Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Additional Information
Travelling
Work Availability
Quote
Timeline
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JAYAKUMAR SRINIVASACHARI

JAYAKUMAR SRINIVASACHARI

Manager Operations Delivery
Bengaluru

Summary

Forward-thinking Delivery Manager equipped to handle large-scale delivery planning and execution. Proficient in driving sales and increasing customer engagement with hands-on approach at each stage. Trains, mentors and motivates staff for maximum performance.

Overview

14
14
years of professional experience
6
6
Certificates

Work History

Delivery Manager

Omega Healthcare Pvt. Ltd
Bengaluru, India
01.2021 - Current
  • Reporting to Operations Director – Managing Operations team of 150+ professionals for supporting US clients in Healthcare – Provider/Pharma/Payers
  • Engaging with business customers, planning & optimizing resources, facilitating change management, & managing project finance/budgets / Team Building / Team Work / Time Management
  • Accountable for the end to end process of all operations within store, ensuring appropriate resource to deliver routines to the highest standard
  • Continually identify, develop and mentor talent across the store and wider region that creates a pipeline of successors
  • Continuously build capability of the Management team through stretching their accountability, and creating a plan for development areas
  • Monitoring daily inventory, client management and people management
  • Leading RPA, Intelligent Character Recognition (ICR), Image analytics, Self-Serve options, Air Ambulance & Land Ambulance trip processing & Billing
  • Managing & executing numerous projects for designing,& developing solutions, integrating, transitioning processes, systems & people from client environment to BPO environment, & vice-versa
  • Collaborating with the business team, system engineers, developers and testers for enhancing features and technical user stories
  • Implementing agile methods in software development, planning & developing interfaces for integrating client systems with healthcare platform
  • Developed sourcing models and delivery optimization options and methods, monitored, tracked, & resolved project risks; performed Capacity planning / Seat / Asset Management / Vendor Management /Space Management for huge headcount; ensured adherence to defined SLAs, schedules, & built internal quality control frameworks

Operations Manager

UST Global
Trivandrum, India
12.2018 - 10.2020
  • Handled 3 locations and 150+ operations team US healthcare anthem Insurance; defined methodologies, frameworks, toolkits, collaterals for supporting transformation; lead RPA, Intelligent Character Recognition (ICR), Image analytics, Self-Serve options
  • Managed & executed solution design projects for conceptualizing, designing, developing & implementing business solutions, based on an analysis of risks, & issues in systems
  • Accountable for the end to end process of all operations within store, ensuring appropriate resource to deliver routines to the highest standard
  • Continually identify, develop and mentor talent across the store and wider region that creates a pipeline of successors
  • Managed workforce, & monitored transition, transformation & steady state; handled PPO, HMO, EPO – National, Local & Legacy functions (Jira, WGS, WPD)
  • Tracked team performance for ensuring compliance with quality standards & schedules; facilitated peer & customer reviews from design phase to code phase, & supported team to maintain quality of deliverables
  • Created SOW/SOP, removed NVA task & implemented programs for performance improvement and quality assurance; handled Charge Entry& Payment Posting, developed & implemented business strategy
  • Supported voice process team, & handled 13 Functions in Healthcare Anthem, as part of transitions; tested & validated13 processes in steady state, & implemented the same
  • Handled Claims Adjudication, Benefit Coding & Legacy Functions (National & Local), & Bangalore division, maintained team reports MIS, KRA, Quality, SLA, drafted business cases, monitored & tracked financial impact
  • Designed, documented, & implemented Transition Governance, Knowledge Transition in transformation/outsourcing environment
  • Developed sourcing models and delivery optimization options and methods, monitored, tracked, & resolved project risks; performed Capacity planning / Seat / Asset Management / Vendor Management /Space Management for huge headcount; ensured adherence to defined SLAs, schedules, & built internal quality control frameworks

