Tariq Faiyaz

Experience

• 

  IBM Global Services

  Sept 2005 - Jan 2013

  Operations Manager - First Line

  𝑲𝒆𝒚 𝑹𝒆𝒔𝒑𝒐𝒏𝒔𝒊𝒃𝒊𝒍𝒊𝒕𝒊𝒆𝒔 –✔ Enhanced Delivery Readiness and Management: Responsible for adding significant value in the evaluation and management of Delivery Readiness reviews, Request for Change (RFC) approvals, and job responsibility assessments. This role involved overseeing the readiness and alignment of operations with organizational objectives.✔ Developed Strategic Account Plans: Developed and implemented strategic account plans aimed at achieving critical business and sales objectives. This involved designing and executing strategies to drive growth, enhance client satisfaction, and meet organizational goals.✔ Coordinated Service Desk Setup: Coordinated the comprehensive setup of the service desk, including infrastructure management, logistics, hiring, and training oversight. Ensured the effective establishment of service desk operations to support organizational needs.✔ Facilitated Training and Development: Facilitated pre- and post-training activities by planning sessions, conducting pre-training needs analyses, developing content, and performing post-training reviews. Evaluated the effectiveness of training programs and monitored onboarding and continuous learning events to ensure consistency and effectiveness for new hires and existing staff. Show less

• 

  Cognizant

  Feb 2013 - Apr 2017

  Service Delivery Manager

  𝑲𝒆𝒚 𝑹𝒆𝒔𝒑𝒐𝒏𝒔𝒊𝒃𝒊𝒍𝒊𝒕𝒊𝒆𝒔 –✔ Managed Large-Scale Teams and Operations: Oversaw a team of 200 associates, including 4 managers, 9 team leads, and 18 SMEs, for a US healthcare client. Managed key operational areas such as medical billing, order entry, accounts receivable calling, cash posting, and denial management.✔ Led Six Sigma Projects and Developed Metrics: Mentored and led several Six Sigma projects focused on cash posting, accounts receivable calling, and member calling. Developed and implemented robust revenue-focused metrics that enhanced the performance of the inside sales organization.✔ Executed Service Automation and Supported Sales Teams: Directed various service automation projects, including automated claim inquiries and dynamic dashboards, to improve service delivery. Provided cross-functional support to sales teams across IT, healthcare, and finance verticals, contributing to overall sales and operational efficiency.✔ Ensured Compliance and Trained Leaders: Ensured compliance with data privacy regulations and managed documentation for account onboarding, including Statements of Work (SoW) and business operating cost cases. Trained existing and future leaders in business skills, people management, and profitability management, and conducted Six Sigma training sessions at various levels. Show less

• 

  SPAN Enterprises blr

  May 2017 - May 2019

  Senior Manager

  𝑲𝒆𝒚 𝑹𝒆𝒔𝒑𝒐𝒏𝒔𝒊𝒃𝒊𝒍𝒊𝒕𝒊𝒆𝒔 –✔ Managed Client Portfolios: Managed a diverse portfolio of client accounts by engaging in comprehensive consultations to understand their unique business needs. Provided tailored solutions and strategies designed to maximize their results and overall satisfaction, thereby strengthening client relationships and driving business success.✔ Analyzed Sales Data: Conducted in-depth analysis of sales data to develop and drive key performance metrics and baseline targets. Utilized these insights to inform strategic decisions, enhance sales strategies, and improve overall sales performance and operational efficiency.✔ Assisted in Business Development: Collaborated with business development teams to support pre-sales activities, including identifying opportunities for cross-selling various products and services. This assistance helped to expand client engagement, drive revenue growth, and achieve business development objectives.✔ Supported Consulting Teams: Provided critical support to the onsite consulting team by developing innovative solutions and establishing effective metrics and analysis frameworks. This support improved consulting procedures, enhanced project outcomes, and ensured successful implementation of client solutions.✔ Conducted Market Research: Led comprehensive market research initiatives to identify emerging business opportunities and assess portfolio performance. Presented detailed findings and actionable insights to clients, aiding them in making informed decisions and capitalizing on market trends.✔ Developed Sales Strategies: Formulated and implemented strategic sales initiatives based on thorough analysis of data and market trends. These strategies were designed to drive business growth, improve client satisfaction, and align sales efforts with organizational goals. Show less

• 

  Optum

  Aug 2019 - now

  𝑲𝒆𝒚 𝑹𝒆𝒔𝒑𝒐𝒏𝒔𝒊𝒃𝒊𝒍𝒊𝒕𝒊𝒆𝒔 –✔ Leading and Managing Teams: Overseeing and managing a team of 190 associates dedicated to Medicare and Medicaid Lines of Business (LOBs), focusing on enrollment, eligibility, billing, and compliance to ensure high performance and effective service delivery.✔ Reverse Transitioning Operations: Reverse transitioning enrollment operations for Medicaid and Medicare from a key stakeholder, effectively regaining control and improving operational efficiency and process alignment.✔ Transitioning Processes Across Locations: Transitioned four critical processes with 45 full-time equivalents (FTEs) from the Philippines site to Bangalore, including managing contact centers for collections and Chronic SNP Plans, to enhance service delivery and operational integration.✔ Streamlining Processes: Streamlining processes by employing Value Stream Mapping and Six Sigma methodologies to identify inefficiencies, resulting in a 24-hour improvement in cycle time for two critical compliance processes.✔ Implementing OCR Automation: Implementing Optical Character Recognition (OCR) automation to significantly reduce the manual review of incoming documents, thereby optimizing resource efficiency and accelerating business operations.✔ Enhancing Profitability: Increasing site profitability by 4% annually through strategic cross-training initiatives and realigning resources to handle increased volumes effectively, without expanding headcount or incurring additional overhead costs.✔ Managing Compliance: Managing the Annual Enrollment Period with a track record of 100% adherence to CMS timelines and compliance standards over the past five years, ensuring regulatory requirements are consistently met.✔ Driving Performance Efficiency: Driving performance efficiency by continuously assessing and optimizing processes, implementing best practices, and leveraging performance metrics to achieve operational excellence. Show less

  • Senior Manager

    Mar 2025 - now

  • Service Delivery Manager

    Aug 2019 - Feb 2025