Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

VAIBHAV PADOL

Manager - Operations & Customer Service
Pune

Summary

Results-driven Operations & Business Analyst with expertise in Claims Management, Customer Service, and Process Automation. Skilled in Salesforce CRM, UAT/PVT testing, and stakeholder management, with a proven track record of leading large teams (70+), streamlining workflows, and delivering automation-driven efficiency gains. Recognized for driving process improvements, digital transformation, and KPI-based performance management that enhance productivity, customer experience, and compliance.

Overview

5
5
years of professional experience

Work History

Manager

Bajaj Finserv Health
01.2021 - Current
  • Directed Claims, Customer Service & Operations functions, handling 1 Lac+ OPD claims monthly while ensuring SLA compliance and >98% accuracy.
  • Managed a 70-member team, driving a 70% improvement in productivity through effective training, workload allocation, and performance management.
  • Partnered with IT and stakeholders to deliver process automation initiatives (Straight through Processing, agent co-pilot, AI chatbot, GenAI calling for Deficient claims), cutting claim processing time by 50% and reducing per-claim cost by 30%.
  • Authored BRDs and User Stories in Salesforce CRM, enabling Straight-Through Processing and reducing manual interventions by 30%.
  • Oversaw UAT & Production Testing, ensuring 100% test coverage, reducing post-Go-Live issues by 40%, and driving smooth project rollouts.
  • Designed and maintained real-time MIS dashboards & reports, accelerating stakeholder decision-making and ensuring transparent tracking of claim operations.
  • Ensured zero critical audit gaps by proactively managing incidents, defect reporting, RCA analysis, and audit compliance closures
  • Tools & Technologies: Salesforce CRM, MIS Reporting, Cognitive Automation, AI/GenAI Solutions, UAT/Prod Testing Frameworks

Education

Master of Business Administration -

Balaji Institute of Modern Management
06-2021

Bachelor of Engineering -

Smt. Kashibai College of Engineering
05-2018

Skills

  • Process & Operations Management: Claims Processing, Customer Service, SLA Adherence, Audit & Compliance
  • Business Analysis & Projects: BRDs, User Stories, Stakeholder Management, UAT & Production Testing
  • Automation & Transformation: Straight-through Processing (STP), Cognitive Automation, AI/GenAI Solutions, Chatbots, Agent Co-pilot, OPD Claim Filing via App
  • Data & Reporting: MIS Reporting, Dashboard Creation, KPI Tracking, Data Analysis
  • CRM Software: Salesforce (Hands-on Experience)
  • Leadership: Team Management (70), Training & Development, Performance Optimization, Cross-functional Collaboration

Accomplishments

  • True Gem Award – Recognized in the Yearly Oscars Awards for outstanding contribution and dedication.
  • Sharp Shark Award – Honored for driving automation initiatives that significantly reduced claim processing costs.
  • Hero of the Month – Awarded for improving team productivity while maintaining >98% quality in reimbursement claim processing.
  • Limelight Recognition – Acknowledged for extensively improving claims handling processes and enhancing operational efficiency.

Timeline

Manager

Bajaj Finserv Health
01.2021 - Current

Master of Business Administration -

Balaji Institute of Modern Management

Bachelor of Engineering -

Smt. Kashibai College of Engineering

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VAIBHAV PADOLManager - Operations & Customer Service