Dronath Khindre

• Determined duties and responsibilities for a team of 10, analyze individual performance for team and provided coaching to improve performance.
• Enhanced team productivity by streamlining workflow processes and implementing time-saving strategies for the U.S. Retirement Survivor Benefits (401(k), 403(b)).
• Perform annual performance appraisals of team members and provide regular feedback for development of team members.
• Monitor and ensure adherence to Service Level Agreements (SLAs), Turnaround Times (TAT), and Key Performance Indicators (KPIs).
• Proficient in using OMNI Admin-web, Unified Desktop, Unified workflow, and agile methodologies to streamline operations.
• Improve team efficiency and productivity by restructuring workflow and managing assignments.
• Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.
• Nurtured strong working relationships with clients, ensuring their needs were met, while exceeding expectations for deliverables.

Associate (Team Lead)

March 2021 – February 2025

• Analyzed and prepared training documents that are critical to the process (SOP, job aids) with the help of technical experts.
• Managed day-to-day line activities, prioritized, and made risk/impact assessments within processes and procedures toward achieving SLAs.
• Leading client calls and tracking communications daily regarding operational deliverables and aspects.
• Mentoring and coaching the team on a regular basis and resolving queries.
• Improve team efficiency and productivity by restructuring workflow and managing assignments.
• Use company methodology, team input, and your own initiative to ensure that attendance and retention targets are achieved.
• Demonstrated a high level of initiative and creativity while tackling difficult tasks.
• Established streamlined processes for task delegation, enabling timely completion of responsibilities, while reducing workload burdens on individual team members.
• Enhanced team productivity by implementing efficient project management strategies and setting clear goals.

Research Analyst (Survivor Benefits)

August 2018 – February 2020

• Reviewed and processed retirement defined benefit, defined contributions, roll-over, Roth IRAs, and 401(k) plans of deceased participants.
• Identifying and verifying ERISA-governed QDRO plans for each participant before the beneficiary settlement process for deceased participants also validate & forfeit vesting.
• Research analysis was done through various applications, such as Siebel, Omni Admin Web, Unified Workflow, and Unified Desktop, etc.

• Processing death settlements, unemployment, sickness, and critical illness claims after proper investigation for UK insurance and pensions.
• Understanding the medical history and unemployment details of the customer.
• Reviewing the total premiums paid by the customer.
• Providing information to the customer relating to their claim, as per the requirements.
• Authorizing the death settlement claims processed by the assessor.
• Providing proper guidance regarding daily updates, and floor support to the team.
• Collaborating with clients regarding implementation or queries on updates via call or email.
• Resolved problems, improved operations, and provided exceptional service.

• Cross-check the insured's name, address, phone number, and benefits, etc. On the database, update the same information in the system for the U.S. healthcare process.
• Ensured compliance with state legislation.
• Raising a query with the onshore team in case the document is not provided by the requester.
• Cancellation of policy, as per the request.