MANUSHA V
Operations Manager
Hyderabad
Summary
Having over 15 years of expertise in payroll, benefits administration, insurance, and banking. Seasoned Operations Manager and talented leader with 6 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
16
16
years of professional experience
4025
4025
years of post-secondary education
2
2
Certifications
5
5
Languages
Work History
OperationsManager
Genpact India Pvt Ltd
04.2022 - Current
- Managing a team of 70 full-time employees, overseeing their day-to-day operations and ensuring delivery of core metrics such as TAT, Quality, and other KPIs
- Supervised assistant managers and handled queries related to Claims, Fraud Investigation, and Disputes for Debit card transactions and Client Research Disputes on Missing interest and cash bonuses
- Overseeing the monthly/Weekly Dashboards to the Client and presenting the same
- Transitioned 3 process with 7 FTE each adding a 21 FTE revenue
- GB trained tested and certified on a project which reduced the training timeliness from 45 days to 30 days
- Led the KYC process for the bank, including initial form verification, ensuring compliance with all regulatory requirements
- Contributed to identifying process improvement opportunities and defining standards for new and reusable processes
- Collaborated with Lead to ensure alignment with business objectives and implementation of best practices
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Assistant Manager
Genpact india pvt Ltd
04.2019 - 05.2022
- Managed a team of 28 full-time employees, overseeing their day-to-day operations and ensuring delivery of core metrics such as TAT, Quality, and other KPI
- Assisted the legal team in managing documentations for subpoenas received from clients, ensuring all necessary support was provided
- Certified as a Trainer for Disability Insurance and served as the primary point of contact for all DI/Life plan inquiries and administration along with claims disputes
- Oversaw the equitable distribution of workload among team members, maintaining motivation and performance levels
- Provided Boot Camp and process training to subject matter experts, as well as organized training schedules for new associates
- Managed the end-to-end process from access to accreditation for new associates, ensuring their smooth onboarding
- Participated in client discussions to comprehend customer problems, articulate them to stakeholders, and identify solutions based on industry best practices
- Contributed to identifying process improvement opportunities and defining standards for new and reusable processes
- Collaborated with Lead to ensure alignment with business objectives and implementation of best practices
Domain Expert Trainee
Global bankers insurance group
01.2017 - 04.2019
- Responsible for overseeing the day-to-day operations of the team, distributing the workload evenly amongst staff and making sure motivation and performance levels are maintained.
- Lead a team of 10 members
- Follow up of queries for the team with SME's.
- Implementing new initiatives and making sure all staff understand them.
- Giving prompt and accurate information on individual staff member performance.
- Prioritizing important tasks and ensuring they get done first.
- Managing team performance and progress.
- Enforcing all company approved policies and procedures.
- Prioritize own activities and assist team members as needed to meet client deadlines and quality standards.
- Provide input into process improvement opportunities and may oversee defining standards for new processes and reusable processes.
- Ensuring the requests are completed thoroughly and accurately within the appropriate time frame.
- Maintain up-to-date knowledge of client policies, statutory requirements, and special handling procedures.
- Assess clients' background information and financial status.
- Liaise with specialists to gather information and opinions.
- Weight loss exposures and determine underwriting alternatives.
- Balance between mass and homogeneity of risks to achieve predictability of future results.
- Participated in on-the-job training, working closely with supervisors and coworkers and asking appropriate questions.
- Supported departmental tasks to increase understanding of industry processes.
Subject Matter Expert
Cognizant technologies services
02.2013 - 12.2016
- Reviewed insurance applications for compliance and adherence.
- Conducted review of Disability Insurance claims for overseas clients.
- Handled policy servicing transactions including screening of policy servicing requests, following up on outstanding requirements, preparing endorsements and notice of the policyholders, performing quality checks, and maintaining records of policy servicing transactions.
- Ensured all questions in insurance applications were answered and issued new Insurance policies.
- Compiled data on insurance policy changes and updated policy records to conform to insured party's specifications.
- Processed cancellation of insurance policies, made amendments to the provisions and benefits as per requests by agents, and verified the accuracy of insurance company records.
- Maintained detailed records of policies underwritten and decisions made in compliance with applicable insurance laws.
- Assisted in attending to emails and other ad hoc duties as assigned.
Senior Customer Support Executive
ADP India Pvt Ltd
06.2009 - 02.2013
- Managed client’s flexible benefits (Flexi Kitty) to optimize Tax benefits within the payroll system, from account setup to processing reimbursements and claims.
- Assisted in configuring new earnings and deduction codes, pay rules, holiday schedules, and accrual profiles.
- Addressed escalations regarding Flexible Spending Accounts from US Clients, ensuring exceptional US Benefits Administration.
- Communicated resolution of account queries to participants via email.
- Handled administration process queries for US Benefits, ensuring efficient and accurate responses.
- Resolved issues related to Pre-tax benefits, ensuring client satisfaction.
- Collaborated with client service teams to identify and resolve project-specific issues and procedures.
- Updated client database with current information for streamlined operations.
- Enforced security policies of the ADP to maintain data integrity and regulatory compliance.
- Generated and sent reports including call back, late login, aux exceptions, and site wise reports to the WFM team.
- Worked on escalation cases and served as a Subject Matter Expert (SME) for this product.
Education
M.A - English
Osmania University
B.Com - Commerce
Osmania University
12th - Arts
Kasturba Gandhi Junior College
Hyderabad, India 04.2001 - 01.2006
10th - High School
St Francis Girls High School
Skills
Operational efficiency management
Personnel oversight
Customer loyalty enhancement
Strategic decision-making
Statistical analysis
Key performance indicator analysis
Business growth initiatives
Data-driven performance reporting
Analytical problem-solving
Client support
Performance evaluation
Operational efficiency enhancement
Certification
LOMA FLMI
Social Links
LinkedIn, https://www.linkedin.com/in/manusha-vijaya2316a24?utm_source=share&utm_campaign=share_via&utm_content=profile&utm_medium=android_app
Accomplishments
- Promoted to Manager after 3 years with the company.
Additional Information
Generative AI
Lean Certified
GB Trained and Tested
Timeline
OperationsManager
Genpact India Pvt Ltd
04.2022 - Current
Assistant Manager
Genpact india pvt Ltd
04.2019 - 05.2022
Domain Expert Trainee
Global bankers insurance group
01.2017 - 04.2019
Subject Matter Expert
Cognizant technologies services
02.2013 - 12.2016
Senior Customer Support Executive
ADP India Pvt Ltd
06.2009 - 02.2013
12th - Arts
Kasturba Gandhi Junior College
04.2001 - 01.2006
B.Com - Commerce
Osmania University
M.A - English
Osmania University
10th - High School
St Francis Girls High School