Rupesh Jha,PMP®

Responsibilities:

Lead and manage people and projects supporting data, ratings, research, analytical outreach and apply technical knowledge to guide junior team members and lead process improvements.

· Acting as a people manager with responsibility for all aspects of data intake, data normalization and data processing

· Took full responsibility for the quality of deliverables for the staff they manage as well as end to end delivery of several business as usual (BAU) tasks such as complex data and research tasks or analytic support tasks such as credit estimates

· Undertaken review/quality assessments of work for complex tasks and address improvement areas through regular connects.

· Provide feedback to management on quality and accuracy of work produced by team members while providing constructive and proactive feedback

· Responsible for identifying and implementing process re-engineering and process improvements. Utilized expertise to identify inefficiencies, suggested improvements, build consensus and implement the change

· Actively participated in and oversight of transition of activities to the service hubs

· Led projects and participated in working groups. For example, analyzing impact of IFRS17 on methodology and leading the implementation; partnering with other departments to move work into ROC, built well-defined processes and output targets

Skills:

Credit:

· Performed holistic analysis to support ratings and research teams with limited guidance for certain advanced/bespoke tasks

· Extensive working knowledge of Insurance industry methodologies

· Proficient in most technical and operational aspects of assigned deliverables

Stakeholder Management:

· Comfortably and professionally interacted with various senior stakeholders on a wide range of topics

· Ability to effectively engage with team members of most levels and across departments

Project Management:

· Managing deliverables related to multiple projects independently

• Leading two verticals comprising of 15 associates responsible for pre-sales, billing, reconciliation, front line customer support, Debt collection and financial data of business.
• Responsible to drive collaboration in matrix environment to identify problem, opportunities and managing conflicts
• Lead team resources to ensure successful project outcomes and positive client experiences measured by CSAT, other Key metrics
• Facilitated training for associates through daily coaching and regular performance appraisals.
• Conducted associate level Interviews and ensure required staff available as per business needs.
• Conducted Weekly reviews with Team Leaders on work force Planning, attrition management to ensure planned leaves and enough back-ups created for seamless business delivery.
• Reviewing customer journey, identifying how it’s supported, taking consultative approach in helping clients overcome issues and achieve goals

Functional responsibilities

• Lead team of 15 Research associates.
• Direct, administer and control daily operational activities of team
• Oversee and report weekly, monthly, quarterly, and annual metrics.
• Mentored and guided employees to foster proper completion of assigned duties.
• Establish & maintain professional relationship with onshore analytical team, IT vendors, Data Quality team.
• Raise and track issues and conflicts, remove barriers, resolve issues of medium complexity involving stakeholders and escalate to appropriate level when required.
• Ensure compliance, regulatory guidelines and procedures followed to provide high quality customer service
• Preparation of Skill Matrix, Talent Call, Efficiency tracker, Utilization scores, Accuracy scores, Efficiency Score, Issue tracker, Daily output tracker, Monthly & Quarterly dashboard, Early Warning system (EWS)

Key Achievements

• Delivered personal guidance and contribution towards assembly and maintenance of formal documentation aspects (Data Process Manuals, Process Maps, Internal Control Assessments).
• Introduced employee-recognition programs, and careerpathing opportunities that boosted staff retention, morale, and satisfaction to new bests
• Increased focus on Versatility skill led to improve score from 33% to 65% which further contributed in handling peak in cross functional team struggling through high absenteeism and attrition
• Built problem-solving culture with existing mechanism on org level which led to identify core issues pertaining to accuracy and fixing it
• Completed value stream mapping and workflow analysis that fast-tracked data delivery turnaround from history of multiyear average of 10 days to sustainable 7 days

Key Achievements

• Transition of entire operations of 30 members from Mumbai to Hyderabad which ran for three months without hampering KPI or failing on stakeholders need
• Conducted process trainings of 16 recruits and constantly assisted in delivering quality data output through domain expertise
• Worked in tandem with Quality team to ensure intra-day quality check are delivered and comprehensively driven including RCA and employment of PA which resulted in improvement of accuracy from 89% in 2017 to 97% in Mar-2019.
• Assisted Data Beijing team achieving efficiency in manual process by concept of LEAN which resulted in time savings of 1500 hours

• Details to be provided on request basis

• Details to be provided on request basis