Pritam Das
Program Delivery Manager
Kolkata
Summary
With a proven track record of managing large-scale cross geo teams (1100+ FTEs) and driving operational excellence, I have deep expertise in transforming complex claims and contact centre processes into efficient, cost-effective solutions. My expertise spans across healthcare payor industry (US & UK) and Property & Casualty claims, delivering results in Voice operations, Claims adjudication, Payment Integrity, Provider Data Management, and Fraud prevention through RPA and cognitive/generative analytics.
Overview
11
11
years of professional experience
6011
6011
years of post-secondary education
3
3
Certifications
Work History
Program Delivery Manager
Airbnb
03.2024 - Current
- As a Program Delivery lead, I head the Host Damage Protection and Liability Claims business - designing end-to-end claims cycle, transforming processes to drive business excellence, driving product & tooling enhancement, and strengthening offshoring strategy through building vendor partnerships for cost arbitrage and risk mitigation.
- Focus on continuous improvement initiatives aimed at enhancing overall service levels provided by the Program Delivery Manager role across all projects managed within this function.
- Championed an environment promoting innovation and open dialogue among team members resulting in improved problem-solving capabilities.
Senior Manager
Carelon Global Solutions
03.2023 - 03.2024
- Oversee US Healthcare complex and rework claims team of over ~1100 FTEs
- Established strong relationship with executive stakeholders, ensuring long-term partnership by exemplifying strong governance models, refining cost structure and fine tuning performance measures to scale large operations.
- Drive large scale projects to enhance end to end process efficiency and improve cost.
- Resource allocation across programs to establish sustainability and logn terms organizational success.
- Implemented and developed operational standards, policies and procedures.
- Provided strong leadership to enhance team productivity and morale.
- Drive org initiatives focused to bring D&I to the forefront and create inclusive work culture
Senior Manager Operations
AXA Business Services
12.2019 - 03.2023
- Managed a 280 FTE team of both voice & non voice claims management system
- Also managed a paramedic team of medical experts specialized in reviewing cancer claims and review FWA of cancer drugs
- Sustain & grow Operating Margin with an assured BVM delivery plan per contractual MSA guidelines leveraging diversified employee hiring at various levels, managing Seat utilization, optimizing productivity and attrition management
- Review existing process flow end to end and identify automation opportunity or re-engineer as is process to improve both efficiency & accuracy
- Client management & business growth in both old-old & old-new engagements
Senior Manager
Hinduja Global Solutions
10.2018 - 11.2019
- Managed a span of 500 associates for a Payment Integrity program of one of the largest US Health care payor
- P&L and revenue management
- Reduce cost & optimize margins through productivity improvement, revenue increase, seat management & invoice management
- Client management & business growth in both old-old & old-new engagements
- Maximize scope through various account mining activities too
- Responsible for performance management & outlier management for the span
- SLA management & capacity planning
- Streamline hiring procedure to ensure smooth transition & onboarding of new joinee to ensure minimum deviation from the specified requirements
Operations Manager
Wipro Ltd
06.2016 - 10.2018
- Managed a voice team handling provider calls with 80 FTEs, and a team of 70 associates responsible for managing provider data & claims processing
- P&L and revenue management
- Reduce cost & optimize margins through productivity improvement, revenue increase, seat management & invoice management
- Client management & business growth in both old-old & old-new engagements
- Maximize scope through various account mining activities too
- Responsible for performance management & outlier management for the span
- SLA management & capacity planning
Sr. Group Leader
Wipro Ltd
01.2014 - 05.2016
- Managed a span of 78 associates which is managed by 5 supervisors & 4 SMEs
- Responsible for performance management & outlier management for the span
- SLA management & capacity planning in conjunction with the WFM team
- Currently working with our in-house automation team to build a one stop shop tool which will integrate 5 different applications into one to help improve efficiency & accuracy
- Plan floor engagement activities, floor pulse surveys, run various employee growth campaigns
- All to ensure minimal attrition
- Review E2E cross function activities that impact training to improve through put delivery
Education
B.Sc - Hotel & Hospitality administration
Institute of Hotel Management Catering Technology & Applied Nutrition
I.S.C. -
Calcutta Public School
Kolkata, India04-2003
I.C.S.E. -
Julien Day School
Kolkata, India03-2001
Skills
- Operations Management
- Client Management
- People Management
- Change Management
- P&L Management
- Leading large scale teams
- Operational Excellence
Certification
LEAN Certified
Timeline
Program Delivery Manager
Airbnb
03.2024 - Current
Senior Manager
Carelon Global Solutions
03.2023 - 03.2024
Senior Manager Operations
AXA Business Services
12.2019 - 03.2023
Senior Manager
Hinduja Global Solutions
10.2018 - 11.2019
Operations Manager
Wipro Ltd
06.2016 - 10.2018
Sr. Group Leader
Wipro Ltd
01.2014 - 05.2016
Six Sigma Green Belt Certified
02-2013
Behavioral Analytics certified trainer
06-2011
LEAN Certified
07-2010
B.Sc - Hotel & Hospitality administration
Institute of Hotel Management Catering Technology & Applied Nutrition
I.S.C. -
Calcutta Public School
I.C.S.E. -
Julien Day School
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