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pandiraj V

This document is a resume for Pandiraj V. It summarizes his work experience and qualifications. He has over 15 years of experience in operations management, business analysis, customer service, and project management roles in the BPO/ITes industries. Currently he is a Sr Associate Manager at Sutherland Global Services where he is responsible for SLA management, people management, and ensuring process efficiency. Previously he held roles like Deputy Manager at Apollo Health Street and senior roles at other BPO companies where he was responsible for revenue accounting, customer service, training, and quality control. He has a B.Com degree from Osmania University and professional training in areas like Six Sigma, linguistics, and project management.

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Pandiraj V 33-71/49-1, Sri Venkateswara officers colony, R K Puram, Secunderabad - 500056. Andhra Pradesh, India.E-mail:veeranan.pandiraj@gmail.com Mobile: 91-9885901628. in.linkedin.com/pub/pandiraj-v/b/23/228/ Accomplished Deputy Manager Transition and Project Management/Business Analysis/Payor/Provider Operations (Revenue Cycle Management) / Customer Service / Outbound / Inbound Calling BUSINESS ACUMEN | PROCESS MANAGEMENT | CLIENT RELATIONS | MANPOWER DEVELOPMENT| TECHNICAL RECRUITING Objective: Seeking to steer Operations in BPO / ITes / Customer Service at the Middle Level Managerial Position while integrating domain & technical expertise and leadership skills, enhancing organizational objectives. Additional Excellence in: Customer Care, Process Development, Business & Process Analysis, Maintaining SLA, Managing Business SOP, Following SOW, Coordination & Communication, Resource Management, Employee Development and Team Management and Six Sigma. Working Exposure in: US Region (BPO), Customer Care, Telemarketing, Payor Operations, Provider Operations (US Healthcare) Revenue Cycle Management. Excellent interpersonal skills in Communications, Client relations and Negotiations. Coordinating with Provider Recruitment, Claims Adjudication and Data Collection & Verification Team. Exposed to Black Belt projects, GB Certified, Business Analysis and process improvements. Expertise in program/project management, SDLC process, roadmap planning, risk management, change control, Six Sigma, client management, Statistical analysis, forecasting and team building. Education/Qualification B.Com from Osmania University (Regular) Languages Known English, Hindi, Tamil and Telugu Professional Development 1 year of Computer Software Course. Got trained in Windows 98/2000/XP, MS Excel, Word. Attended various training sessions for Managerial Effectiveness organized by the Company. 1 month Linguistics and Accent training from Hero Mind Mine, Bangalore, India Trained and Certified in Six Sigma Green Belt from BMGI also done a project on the same in which increased the revenue by $ 24,000 per annum along with getting the company earn 5% extra billing/incentive per month. PMI-Project management Methodology and expertise in Project Management tools Career History Sutherland Global Services. - Hyderabad Page 1 of 3
Sr Associate Manager (Service Delivery) (Oct14 ) JOB RESPONSIBILITIES SLA Management Setting out quality standards for various operational areas, ensuring a high-quality customer experience, while adhering to the SLAs and work processes Define/baseline SLAs for newly transitioned processes and re-baseline as per performance/client requirement for existing processes Creating awareness for driving the projects and process improvement strategy & methodology, ensuring maximum operational efficiency. Conducting root-cause analysis and taking preventive measures for repeated escalations People Management Evaluating effectiveness of training & development programs; formulating or reviewing training Strategy and determining appropriate instructional methodologies and formats Identifying learning needs of team members. Define and implement the strategy and build programs required to successfully develop individuals in team Creating and fostering a healthy environment which facilitates high performance of team members and accomplishments of organizational goals Effective conflict resolution, problem solving to ensure team/clients are managed effectively Sharing knowledge/information relevant to internal/external customers. Identifying individual competencies to enhance skill sets to build stronger teams and also offer appropriate career guidance to the team when required Apollo Health Street Ltd. Hyderabad Deputy Manager Payor & Provider Operations (Aug05 Apr12) Job Profile: Preparing and analyzing different types of variance reports for Accounts Receivable (Revenue Cycle Management) MIS purpose on monthly, quarterly & yearly basis. Analyzing the client wise / department wise actual Revenue & contribution and providing reasons for variance with budget and previous months actual Prepare MIS adhering to company timelines and provide explanations for variances under all heads. Prepare profit reconciliation of Actual vs Budget. Monitor the performance of business and financials visa vis the budget and provide summary explanations to the management. Responsible for Revenue Accounting Manage monthly/quarterly book close process including: Support and supervise two processes with 