Vinaykumar Heera

1. Strategic Planning:

- Develop and communicate the IT strategy in alignment with the overall business strategy.
- Identify emerging technology trends and assess their potential impact on the organization.
Define short-term and long-term goals for IT initiatives based on business needs and industry trends.

2. Business Alignment:

- Collaborate with executive leadership and department heads to understand their strategic objectives and requirements.
- Translate business goals into actionable technology initiatives that drive growth, efficiency, and innovation.
- Ensure that IT projects and investments are directly linked to business outcomes, P&L.

3. Technology Evaluation:

Evaluate new technologies, tools, and methodologies that can enhance the organization's IT capabilities.
- Conduct cost-benefit analyses and risk assessments to guide technology adoption decisions.

4. Roadmap Development:

- Create a comprehensive IT roadmap that outlines the sequence and timing of technology projects.
- Define key milestones, project timelines, and resource requirements for successful implementation.

5. Collaboration and Communication:

- Foster strong cross-functional partnerships with departments to ensure seamless execution of IT initiatives.
- Present IT strategies and progress reports to executive leadership and the board of directors.

6. Risk Management:

- Identify potential risks and challenges associated with IT initiatives and develop mitigation strategies.
- Ensure compliance with relevant regulations, standards, and security protocols.

7. Change Management: - Lead change management efforts to ensure smooth adoption.
Promote a culture of continuous improvement and innovation within the IT department.

8. Performance Monitoring:

- Define key performance indicators (KPIs) and metrics to measure the success and impact of IT initiatives.
- Regularly assess and report on the performance of IT projects against established goals.

- Ensure EBITDA and profitability goals are achieved..

Key Responsibilities:

• Account Management: Oversaw quality assurance for key accounts across the complete US healthcare claims lifecycle, ensuring adherence to service level agreements (SLAs) and operational standards.
• Team Leadership: Led and mentored quality teams across multiple locations (60% Chennai, 30% Manila, 10% Mumbai), fostering a culture of accountability and ownership among team members.
• Quality Assurance Training: Developed and implemented training programs on quality assurance fundamentals, enhancing team capabilities and ensuring consistent performance across all sites.
• Governance Framework Creation: Established a governance framework across all key healthcare accounts to ensure the right quality, audit, and training organizational structure, aligning headcount ratios with P&L while delivering consistent results and reporting through Weekly Business Reviews (WBR) and Monthly Business Reviews (MBR).
• Standardization & Governance: Established a robust governance structure and standardized processes to improve quality metrics and compliance across all teams.
• Risk Control Management: Managed critical risk controls and ensured compliance during internal and external audits, including ASOC and EY audits, to maintain operational integrity and compliance.
• Audit Oversight: Handled the audit team to closely monitor and implement policies and audits for HIPAA compliance, ensuring adherence to regulatory requirements.
• Process Improvement: Led initiatives for process improvement through innovation and digitalization, enhancing operational efficiency and effectiveness across teams.
• Audit Automation Projects: Directed audit automation projects to reduce processing efforts and ensure compliance with complex policies, streamlining audit workflows and enhancing accuracy.
• Escalation Management: Played a pivotal role in the core recovery team, effectively managing accounts in escalation due to SLA breaches, driving resolutions, and restoring service quality.
• Training & Development: Spearheaded training initiatives for the US healthcare function within Accenture services, aligning team competencies with organizational goals and industry best practices.
• Continuous Improvement: Championed continuous improvement initiatives, utilizing data-driven approaches to identify gaps and implement effective quality enhancement strategies.

Key Achievements:

• Successfully transitioned and set up new quality teams during contract onboarding, achieving all quality SLA metrics within established timelines.
• Enhanced team performance through tailored mentoring, resulting in a measurable increase in service quality and client satisfaction.
• Played a critical role in recovering multiple accounts from escalation, ensuring compliance with contractual obligations, and restoring client trust.

• Managed Transitions for the Business Process Services division of Tech Mahindra
• Co-ordinated with presales team for transition planning during the RFP stage.

• Accountable for handling large team for Telecom Customer Acquisition Operations.

Managing Key Account Operation with intraday and quality matrix while meeting P&L goals

Managed Telecom Account with Customer Acquisition & Quality Goals.

Managed US Broadband acccount as Team leader responsible for customer acquisition and quality goals.

Worked for AT&T wireless tech support team responsible for Activation, GSA change work request while managing to deliver Quality and Operational matrix.

Drive sales for various credit instruments through various channels to meet customer acquisition goals.