Summary
Overview
Work History
Education
Skills
Personal Information
Skills - I T Knowledge
Timeline
Generic

Divesh Malhotra

New Delhi

Summary

Seasoned Senior Service Manager with 13+ years of solid background in leading service departments within high-paced, demanding environments. Proven track record of managing service operations, implementing process improvements, and boosting customer satisfaction rates. Strengths include strong leadership skills, strategic planning abilities, and commitment to achieving company goals. Past roles have demonstrated significant improvements in operational efficiency and team performance.

Overview

14
14
years of professional experience

Work History

Senior Service Manager

Wipro
01.2021 - Current
  • My role as Senior Manager is to provide Health benefit solution to manage costs, compliance and risk for US Benefit Market.
  • Health Solution Team India has presence in Gurugram, Noida and Chennai.
  • I manage day-to-day business Operations, Project Management and Client Delivery for U.S clients.
  • Manage day-to-day activities of the business operations, comprising of coordination with, Onshore team, various stakeholder groups, and several third-party vendors for smooth running of Business Operations.
  • Provide project updates on a consistent basis to various stakeholders about strategy, adjustments, and progress.
  • Determine and define project scope and objectives.
  • Predict resources needed to reach objectives and manage resources in an effective and efficient manner.
  • Creating slides for leadership updates which includes project win loss status, project progress reports and various other PMO updates.
  • Develop and manage a detailed project schedule and work plan.
  • Managing team of 50 colleagues and daily work allocation for the team.
  • Organizing and managing agenda for Weekly team meetings and leading daily huddle with the team.
  • Conducting monthly one on one with the team.
  • Provide coaching, training and feedback to the colleagues for technical and personal development.
  • Organizing mentor and buddy program for new hires.
  • Partner with the development teams to facilitate the build effort.
  • Owning and creating team resources such as organization structure slides, management meeting agenda and performance metrics based on KPI.
  • Mentoring Benefit Analysts and team members in tasks and providing feedback.
  • Managing India team business continuity plan.
  • Analyze and document business requirements and produce detailed functional specifications.
  • Analyze and document process flows and develop target state processes.
  • Provide technical and functional support throughout the project lifecycle, including gathering business requirements, developing functional specification documents.
  • Develop use cases, and partner with the business to ensure sign-off on all requirements, testing and implementation.
  • Facilitate implementation of new functionality through training sessions, demonstrations, and the development of appropriate documentation.
  • Ensuring resource availability and prepare a detailed project plan to monitor and track progress.
  • Manage changes to the project scope, project schedule using appropriate verification techniques.
  • Digital Operations and Platforms, Health & Welfare Solution Team

Associate Process Consultant

Conduent Business Services
Gurugram
10.2019 - 01.2021
  • Determine and define project scope and objectives.
  • Predict resources needed to reach objectives and manage resources in an effective and efficient manner.
  • Develop and manage a detailed project schedule and work plan.
  • Provide project updates on a consistent basis to various stakeholders about strategy, adjustments, and progress.
  • Managing team of 25 colleagues and daily work allocation for the team.
  • Organizing and managing agenda for Weekly team meetings and leading daily huddle with the team.
  • Conducting monthly one on one with the team.
  • Provide coaching, training and feedback to the colleagues for technical and personal development.
  • Partner with the development teams to facilitate the build effort.
  • Creating slides for leadership updates which includes project win loss status, project progress reports and various other PMO updates.
  • Owning and creating team resources such as organization structure slides, management meeting agenda and performance metrics based on KPI.
  • Mentoring Benefit Analysts and team members in tasks and providing feedback.
  • Working closely with onshore team to identify topics for content creation, this includes creating processes of content creation and sharing policies.

Benefit Operation Manager

Wipro
Gurgaon
07.2011 - 09.2019
  • Company Overview: Digital Operations & Platforms
  • Digital Operations & Platforms

Training Coordinator

RBS Business Services
Gurgaon
01.2011 - 07.2011

Education

MBA - Marketing

Edinburgh Business School
U.K.
01.2009

B.Sc. - Hospitality Management & Hotel Administration

Institute of Hotel Management
Kovalam, Kerala
01.2004

12th - Humanities

New Era Public School
Mayapuri, New Delhi
01.2001

10th -

New Era Public School
Mayapuri, New Delhi
01.1999

Skills

  • MS Office
  • Project management
  • Stakeholder engagement
  • Process improvement
  • Compliance management
  • Client delivery
  • Team leadership
  • MS Excel
  • SQL query writing

Personal Information

Date of Birth: 12/14/83

Skills - I T Knowledge

  • Proficient with MS Office
  • MS Excel
  • SQL query writing
  • TBA (Total Benefit Administration)
  • GUI tool

Timeline

Senior Service Manager

Wipro
01.2021 - Current

Associate Process Consultant

Conduent Business Services
10.2019 - 01.2021

Benefit Operation Manager

Wipro
07.2011 - 09.2019

Training Coordinator

RBS Business Services
01.2011 - 07.2011

MBA - Marketing

Edinburgh Business School

B.Sc. - Hospitality Management & Hotel Administration

Institute of Hotel Management

12th - Humanities

New Era Public School

10th -

New Era Public School

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