Bodh Sagar

Experience

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  IBM Daksh

  Dec 2007 - Jan 2014

  Process Lead - Trainer

  Roles & Responsibilities:• Managed a team of 20 associates responsible for service delivery in US healthcare claim adjudication and (RCM) revenue cycle management and ensured all SLAs were met while exceeding customer expectations.• Responsible for processing various transactions and LOBs, including inpatient/outpatient claims, Medicare, Medicaid, and other insurance claims, as well as managing high complexity claims such as overpayments, underpayments, and denials.• Supporting team as a SME (Subject matter expert) and handling team’s process queries and challenges while providing the claims. Also, successfully trained multiple batches of new hires.• Ensuring compliance with HIPAA (Health Insurance Portability and Accountability Act) and PHI (Protected Health Information) guidelines while handling claims involves implementing strict protocols to safeguard sensitive patient information throughout the claims process. Show less

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  EXL

  Jan 2014 - Jun 2015

  Assistant Manager

  Roles & Responsibilities:• Managed three processes with varying complexity levels, overseeing a team of 35 associates to ensure productivity, quality of delivery, and client turnaround times (TAT).• Helping new hires in becoming productive quickly on the floor, Identifying training needs and organized training sessions for the team and new hires.• Conducting one-on-one meetings to identify strengths and areas for improvement, aligning team members with management expectations.• Engaging in daily client interactions via call, email, and chat, Handling escalations from customers, employees, and internal partners.• Ensure all team members understand their goals and their alignment with the organization’s policies and client SLAs.• Motivating team members, anticipate staffing needs, acquire talent for the future, and manage attrition.Key Achievements: • Successfully led a transition project in 2015: Led a critical transition project in 2015. I traveled to the USA for five weeks in March 2015 to facilitate the transition. I successfully completed the transition of the Individual Life Insurance New Business process for 6 FTEs within the Life and Annuities domain. Throughout this project, I received comprehensive end-to-end process training and effectively completed the due diligence process. Show less

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  NTT DATA GLOBAL DELIVERY SERVICES PRIVATE LIMITED

  Jun 2015 - Feb 2019

  Team Manager

  Role & Responsibilities:In this role, I oversee and lead service delivery by managing cross-functional teams of 57 professionals across New Business and Post-Issue Policy operations. I expertly align diverse team efforts with strategic objectives to consistently achieve key performance indicators (KPIs). Moreover, I held a pivotal role for reporting, governance, and comprehensive operational business management, with a strong emphasis on meeting the needs of esteemed US clients in the Life and Annuity insurance sector. Committed to driving operational excellence, I foster collaboration to enhance (SLAs) service delivery and optimize performance.Key Achievements:• Application Transition Project (2019): I led a critical application transition project that integrated our existing interface with a new platform while ensuring uninterrupted daily operations. By implementing a phased rollout plan and focusing on stakeholder engagement, we successfully enhanced application performance and Client satisfaction. For my leadership in this initiative, I received the CEO Excellence Award for Best Customer Champion, highlighting my commitment to excellence and collaboration in achieving successful outcomes. • Successful Cross-Functional Management: I effectively led and nurtured collaboration among essential functions within Life & Annuity new business and post-issue operations, significantly enhancing operational excellence.• Returned Mail Automation Project: I played a key role in the Returned Mail Automation project, which resulted in significant savings of 5 FTEs per month. This initiative led to an impressive reduction in turnaround time (TAT) from 5 days to just 1 day and improved performance scores for critical jobs from 93% to 100%. Additionally, the project enhanced the overall completion rate, driving greater efficiency throughout our operations. Show less

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  SE2 India

  Mar 2019 - Dec 2021

  Team Manager Operations

  Role & Responsibilities:In this role, I oversee and lead service delivery by managing cross-functional teams of 57 professionals across New Business and Post-Issue Policy operations. I expertly align diverse team efforts with strategic objectives to consistently achieve key performance indicators (KPIs). Moreover, I held a pivotal role for reporting, governance, and comprehensive operational business management, with a strong emphasis on meeting the needs of esteemed US clients in the Life and Annuity insurance sector. Committed to driving operational excellence, I foster collaboration to enhance (SLAs) service delivery and optimize performance.Key Achievements:• Application Transition Project (2019): I led a critical application transition project that integrated our existing interface with a new platform while ensuring uninterrupted daily operations. By implementing a phased rollout plan and focusing on stakeholder engagement, we successfully enhanced application performance and Client satisfaction. For my leadership in this initiative, I received the CEO Excellence Award for Best Customer Champion, highlighting my commitment to excellence and collaboration in achieving successful outcomes. • Successful Cross-Functional Management: I effectively led and nurtured collaboration among essential functions within Life & Annuity new business and post-issue operations, significantly enhancing operational excellence.• Returned Mail Automation Project: I played a key role in the Returned Mail Automation project, which resulted in significant savings of 5 FTEs per month. This initiative led to an impressive reduction in turnaround time (TAT) from 5 days to just 1 day and improved performance scores for critical jobs from 93% to 100%. Additionally, the project enhanced the overall completion rate, driving greater efficiency throughout our operations. Show less

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  Mercer

  Dec 2021 - now

  Senior Operations Manager

  Roles & Responsibilities: In this role, I am responsible for overseeing and leading the service delivery team of 80+ professionals, ensuring effective collaboration, motivation, and performance management. I manage operations, identify operational inefficiencies, and develop strategies to streamline processes, enhance productivity, and reduce costs while maintaining service quality through monitoring key performance indicators (KPIs) to meet or exceed client expectations.• Conducting 5 Whys and root cause analysis to identify the underlying causes of issues of Internal / external errors, escalations and incidents reported by clients.• Conducting half yearly and yearly performance reviews to assess individual and team performanceKey Achievements:• Minimized defects through a LEAN Six-Sigma project: By applying robust data analysis and the DMAIC methodology—utilizing the 5 Whys and Pareto analysis - I empowered my team to achieve a remarkable 50% reduction in defects. This strategic approach enhanced quality, lowered rework costs, and significantly boosted client satisfaction.• Enhanced Operational Delivery: Through extensive data analysis, strategic leadership, and collaborative client engagement, I guided the team to elevate service level agreements (SLAs) from 92% to an impressive 98%, significantly boosting team productivity and operational excellence. Show less