G Shiva Mohan

• Company Overview: Sagility (Formerly a part of Hinduja global solutions) is a tech-enabled BPM services provider and a thought partner providing a broad spectrum of transformational services to enable clients to provide efficient and high quality care across the heath care system. Sagility optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment and analytics.
• Complete oversight of Operations, Training, and Compliance for aligned teams.
• Handled both operations and support Automation Team.
• Making sure to meet the SLAs and reach/exceed the revenue targets.
• Good Management skills with high rigorous approach to learn new processes and technology.
• Supervising and managing 6 Team Leaders, with 125 Associates.
• Creating dashboards for corporate reporting and leading weekly meetings with the Client on process progress and updates.
• Creating and implementing workflows to facilitate structured support in all areas and issues.
• Escalate issues to higher level of management or Client for process improvement.
• Providing direction to the team for meeting & exceeding our customer’s perception of quality, including identification of global patterns and process gaps.
• Responsible for the client dealing and tracking all client feedbacks and queries and responding them on timely basis.
• Executed capacity planning based on received forecasts.
  Streamlined inventory management processes to enhance accuracy.
  Aligned workforce with operational demands to maximize efficiency.
• Conducted discussions with quality team via monthly dashboards, detailing root cause analysis of identified errors, agent performance metrics, corrective measures enacted by auditors, and recommendations for preventive actions
• Monitored daily productivity and quality of aligned teams, providing timely feedback on concerns.
• Reviewed team member reports weekly and daily for internal analysis and improvement.
• Facilitated transition of projects from India to Philippines, providing necessary support and training over 5-6 months to ensure successful project implementation.
• Managed ISO audits thorough collection of data and documentation relevant to projects and overview.

• Company Overview: HGS is a business process management organization. It combines technology powered services in automation, analytics and digital focusing on back office processing,to deliver transformational impact to clients.
• Managed 3 Team Leads with 60 AR Associates.
• Coordinate with Clients to discuss laid out strategies for process improvement at regular intervals.
• Complete oversight of Operations, Training, and Compliance for aligned Teams for Accounts receivables business.
• Educate and update the team on a regular basis with the updates and enhancements in the process from the Client.
• Set-up process implemented for new projects as well as manpower allocation.
• Taking care of Work Force Management and Attrition Control.
• Prepare and present weekly /Monthly dashboards for the project’s review with the details of RCM metrics, Inventory, Productivity, and Quality.
• Creating and implementing workflows to facilitate structured support in all areas and issues.
• Responsible for team training to eliminate knowledge gaps.
• HGS is a business process management organization. It combines technology powered services in automation, analytics and digital focusing on back office processing,to deliver transformational impact to clients.

• Good Management skills with high rigorous approach to learn new processes and technology.

Monitoring productivity and quality of the team members on a daily basis and providing feedback on the areas of concerns.

• Preparing reports of the team members on daily and weekly basis for internal use.
• Performing daily huddles and weekly / Bi-weekly “One on One” sessions with the team members to carry out their job effectively.
• Responsible for team training to eliminate knowledge gaps.
• Responsible for the client dealing and tracking all client feedbacks and queries and responding them on timely basis.
• Conducting periodical meetings with internal quality team on the team member’s accuracy and planning their TNI (Training Need Identification) and plan for necessary trainings.

• Collaborated on denial resolutions with proficiency in overseeing call projects and guiding new hire groups to align with production needs.