MANENDRA KUMAR
Senior Process Associate
New Delhi
Summary
Detail-oriented Senior Process Associate with 7 years of experience in Insurance and Benefits Administration. Expertise in managing US healthcare, Canadian pension, and LTD claims, alongside strong skills in reporting and client communication. Committed to driving operational efficiency and enhancing service delivery through streamlined processes and collaborative relationships.
Overview
2
2
Languages
2
2
Certifications
8
8
years of professional experience
Work History
Senior Process Associate
Sun Life Global Solutions
10.2022 - Current
- Managed essential operations to ensure efficiency and effectiveness in service delivery.
- Oversee group disability claims while demonstrating extensive domain expertise in short-term disability (STD) and long-term disability (LTD) life cycles.
- Reviewed std/ltd claim milestones to streamline structured return-to-work (rtw) plans, improving overall compliance and efficiency.
- Executed financial calculations encompassing tax computations and prorated pension adjustments, guaranteeing precise processing after approval.
- Oversaw escalations and high-volume shared mailboxes (80-100 emails), and email while consistently meeting SLAs.
- Conducted quality control audits and training sessions to improve claim accuracy.
- Spearheaded cross-auditing initiatives for team-handled claims, delivering coaching and feedback that improved individual performance and accuracy.
- Evaluated newly trained resources' claims tracking learning curves and progress to ensure successful training completion and compliance.
- Recorded operational processes to identify gaps, enhance workflows, and promote continuous process efficiency.
- Generated daily and weekly operational reports highlighting key data trends to identify performance growth opportunities and monitor KPIs.
- Collaborated with clients directly to provide clear updates on report statuses, operational queries, and performance metrics.
- Developed Excel macros that automated manual reporting processes, significantly reducing daily production time and minimizing human error.
Associate
Wipro HR Services
09.2020 - 09.2022
- Oversaw daily operations, including COBRA administration, ticketing, mailbox management, and insurance vendor coordination to ensure seamless service delivery.
- Resolved 7-8 service tickets and managed inquiry mailboxes for 8 different client accounts, consistently meeting SLA targets.
- Conducted weekly client touchpoints to present operational status updates, resolve queries, and maintain strong partnerships.
- Authored and updated Standard Operating Procedures (SOPs) to streamline workflows, obtaining client sign-off for all process enhancements.
- Analyzed operational metrics and published key data reports to stakeholders to drive visibility and performance.
- Conducted weekly client touchpoints to provide operational updates, address queries, and strengthen client partnerships.
- Coordinated project deliverables and documentation while facilitating cross-functional support with external partners and internal teams to enhance project outcomes.
- Leveraged advanced hands-on knowledge of Workday for employee data management and benefits administration.
- Recognized with individual performance awards for two consecutive quarters, alongside a Unit Award for team excellence.
Junior Process Associate
Sun Life India Service Centre
04.2018 - 12.2019
- Reviewed claims for accuracy and compliance with established guidelines. by reviewing and advising with standard SOPs
- Processed medical and vision claims for Canadian clients
- Presented data updates to team and stakeholders for clarity on project status. to team and stakeholders to keep track of work progress
- Received recognition for implementing ideas that improved processes and enhanced team performance.
Education
Bachelor of Arts - English (Hons.)
University of Delhi
New Delhi01-2017
12th - Arts & Humanities
Central Board of Secondary Education
New Delhi01-2014
Skills
Data analysis
MS Office: Word, Excel, PowerPoint, OneNote
Detail Oriented
Problem Solving
Attention to detail
Quick Learner
Adaptability
Team collaboration
Critical Thinking
Certification
LOMA 281
Hobbies
- Meditation
- Bike Riding
- Cooking
Timeline
Senior Process Associate
Sun Life Global Solutions
10.2022 - Current
Associate
Wipro HR Services
09.2020 - 09.2022
Junior Process Associate
Sun Life India Service Centre
04.2018 - 12.2019
12th - Arts & Humanities
Central Board of Secondary Education
Bachelor of Arts - English (Hons.)
University of Delhi