KuldipSingh Thakur

• Operations management- Monitor and Report Team SLA Metrics on a daily, weekly & Monthly basis and plan and implement action plan to ensure that all SLAs are met
• Communicate with multiple clients to ensure that processes meet their standard of quality and efficiency
• Work collaboratively with multiple client teams lead counterpart to plan and deliver shared services solutions around processes
• Having monthly process performance reviews with clients
• Develop detailed work plans such as Capacity Planning and weekly roster
• Manage Teams and groom team members effectively deliver on targets
• Manage process administration and liaise with support functionality to streamline process
• Render support to team to resolve difficult queries and provide coaching in improvement areas identified for team members
• Handling Escalations.
• Process Improvements
• Doctor OPD schedule Automation using google sheet with the intent to track daily OPD updates and reduce daily client escalations.
• Designed and developed Marco’s to create a database of leads received on client application with the intent to ease the process of dialing daily leads, data handling and reconciliation of leads

• Operations management- Monitor and Report Team SLA Metrics on daily, weekly & Monthly basis and plan and implement action plan to ensure that all SLAs are met
• Communicate with multiple clients to ensure that processes meet their standard of quality and efficiency
• Work collaboratively with multiple client teams lead counterpart to plan and deliver shared services solutions around processes
• Team Management
• Weekly reviews to Management on key deliverables
• One-on-One with team and scheduled weekly team meetings
• Develop detailed work plans such as Capacity Planning
• Manage Teams and groom team members effectively deliver on targets, take ownership of day to day activities to avoid any escalation / conflict
• Manage process administration and liaise with support functionality to streamline process
• Render support to team to resolve difficult queries and provide coaching in improvement areas identified for team members
• Responsible for 100% conformities in Internal and External Audits
• Handling Escalations.

• Role and Responsibilities
• Responsible for actively managing multiple US healthcare processes involving RCM, EDI, Indexing and handling and processing DME requests..
• Operations management-
• Monitor and Report Team SLA Metrics on daily, weekly & Monthly basis and plan and implement action plan to ensure that all SLAs are met.
• Communicate with multiple clients to ensure that processes meet their standard of quality and efficiency.
• Conducting Process Performance review meeting with clients
• Performance Evaluation & Feedback- bottom quartile management, make monthly performance reviews of the employees for annual appraisal.
• Work collaboratively with multiple client teams lead counterpart to plan and deliver shared services solutions around processes.
• Manage Team Leaders and team
• Weekly reviews to Inhouse Management on key deliverables.
• One-on-One with team and scheduled weekly team meetings.
• Develop detailed work plans such as Capacity Planning, Incentive Plan, Training & Ramp-up plans.
• Make proper utilization of resources and control cost ensuring periodic productivity gain.
• Manage Teams and groom team members effectively deliver on targets, take ownership of day to day activities to avoid any escalation / conflict.
• Directly supervise work of team including mentoring, coaching, and providing advice on processes.
• Leave management.
• Manage process administration and liaise with support functionality to streamline process.
• Help team members and motive them to increase qualitative performance.
• Render support to team to resolve difficult queries and provide coaching in improvement areas identified for team members.
• Responsible for 100% conformities in Internal and External Audits.
• Handling Escalations.
• Achievements
• Six Sigma Yellow Belt Certified
• Kaizen Certification for reducing seat cost/Seat Utilization.
• 15% gain in team’s productivity thus reducing process overtime.
• Actively involved in transition of 3 processes with FTE strength of 58

Operations management-

Monitor and Report Team SLA Metrics on a daily, weekly & Monthly basis and plan and implement action plan to ensure that all SLAs are met

• Communicate with multiple clients to ensure that processes meet their standard of quality and efficiency
• Work collaboratively with multiple client teams lead counterpart to plan and deliver shared services solutions around processes
• Performance Evaluation & Feedback- bottom quartile management, make monthly performance reviews of the employees for annual appraisal.
• Weekly reviews to Management on key deliverables
• One-on-One with team and scheduled weekly team meetings
• Develop detailed work plans such as Capacity Planning, Incentive Plan, Training & Ramp-up plans
• Make proper utilization of resources and control cost ensuring periodic productivity gain
• Manage Teams and groom team members effectively deliver on targets, take ownership of day to day activities to avoid any escalation / conflict
• Directly supervise work of team including mentoring, coaching, and providing advice on processes
• Leave management
• Manage process administration and liaise with support functionality to streamline process
• Help team members and motive them to increase qualitative performance
• Responsible for 100% conformities in Internal and External Audits
• Handling Escalations.

Roles and Responsibilities :

• Handling renewals, mid-term endorsements, survey request, printing of renewal letters for small business and motor policies.
• Process Improvements-
• Kaizen Certification: Developed and automated process of printing renewal letters at client end using VBA Macros.
• Real time Productivity and time tracker using VBA Macros

• Delivered technical assistance through phone while maintaining professionalism at all times.
• Assisted in development of standard operating procedures for technical support, resulting in improved team efficiency and consistency.