Kuldeep Singh
Manager
Delhi
Summary
Experienced operational and project management professional with 15+ years in the US Health industry. Proven ability to drive team performance and achieve customer service targets while supporting business goals. Focused on improving productivity and refining procedures through employee engagement. Effective leader with exceptional planning and organizational skills.
Overview
15
15
years of professional experience
Work History
Manager
Aptia Group India Pvt Ltd
Gurugram
03.2024 - Current
- Managed daily delivery operations, ensuring compliance with service level agreements.
- Led ongoing transitions, stabilizing processes to facilitate seamless knowledge transfer within team.
- Mentored team members while addressing critical client requests and promoting knowledge sharing.
- Reviewed client change order requests, assessing feasibility, estimating costs, and preparing operational documentation.
- Oversaw annual onboarding calls for new clients, ensuring smooth handover from Implementation to admin team.
- Maintained EWS to identify potential issues, enabling timely interventions.
- Developed and implemented strategic plans to meet organizational goals.
- Monitored team performance and addressed issues.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Created monthly reports for senior management summarizing operational performance metrics.
- Conducted performance evaluations, providing feedback and coaching for team development.
Team Manager
Mercer Consulting India Pvt Ltd.
01.2020 - 02.2024
- To ensure excellent client delivery with Quality, SLA and Stakeholder management
- Manage the local support operation. Includes, managing a team to maximize the efficiency of Business process.
- Handle non-routine Benefit inquiries, Projects and Complaints in timely manner.
- Research, Analyze and Assist with administering ongoing service delivery.
- Perform regular 1:1's with my team members to address any performance, conduct, or attendance concerns.
- Initiate Process improvements to ensure programs run efficiently and effectively.
- Communicate and maintain vision, Leadership Principles, and culture within Team.
- To drive continuous improvement in primary KPIs through continuous improvement in delivery.
- Point of contact for operational issues and associate concerns
- Strategic planning and Goal setting
- Talent Development and succession planning
Benefits Operation Manager
Wipro (Formally Aon Hewitt)
05.2017 - 01.2020
- Worked As a part of SPG team in HW Domain and handle Premium billing for 11 clients.
- Lead client call, vendor calls and resolve premium discrepancy.
- Keeping close eye on daily client deliverable and ensure all the deliverables are delivered on time by Aligned BOA to me.
- Handle complex and adhoc task assigned by Client.
- Escalation handling with proper RCA and provide preventive measures.
- Provide training to new hires about the system and domain.
- Managing reporting, Dashboard, Monthly Business Reviews on a regular interval which is shared with the higher management
- Handling complex situations, Resource management, backup planning and other usual deliverables of the process.
Analyst
Xerox Corporation (formally ACS)
09.2012 - 05.2017
- Worked as a part of PS Admin team in HW Domain.
- Handle all the benefits related issues of the participant like bene change, address name change, preparing prod packages, death packages, Electing benefits on participant behalf etc.
- Prepared complete documentation including SOPs, PMAPS & other process related document.
- Perform Quality audit and share the feedback from the associate.
Associate
BA Continuum India Pvt Ltd
11.2010 - 09.2012
- Worked on SQL for fetching the data and distribute it to the Operation Dept.
- Perform reconciliation and update database
Education
BCA -
Jiwaji University
01.2010
Higher Secondary -
CBSE
01.2006
Senior Secondary -
CBSE
01.2004
Skills
- Project Management
- Good Leadership & Learning Ability
- Result Oriented
- Basic SQL
- MS Excel & PPT
- Health & Welfare Domain Expert
- Experience with process like COBRA, HSA, HRIS, EOI, Life Events, Premium Billing, QMCSO, Carrier Files Etc
- Operations management
Languages
- Hindi
- English
Timeline
Manager
Aptia Group India Pvt Ltd
03.2024 - Current
Team Manager
Mercer Consulting India Pvt Ltd.
01.2020 - 02.2024
Benefits Operation Manager
Wipro (Formally Aon Hewitt)
05.2017 - 01.2020
Analyst
Xerox Corporation (formally ACS)
09.2012 - 05.2017
Associate
BA Continuum India Pvt Ltd
11.2010 - 09.2012
BCA -
Jiwaji University
Higher Secondary -
CBSE
Senior Secondary -
CBSE