Punithan Suparamaniam

Experience

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  Affiliated Computer Services

  Oct 2003 - Apr 2011

  • We handle records for GSK employees in US and UK such as managing personal information, salary information and other data related to employee record. Perform tasks related to production move requests, Maintain data dictionaries and data mapping documents. • Managed the implementation of system upgrades and transition of services from the client site to the KL site. Developed standardization in process documentation for cross client support to ensure consistency across business groups. Client Facing: Talks, coordinates and acts as single point-of-contact for client specific deliverables and issues and ensure smooth implementation of services provided to them. Identifies Root Cause Analysis (RCA) with the client and sets up regular checkpoints with them to keep them informed of all relevant activities related to resolving the issue. Leading and Managing Sox Compliance audits together with the Legal & Compliance team to ensure data management process are following the client compliance requirement. Show less • Identify and handle claim processing for employees. Escalate any issues with the client to resolve at timely manner. Processing of insurance claims for international client. Meet or exceed production volume for the team. Ensuring team has correct processing claims accuracy – 92.2% PAR (Procedural Accuracy Review) and 99.7% DAR (Dollar Accuracy Review). Experience in high level computerized processing of insurance claims which were processed with in-house development System (2003 – ClaimFact System; 2004 – HUMANA System). In order to ensure accurate payment, examiners are trained to indentify claims error in the system and also ensure the SLA (Service Level Accuracy) is met. Review all data related error reports and provide feedback and resolution as necessary. Show less

  • Supervisor

    Apr 2009 - Apr 2011

  • Team Leader

    Oct 2003 - Mar 2009
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  AIG Shared Services

  Apr 2011 - now

  Associate Manager
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  AIG

  Apr 2011 - now

  Associate Manager

  • Assist with hiring and training of new employees and with ongoing training of existing staff. • Provide ongoing coaching to ensure quality service delivery. • Motivate team members and provide meaningful rewards and recognition. • Develop assistance center staff for promotional opportunities within the company. • Administer personnel policy including individual performance appraisals, preparation and communication of performance reviews, and salary and developmental recommendations. • Manage service quality for the team and ensure the team is able to achieve the organization’s service level and abandon rates. • Continuously train & develop staff to better prepare them for future career opportunities.• Build rapport with team members to facilitate open and honest communication and relationship building. • Continuously train the Team Leaders to lead the daily transmission providing case directions to ensure cases are administered and processed properly. • Review training needs and liaise with Trainers to ensure that all front-line staff are continually reviewed for service performance and trained/retrained both in product knowledge and customer service soft skills.• Organize agenda and run monthly department meeting for all staff members on regular basis (ensure all staffs are closely updated on monthly service level and latest development within the department).• Ensure monthly SLA targets are met or exceeded and escalate to Senior Management / Account Manager if, at any time SLAs are likely to be compromised. • Build a strong “warm” relationship with business partners in US and UK while continue to garner their confidence and support. • Point of contact for any escalations whether handled internally or as such situations arise. Show less