P B SREENATH
Senior Service Manager
Noida,UP
Summary
Dynamic service manager with over 17 years of experience optimizing operations and enhancing team collaboration to achieve impactful results. Proven leadership abilities, strong problem-solving skills, and adaptability to evolving business needs contribute to a successful track record in the US healthcare sector. Expertise includes strategic planning, customer service excellence, process improvement, and quality control, with a focus on people development and effective service delivery management. Recognized for reliability, efficiency, and a results-oriented mindset that drives organizational success.
Overview
18
18
years of professional experience
Work History
SENIOR SERVICE MANAGER
Wipro Limited
Noida, India
09.2018 - Current
- Responsible for identifying future improvements, enhancements to processes, and systems through the gathering and analysis of existing information.
- Delivered strong project management planning for key annual projects, including annual enrollment, legal and compliance, reporting, team management, etc., along with the daily SLAs and KPIs.
- Managing strong and influential relationship management skills with stakeholders, colleagues, and users in pursuit of delivering high-quality service while maintaining service targets.
- Oversaw vendor management efforts, negotiating favorable contracts terms while maintaining strong working relationships.
- Implemented a robust knowledge management system to facilitate the sharing of best practices and lessons learned across the organization.
- Established clear performance expectations for team members, resulting in higher productivity levels and better overall results.
- Increased client retention rates by proactively addressing concerns and resolving issues in a timely manner.
- Implemented quality control measures to ensure consistent delivery of high-quality services across all projects.
- Managed a team of service professionals, fostering a positive work environment that encouraged collaboration and professional growth.
- Optimized resource allocation by analyzing performance metrics and adjusting staffing levels accordingly.
- Conducted regular performance reviews, identifying areas for improvement and providing constructive feedback to staff members.
- Enhanced customer satisfaction by implementing effective service strategies and streamlining processes.
- Monitored team performance, adhered to service level agreements (SLAs) ,key performance indicators(KPIs) and provided detailed job training.
BENEFITS MANAGER
ALIGHT SOLUTIONS
GURUGRAM
07.2017 - 08.2018
- Managed benefits for U.S. employers and retirees. Led a team for day-to-day operations. Spearheaded 3M Company's project transition, covering payroll, COBRA, billing, payments, and claims handling.
- Coordinated with clients, stakeholders, vendors, implementation teams, technology teams, shared services, and project teams for a successful project transition.
- Resolved complex issues, emphasizing patterns, trends, and root cause analysis. Conducted virtual training for the Chennai transition, expediting processing, and enhancing productivity. Transitioned projects offshore for North American clients.
BENEFITS ADMINISTRATOR TO OPERATIONS MANAGER
AON HEWITT
05.2011 - 07.2017
- Led a team of Benefits administrators, team members and ongoing processing units to support multiple projects and ensured there was no impact on client deliverables.
- Identified process development opportunities and created standard operating procedures (SOPs).
- Implemented cost-saving ideas, trained and transitioned tasks to OCP (Benefit Center), provided feedback to OCP Managers.
- Catered to Client needs and Requirement and keeping end-to-end interaction with the client.
SENIOR CUSTOMER CARE OFFICER
CONVERGYS INDIA PVT LTD
GURUGRAM
09.2007 - 04.2011
- Joined as Customer Care Officer, promoted to Senior Customer Care Officer within 6 months followed by senior CCO specialist in 2 years and also assisted Team Leaders in Team management.
- Orange UK (telecommunications) paid monthly Operations and handled inbound customer calls and provided resolutions for their queries.
- Resolution of customer’s queries in accordance to Ofcom regulations.
- Worked with the zero-tolerance team.
- Supports Operation Teams, and assists Team Leader with a 20-member team. Monitors cases, and provides regular coaching feedback for Quality Scores, Compliance, and Targets.
Education
Bachelor of Arts - History Hons
Sri Venkateswara College(Delhi University)
01.2007
High School Diploma - Humanities
Kerala School
01.2004
10th - undefined
Kerala School
01.2002
Skills
Operations management
Customer satisfaction
Employee engagement
Service level agreements
Service delivery optimization
Work Planning and Prioritization
Data analytics
Quality assurance
Data management
Risk management
Project management
Service documentation
Performance evaluations
Timeline
SENIOR SERVICE MANAGER
Wipro Limited
09.2018 - Current
BENEFITS MANAGER
ALIGHT SOLUTIONS
07.2017 - 08.2018
BENEFITS ADMINISTRATOR TO OPERATIONS MANAGER
AON HEWITT
05.2011 - 07.2017
SENIOR CUSTOMER CARE OFFICER
CONVERGYS INDIA PVT LTD
09.2007 - 04.2011
High School Diploma - Humanities
Kerala School
10th - undefined
Kerala School
Bachelor of Arts - History Hons
Sri Venkateswara College(Delhi University)