Siddharth Kumar Shandilya

• daily interaction with German clients
  -Ensuring daily/monthly KPIs are met as per Service Level Agreement(SLA)
  -Workflow management and reporting as per business metrics
  -Ensuring ISO 9001:2015 compliance within the process
  -Part of Migration of peak projects from 2022 ,2023 & 2024
  -SOP creation(Peak-English ) & Training management
  -Quality analysis & control &Performance management

-Reporting and presenting for Weekly & Monthly call with Partners for discussing team performance

- Production planning & regular individual feedback

-cascading work instructions/ updates/ Feedback from partners to Team level

- reporting errors within Citrix to partners proactively and get them fixed by raising and following up the incidence

• German operations management.
• Team leader in Claims Management - Life.
• Spearheaded the seamless migration of Peak Mgmt. projects in our process past three years 2022 to 2024.
• conducted cross trainings & performance mgmt for colleagues from other process in our process
• Resolved escalated customer inquiries in a timely manner, while maintaining quality standards.
• Devised and executed operational tactics to boost team performance.
• Team Leadership
• Managed escalations effectively to resolve customer issues and maintain high satisfaction levels.
• German stakeholder management by interacting with German clients on a daily basis. Preparing and reporting for weekly and monthly performance of the team, the same on discussion through call with German partners.
• Conducted regular meetings with team members to review progress on projects and discuss any issues or concerns they may have had.
• Performed root cause analysis to identify systemic issues that were impacting operational efficiency.
• Trained new hires on operational processes and provided ongoing training for existing employees when needed.
• Created reports on staff performance, customer satisfaction, Production Mgmt, and other topics for upper management.
• Analyzed data from various sources to develop insights into trends impacting operations.
• Monitored daily operations and evaluated performance of staff, providing feedback and coaching as needed.
• Performed periodic audits checkpoints of operational processes in order to identify potential risks or areas of improvement.
• Understands QMS and ISMS audit requirements, conducts awareness within the team, and participates in timely documentation.

• processed claims documents in German Health Insurance
• Collaborated with team members to identify trends in customer issues and develop solutions accordingly.
• became buddy for almost all new employee in year 2019-2021 , attended and assisted them physically and virtually on Team (during pandemic)
• Overgrown as a group leader and handled a group of 12 people for almost 2 years to assess their daily/weekly performance, resolve queries, share best practices for individual growth, and add value to the team in meeting targets and meeting SLA deadlines.
• Proactive IT Spoc for the Team and help assisted whole team virtually and on floor as well by Rasing tickets and providing quick and seamless work environment for the colleagues
• Developed strategies for improving customer service standards within the department.
• Reviewed denied claims for errors or omissions before finalizing decision notices.
• participated in team level documentations on error analysis , RCA and many more

• Evaluated customer-submitted claims for motor insurance coverage. Compiled reports summarizing the results of surveys and assessments related to motor insurance claims.
• Worked as senior Insurance Advisor in Kraft Insurance, specializing in new policy creation, modification of existing policies including vehicle exchanges and tariff changes, and overseeing claim processing in the lobby.
• Attended continuing education seminars and webinars related to best practices in claim handling.
• Advised customers on the status of their claim payments or denials.