Experienced and result-driven Service Delivery and Consulting Professional with 12 years of verifiable track record in Delivering results by Improving Productivity, Showcasing Growth, Mentoring People, Optimizing Resources, Increasing profitability and Sustaining Relationship to drive business
Revenue Cycle Management
Order to Cash
Customer Relationship (CRM)
08/2015 to Current
Service Delivery ManagerCognizant Technology Solutions US Corp － Parsippany, NJ
Working closely with Customer's Director of Operations to introduce and implement new policies to the
Mitigate any risk in the operations and monitor
the key metrics of the process.
Drive the teams to generate ideas for
productivity improvement and optimize the utilization.
Exploring current opportunities within existing customer for
scope of new business.
Deliver end to end solutions by transforming
into cell based model from factory based
Monitoring staffing levels
to satisfy Scope of Work while remaining within targeted hours.
Guide to the career path for the Direct and
Indirect reportees and growth within and outside the projects.
Initiate cross training plan to avoid knowledge
Approve the Candidate hiring for the process
Conduct periodic skips to
understand the concern areas of indirect reportees and create vital work
Carry out continuous improvement plans for
providing benefits to the customer period over period.
Involve and Guide the project team to carry out
various projects for cost reduction.
Responsible for assessing the state of
compliance, assess the risks and potential costs of non-compliance.
Prioritize, fund and
initiate any corrective actions deemed necessary.
03/2013 to 06/2015
Service Delivery ManagerCognizant Technology Solutions － Bangalore, Karnataka
Seamless Delivery of Day - Day Operations while maintaining the agreed upon service level business metrics.
Demonstrate efficient business practices by strong communication and implementation.
Approve and monitor any changes in the standard operating procedures/Policies.
Understand and act swiftly to customer concerns and implement control mechanisms.
Provide periodic forecast analysis and trigger alerts to any deviation in the trends of the business to the Business Owners.
Maintain the adequate resource for the project and perform effective resource management Conduct periodic reviews, keep up the pulse of the team, motivating and training, bridge employee engagement.
Manage and sustain current contract revenue by maintaining profitability to the organization Driving Cost Reduction projects to Maximize profits.
Identify Process Gaps and create improvement opportunities.
Identify Scope of automation in turn to reduce manual effort across Process Enforce and Execute Change Management in accordance to compliance.
04/2012 to 03/2013
Project Accounting Team LeadOracle India Limited － Bangalore, Karnatka
Providing solution as Functional consultant and heading a team of Revenue and Finance analyst Key Results Area
Successfully handled two processes for NA Healthcare and National Security projects consulted by Oracle US entity.
Along with managing a global Incident Management team who is responsible for contractor set ups and maintenance for the entire Oracle entities
Part of the steering committee in the recruitment process of both junior and senior professionals and also channel regular training programmes to our allied colleges.
Interact with the vendors to ensure that the requisite standards of quality and staffing met as required by the client.
Instrumental in generation of invoices and collections on a monthly basis from clients.
Formulate and develop reports / presentations for clients and conduct repeated meetings to ensure the service delivery is highly satisfactory.
Furnish suggestions and feedbacks to the clients in order to improve the service delivery.
Orchestrate new areas for business development by laying KRA for the Business Development Team.
Reduced the average time taken for closing the incidents through metric driven system.
Designed and facilitated optimal use of available resources to ensure that sound management practices are in place.
06/2010 to 03/2012
Deputy Manager - OperationsWNS Global Services Limited － Gurgaon, Haryana
Report into: AVP Managed operations, ensure SLA's are exceeded and identify new business opportunities to management while working on expanding the existing lines of business.
Act as a first level escalation point for both clients and employees in support of the business.
Ensure compliance with all client requirements during training and ongoing operations besides compliance with contractual commitments including information security Key Results Area Assigned to few LOB in an Order to Cash Portfolio for Healthcare Client (DME Provider).
Lead a team size of 67 across billing and collections functions including 3 Team leaders and 2 team coaches working on 3 process and 6 work types.
Set up the Business Communication plan for entire business to increase people touch and standardize mode of communication.
Compliance with the policies and statutory audits (HIPAA, ISO etc.) requirements.
Re-engineered the workflow to ensure effective management of inventory and increased efficiency leading to overall revenue increase.
Monitor Team Leads and ensure that the reporting teams have met the monthly targets on Collections.
Provide clients with a professional and accurate response to their queries and deliver quality service in a timely manner.
Re-engineered the current workflow management to improvise follow up aged files Rating the Performance of directs based on Performance and Client Satisfaction Surveys.
Certified Competency Based Interviewer.
Certified on Employee retention & Coaching effective leaders.
01/2009 to 06/2010
Team Leader - OperationsGeBBS Healthcare Solutions － Mumbai, Maharashtra
Managed 3 different practices for a leading Billing Company.
Co-ordinatedwith all the necessary departments and arranging for technical and other required support for a full-fledged Operations.
Involved with the Quality control team to ensure the accuracy is maintained as per client requirements.
Successfully completed 2 phases of pilot projects by yielding revenue around $5MN to the providers.
Over achieved the stipulated revenue targets by 7.5%.
Modernized trend analysis with various payers across practices and evaluated strategic data to the client, thus bringing down the denials ratio.
Streamlined various projects by creating Standard Operating Procedures for the training department.
Developed automation process for various routine tasks and increased the utilization
12/2005 to 01/2009
Senior Executive - Accounts ReceivablesPerot Systems － Chennai, Tamil Nadu
Working as back up to the Team leader (60+ employees) for the biggest client in the company, responsibe for WFM for 3 locations.
Provided training to new trainees and refreshers periodically.
KRA's include productivity & quality of the team.
05/2004 to 12/2005
AR AssociateCeler soft Service － Chennai, Tamil Nadu
Learned US Healthcare Industry and worked as an Accounts Receivable Executive for multiple practices.
Trained and specialized in various Insurance calling, Denial Management and guidleines.
Increased offshore revenue share from 70% to 80%
Successfully managed to bring down the DSO to 49 from 67
Managed attrition to an YTD of 24% from the last quarter being at 56%
Increased per person productivity by 40% within three months of taking charge.
Managed the process with high resource utilization at an average of 127%
Successfully completed the SU project on Lean and efficiency saved 25 seats worth $ (130 K annualized)
Increase in the yearly employee training penetration to 48% from 22.92%.
File Net (IBM application)
Oracle EBS R12
Athena Net (Web based Billing Tool)
Med Ex (Practice Management Software)
IDX (GE Centricity)
PHY MD (Practice Management Software)
Insurance and Provider Services
Revenue Cycle Managment
Order To Cash
Global Help Desk
Research and Analytics
Bachelor of Science: Hotel ManagementMGR IHMCT － Chennai, Tamil Nadu, India
Date of Birth: 19th May 1982
Languages Known : English, Tamil, Telugu and Hindi
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Companies Worked For:
Cognizant Technology Solutions US Corp
Cognizant Technology Solutions
Oracle India Limited
WNS Global Services Limited
GeBBS Healthcare Solutions
Celer soft Service
Job Titles Held:
Service Delivery Manager
Project Accounting Team Lead
Deputy Manager - Operations
Team Leader - Operations
Senior Executive - Accounts Receivables
Bachelor of Science : Hotel Management
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