Swapnil Rames Isawe
Dombivli
Summary
Service-oriented Assistant Manager with demonstrated leadership abilities strategic planning expertise and problem-solving skills. Assists senior managers with accomplishing demanding targets by encouraging team and coordinating resources to meet operational demands.
Experienced in managing teams of up to 20 full-time employees, overseeing processes related to Title Change and Contract Change while ensuring adherence to service level agreements and turnaround times. Responsibilities included task assignment, inventory management, and the preparation of performance metrics reports for senior management. Developed strong relationships with team members to facilitate swift issue resolution and maintain operational flow, while also collaborating with transition teams for effective project handovers. Demonstrated a commitment to continuous improvement by evaluating business applications to enhance efficiency and address emerging challenges.
Overview
15
15
years of professional experience
Work History
Assistant Manager
EXL Service
Pune
01.2024 - Current
- Managed a team of 20 FTEs, overseeing the end-to-end process for Title Change and Contract change.
- Ensured SLA and TAT are met. Assigning tasks and managing inventories.
- Prepared and presented weekly decks covering process SLA, timeliness, and operational concerns.
- Delivered monthly governance reports for client calls, providing insights on progress and issues.
- Strong and open relationships with team members to resolve issues swiftly and maintain operational flow.
- Reported daily, weekly, and monthly performance metrics to senior management, ensuring alignment with objectives.
- Collaborated with the transition team to ensure seamless handover and knowledge transfer of the project.
- Continuously evaluated and enhanced business applications to improve efficiency and address new challenges.
- Managed team leave requests and absences, ensuring uninterrupted operations by arranging adequate coverage.
Team Leader
Sagility- Formerly Hinduja Global Solution ltd
Vashi
12.2020 - 07.2023
- Working with the Member Correspondence unit with the team size of 13.
- Work for claim adjudication handle claims for member side (AP).
- Ensuring that team works towards goal of 'Zero Error.'
- Responsible for meeting targets, Quality and Efficiency in the team.
- Maintained workflow and allocation of Agreements.
- Conducting MBR meetings with the clients.
- Managing teams' incentive calculations on monthly basis and sharing with the management team for the final incentive payouts.
- Setting and monitoring employee objectives, coaching employees based on performance and quality analyses.
Team Leader
Cognizant Technology Solution India Private Limited
07.2022 - 06.2023
- Managing team of 15 FTEs' for Member Enrollment process.
- Delivering within SLA & maintaining workflow by assigning & managing inventories.
- Trained and helped less experienced staff, manage work load and assignment, facilitating fulfillment of organizational objectives.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Provided functional guidance, training & assistance to the team.
- Maintaining weekly issue /pending/ close tracker after client call.
- Generated strategic weekly Key Performance Indicator (KPI) targets, motivating and incentive's staff to continually achieve and exceed expectation.
- Handling escalations within 48 hours to enhance customer/client satisfaction.
Senior Process Associate
Sagility- Formerly Hinduja Global Solution ltd
Vashi
01.2019 - 12.2020
- Inventory management, Capacity planning.
- Generating reports and discussing with Team leads & managers on daily & weekly basis.
- Collating all queries related to claims and quality error report from all team members and sending it to client for resolutions and discussing it with team once we received resolutions.
- Preparing daily reports and publishing the same to management.
- Updating client about team performance.
Senior Process Associate Provider Function Team
Sagility- Formerly Hinduja Global Solution ltd
Vashi
02.2013 - 02.2016
- SGH (Sub Group Head) - Managed a team to meet and achieve goals.
- Work for claim adjudication handle claims for provider side (Account payable).
- Timely handling claims before it is day aged.
- Reworked any claims which came for correction.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Helping TL and process manager as and when required.
- Tracking complains and daily assigned work to staff.
CPE (Claim Processing Executive CRP Claim Reconsideration Process)
Sagility- Formerly Hinduja Global Solution ltd
Vashi
01.2011 - 02.2016
- Processing claims, focus on quality.
- Mentored the team for achieving the goals.
- Help team to understand the process and solve their queries.
Education
Bachelor in Commerce -
K.V.Pendharkar College
Dombivli, IndiaHigher Secondary - Commerce
MCC
Mulund, Maharashtra, IndiaSecondary School -
Vidya Niketan School
Maharashtra, IndiaSkills
- Approachable and open to new ideas
- Project management
- Strong decision maker
- Problem solver
- Innovative
- Service-focused
- Proven ability to meet the requirements of the process and multi-task under tight deadlines
- Ability to work as part of a team in an environment that demands excellence, time & energy
- Employee Evaluation
- Knowledgeable in Microsoft Office [Word, PowerPoint, Excel]
- Team management
- SLA adherence
- Performance metrics
- Client reporting
Accomplishments
- Best AM award for Q4'2024 Q1'2025
- Best AM award for the month of August 2024/ Feb 2025
- Documented and resolved process issues which led to complete client's requirement on agreed timelines. Appreciation received for the same from senior management.
- Received Star performer award April to June 20212 & Oct 2012.
- Rewarded with spot award for best performance for 100% quality Production for 11 months.
- RNR received for Best Performance for month of Feb to May 2013.
Personal Information
Date of Birth: 05/12/85
Languages
- Hindi
- Marathi
- English
- Hindi
- Marathi
Languages
Marathi, Hindi
First Language
Timeline
Assistant Manager
EXL Service
01.2024 - Current
Team Leader
Cognizant Technology Solution India Private Limited
07.2022 - 06.2023
Team Leader
Sagility- Formerly Hinduja Global Solution ltd
12.2020 - 07.2023
Senior Process Associate
Sagility- Formerly Hinduja Global Solution ltd
01.2019 - 12.2020
Senior Process Associate Provider Function Team
Sagility- Formerly Hinduja Global Solution ltd
02.2013 - 02.2016
CPE (Claim Processing Executive CRP Claim Reconsideration Process)
Sagility- Formerly Hinduja Global Solution ltd
01.2011 - 02.2016
Bachelor in Commerce -
K.V.Pendharkar College
Higher Secondary - Commerce
MCC
Secondary School -
Vidya Niketan School