Sunil Singh B
Service Delivery Ops Senior Analyst
Maraimalai Nagar
Summary
- Seeking challenging managerial assignments in the areas of Operations Management and Team Management with an organization of high reputation.
- 12.5 years of experience in executive roles, team management, quality management, and training.
- Skilled strategic planner with ability in streamlining business processes, fostering continuous improvement, and using employee strengths.
- Effective at building resilient teams capable of overcoming diverse challenges.
- Provided guidance and leadership to staff, aligning with specified program goals/upskilling.
- Versatile in multiple roles, including floor support, subject matter expert, quality analyst, and OJT auditor for over 150 advocates.
- Unified team management across Chennai and Mumbai, treating them as one cohesive unit.
- Led initiatives to improve quality scores through thorough validation and regular quality reviews.
- Conducted weekly stand-ups to review performance trends and address key issues.
- Kept team attrition and shrinkage low through regular feedback sessions.
- Interviewed 100+ candidates for various healthcare projects at Accenture.
Overview
13
13
years of professional experience
3
3
Languages
Work History
Service Delivery Ops Senior Analyst
Accenture
10.2022 - Current
- Led the appeals and claim adjudication process, Applied the expertise to resolve disputes efficiently and uphold service standards and meeting the SLA across two sites
- Leading Accelerate Project team - Assisting on developing AI tools for automated claims processing to improve production efficiency and quality
Team Leader
Cognizant
06.2021 - 10.2022
- Led the Medical and Hospital Claim Adjudication team and Provider Dispute Queue, overseeing two critical projects simultaneously with a focus on end-to-end process management with 8 SLA metrics
Appeals and Grievance Specialist
WIPRO
11.2013 - 03.2021
- Managed complex appeals and grievances, ensuring compliance with policies and meeting the Inventory and Quality SLA with zero-star rating failures
Business Development Executive
ORBIX DESIGNS PVT. LTD
06.2012 - 08.2013
- Generated leads by spearheading initiatives that achieved monthly targets consistently.
Education
Bachelor Of Computer Applications - Computer Science
Mar Gregorious College
2012
Skills
Self-Confidence
Career Progress And Achievements
- 2015: Promoted to Quality Analyst.
- 2016: Received the Star of The Process-Domain Award for outstanding domain expertise and process management.
- 2017: Awarded the PRAGATHI Award for contributing innovative ideas that significantly improved quality processes.
- 2018: Promoted to Team Leader.
- Achieved 5-Star Rating, the highest performance level.
- 2019: Honored with the Best Team Leader-Domain Award for exceptional leadership and team management.
- Maintained 5-Star Rating for the second consecutive year.
- 2020-2021: Received multiple awards for consistent team performance excellence.
- 2022: Earned Client Appreciation for achieving zero failures in customer dispute resolutions.
- 2023: Received the Triple Crown of Excellence, including Stewardship, Best People, and Respect for Individual awards.
- Recognized as Best Lead for one month in FY23, and commended for exceptional performance throughout the fiscal year.
- Awarded the Accenture Incredible Performance Award for FY’23, and named best Lead for September.
- 2024: Recipient of the Encore Award Apr’24 for consistently creating 360-degree value.
- Recognized as Best Team Lead for March 2024.
- Awarded the Good Samaritan Award August 2024, for support provided to the Cigna team during the Cyclone.
- 2025: Promoted as Senior Leader for the Program Accelerate, focused on enhancing Operations Teams efficiency, speed, and quality with AI.
Tools Used
- AGILE
- AS400
- FACETS
- PROCLAIM
- NAVIGATOR
- PEGA
- SERVICENOW
- STARS
- OneView
- VIPR
- Corkboard
- IView
- EDI
- Microsoft Excel
- Cloud Excel
- Microsoft PowerPoint
- Microsoft PowerBI
Personal Information
Marital Status: Married
Career Summary
- 12.5 years of healthcare experience and seven years of documented team leadership expertise in quality assurance, training, and remote management of Gurgaon and Mumbai teams at Wipro and Accenture.
- Proven ability to streamline processes and drive continuous improvement, enhancing operational efficiency.
- Expertise in building and leading high-performing teams across multiple locations.
- Successfully reduced team attrition through effective feedback and development strategies.
- Implemented quality improvement initiatives, resulting in measurable increases in performance scores.
- Experienced in recruiting and onboarding large volumes of candidates for healthcare projects.
- Skilled in strategic planning and fostering collaborative team environments
Disclaimer
I affirm that the information furnished in this document is accurate and I understand that any discrepancy found in the details provided may lead to the disqualification of my application or termination of employment.
Timeline
Service Delivery Ops Senior Analyst
Accenture
10.2022 - Current
Team Leader
Cognizant
06.2021 - 10.2022
Appeals and Grievance Specialist
WIPRO
11.2013 - 03.2021
Business Development Executive
ORBIX DESIGNS PVT. LTD
06.2012 - 08.2013
Bachelor Of Computer Applications - Computer Science
Mar Gregorious College
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