Operations Manager

Insure Pro, RG Insurance
Bengaluru, India
10.2017 - 11.2018
  • Handled 80+ headcount and US based P&C insurance claims (General Insurance)
  • Performed SBU Sourcing, Finance Costing and Planning with Strong Client interactions (P&C) Insurance UK
  • Handled Bangalore division, & maintained team reports MIS, KRA, Quality, SLA
  • Drafted business cases, monitored & tracked financial impact
  • Facilitated designing, documentation, & implementation of Transition Governance, designed & implemented Knowledge Transition in transformation/outsourcing environment
  • Developed sourcing models and delivery optimization options and methods; monitored, tracked & resolved project risks
  • Engaged in Capacity planning / Seat / Asset Management / Vendor Management /Space Management for huge headcount
  • Ensured adherence to SLAs, & developed internal quality control frameworks
  • Identified whitespaces and conceptualized solution; handled 4 major End-to-end transitions for UK-based clients (Insurance / Reinsurance) & Health care; lead RPA

Productions Manager

XEROX Business Services
Bengaluru, India
04.2014 - 04.2017
  • Handled 280 FTE’s with 3 locations, supported teams for US clients, for Health Care Pension scheme / Dental claims Insurance
  • Engaged in forecasting & strategic planning of processes
  • Facilitated SBU Sourcing, Finance Costing and Planning
  • Handled Bangalore division, & maintained team reports MIS, KRA, Quality, SLA
  • Initiated operational risk and business continuity planning for Insurance Operations
  • Developed sourcing models and delivery optimization options and methods; monitored & resolved project risks
  • Generated MIS reports & analyzed reports for influencing strategic decision-making
  • Lead initiatives for Business transformation/Change management/Process reengineering/Transition
  • Conducted performance appraisals, interacted with other functions HR, IT, Finance
  • Engaged in business continuity planning & execution; & performed Periodic Management reporting - P&L, Financial and Operational Metrics
  • Analyzed variance between Actuals v/s forecast v/s budget (Monthly, quarterly & yearly)

Operations Manager

Realtykart.com India Pvt. Ltd
Bengaluru, India
05.2013 - 04.2014
  • Handled multiple property Management, estate Management and people management
  • Maintained team reports MIS, KRA, Quality, SLA
  • Executed projects involving scoping, time management, resource mobilization, within cost & time parameters
  • Developed & implemented contingency/business continuity plans for ensuring smooth flow of business operations, & achieving budgeted objectives
  • Monitored overall processes for identifying improvement areas & implementing steps for enhancing customer satisfaction
  • Participated in induction training & Coaching for new employees, negotiated with end customer, analyzed technical data for suggesting improvements, defined & executed business strategies, including budgeting
  • Conducted daily meetings, generated reports, managed employee data, documented business processes

Senior Credit Analyst

Ekomate System India Pvt. Ltd
Bengaluru, India
04.2012 - 02.2013
  • Supported semi-voice, on Pensions & Retirement scheme
  • Advised retired UK (Scottish) online pensioners on financial & investment planning
  • Engaged with processing team, end customer & performed initial setup of semi-voice processing team
  • Monitored overall processes for identifying improvement areas & implementing steps for enhancing customer satisfaction
  • Documented daily process, maintained PPI payments and & claims of Debtors
  • Facilitated Business transformation, managed change, & executed Process reengineering/Transition
  • Performed knowledge transfer, transition & process implementation for offshore customers
  • Worked on Consolidation Loans & Payment Protection General Insurance (Non-Life) & Property & Casualty
  • Created Protected Trust Deeds, registered records of written off debts, confirmed transactions and processed invoices
  • Arranged SOP and conserving documents for the process and client, tested & implemented new software
  • Completed all backlogs, & interacted with major banks for bank account number & sort code numbers
  • Handled voice, semi-voice & non-voice team

