Vikash Oswal
Senior Service Manager
Noida
Summary
Proficient in the design, communication, and administration of Retirement Plans, encompassing Defined Benefits Qualified and Non-Qualified Plans. With over 11 years of experience in US Pension Reconciliation, US Pension Payrolls, US Taxation, and Pension Payroll reconciliation, have a diverse background in operations and training. Have accumulated over 5 years of expertise in Team Handling, facilitating Training Programs tailored to both Domain and Tools. Have Specialization in Defined Benefits and various DB Plans such as FAP, CAP, and Cash Balance. Have effectively manage Case & Project Work for teams, ensuring seamless collaboration with internal partners from Shared and Technology areas for ongoing delivery and change initiatives. Have prioritize maintaining strong client relationships to ensure customer satisfaction, while also meticulously creating, updating, and maintaining an inventory of functional client documentation. Have always focused on enhancing quality and efficiency, motivating and managing staff, and coordinating individualized training sessions based on organizational learning needs. Throughout career, have been involved at various levels in setting up processes and queues, leading successful transitions, and demonstrating expertise in DB manual Calculation. Excel at fostering excellent relations with both internal and external clients, providing value-added customer service while upholding quality and service norms. With exceptional leadership, communication, and interpersonal skills, coupled with a penchant for adopting modern concepts and technologies to achieve targets, have been recognized with several awards and accolades for consistent quality services and exemplary performance. Furthermore, provide invaluable support to the team by leveraging expert knowledge of applications, processing workflows, and systems to address requests and inquiries from clients, service delivery, change management, or applications teams. Additionally, possess extensive experience in designing and creating business reports tailored to meet user requirements.
Overview
15
15
years of professional experience
6
6
years of post-secondary education
2
2
Languages
Work History
Senior Service Manager
Wipro Digital Operations And Platforms
02.2022 - Current
- Hold responsibility for overseeing operational performance, training, and transitions for 11 designated client(s), ensuring adherence to contractual performance standards and operational benchmarks.
- Handle team of 8 members who are tasked with ensuring timely and high-quality delivery of ongoing work to both plan sponsors and plan participants.
- Hold accountability for managing operational performance to meet or exceed contractual standards and defined measures. Specifically, oversee Defined Benefit Administration for Large Market Clients, handling processes such as Pension Payroll, Retiree Death, Overpayments, NonQualified and Qualified Plans, Required Minimum Distribution (RMDs), and QDRO for clients with over 50,000 employees and retirees.
- Collaborating closely with clients, finalizes project requirements, liaising with technology teams, Client Managers, and Client Leaders to document plan provisions, administrative events, data interfaces, and delivery channels essential for successful project execution.
- Conduct Monthly Meetings with Client Leaders and Discuss overall performance of team, Proactive raising risk and sharing mitigation plan.
- Conduct weekly connects with team.
- Resolved customer complaints in professional and timely manner.
- Established performance goals for employees and provided feedback on methods for reaching those milestones
- Hired, trained and supervised team of service staff members to meet business goals
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training
- Coordinated with other departments to maintain streamlined and productive workflow
- Fostered an environment of continuous improvement by encouraging innovation from team members at all levels within the organization
- Managed a team of service professionals, fostering a positive work environment that encouraged collaboration and professional growth
- Optimized resource allocation by analyzing performance metrics and adjusting staffing levels accordingly
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement
- Established clear performance expectations for team members, resulting in higher productivity levels and better overall results
- Evaluated employee performance and conveyed constructive feedback to improve skills
- Proven ability to learn quickly and adapt to new situations
- Resolved problems, improved operations and provided exceptional service
- Worked flexible hours across night, weekend, and holiday shifts
Benefits Operation Manager
Wipro Digital Operations and Platforms
09.2018 - 02.2022
- As Benefits Operations Manager (BOM) was accountable for managing operational performance for 3 designated client(s), ensuring adherence to contractual standards and defined operational metrics. Key responsibilities include timely and quality delivery of ongoing work to plan sponsors and participants, as well as identifying process enhancements, creating processing guides, and providing guidance and training to Benefits Analysts (BAs).
- Oversee escalation handling and documentation, conducts Daily Huddles for accurate status updates and timely issue identification with suggested solutions, monitors associates' performance for efficiency and effectiveness, and conducts monthly one-on-one performance discussions.
- Reporting system defects through appropriate channels and collaborate with stakeholders to minimize participant risk.
- Reinforces adherence to organizational policies and guidelines, collaborates closely with clients, technology, and operations teams for successful project outcomes, and leads process improvement initiatives to enhance operational efficiencies year over year.
- Develop and deliver client-specific operational training, monitor adherence to standard procedures, and conduct assessments for new hires, providing feedback based on performance during assessments and training participation.
- Supported the integration of new employees into benefit programs through effective onboarding and orientation strategies
- Assessed client requirements and developed targeted benefits solutions
- Educated new hires about different benefit plans
India Delivery Analyst
Alight Solutions, AON Hewitt
10.2015 - 09.2018
- Assists Senior Management with making key decisions by developing and submitting performance and compensation reports with status updates and improvement recommendations for teammates.