30 FTEs, 4 SMEs and 2 AMs MIS (Measuring KPIs, Data Analysis & Reports) for the entire Business of Provider Accounts Receivables.. Responsible for the production targets of the entire Provider Accounts receivable.. Conducting Appraisals. Responsible for Hiring and Training new joiners. Inventory Management for RCM. Meeting SLAs set by the business areas. Delegation of important tasks to key resources and at the same time keeping in mind their growth prospectus. Regular client interaction in terms of SLAs and procedural questions, which also includes error rebuttals, if any. Daily monitoring their performance and providing feedbacks regarding the areas of concern, if any. Working closely with the Quality Dept. and analyzing the reasons for fluctuations in the team quality, also analyzing the reasons for the same in an individual. Attrition Management, Retention and forecasting/prediction. Was awarded twice as the Star of the Quarter across Payor side for Operational Excellency USA B1/B2 Visa valid till May 2017. Certified as Six Sigma Green Belt from BMGI for process improvement and increase in revenue. Joined Apollo Health Street as Sr Executive Page 2 of 3
Nipuna Services Ltd (Now Satyam BPO)-Hyderabad Sr Executive (May04 to July05) Job Profile: Providing excellent customer service and to solve their inquiries about the Eligibility on the Dental Insurances. Preparation of Training modules and the SOP. Conducted Process Training sessions to new joiners for a batch of 8-10 CSRs. Msource (Now Mphasis-BPO) Bangalore-India Sr Executive (March03 to Feb04) Job Profile: Convincing the US customers for different products and selling the same to them. Got promoted as a Verification Officer to verify and pass the sales. Kept checks on Quality and Compliance First Level Escalation for any Supervisory calls. Provided process training to a group of 8-10 new agents. GE Capital International Services, Hyderabad-India Accounts Payable Consultant (Apr00 to March03) Job Profile: Underwent training on International Accounting in Fort Myers, Florida, USA. Instrumental in transition of an Accounts Payable module from USA to India. Certified AP Expert with Wing-To-Wing Knowledge in Accounts Payable Process for all 13 GE Businesses.GE Client Business Services Inc. (CBSI) is a Centralized Accounts Payable Process for all thirteen GE Businesses in US processing 5 million Invoices and disbursing $30 billions to vendors per annum. Profile involves interaction with Customers/vendors/buyers in USA and Mexico to pay/collect discrepant invoices, ensure timely capture of discounts, and expedite/hold payments. Single point of contact to resolve all the Accounts Payable related issues (Technical & Functional) for GE- Buyers Consistently providing quality services to customers at 6-sigma (100 % accuracy) level profitably to the Organization Kept checks on Quality and Compliance First Level Escalation for any Supervisory calls. Extra Curricular Completed NCC C certificate. Represented Inter School Volley Ball tournament. Represented Inter Corporate Foot ball tournament. Page 3 of 3

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  • 1. Pandiraj V 33-71/49-1, Sri Venkateswara officers colony, R K Puram, Secunderabad - 500056. Andhra Pradesh, India.E-mail:veeranan.pandiraj@gmail.com Mobile: 91-9885901628. in.linkedin.com/pub/pandiraj-v/b/23/228/ Accomplished Deputy Manager Transition and Project Management/Business Analysis/Payor/Provider Operations (Revenue Cycle Management) / Customer Service / Outbound / Inbound Calling BUSINESS ACUMEN | PROCESS MANAGEMENT | CLIENT RELATIONS | MANPOWER DEVELOPMENT| TECHNICAL RECRUITING Objective: Seeking to steer Operations in BPO / ITes / Customer Service at the Middle Level Managerial Position while integrating domain & technical expertise and leadership skills, enhancing organizational objectives. Additional Excellence in: Customer Care, Process Development, Business & Process Analysis, Maintaining SLA, Managing Business SOP, Following SOW, Coordination & Communication, Resource Management, Employee Development and Team Management and Six Sigma. Working Exposure in: US Region (BPO), Customer Care, Telemarketing, Payor Operations, Provider Operations (US Healthcare) Revenue Cycle Management. Excellent interpersonal skills in Communications, Client relations and Negotiations. Coordinating with Provider Recruitment, Claims Adjudication and Data Collection & Verification Team. Exposed to Black Belt projects, GB Certified, Business Analysis and process improvements. Expertise in program/project management, SDLC process, roadmap planning, risk management, change control, Six Sigma, client management, Statistical analysis, forecasting and team building. Education/Qualification B.Com from Osmania University (Regular) Languages Known English, Hindi, Tamil and Telugu Professional Development 1 year of Computer Software Course. Got trained in Windows 98/2000/XP, MS Excel, Word. Attended various training sessions for Managerial Effectiveness organized by the Company. 1 month Linguistics and Accent training from Hero Mind Mine, Bangalore, India Trained and Certified in Six Sigma Green Belt from BMGI also done a project on the same in which increased the revenue by $ 24,000 per annum along with getting the company earn 5% extra billing/incentive per month. PMI-Project management Methodology and expertise in Project Management tools Career History Sutherland Global Services. - Hyderabad Page 1 of 3