Senior Associate & Transition Specialist

Xchanging Plc. Ltd
Bengaluru, India
09.2006 - 10.2011
  • Maintained MIS reports, KRAs, & quality
  • Executed projects involving scoping, resource mobilization and execution within cost & time parameters
  • Monitored utilization of existing resources and manpower, planned targets, monitored numbers, maintained CTQ (Critical to Quality) / CTP (Critical to Process) targets for the process & team
  • Tested & implemented new software; defined & executed business strategies with accurate forecasting & budgeting
  • Handled claims team (Aviation, Property & Casualty Operations team) Insurance / Reinsurance
  • Conducted trainings on General insurance & General reinsurance (Non-Life) and induction training
  • Supported Claims & Premiums for Aviation, Property & Casualty, Marine & Natural Resource Divisions
  • Maintained books of client account & underwriting (Lloyds, LIRMA & ILU) markets; handled Legacy Ledger Clearance Team, & process re-engineering
  • Bangalore division, maintained team reports MIS, KRA, Quality, SLA, drafted business cases, monitored & tracked financial impact
  • Designed, documented, & implemented Transition Governance, Knowledge Transition in transformation/outsourcing environment
  • Developed sourcing models and delivery optimization options and methods, monitored, tracked, & resolved project risks; performed Capacity planning / Seat / Asset Management / Vendor Management

Education

Postgraduate Diploma - Business Administration, Finance

Bachelor of Commerce - Computer Application

Periyar University
06.2003 - 04.2007

Skills

Operations Management

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Certification

Trained in Putting ITIL Into Practice: Applying ITIL 4 Foundation Concepts in August 2020

Affiliations

An Expert Operations Manager (Delivery & Transitions) having over 14 years of experience in leveraging expertise in operations/transition/migration management for achieving business results, on behalf of diverse client groups in General Insurance/Reinsurance industries (P&C, Aviation, Marine, NR), Health Care (Claims Adj, Ambulance Trips), including clients from the UK, USA, EMEA, and APAC regions, with extensive onsite experience in the United Kingdom, & expertise in General insurance claims & Premium Processing & also US health care/medical billing, non-voice & voice process. Ability to facilitate business continuity planning & execution, develop policies, & procedures, define service standards, & ensure compliance with the same in customer service; extensive skills in digital consulting & comprehensive understanding of business solutions, objectives, processes, measurements and tools to analyze & resolve client business challenges. Strong people management skills, operational & managerial expertise for resolving problems, performing Due Diligence, implementing continuous improvements, identifying & eliminating risks in migration & transition, managing cost centre, reporting on process/productivity, mapping business requirements, managing assets, defining & ensuring compliance with project plans & Service Level Agreements (SLAs) for execution & delivery; Certified in Lean Management, Six Sigma Green & Black Belt, Agile Scrum Master, & ITIL 4 Foundation Concepts, Continuous Process Improvement, Time Management, Cost Management, Microsoft Office and Coaching, Event Management, Google Analytics, & Client Management

Additional Information

  • AWARDS , Achieved Good Going Award, twice, from Xchanging in 2007-2008 Received Star Team Award & Star Performer of the Quarter, twice, in 2009 & 2010, from Xchanging

Travelling

• Xchanging UK - General Insurance Claims (Diary Monitoring) For Marine, Natural Resources, Aviation & Property And Casualty – 2008 Knowledge Transfer & Documented End To End, As-Is & To-Be Process (6 Months) 2008

• Aon Benfield - Successfully off-shored the projects and took responsibility for 32 members team stabilizing the same include premium processing until BAU– 2009 (6 Months) 2009

• AON UK - Ledger Entries Transactions which were pending since 1990 Reins premium and successfully cleared the funds, facilitated knowledge transfer across 16+ teams– 2010 (6 Months) 2010 - 2011

• Anthem Insurance, JIRA, EBA, Legacy, SPIDER National & Local – WPD – (2018 Dec 2019)

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

The way to get started is to quit talking and begin doing.
Walt Disney

Timeline

Delivery Manager

Omega Healthcare Pvt. Ltd
01.2021 - Current

Operations Manager

UST Global
12.2018 - 10.2020

Operations Manager

Insure Pro, RG Insurance
10.2017 - 11.2018

Productions Manager

XEROX Business Services
04.2014 - 04.2017

Operations Manager

Realtykart.com India Pvt. Ltd
05.2013 - 04.2014

Senior Credit Analyst

Ekomate System India Pvt. Ltd
04.2012 - 02.2013

Senior Associate & Transition Specialist

Xchanging Plc. Ltd
09.2006 - 10.2011

Bachelor of Commerce - Computer Application

Periyar University
06.2003 - 04.2007

Postgraduate Diploma - Business Administration, Finance

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JAYAKUMAR SRINIVASACHARIManager Operations Delivery