- Core responsibilities include payroll processing, reconciliation with Trust, conducting audits through manual calculations, and addressing participants' inquiries regarding pension plans.
- Conducting retirement calculations and ensuring accurate distribution of paperwork to participants.
- Performing death calculations and providing appropriate benefits to surviving beneficiaries.
- Calculating Annual Pension figures and notifying participants accordingly.
- Handling Required Minimum Distribution (RMD) calculations for participants reaching age 70.5 and facilitating payment setup.
- Conducting ad-hoc estimations of pension benefits and communicating findings to participants.
- Managing Defined Benefits Subpoena requests, responding promptly with proper documentation and benefit calculations.
- Conducting Non-Qualified (409A) Benefit calculations as required.
- Engaging in Defined Benefit calculations and generating various reports such as Business Measures Report, Billing Attestation Reports, Client Scorecards, and Cognos reports.
- Utilizing SQL to create queries and conduct data cleaning procedures.
- Developing intricate calculation spreadsheets to address complex scenarios.
- Led comprehensive client-specific training sessions for new hires within client's organization.
- Act as Subject Matter Expert (SME) for Pension Payroll Processing and Reconciliation.
- Compile and report performance metrics accurately.
- Collaborate with Ongoing Client Processing and Shared Services team to ensure seamless operations.
- Identify and escalate system issues and error trends impacting large population due to system setup, collaborating with technology team to devise solutions and enhancements.
- Led regular team meetings focused on reviewing performance metrics, discussing challenges, and developing action plans for continuous improvement
- Collaborated with team members to create efficient schedules that minimized downtime and maximized productivity
- Assisted in training of new employees on company procedures, software applications, and delivery protocols
Benefits Operations Administrator
Aon Hewitt
10.2012 - 09.2015
- Calculates and transfer the DB Benefits (Pension Benefits) to beneficiary if participant dies
- Work on Client Transitions like taking inputs from clients about their requirements and create SOPs and work with Tech team to implement these Client Requirements into the system and do the testing before migrating it to production
- Provide trainings to new hires on Pension Payrolls, create assessments for them
- Calculates and divides DB Benefits (Pension Benefits) if QDRO (Divorce) takes place
- Managing DB Pension Payrolls for client
- Provide enrolment kit to eligible participants to enroll them in DB Benefits (Pension Benefits)
- Work on 1099R form, W2 Form and W8 Ben form
- Responsible for all plan processing on periodic and daily valuation clients
- Work on DB Benefit Calculations, Work on Different Reports like Business Measures Report to Client, Billing Attestation Reports, Client Score Card, Cognos reports
- Very good hand in DB Manual Calculation like QPSA, Early Retirement Factors, very good knowledge about different formulas like FAP, CAP, Dollar Time Service and few others, I also run the Required Minimum Distribution (RMD) from Beginning to end, Single point of contact for any sort of Calculation Dispute
- Support daily operations and point of contact for multiple DB clients
- Handle end to end process with co-ordination to the trust side in order to complete the payrolls.
Senior Advisor
Hcl Bserv
10.2009 - 10.2012
- Worked within the Order Provision team at BT (British Telecoms) Back Office (BTBO), utilizing CSS software.
- Processed orders for BT Telephone lines, Broadband, and switches upon request from sales agents.
- Addressed sales agents' queries and provided support as needed. Implemented business plans for customers using Adder.
- Was working as Team Coach, offering process training to new advisors.
- Conducted quality checks for team members and analyzed team performance.
- Managed chairman's escalations and performed RFT and OFR analysis for campaigns.
- Provided frequent feedback and updates to the team to enhance performance.
- Conducted Root Cause Analysis (RCA) of orders placed by sales agents, taking proactive measures to ensure timely delivery to customers, thereby facilitating lead conversion to billing.
Education
Post Graduate Diploma in General Management - Strategic Management
IIM Kolkata
Noida 10.2010 - 07.2012
Bachelor of Computer Application (BCA) - Computer And Information Sciences
Indraprastha Engineering College
Ghaziabad, India 08.2004 - 08.2007
High School Diploma -
Shree Ayyappa Public School
Bokaro Steel City, India 04.2003 - 07.2004
Skills
QDRO
undefinedPersonal Information
- Date of Birth: 09/25/84
- Marital Status: Married
Timeline
Senior Service Manager
Wipro Digital Operations And Platforms
02.2022 - Current
Benefits Operation Manager
Wipro Digital Operations and Platforms
09.2018 - 02.2022
India Delivery Analyst
Alight Solutions, AON Hewitt
10.2015 - 09.2018
Benefits Operations Administrator
Aon Hewitt
10.2012 - 09.2015
Post Graduate Diploma in General Management - Strategic Management
IIM Kolkata
10.2010 - 07.2012
Senior Advisor
Hcl Bserv
10.2009 - 10.2012
Bachelor of Computer Application (BCA) - Computer And Information Sciences
Indraprastha Engineering College
08.2004 - 08.2007
High School Diploma -
Shree Ayyappa Public School
04.2003 - 07.2004
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