Yash Mundra

• Joined EXL back in 2017 in a new migration project of Disability Insurance
• Traveled to Portland,USA for 11 weeks for knowledge transfer and migration of complex process - -Financial consulting service (end to end migration)
• Trained new batch of 20 associates on Disability benefits claim calculation, this included studying the contract on group medical policy and calculation of pre-disability earnings by performing extensive research on US payroll and financial documents of individuals
• Promoted to Assistant manager og FCT team on 1st Oct'2019 managing a team of 20 associates including 3 SME's reporting to me
• 1st July'2023 - Promoted as Lead assistant Manager with a span of 30 team members including 1 assistant manager and 6 SME's
• Further increased the business by providing high quality work to onshore partners

Job Responsibility:

• Daily work allocation and driving team to achieve targets
• Managing shrinkage , MEI, SLA and KPI of team as per contract
• Motivation and carrier planning of team members
• Making sure compliance is processed
• Employee hiring and exit management
• Monthly and annual performance evaluation and performance payouts calculation
• Client communication - Constantly connecting with clients for reporting on daily, weekly, monthly calls. Understanding VOC and make required improvement in process
• Creating QBR planning decks and way forward vision to be shared with onshore partner
• Certified on benefit calculations for disability insurance- STD and LTD

• Property broker with business partners Bholenath Property broker, Indore
• Opened retail outlet of clothing - URVI -House of designer saree and small scale production of clothing
• Partnered with Sharabh diagnostic centre and operated blood sample collection lab

I have worked in different processes while working with EXL for a span of 8 years, below are the details of each process and role I acquired:

1) Process - MI Bulk Internals - Citrix ( Life Insurance ), Role- SME

• Worked as SME for 2 years for coding payment system manually, when computer hits an error
• Got cross trained on Manual Intervention Tax calculation process
• This was a pilot project and migration done from online conference method
• Identified as critical resource for process .
• Training and mentoring new hires
• Traveled to Pennsylvania, USA as part of Exchange program in the year 2008. Appreciated by client in QBR

2) Process - Annuities Disbursement Role - Quality control analyst

• Processing disbursement of checks to clients by checking good order and SOP
• Performing audits on processed transactions and making sure the teams quality is maintained
• Performing RCA's and creating action plan for quality improvement

3) Process - Life New Business Role- SME

• Traveled to Pennsylvania, USA for 6 weeks to migrate process
• Successful migration of new business life insurance by training nd mentoring pilot batch

4) Process - Contract Maintenance Annuities Role - Quality leader

• Updating and correcting individual policies by following SOP. Correcting beneficiaries, owners address and other information
• Appointed s quality leader of team. Performing audits , RCA, action plan to maintain and improve quality of team.

*Resigned form EXL in Aug'2013

• Worked on GE-SBI credit cards program
• Handling calls on credit card services and complaints, Elite calls
• Recognized with Sell to win certificate

• Worked as a trainee customer care representative
• Handling customer queries in billing department
• Recognized as Best quality award for voice process