Geo George

Experience

• 

  Wipro

  Aug 2003 - Sept 2009

  PROJECT MANAGEMENT: • Setting up the entire process at a new site (Kolkata) single-handedly (hiring, training and operations set up) from seed to BAU• Initiating applications like "Spectrum" for effective update sharing and "online assessment tool" for regular process knowledge check amongst processors• Successful completion of two Lean projects for production improvement• Successful Six Sigma Project on Production and efficiency improvement• Successful completion of two Lean projects for production improvementQUALITY MANAGEMENT: • Enhancing satisfaction level of external customers by ensuring that SLA’s are met & undertaking value added services• Increasing & enhancing the overall performance of the processes so as to achieve the SLA’s, maximum utilization of the available resources & motivating team members to ensure high team morale & job satisfactionTRANSITION MANAGEMENT: • Identifying new business opportunities from existing customers and providing innovative solutions• Successfully identifying and transitioning 2 new queues from onshore to offshore from seed to BAU• Setting up the entire process at a new site (Kolkata) single-handedly (hiring, training and operations set up)• Acting as a single & primary point of contact, negotiating SLA’s & identifying the KPI’s with clients to set fair targets with phased rolloutOPERATIONS:• Shift Manager handling entire shift of over 150 FTEs (Full time employee)• Coordinating the training and hiring to ensure delivery of the same at requirement• Inventory handling and staff management to meet Critical performance metricsCLIENT SERVICING:• Primary client contact for all queries and complaints• Attending client calls on inventory management, work allocation, capacity planning, SLA and TATRISK MANAGEMENT:• Contingency planning for processes in line with Disaster Recovery Plan.• Auditing the process for compliance for Standardization, ISO 9001 Standard, HIPAA adherence Show less OPERATIONS:• Handling a Team of average 15 members maintaining proper team CPM data, identifying Training needs, grooming the Low performers & delivering Timely Feedbacks.• Handling 7 different queues ensuring meeting TAT and staffing in each queues by effective resource balancing. • Addressing Team on various support function issues & coordinating with the support staff to ensure smooth process functioning.• Working with clients and higher management to meet TAT and CPMs for the queue.• Working as ‘Process Risk Champion’; responsibilities include ensuring compliance in the process and handling all compliance audits.• Formulated and headed the fun and Rewards and Recognition committee.• Ensured smooth ISO certification of the process• Headed the MIS team for the process responsible for all reports and documents. Show less

  • Group Leader/ Assistant Manager

    Jan 2007 - Sept 2009

  • Team Leader

    Jun 2005 - Dec 2006

  • Associate

    Aug 2003 - Jun 2005
• 

  Serco

  Jun 2010 - Dec 2011

  Team Manager

  PROJECT MANAGEMENT: • Project to improve claims processed per hour• Project to increase patient collections • Project to improve revenue generation on denied claims (claim denial processing)• Project to reduce Headcount to optimize per FTE costQUALITY MANAGEMENT: • Effective execution of transaction monitoring• Conducting Calibration and GRR• Handling Quality disputes and Escalations • Monitoring and Controlling existing projects/processes/operationsTRANSITION MANAGEMENT: • Off shore transitioning of Medicaid payors for claims denial processing • Setting up the Healthcare center of excellence for potential clientsRISK MANAGEMENT:• Risk Assessment to understand different risks and chalk out risk mitigation plan • Contingency planning for processes in line with Disaster Recovery Plan.Auditing the process for compliance for Standardization, HIPAA adherenceOPERATIONS:• Inventory handling and staff management to meet Critical performance metrics• Managing two billing centers with 7 supervisors and a span of over 100 FTEsCLIENT SERVICING:• Primary client contact for all queries and complaints• Working with clients and higher management to meet SLAs and CPMs for the site/process• Attending client calls on inventory management, work allocation, capacity planning, SLA and TAT Show less

• 

  Tech Mahindra Business Services

  Dec 2011 - Nov 2013

  Assistant Manager - Customer Excellence

  PROJECT MANAGEMENT: • Leading projects to consistently successful completion to meet organizations strategic objectives• Project to reduce repeat call to center thereby improving Customer Satisfaction (NPS) scores for the center and improving Service Levels for department• Project to reduce fault related complaints to Industry Ombudsman • Project to reduce/ mitigate impact of unplanned outages• Project to reduce Headcount to optimize per FTE costQUALITY MANAGEMENT: • Planning and devising Loop Back Fixes, and Identifying and executing improvement projects• Monitoring and Controlling existing projects/processes/operationsTRANSITION MANAGEMENT: • Migration of customers/accounts from one brand to another after takeover• Merger of Operations (resources/tools/etc) of multiple brands under one entityCLIENT SERVICING:• Primary client contact for all queries and complaints• Working with clients and higher management to meet SLAs and CPMs for the site/process• Represent the organization in client conference calls for process improvementOPERATIONS:• Heading a team of supervisors handling second and third level escalations• Ensuring CPMs and KPIs for the escalation desk are achieved• Supporting 150 FTE frontline operations with briefings and updates• Performance Management and career guidance for all reportees Show less

• 

  SterlingBackcheck

  Nov 2013 - Jan 2016

  Project Manager

  • Leading program for upgrading clients from various platform to one global platform• Setting, leading and managing project management office• Managing and working with project team members and coordination with various other functions, vendors and clients across geographies for successful completion of assigned projects• Successfully completed project to add a new product to upgraded clients and realize revenue of $60,000 (over $300,000 achieved)• Working with Client Facing teams to identify client requirements, and fulfilling them with upgrade without impacting their smooth functioning of existing requirements• Working with clients to understand any additional requirements and addressing concerns and look for additional opportunities that can be fulfilled though the new tool• Managing a team of process setup experts Show less

• 

  Capgemini

  Apr 2016 - May 2019

  Project Manager

  • PMO-as-a-Service offering for APACo Instrumental in setting up PMO-as-a-Service offering for APACo Building and improving the PMO capabilities for our PMO-as-a-Service offeringo Setting up standards and controls for projects/programs from initiating to closingo Part of the core group working on new opportunities and “Go to Market” for PMO-as-a-Service o Showcasing PMO and RPA capabilities to prospective clientso Managing a team of Project Managers and Project Coordinators handling individual projectso Involved in hiring and, training and development of the entire PMO team• Managing end-to-end Competitiveness program o Regular review of RAID logs, project plans and other documentation o Tracking Projects for engagements under various GEM® Leverso Working with business leaders in strategic planning for Competitiveness programo Closely working with clients and stakeholders through steering committee and governance meetings• Developing new tool for project tracking for Business Services• Setting up integrated platform for all client Reporting• Vendor Management for RPA licenses with multiple vendors• Led the effort in our selection for Golden Peacock Business Excellence Award (GPBEA) Show less

• 

  EY

  Jun 2019 - now

  I work for Global Center for Board Matters (GCBM) working closely on Operations and PMO, with focus on project support for GCBM Initiatives and Thought Leadership Research.I am also the GTM Enablers Leader for Operations Management Center of Excellence (CoE). This CoE, setup as part of the GDS MBAL Transformation program, is responsible for bringing operational excellence, accuracy and efficiency to teams around the world; focusing on implementation of methods, tools and platforms which will systematically enhance EY's operational management activities. Show less

  • Associate Director

    Oct 2022 - now

  • Assistant Director

    Jun 2019 - Oct 2022