAs with relevant stakeholders

Highlights: Applied concepts of Lean Six Sigma methodologies to reduce the variation in the process by ~15% and control ~40% High-risk client files thereby improving output and reduced effort by 25% with the new process.

Success Story: The project enabled auto capture of details and real time feedback to analysts thereby leading to a positive impact on the Business KPIs. The project saved 4 FTE effort (18 FTE to 14 FTE) in 2020. The estimated cost saving in 2020 was $85,580.

Cycle Time Improvement: Claims Adjudication

Problem Statement: A 60% of the aged claims were aging due to dependency on Provider Services, File in Audit process. The goal was to reduce the Cycle Time and dependency of these buckets.

Contributions: In-depth analysis of multiple samples of aged cases to identify workable areas. Calibrated with Onsite Managers to identify and develop solutions for effective provider communication channels, captured solutions via SOPs. Ensured all teams are trained and are following the new SOPs.

Highlights: Enhanced First Time Resolution (FTR) and efficiently dropped ageing rate from 60% to 22% - in 4 weeks.

Success Story: Enabled Claims Adjudication teams to maintain SLAs and improve efficiency by 78% in 4 weeks with 4 FTE Soft Saving (capacity creation). Thus giving the company capacity of 4 FTEs to observe more claims works from different regions.

Goal: To automate 70% of the Electronic Claims volumes for Auto Adjudication

Highlights: Worked with Business Owners & SMEs to create As is Process Flow and collate data on type of claims (E-claims & Paper)

o Provided process demo (SIPOC, upstream, downstream) to R&A and OpX teams to help identify Robotics opportunities

o In addition detailed VSM studies, across various claim processing scenarios, were carried out with the help of SME inputs

o Collaborated with all stakeholders for Robotics project status update and lead the daily calls

o Worked with operations teams for UAT to identify & document bugs in the bot for Business Analysts

o Prepare training module. Ensured 100% adaption via monitoring, & feedback for seamless execution of automation

Success Story: Successfully Implemented the Robotics Automation project in UHC SR claims with 8 FTE ($158K)benefit to the organization

• Core responsibilities included leading team of 16 analysts which was responsible for receiving, tracking, reviewing, reporting, and providing governance and oversight for all centrally managed exceptions to GIS Standards & Controls
• Reduced risk by deterring internal & external threat actors through detective controls both technical and administrative to eliminate data exfiltration and avoid unauthorized connections to Bank of America’s network
• Identified and mitigated the security risk to safeguard the legitimate information and managed various security exceptions provisioned to the user
• Performed Content Filtering based on the website activities using Bluecoat Proxy SG and managed the local database and categorization of the various URL
• Ensured Blacklisting- White listing of the websites through Risk Analysis from HTTP traffic by categorizing web sites and content that needs to be blocked and unblocked on the Bank's proxy
• Provided Web Proxy Exception to the users for various blocked URLs based on business justification & URL's threat category rating
• Proactively revoke the access on exception expirations to mitigate the risk and clear unapproved exceptions
• Actively involved in access exception onboarding which includes migrating new or existing request processes for exceptions to GIS Standards & Controls to be managed by the GIS Exception Management Team
• Quality Assurance Assessment: Verifying if all the steps have been adhered to before the exception has been granted

• Lead the Business Continuity Plan test for the team to consolidate the evidence from start to end for the review and assessment