Shivendra Singh
Summary
I wish to achieve a challenging role in a professional organization where I can enhance my skill and strength in consumption to company’s goal and objective. I want to learn and enhance my skills as a workman and spread workmanship all around in a team. I see personal growth within the team in organization’s overall growth.
An experienced processer with 11+ years of experience in Insurance Services, seeking a role in the Operations department of an organization.
People-oriented team leader successful in monitoring performance, delegating work and motivating members. Versed in managing daily direction and team communication. Collaborative and resourceful professional dedicated to identifying needs to develop and deliver creative solutions.
Overview
11
11
years of professional experience
Work History
Team Lead
Tata Consultancy Services (TCS)
12.2021 - Current
- Company Overview: A competent professional with 3 years of experience in areas of Insurance Payment – Out Process and Servicing area
- Customer Service executive in banking financial services and Insurance (BFSI) Domain, under Diligenta Bremner and Aviva Life Insurance Co
- As a client, UK’s largest insurance company
- Playing a role of Team Leader from Operations Team, primarily responsible for Payment and Claims process with the team size of 15 FTE
- OPS – SME
- Member of fun committee and Error Discussion Committee
- Escalation and resolution Handling
- Building capability for Operations through training and coaching on the floor
- Implement initiatives to improve processes and efficiencies within the area of expertise
- Creation of a knowledge database that would assist in learning
- MIS Reporting
- Communication with internal and external stakeholders
- Ensure SLA/KPI maintenance
- Contact administration to ensure that day to day procurement activities
- A competent professional with 3 years of experience in areas of Insurance Payment – Out Process and Servicing area
- Customer Service executive in banking financial services and Insurance (BFSI) Domain, under Diligenta Bremner and Aviva Life Insurance Co
- As a client, UK’s largest insurance company
Process Developer
GENPACT
Gurgaon
12.2013 - 11.2021
- Job responsibility is to manage a team of 5 members; assigning targets to the team and reviewing performance; live floor monitoring and management; performing call/ email audits; providing supervisory assistance to associates; sending process reports (Property & Casualty) and maintaining individual performance charts; engaging in Property & Casualty knowledge transactions, SOPs (Standard Operating Procedures) and PKTs (Process Knowledge Tests) and conducting refresher trainings for team members as and when needed
- Started working with GENPACT as Process Associate and promoted as Process Developer, wherein taken responsibility to handle a team in terms of their performance by sharing feedback and discussing future plan to action
- Maintain a new business logins tracker on daily basis
- Engage in procedure of scrutinize new business proposal form before login in operation according to underwriting guideline and documentation wise
- And resolve description soon and take follow up for issuance
- Dealing with onshore US clients/Handlers for regular query
- Coordinate with Onshore US Office for medical updating, issuance cases, pending cases, RPC Pending cases, Medical pending and other requirement in pending cases & for description resolve
- Training new members on the floor and maintaining their data
- Maintain a MIS of Daily & Monthly Logins Tracker MIS as per Location wise, Profit center wise
- Also worked under health care and benefits domain for 5 years
- Ensuring good communication with clients, carriers, and the onshore team by working as their initial point of contact.
- Providing operational assistance to all parties involved (clients,vendors, and onshore teams)
- Processing HRIS(Census) file and Life Events, Payroll and Premiums.
- Addressing all participant and client inquiries promptly to fulfill the SLA and
- reducing repeat calls or cases to the benefit center. Organizing Daily/weekly calls with all stakeholders and Leadership to discuss about service delivery dashboard and open Items.
- Addressing issues that errors Prompted while updating vendor records on weekly files (BCBS, Aetna, Metlife, Kaiser, UMR, etc.)
- SLA monitoring and discussing with management. Providing RCA and action
- plan delivery for better client satisfaction. Processing all the ad-hoc requests received from onshore or Clients.
Education
MBA -
Jaipur University
01.2013
B.com - Commerce Stream
Lucknow University
01.2011
12th - Commerce Stream
ICSE Board
01.2008
10th -
ICSE Board
01.2006
Skills
- Working knowledge of windows
- MS office
- MS Excel (Internet)
- Professional Experience
- Advance Excel
- Dedicated to exceptional customer service, able to cultivate positive report and nurture relationships by offering service beyond expectation
- Recognized for outstanding work ethics, thoroughness & commitment towards organizational goals
- Notable interpersonal skills having the exposure for Backend Operations
- Ability to work in a changing environment
- Proficient in Communication Skills
- Production Monitoring
- Performance monitoring
- Employee engagement
- Operations Management
Accomplishments
- Started working with GENPACT as Process Associate and promoted as Process Developer, wherein taken responsibility to handle a team in terms of their performance by sharing feedback and discussing future plan to action.
- Maintain a new business logins tracker on daily basis.
- Engage in procedure of scrutinize new business proposal form before login in operation according to underwriting guideline and documentation wise. And resolve description soon and take follow up for issuance.
- Dealing with onshore US clients/Handlers for regular query.
- Coordinate with Onshore US Office for medical updating, issuance cases, pending cases, RPC Pending cases, Medical pending and other requirement in pending cases & for description resolve.
- Training new members on the floor and maintaining their data.
- Maintain a MIS of Daily & Monthly Logins Tracker MIS as per Location wise, Profit center wise.
Professional trainings and certifications
- Effective Communication
- Presentation Skills
- Emerging Excellence
Languages
- Hindi
- English
Awards
- 5 Bronze Award and 6 Spot awards from GENPACT for Good performance.
- Awarded Star Performer – 8 Times.
- Appreciated by UK’s Client.
- Qualified for Green Belt.
Disclaimer
I hereby declare that all the details mentioned above are true according to best of my knowledge and believe.
Experienceoverview
An experienced processer with 11+ years of experience in Insurance Services, seeking a role in the Operations department of an organization.
Personal Information
- Father's Name: Mr. R.B. Singh
- Date of Birth: 02/02/89
- Marital Status: Married
Languages
English
Proficient
C2
Hindi
Proficient
C2
Timeline
Team Lead
Tata Consultancy Services (TCS)
12.2021 - Current
Process Developer
GENPACT
12.2013 - 11.2021
MBA -
Jaipur University
B.com - Commerce Stream
Lucknow University
12th - Commerce Stream
ICSE Board
10th -
ICSE Board