Niraj Kumar

Oversee Delivery: Ensure customer and client satisfaction by managing all aspects of delivery (Operations/Technology).

• Define Success Metrics: Establish measurable success indicators for the team.
• Resource Management: Proactively allocate resources to meet business goals.
• Team Development: Manage and develop team members, including performance assessment and coaching.
• Collaborate Across Teams: Work with other Performance Team Managers to ensure seamless client delivery.
• Enhanced customer satisfaction by implementing effective service strategies and streamlining processes.
• Optimized resource allocation by analyzing performance metrics and adjusting staffing levels accordingly.
• Established clear performance expectations for team members, resulting in higher productivity levels and better overall results.
• Increased team efficiency by providing comprehensive training and development programs for service technicians.
• Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
• Implemented strategies to increase customer service satisfaction ratings.

• Leveraged technology solutions to automate manual processes, reducing errors and improving overall efficiency in benefits administration tasks.
• Created detailed reports highlighting key performance indicators related to benefits operations, enabling senior management to make informed decisions based on accurate data.
• Managed vendor relationships to ensure high-quality services and timely resolutions of any issues.
• Coordinated seamless transitions during mergers and acquisitions by aligning disparate benefit programs into a unified offering for all employees involved.
• Operational Performance: Accountable for managing operational performance, ensuring contractual standards are met or exceeded.
• Timely and Quality Delivery: Ensures all ongoing work is delivered on time and with high quality to plan sponsors and participants.
• Process Improvements: Identifies and implements process enhancements for efficient client operations.
• Project Planning: Effective project planning and resource management.
• Client Liaison: Serves as a contact point for clients, Third-Party Administrators, and internal Shared Services

• Direct Billing and Invoicing: Oversee direct billing deductions, invoicing, and fulfillment operations.
• Payroll Management: Handle the payroll deduction component for insurance benefits and process active/pension payroll on a weekly and bi-weekly basis.
• Employee Support: Address employee inquiries regarding deductions and eligibility.
• Subject Matter Expertise: Serve as a subject matter expert in designing and maintaining the processing calendar. Provide assistance to teams and shared service teams in resolving process-related issues.
• Process and SOP Maintenance: Independently maintain data processes and standard operating procedures (SOPs). Ensure documentation and processing updates are disseminated to the processing team.
• Quality Assurance: Take responsibility for quality reviews, assurance, and control.
• Vendor and Onshore Interaction: Engage with vendors and onshore counterparts for escalation management and error management.
• Training and Auditing: Assist in roles involving training, quality audits, management information systems (MIS), and process and tool specifics.
• Transition Management: Participate in transitioning new/existing work across locations and teams.
  Problem Resolution: Utilize root cause analysis to resolve queries.

• Met month-end reporting objectives and deadlines.
• Maintained accurate documentation of processes, facilitating easy reference for internal audits and knowledge transfer.
• Supervised processes to eliminate weak points or bottlenecks in business operations.
• Trained junior associates in various process-related tasks, ensuring consistent quality across the team.