Shailesh Kudtarkar
Dombivli
Summary
Service-oriented Associate Manager with commitment to excellence and more than 15 years of experience. Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands.
Overview
17
17
years of professional experience
Work History
Service Delivery Ops Associate Manager
Accenture Solutions Pvt, Ltd
06.2021 - Current
- Developed and implemented innovative solutions by leveraging and adapting existing methods and procedures as needed
- Aligned team goals with the strategic direction set by senior management
- Maintained primary upward interaction with direct supervisors or team leads
- Engaged with peers and management levels at both client organizations and within Accenture
- Operated with minimal guidance in determining methods and procedures for new assignments
- Made decisions that impacted the immediate team and, occasionally, other teams
- Managed medium to small-sized teams and work effort
Service Delivery Ops specialist
Accenture Solutions Pvt, Ltd
12.2017 - 05.2021
- Develop and implement resource plans to ensure optimal staffing levels
- Forecast workload and adjust schedules to meet business needs
- Create and maintain staff schedules to ensure coverage during peak times
- Adjust schedules dynamically based on real-time data and unexpected changes
- Track key performance indicators (KPIs) and service level agreements (SLAs) to assess team productivity and efficiency
- Conduct regular performance reviews and identify areas for improvement
- Analyze workload trends and anticipate future resource needs
- Plan for scalability and manage the balance between demand and available resources
- Use data-driven insights to optimize staffing, reduce costs, and improve service levels
- Implement and monitor data quality checks and reporting mechanisms
- Provide training and development opportunities to team members
- Offer ongoing coaching to improve individual and team performance
- Handle escalations and complex issues effectively, ensuring timely resolution
- Communicate risks and issues to senior management and develop remediation plans
- Monitor and track incidents to ensure they are resolved within the defined SLAs
- Ensure that root causes are addressed to prevent recurrence
- Identify inefficiencies in current processes and recommend improvements
- Facilitate process change initiatives and ensure their successful implementation
- Generate and present reports on team performance, productivity, and other relevant metrics
- Provide insights and recommendations based on data analysis
- Maintain clear and continuous communication with team members and other stakeholders
- Share updates on strategies, goals, and changes in processes or policies.
Service Delivery Ops Sr Analyst
Accenture Solutions Pvt, Ltd
04.2016 - 12.2017
- Manage the team through resource planning to optimize availability, set goals and objectives for each member, and ensure targets are met
- Coach the team for successful daily operations, ensure continuous and transparent communication of strategy and goals, and handle forecasting and planning
- Conduct capacity planning and productivity monitoring of daily activities using KPIs, SLAs, data quality checks, evaluation, and reporting
- Oversee escalation management by ensuring timely handling of issues, actively communicating risks to senior management, defining remediation plans, and monitoring execution
- Assist with monitoring and tracking incidents to ensure resolution within the customer Service Level Agreement
- Facilitate an effective Management Operating System, ensuring timely reviews of process outcomes (3*3) metrics, KPIs, SLAs, and improvement/change initiatives
- Minimize resource and time losses by addressing employee or production issues directly and implementing timely solutions.
Group Leader
WIPRO BPO
06.2015 - 04.2016
- Assisted in setting up an upcoming queue by executing and trouble-shooting new batch in updating information on provider database for US based Health Insurance Payer, United Health Group
- Developing and deploying operational plans to drive new batch to achieve SLAs
- Supporting higher management with analytical study around flow of inventory and enhancement of queue processing capability
- Handling client calls and escalations relating to queries and clarifications
- Supervised multiple teams of total 35-40 processors working on insurance claims related to health & accident for US based Health Insurance Payer, United Health Group
- Micro managing and ensuring smooth functioning of a cluster of queues
- Conducting monthly team building exercises like One on One discussions, controlling attrition and absenteeism, uplifting team morale
- Managing inventory for assigned cluster of queues and devising mitigation plans for variance
- Overseeing daily compliance activities like Shift timing adherence, transport rosters, following up on tickets for operational issues
- Collaborating with MIS Team for finalizing Client & Internal reports.
Team Leader
WIPRO BPO
06.2013 - 05.2015
- Handled a team of 20-25 processors working on insurance claims related to Health & Accident for US based Health Insurance Payer, United Health Group
- Monitoring Production and Quality reports and Analysis for scope of improvement
- Chalking out Action Plans for enhancement opportunities for Production, Productivity & Quality Scores
- Controlling absenteeism and attrition for the assigned queue
- Planning employee engagement activities internally for boosting motivation among Team members
- Coaching Team members for career growth opportunities
- Presenting analytical reports to higher management
- Maintaining daily reports-Revenue tracker, Paid hours report, Daily capacity report, Production tracker.
Quality Analyst
WIPRO BPO
05.2010 - 05.2013
- Reviewed and shared assessment of claims processed for a team of 25 associates processing Health & Accident Appeals & Grievances related claims for US based Health Insurance Payer, United Health Group
- Ensuring error-free claim processing of the assigned team
- Allocating work (production data) for analysis among fellow Quality Analysts
- Preparing Quality Reports for further analysis by the Team Lead
- Quantifying errors and providing feedback to associates for maintaining 100% claim processing accuracy.
Sr- Associate
WIPRO BPO
05.2007 - 04.2010
- Processed insurance claims related to Health & Accident for US based Health Insurance Payer, United Health Group
- Completing assigned claims efficiently and accurately
- Providing assistance to the team members during On Job Training
- Sharing feedback and quick tricks for enhancing process capability of new batch.
Education
Skills
- Problem Solver
- Empathetic
- Empowerment
- Critical Thinking
- Lead with examples
- Networking
- Good Listener
- Employee Recognition
- Strategic Planning
Timeline
Service Delivery Ops Associate Manager
Accenture Solutions Pvt, Ltd
06.2021 - Current
Service Delivery Ops specialist
Accenture Solutions Pvt, Ltd
12.2017 - 05.2021
Service Delivery Ops Sr Analyst
Accenture Solutions Pvt, Ltd
04.2016 - 12.2017
Group Leader
WIPRO BPO
06.2015 - 04.2016
Team Leader
WIPRO BPO
06.2013 - 05.2015
Quality Analyst
WIPRO BPO
05.2010 - 05.2013
Sr- Associate
WIPRO BPO
05.2007 - 04.2010
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