Upender Chopra
Delhi
Summary
Results-oriented professional with extensive expertise in People and Operations Management. Proven ability to drive organizational success through strategic planning, project management, and continuous process improvement. Skilled in leading cross-functional teams to achieve objectives and foster a positive workplace culture.
Overview
21
21
years of professional experience
Work History
Sr. Service Manager
Wipro India Pvt. Ltd
Delhi
11.2022 - 03.2024
- Led Benefits Health Management Administration
- Managed Client & Stakeholder Relationships
- Implemented Process Improvements
- Ensured Operations Excellence
- Developed and implemented service delivery strategies to improve customer satisfaction levels.
- Provided management and technical guidance to staff members in the service department.
- Coordinated with other departments to ensure smooth functioning of service operations.
- Ensured compliance with applicable laws, regulations, policies and procedures related to services provided.
- Conducted regular performance reviews for employees in the service department and identified areas for improvement.
- Identified opportunities for process improvements and enhanced efficiency of services provided.
- Monitored customer feedback on services received and took corrective actions as needed.
- Resolved escalated customer complaints promptly and efficiently.
- Analyzed data from various sources to identify trends in customer behavior, preferences and needs.
- Developed business plans for new initiatives aimed at improving quality of services offered by the organization.
- Maintained relationships with external vendors providing support services such as maintenance, repair.
- Managed inventory of spare parts required for service operations in an efficient manner.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
Team Manager
Lifeworks (Formerly Morneau Shepell)
Delhi
04.2020 - 11.2022
- Administered Benefits Health Management
- Facilitated Client & Stakeholder Engagement
- Developed and implemented team-building strategies to promote collaboration and cohesion.
- Identified training needs, created a comprehensive onboarding program and conducted orientation sessions for new hires.
- Monitored team performance, tracked progress towards goals, identified areas of improvement and provided feedback to employees.
- Ensured adherence to company policies, procedures, regulations and laws while maintaining an ethical workplace culture.
- Resolved conflicts between team members in a timely manner to maintain harmony within the team.
- Conducted regular meetings with staff to discuss progress on projects, provide updates on changes in policy or procedure, and address any issues that need to be addressed.
- Provided guidance, coaching and mentoring to individual team members as needed to help them reach their full potential.
- Managed daily operations of the team including scheduling shifts, assigning tasks, tracking attendance and approving time off requests.
Team Manager
Mercer India Pvt. Ltd
Delhi
04.2009 - 03.2020
- Oversaw Benefits Health Management
- Managed Client & Stakeholder Interactions
- Delivered Operations Excellence
- Developed and implemented team-building strategies to promote collaboration and cohesion.
- Identified training needs, created a comprehensive onboarding program and conducted orientation sessions for new hires.
- Monitored team performance, tracked progress towards goals, identified areas of improvement and provided feedback to employees.
- Created a positive work environment by setting clear expectations and providing resources necessary for success.
- Provided guidance, coaching and mentoring to individual team members as needed to help them reach their full potential.
Sr. Analyst
Patni Computers Ltd
Delhi
03.2008 - 03.2009
- Executed Benefits Health Management
- Coordinated Client & Stakeholder Communications
- Performed ad-hoc analyses using SQL queries to extract relevant information from large datasets.
- Led meetings with stakeholders to discuss objectives, strategies, timelines, budgets.
- Developed, implemented, and monitored process control metrics to ensure compliance with operational standards.
- Identified opportunities for automation within operational workflows.
Business Analyst
Fiserv India Pvt Ltd
Delhi
04.2007 - 03.2008
- Handled Mortgage Process Management
- Conducted Stakeholder Communications
- Analyzed customer data to determine trends in purchasing behavior.
- Performed cost-benefit analysis of proposed changes to business processes.
- Created detailed process flows and user stories to document system requirements and design solutions.
- Prepared documentation summarizing findings from stakeholder meetings and workshops.
Academic Tutor
Talent Institute
Delhi
04.2003 - 03.2007
- Assisted students in developing academic skills such as time management and organization of materials.
- Provided guidance to students on how to approach problem solving strategies.
- Conducted individual and group tutoring sessions for students from diverse backgrounds.
- Developed lesson plans, activities, and assignments to help reinforce concepts taught in class.
- Evaluated student progress through tests, quizzes, and other assessments.
- Encouraged critical thinking skills by guiding students in analyzing information and drawing conclusions based on their findings.
Education
Bachelor's Degree - Arts
University of Delhi
Delhi University03-2003
High School Diploma -
D.A.V (CBSE Board)
Gandhi Nagar04-2000
Matriculation -
S.B.V (CBSE Board)
Metrics04-1998
Skills
- Strategic Planning
- Process Improvement
- Team Leadership
- Project Management
- Problem Solving
- Decision-Making
- Budgeting and Cost Control
- Communication Skills
- Vendor Management
- Quality Assurance
- Risk Management
- Adaptability
- Regulatory Compliance
- Dashboard
- Reporting
- Relationship Building
Awards & Recognition
- Gems of Excellence
- Maestro
- Start of the Month
- Rising Star
Accomplishments
- Built sustainable systems for US healthcare benefits administration
- Expert in Vendor & Stakeholder management, Requirements creation, and Quality measures
- Proficient in Process, People, Client, and Operations management
Tools and Applications
- MS Excel–Advanced
- Tableau
- SQL Query (basics)
- Benefits Administration Tools (Workday, Harmony, Maestro, etc.)
Timeline
Sr. Service Manager
Wipro India Pvt. Ltd
11.2022 - 03.2024
Team Manager
Lifeworks (Formerly Morneau Shepell)
04.2020 - 11.2022
Team Manager
Mercer India Pvt. Ltd
04.2009 - 03.2020
Sr. Analyst
Patni Computers Ltd
03.2008 - 03.2009
Business Analyst
Fiserv India Pvt Ltd
04.2007 - 03.2008
Academic Tutor
Talent Institute
04.2003 - 03.2007
Bachelor's Degree - Arts
University of Delhi
High School Diploma -
D.A.V (CBSE Board)
Matriculation -
S.B.V (CBSE Board)
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