Dheeraj Gaikwad

Key Result Areas

- Developing and effectuating contingency/business-continuity plans to ensure uninterrupted and smooth business operations, and attainment of budgeted objectives

- Conducting performance management and business growth through farming and identification of newer areas of competence within the client system

- Designing & implementing self-sustainable business processes; performing review/audit mechanism to track effectiveness

- Identifying & conducting training sessions for customers & providing regular update on change/new Policies to employees & customers

- Working towards maintaining a high-quality customer experience, elevating customer satisfaction, while adhering to the SLAs and work processes and thus managing cost-effective operations

- Rendering support in planning for new hires during their OJT within the process to build process knowledge, reduce processing time and also achieve team as well as individual goals

- Developing need based training modules for developing multi skilled workforce for cross utilization within sub processes for optimum efficiency

- Acting as Point of Contact for managing escalations and to facilitate quick closure of incidents by coordinating with different stakeholders

- Defining service standards and guidelines that act as benchmark for excellent service delivery; working towards mapping requirements & providing best solutions for evaluating & defining scope of project and finalizing project requirements

- Identifying & monitoring monthly metrics & KPIs, ensuring adherence to operational standards and consistently applying them; developing & monitoring escalation processes to ensure SLAs are achieved; providing training to the team on the agile process

- Participating in Process Improvements Meeting to determine gaps in existing process and implementing new processes to increase efficiency; initiating and delivering on process improvement projects to improve process efficiencies

- Driving organizational objectives by successfully driving operational excellence, deploying innovative process automation solutions, building strategic client communication plans, quality maintenance, formulating SOPs and enhancing skills of the team

Back office operations for UK NHS Hospitals

General processing team members and responsible for document verification, contract creation, etc.

Worked for Policy Administration department

Client Profile Management

Account maintenances, health care quotations,