HITESH TREHAN

• Document, manage and maintain operational procedures and policies
• Collaborate with operational teams to improve business process flows and communication thereby improving processes and drive business objectives
• Design solutions which meet and/or exceed customer expectations and champion for right service model
• Drive completion of Service Design within agreed timeframe, which will depend on size, scale and complexity of solution
• Implement engaging training plans in conjunction with Lenskart Academy focused on developing and reinforcing critical, standard service competencies and procedures.
• Communicate with functional leadership teams to assist with administrative initiatives, policy changes and decisions
• Work with executive leadership to define, structure, launch, and manage strategic and operational initiatives
• Enable critical business decision making by working with cross-functional stakeholders

Operating Leader for Group Benefit Operations organization managing processes of varying complexity leading ~175 FTE with absolute responsibility of Service Delivery & Client Relationship Management for Underwriting Support & New Business, Claims (Dental, Disability and Life), Global Employee Benefits, Retirement & Income Solution products

A. Core Operational Responsibilities:

· Establishing and implementing short/long-term goals, SOPs; monitoring and evaluating effectiveness; facilitating changes required for improvement.

· Single Point of Contact for client engagements. Manage relationship with the Onshore partners, Sr. Management, Project management team and other enabling partners

· Leading stakeholder/onshore partner visits at Noida for showcasing in house capabilities

· Driving Quality projects & continuous improvement initiatives to deliver enhanced value to stakeholders via hard or soft saves

· Support key Organizational objectives/priorities for expanding GSS footprints to other geographies, multi-site integration & cultural assimilation

· Identify potential sourcing opportunities in liaison with Solutions & Strategy team; transitioned ~150 FTE across Dental, Disability & RIS products

B. Building & Strengthening Capabilities:

· Project lead for setting up Group Operations at Jaipur – transitioned and stabilized New Business and UW, Policy Administration and Claims capability at Jaipur site

· Claims capability Lead across multi location i.e. Noida and Jaipur (Dental, Disability & Life Product)

· Built LTD capability at GSS – capability evolution from;

a. Establishing – migrating and setting up capability ground up with hiring, training and stabilizing operations with strong people & process management focus

b. Strengthening – building customer trust with strong & consistent SLA delivery leading to an increased customer base for GSS (~ 2500 customers across all markets)

c. Optimizing – leverage 6 sigma, lean practices to deliver enhanced business value via productivity pass back, support on ad hoc assignments, QA support to onshore new hires etc.

C. Projects and Strategic Initiatives:

Consulting assignments for GSS – Group Operations; key deliverables include Opportunity identification, Business case approval, planning & execution of projects across different geographies

I. P4P Standardization – GSS project aimed at standardizing Pay for Performance (P4P) practices applicable to Operations & Enabling functions across all shared service locations i.e. Noida, Jaipur & Queretaro (Mexico). Key deliverables of the project included;

· Uniformity in P4P structure

· Conformance to Organization policies

· Governance plan to ensure no dilution of the defined model

· Automation – reporting, MIS, payout sanctity etc.

II. Mid-Markets Foundational Assessment – conducted an operational maturity assessment focused on assessing current state, identifying gaps, and recommending remedial actions in 6 countries across Asia, Europe & Australia

Important outputs of the project include;

• Gap analysis and Operational Maturity scorecard
• Roadmap to recovery, including quick wins

• Developed & standardized implementation of IFS Operations SOPs across all bases
• Established two new IFS Bases (Pune, Ahmadabad)
• Implemented cost-effective crew schedule in sync with aircraft schedule change or new aircraft induction and monitored crew movement for any possible cost optimization
• Undertook ~10 “Incognito” audit flights monthly to identify gaps in service delivery standards and SOP adherence
• Crew Communication – In Flight announcements, Crew Advisories, miscellaneous communication – new product/policy/procedure/process launch etc.
• Ownership for progress and actions of all crew incidents where other support departments (HR, Flight Safety, Training etc.) are involved
• Investigate passenger complaints and determine root cause of complaint. Follow up with crew, guiding and recommending improvements to prevent re-occurrence, recommending training/development etc. or taking remedial action, as appropriate

• Managed Budgeting, MIS, Compliance to Internal Processes and Administrative activities of Training and Organizational Development function
• Worked as Project Manager for setting up training centers in Chandigarh & Guwahati, which included setting up entire operations, manpower planning, infrastructure requirements & designing, conducting seminars and TTT

Responsible for growing and leading Health and Welfare Operations, Shared Services for Hewitt Associates

• Lead Operations supporting 7 client locations and over 130 group customers of Hewitt
• Completed Six Sigma Green Belt Project on “Training Time Reduction “
• Received Business Leader's Award for “Managerial Excellence 2006 “
• Received HRO Innovation Award

Process Migration & Client Management:

As Migration Lead, migrated two process from Onsite:

• Inbound voice processing business of American Express Card Services from Greensboro, NC to AEGSC, Gurgaon
• Back office process of Corporate Travel Business from Miami,

Worked on & off site to migrate all Voice & Travel related activities to Gurgaon.

• Drive team performance and achieving performance targets.
• Designed and implemented schedules in conjunction with central scheduling and call volume-forecasting team in US to enhance schedule effectiveness.
• Developed & executed communication strategies to ensure effective & timely transmission of business / employee information across multicultural organization including managing off sites & town halls for directorate and leading cross group training, information sharing initiatives
• Management of all aspects of year-end appraisal process for team span of ~80FTE

• Achieved Best Cabin Crew Award for Excellence in In-flight Services
• Achieved Merit Award for overall Performance