Yogesh Nikam
Assistant Manager, Back Office Operations
Mumbai,MH
Summary
Experienced operations leader with 14 years in back-office healthcare operations, excelling in client management, team leadership, and quality assurance. Demonstrated success in enhancing performance, leading diverse teams, and fostering strong client partnerships. Skilled in coaching, process optimization, and ensuring adherence to organizational and client standards.
Overview
14
14
years of professional experience
Work History
Assistant Operations Manager
Wipro BPO
12.2024 - 11.2025
- Led a team of 36 associates across 2 LOBs, ensuring stakeholder satisfaction.
- Motivated and inspired team members to surpass performance benchmarks.
- Directed quality initiatives with audits, RCA, and CAPA, driving compliance improvements.
- Coordinated leadership meetings and strategic planning for client management.
- Conducted regular direct client interactions to maintain and strengthen work relationships.
- Developed and presented client call presentations during meetings with clients or stakeholders and internal management.
- Facilitated leadership meetings bi-weekly / monthly with team leaders and managers to communicate updates and collaborate on client management strategies.
Operations Team Leader
Wipro BPO
02.2023 - 12.2024
- Managed 14 associates, monitoring performance, productivity, and quality benchmarks.
- Enhanced skills via coaching, training, and structured feedback sessions. Handled client escalations, optimized workload distribution, and ensured SLA compliance.
- Maintained MIS, attendance, and shrinkage reports, ensuring resource optimization.
- Optimized team performance, providing clear guidance and setting achievable goals.
- Enhanced team productivity through regular performance evaluations and targeted coaching sessions.
- Ensured adherence to quality standards through frequent audits, error reviews, root cause analysis (RCA), and corrective actions (CAPA) with support from SMEs and technical coaches.
- Led team to exceed quarterly goals through strategic planning and execution.
- Enhanced team efficiency by streamlining operational processes.
- Oversaw daily operations to ensure compliance with company standards.
Senior Associate and Auditor
Wipro BPO
12.2011 - 01.2023
- Processed and audited US healthcare claims, ensuring policy compliance.
- Reduced claim errors and financial penalties via audits and quality checks.
- Delivered training sessions and managed escalations, Client calls, supporting business continuity.
- Generated MIS and production reports for management review.
Education
Bachelor of Science - Chemistry
Mumbai University
Ulhasnagar, India 04.2001 -
Skills
Team Leadership & Coaching
Client Management
Client Satisfaction
Quality Assurance (Audits, RCA, CAPA)
Performance & Productivity Management
Escalation & Stakeholder Management
US Healthcare Insurance Operations
Excel & PowerPoint Presentation
Set Vision & Performance Management
Coaching & Training
Work Allocation & WFM Reporting
Quality Assurance & Customer Focus
Attendance Tracker & Leave Planner
Shrinkage & Attrition Management
Team Meetings & One-on-Ones
Accomplishments
- Certificate of Appreciation (Apr 2023 – Mar 2024): Recognized by stakeholders during client visit for consistent quality performance.
- Best Squad Award (Q3 2024): Honored by internal management for team excellence.
- Champions Award: Awarded for RCA excellence and surpassing KRAs with outstanding accuracy.
Timeline
Assistant Operations Manager
Wipro BPO
12.2024 - 11.2025
Operations Team Leader
Wipro BPO
02.2023 - 12.2024
Senior Associate and Auditor
Wipro BPO
12.2011 - 01.2023
Bachelor of Science - Chemistry
Mumbai University
04.2001 -