Ketan Kumar

Experience

• 

  Genpact

  Dec 2007 - Dec 2010

  Process Developer-GEMA Collections (Secured Loans-Banking)

  • Contact customers who are delinquent in the repayment of bills and obtain payments, commitment agreements or establish a repayment plan.• Follow set policies and procedures (FDCPA) when determining suitable collection solutions and assist new joiners with SME support.• Use understanding and ability to deal with debtor to obtain a suitable collection solution through plans like rate reduction offer and deferred payment interest.• Perform skip-tracing through the company's collection system to move balances. Show less

• 

  Optum

  Jun 2011 - now

  • Leading departments and operations of the company with budgeting for multiple projects, including monitoring and controlling costs.• Creating and implementing strategic plans, monitoring the competitive landscape and attending industry events to stay abreast of new initiatives and ways to stay ahead.• Ensure that the agreed-upon Service Level Agreements (SLAs) for the process are met as per the customers’ requirements. Identify the reasons behind any failure to meet the SLAs, develop solutions, and implement them. Review and analyze performance reports regularly (weekly/monthly) with Team/Ops Managers and stakeholders. Investigate the causes of performance deviations.• Ensure that the process complies with all business rules, regulatory directives, and operational processes and procedures. Monitor compliance through timely audits and create awareness among the team.• Analyze trends in management information system (MIS) data, identify deficiencies in tools, metrics, and reports, and recommend solutions. Maintain processes and procedures to facilitate improvement.• Manage staff performance, compensation, rewards, and recognition programs. Attend daily huddles with team managers to stay updated on floor issues and concerns. Set Key Performance Identifiers (KPIs) for Ops/team managers aligned with client SLAs and overall organizational goals.• Drive quality and process improvement initiatives, such as Six Sigma/Lean, to ensure continuous improvement. Provide reports on process metrics and employee performance to top management.• Conduct regular meetings with support teams (Rewards, Risk & Governance, Transition/Projects & Technology) to ensure internal SLAs are met and the business remains compliant.• Identifying, training and developing leaders within the company and setting them on a path for management. Show less

  • Deputy Manager-Transaction Quality

    Mar 2022 - now

  • Assistant Manager (Provider)-Transaction Quality

    Sept 2018 - Mar 2022

  • Management Trainee (Provider)-Transaction Quality

    Nov 2016 - Aug 2018

  • Quality Analyst-Transaction Quality

    Mar 2014 - Oct 2016

  • Quality Assurance Specialist-Transaction Quality

    Jun 2011 - Feb 2014