Pawan Kasarla
Delivery Manager
Secunderabad
Summary
Highly competent professional with over 20 years of experience in Operations Management and Customer Service Operations. Skilled in setting quality standards and implementing procedures to ensure a high-quality customer experience. Expertise in mapping business requirements and coordinating process development. Recognized for initiating Automation of Team Score Cards with United Health Group. Experienced in managing process and knowledge transition through visits to the US. Strong communication, coordination, analytical, and networking capabilities.
Overview
21
21
years of professional experience
2004
2004
years of post-secondary education
3
3
Languages
Work History
Delivery Manager
IKS health
05.2024 - Current
- To assist the Management with new PeopleSoft procurement project with agreed SLAs
- Later, moved to Physician on boarding team and scribing project ensuring client agreed SLAs and metrics are met with the right accuracy levels
- Provide functional support and direction to reportees by analyzing business metrics trends, potential issues and escalations, client feedback and business strategy/goals
- Oversaw daily operations of the delivery team, ensuring timely completion of tasks and adherence to company policies.
- Managed resources effectively to avoid unnecessary delivery delays and identifying coaching and training opportunities.
- Mentored team managers to develop their skills and advance within the organization.
- Facilitated cross-functional meetings to address challenges, share best practices, and strategize plans for future growth.
- Improved delivery efficiency by optimizing routes and scheduling for the team.
- Ensure systems development integration with strategy
- Retained probable exits of about 24 across the account through well-defined retention management strategies
Assistant Manager
Optum Global solutions
05.2022 - 04.2024
- Moved to Procurement team by cracking a IJP in 2022
- Leading a team of 6 members – trained 2 of them and ramped up them in to production in 1 month
- Key role in Ariba integrations and playing vital role in migrating data from legacy systems to SAP Ariba
- Analyzed Ariba PO data & implemented CIF catalogs for 15+ Suppliers with co-ordination of Sourcing & Functional Operational teams
- Implemented 20+ Punch-out catalogs globally for various supplier with coordinating with SE team
- Implemented Ariba Guided Buying for PR/PO, GRN functionalities and trained 200+ user on system adaptation
- Handling team of 6 members
- Coordinated with General Manager in different operational issues and promotional activities
- Spearheaded daily team meetings to identify improvement strategies, discuss policy updates, escalations & facilitate open communication
- Core responsibilities includes PO Management, Catalogs Management, Invoice Management, and UAT's for SAP Ariba, Peoplesoft and Noosh
- Maintaining CIF catalogs, and monitoring punch out catalogs for accurate prices and to increase direct spend in Ariba
- Designed SLA's, KPI's, Contract compliance, Accuracy trackers in Peoplesoft PO Process
- Provided technical assistance and support for identification and evaluation of automated systems and related procedures that are cost-effective and meet business requirements
- Developed and executed comprehensive test plans and workforce breakdown structures for complete P2P systems for various ERP tools
- Documented SOP's , business processes & posted to appropriate stakeholders
Assistant Manager
Optum Global solutions
04.2017 - 05.2022
- Our team works closely with risk bearing providers to help them become more efficient by identifying and resolving aberrant claims
- Our solutions helps providers/clients ensure payments for health care claims are paid correctly according to contractual terms and without fraudulent, wasteful or abusive practices
- Managing performance and over all metrics for a team of 32 medical professionals and ensure timely fulfillment of required SLA i.e., Productivity, Quality and TAT
- Directed service operations for rendering and achieving quality services; provided first line customer support by answering queries & resolving their issues, ensuring minimum TAT
- Managing inventory inflow and plan the resource alignment to ensure zero tolerance on TAT /high aging tasks
- Implementing various ideas to improve the quality of the tasks assigned to the team
- Supporting SME to drive daily quick connects, coaching, refresher sessions and internal audits with a strategic approach based on the historical data
- Continue to be the only POC to manage and effectively provide support to facilitate the required software/hardware for entire business segment
- Leading and supporting the new hires from on job training to full time production
- Coach and create developing path for associates to clutch the job enrichment opportunities and internal promotions
- Formulated & presented weekly and monthly performance reports to the management and implement monthly goal sheets for team of 90 members
- Awarded for leading the employee engagement for the entire business segment and successfully drove many activities leading to employee satisfaction >95%
- Successfully implemented a project and improved an quality metric resulting in reduction of customer issues reported
- Pivotal in managing service operations with focus on implementing policies and procedures as well as developing and streamlining systems
Assistant Manager
United Health Group (On Roles of Magna Infotech)
06.2015 - 02.2016
- Drive higher performance in team members, describe actions and results for successful performance
- Manage performance and behaviour with regular one-one coaching sessions
- Managed a team of 30 and ensured timely fulfillment of required SLA i.e., Productivity, Quality and TAT
- Formulated & presented weekly and monthly performance reports to the management; performed monthly one- on-one and performance reviews, maintained the TAT, and so on
- Implement performance goals, monitor and evaluate against pre-set goals and formulate solutions to resolve performance barriers
- Participated the weekly quality review meetings and the leadership meetings/calls; interacted with management regarding cynical cases, and updated them with EWS details on weekly basis
- Supervised and monitored the performance level of service staff for ensuring superior customer service
- Recognised for consistently exceeding productivity and quality targets and won the Incentive Program Contest for the same
- Merit of introducing and implementing automation of team score cards through Excel
- Fundamental in managing service operations with focus on implementing policies and procedures
Team Leader
Avalara Tech. Ltd.