  • 2. Sr Associate Manager (Service Delivery) (Oct14 ) JOB RESPONSIBILITIES SLA Management Setting out quality standards for various operational areas, ensuring a high-quality customer experience, while adhering to the SLAs and work processes Define/baseline SLAs for newly transitioned processes and re-baseline as per performance/client requirement for existing processes Creating awareness for driving the projects and process improvement strategy & methodology, ensuring maximum operational efficiency. Conducting root-cause analysis and taking preventive measures for repeated escalations People Management Evaluating effectiveness of training & development programs; formulating or reviewing training Strategy and determining appropriate instructional methodologies and formats Identifying learning needs of team members. Define and implement the strategy and build programs required to successfully develop individuals in team Creating and fostering a healthy environment which facilitates high performance of team members and accomplishments of organizational goals Effective conflict resolution, problem solving to ensure team/clients are managed effectively Sharing knowledge/information relevant to internal/external customers. Identifying individual competencies to enhance skill sets to build stronger teams and also offer appropriate career guidance to the team when required Apollo Health Street Ltd. Hyderabad Deputy Manager Payor & Provider Operations (Aug05 Apr12) Job Profile: Preparing and analyzing different types of variance reports for Accounts Receivable (Revenue Cycle Management) MIS purpose on monthly, quarterly & yearly basis. Analyzing the client wise / department wise actual Revenue & contribution and providing reasons for variance with budget and previous months actual Prepare MIS adhering to company timelines and provide explanations for variances under all heads. Prepare profit reconciliation of Actual vs Budget. Monitor the performance of business and financials visa vis the budget and provide summary explanations to the management. Responsible for Revenue Accounting Manage monthly/quarterly book close process including: Support and supervise two processes with 30 FTEs, 4 SMEs and 2 AMs MIS (Measuring KPIs, Data Analysis & Reports) for the entire Business of Provider Accounts Receivables.. Responsible for the production targets of the entire Provider Accounts receivable.. Conducting Appraisals. Responsible for Hiring and Training new joiners. Inventory Management for RCM. Meeting SLAs set by the business areas. Delegation of important tasks to key resources and at the same time keeping in mind their growth prospectus. Regular client interaction in terms of SLAs and procedural questions, which also includes error rebuttals, if any. Daily monitoring their performance and providing feedbacks regarding the areas of concern, if any. Working closely with the Quality Dept. and analyzing the reasons for fluctuations in the team quality, also analyzing the reasons for the same in an individual. Attrition Management, Retention and forecasting/prediction. Was awarded twice as the Star of the Quarter across Payor side for Operational Excellency USA B1/B2 Visa valid till May 2017. Certified as Six Sigma Green Belt from BMGI for process improvement and increase in revenue. Joined Apollo Health Street as Sr Executive Page 2 of 3
  • 3. Nipuna Services Ltd (Now Satyam BPO)-Hyderabad Sr Executive (May04 to July05) Job Profile: Providing excellent customer service and to solve their inquiries about the Eligibility on the Dental Insurances. Preparation of Training modules and the SOP. Conducted Process Training sessions to new joiners for a batch of 8-10 CSRs. Msource (Now Mphasis-BPO) Bangalore-India Sr Executive (March03 to Feb04) Job Profile: Convincing the US customers for different products and selling the same to them. Got promoted as a Verification Officer to verify and pass the sales. Kept checks on Quality and Compliance First Level Escalation for any Supervisory calls. Provided process training to a group of 8-10 new agents. GE Capital International Services, Hyderabad-India Accounts Payable Consultant (Apr00 to March03) Job Profile: Underwent training on International Accounting in Fort Myers, Florida, USA. Instrumental in transition of an Accounts Payable module from USA to India. Certified AP Expert with Wing-To-Wing Knowledge in Accounts Payable Process for all 13 GE Businesses.GE Client Business Services Inc. (CBSI) is a Centralized Accounts Payable Process for all thirteen GE Businesses in US processing 5 million Invoices and disbursing $30 billions to vendors per annum. Profile involves interaction with Customers/vendors/buyers in USA and Mexico to pay/collect discrepant invoices, ensure timely capture of discounts, and expedite/hold payments. Single point of contact to resolve all the Accounts Payable related issues (Technical & Functional) for GE- Buyers Consistently providing quality services to customers at 6-sigma (100 % accuracy) level profitably to the Organization Kept checks on Quality and Compliance First Level Escalation for any Supervisory calls. Extra Curricular Completed NCC C certificate. Represented Inter School Volley Ball tournament. Represented Inter Corporate Foot ball tournament. Page 3 of 3