Harini Gupta
Operations Manager
Bangalore
Summary
Seasoned Operations Manager and talented leader with 10+ years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
16
16
years of professional experience
1
1
Certificate
Work History
Operations Manager
AXA Global Business Services
Bangalore
11.2022 - Current
- Spearheaded a cross-functional & cross-location team of 215 employees working in the Health insurance portfolio.
- Monitored direct & indirect cost to ensure revenue margins are met.
- Led multiple projects to enhance quality, customer service and turn around time.
- Involved in process migrations from inception to sign off.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Established positive and effective communication among team members and organization leadership, reducing miscommunications, and missed deadlines.
- Developed and implemented strategies to maximize partner experience.
- Reduced operational risks while organizing data to forecast performance trends.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
Associate Manager
AXA Global Business Services
Bangalore
12.2015 - 10.2022
- Managed interaction services team (email) of 30 team members servicing to the international health insurance customers.
- Mentored and supported Customer On-line & Provider Management teams to create strong workplace culture.
- Supported in hiring and oversaw training for all newly hired employees within the department.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Monitored employee productivity and optimized procedures to reduce costs.
Process Lead
AXA Global Business Services
Bangalore
10.2012 - 11.2015
- Supervised processes to eliminate weak points or bottlenecks in business operations.
- Reviewed production schedules and streamlined processes.
- Developed and enhanced personnel work instructions to clear up confusion and boost performance.
- Reported on findings and made proactive and targeted recommendation to senior leaders.
Specialist
AXA Global Business Services
Bangalore
01.2008 - 09.2012
- Processed International health insurance claims, identified provider and customer fraud.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Education
Bachelor of Science - Computer Science
Maharani Lakshmi Ammanni College
Bangalore 04.2001 -
Skills
Project Management
Change Management
Strategic Planning
Business Development
Talent Management
Customer Relationship Management
Employee Relations
Contract Management
P&L Management
Risk Management
Conflict Management
Cross-Functional Collaboration
Additional Information
Projects Handled (Highlights)
- Claims transformation project (Phase 1) - Reduction of turn around time from 10 days to 2 days.
- Part of the core project team, collaborated with UK on project planning & execution.
- Analyzed inflow volumes and distribution to estimate resource requirement.
- Supported in hiring and training of new employees.
- Shift re-alignment to increase coverage window and improve TAT.
- Managed team communications and stakeholder expectations.
- Claims transformation project (Phase 2) - Quality improvement.
- Traveled to onshore site for project planning.
- Set up a team of 4 team members to perform quality audits.
- Mentored Process leads on new training and coaching methodologies.
- Identified process changes to achieve quick wins.
- Fostered a continuous improvement mindset to achieve quality goals in the long term.
- Customer On-line - CSAT improvement from 4 to 4.4.
- Led the project team to improve customer satisfaction on email process.
- Performed comprehensive root cause analysis to identify bottlenecks.
- Supported in delivery of skill based training.
- Analyzed market standards and benchmarked team performance against it.
- Developed solutions to address and improve customer satisfaction.
Certification
PMP - Project Management Professional
Timeline
Operations Manager
AXA Global Business Services
11.2022 - Current
Associate Manager
AXA Global Business Services
12.2015 - 10.2022
Process Lead
AXA Global Business Services
10.2012 - 11.2015
Specialist
AXA Global Business Services
01.2008 - 09.2012
Bachelor of Science - Computer Science
Maharani Lakshmi Ammanni College
04.2001 -