Hiteshwar Singh

Operations/Team management work

• Managing client projects and implementation projects for new clients and its service delivery for US Clients for Health & Welfare Benefits
• Ensure constant communication with client for planning, identifying and resolving service delivery issues
• Deliver Service Level Agreements (SLA) for client service and acts as first level of escalation.
• Maintaining issue log and share updates with client via weekly call.
• Work on HRP’s projects and share status with stakeholders.
• Develop and maintain Standard Operating Procedures (SOP) to ensure accuracy and compliance to standards.
• Develop process improvement plans to optimize operational efficiency and minimize process gaps.
• Monitored and analyzed performance metrics to detect areas for improvement.

Team Management

• Prioritization and Capacity Management of aligned team members
• Work Movement/Cross client Training
• Process Improvement
• Training/Coaching Shared Services, Customer service

• Ensure constant communication with onshore team for planning, identifying and resolving service delivery issues
• Deliver Service Level Agreements (SLA) for client service Working on Adhoc work request from Clients/internal teams
• Work on assigned projects within in provided timeline
• Review and resolve escalated team’s deliverables (e.g., data quality checks, client responses)
• Maintaining issue log and give updates to the client via weekly call
• Handle daily / weekly project inflows and report out completion status
• Providing direction to the BA for work allocation process
• Maintained a strong focus on client satisfaction, ensuring timely resolution of issues and implementing proactive measures to prevent future occurrences.

• Ensure constant communication with onshore team/client for planning, identifying and resolving service delivery issues
• Work with client, third parties, shared services, customer Service and implementation group to resolve participants and plan administration Issues
• Respond to requests, queries and complaints from onshore and from client in a friendly and efficient manner
• Maintaining issue log and share updates with onshore team before client meeting
• Developed and maintained Standard Operating Procedures (SOP), resulting in streamlined process documentation
• Analyse, Resolve and direct any system issue, error or trends impacting larger population resulting from system set-up and work with Benefits Operation Manager (BOM) and Implementation Development Group (IDG) as per client specific requirements.

• Work with third parties, shared services, customer Service and implementation group to resolve participants and plan administration Issues
• Different type of reports i.e., maestro, edits and workflow reports and maintaining their status
• Coordinating with internal teams to verify the information
• Working on Adhoc work request from onshore/internal teams
• Reviewing reports from plan providers and vendors to verify accuracy and resolve differences and sending correct report to client

• Different type of reports i.e., maestro, edits and workflow reports and maintaining their status
• Coordinating with internal teams to verify the information
• Working on Adhoc work request from internal teams.

• Verify mortgage documents, sending approval and denials emails/notices.
• Process Mortgage documents with accuracy and maintain SLA and TAT
• Audit processed document, rectify errors and give constructive feedback.
• Reviewing reports daily and submitting to the responsible person.