10.2012 - 03.2015
- Led a team of 13 members, regulated the resources of the team, streamlined the work, formulated action & improvement plans
- Identified the training needs and imparted training to the team; evaluated team member’s performance and suggested improvements
- Assisted in development of process manual, quality metrics, efficiency metrics & process maps as well as maintained SOP’s with process updates
- Acknowledged for developing an access database to capture the daily performance & efficiency, which helped easy reporting for any point of time
- I had the opportunity to visit the US and expand my knowledge on Sales & Use tax with successful transition of the process to India.
Process Developer
Thomson Reuters
06.2009 - 09.2012
- Mentored & monitored quality team (as Acting Team Lead) for 3 months, maintained consistency & completeness of all transaction data residing in ‘Content Manager’ application to ensure & fulfill the integrity of the transaction tax content needs of the business
- Conferred with ‘Yellow Belt Certification’ award for initiating and successfully completing an process improvement through by following Lean & Six Sigma approach/attributes
- Recognized for saving 3000 hrs per annum by automating an tax rate validation activity. Also, minimized the waiting time spent for response from US supervisors for questions by creating HTML based file to capture the process updates and scenarios
Executive
Patni Computers Ltd.
10.2006 - 06.2009
- Got promoted to quality team for excellent performance within a year
- Received appreciation for meeting the client SLA with 99% accuracy and 24 Hrs TAT consistently for 14 months
Executive
Nipuna Services – Satyam BPO
06.2004 - 09.2006
- Started as Transactional associate and with the consistent performance moved to adjudication team
- Received appreciation for exceeding the set targets for 14 months with 99% accuracy
Education
B.Com. -
Osmania University
Skills
Operations Management
Client Relationship Management
SLA Management
Team Management
Business analysis
Liaison & Coordination
Service Operations
Training & Development
Quality Control
Kanban methodology
Personal Information
- Date of Birth: 05/19/83
- Visa Status: US Business Visa (until 2022)
Profilesummary - Summary
Results-oriented Delivery Manager with extensive experience in team management, project management, and procurement processes. Proven track record of successful project implementations utilizing SAP Ariba and PeopleSoft systems. Recognized for exemplary leadership skills, driving productivity improvements, and exceeding client service level agreements. Committed to fostering strong team dynamics to achieve organizational goals and enhance operational efficiency. Awarded as Best Manager and Best New Implementation Lead for outstanding contributions.
Timeline
Delivery Manager
IKS health
05.2024 - Current
Assistant Manager
Optum Global solutions
05.2022 - 04.2024
Assistant Manager
Optum Global solutions
04.2017 - 05.2022
Assistant Manager
United Health Group (On Roles of Magna Infotech)
06.2015 - 02.2016
Team Leader
Avalara Tech. Ltd.
10.2012 - 03.2015
Process Developer
Thomson Reuters
06.2009 - 09.2012
Executive
Patni Computers Ltd.
10.2006 - 06.2009
Executive
Nipuna Services – Satyam BPO
06.2004 - 09.2006
B.Com. -
Osmania University