Prabhala - Operations Manager - Hyderabad, Andhra Pradesh, India

Neelima Prabhala

Hyderabad, Andhra Pradesh, India


Operations Manager

  • Full time
  • Part time
  • One time
  • Contract
  • Temp


• Results focused professional with over 9 years diverse background in BPO / KPO and Retail bank operations and Health insurance

• Managed both voice and non voice process

• Expertise in Customer Service, Collections, and Transaction Processing, Insurance Claims Processing

• Have consistently exceeded goals and customer service expectations

• Six Sigma Green belt certified from Indian statistical Institute

• Handled team span of 200+ members across multiple locations

• Flexible to work in any location, worked in Hyderabad, Bangalore and Chennai
• Highly experienced in managing US, UK, APAC and Domestic clientele and processes

Work History

Manager Operation

Hinduja Global Solutions

Reporting to DGM
• Handle a span of 215 consisting 2 deputy managers, 4 Asst.manager, 8 TL's and approx 200 Claim examiners
• A critical component of my job is to manage and resolve difficult situations and complex project requirements
• Also to ensure an effective professional management of the claims process, and consistently superior service standards are maintained in all areas of claims processing as well as internal or external client interactions, problem resolving, consulting, and department budget management

• Operating Standards - To assure that the Claims Department meets production goals (KPI's including number of claims processed, resource levels, quality monitoring) and to identify areas for improvement
• To achieve budgeted numbers and revenue targets, and obtain efficiency/profit goals
• To manage the service relationship and process, monitoring performance, increasing efficiencies and dealing with issues
• To analyze monthly reports to assess departmental performance indicators to include: claim processing accuracy and turnaround service indicators, productivity achievements and volume related trending and forecasting
• Consistently applying performance standards and training to develop the Claims examiners to build a high performing team of industry experts, and critical thinkers
• Lead, develop, motivate, coach and provide robust management of, and support to, teams to deliver superior levels of processing and service
• Responsible for recruiting, training, supervising, and evaluating claims processing staff and their appraisals To minimize attrition and absence and maximize adherence


Royal Bank of Scotland

Reporting to Head- Client Experience

• Responsible for servicing the Vangogh preferred banking customers and Private banking customers

• Handling 11 Relationship Managers for service requests

• Overall responsibility for all aspects related to Account opening, Operations, Service Quality, primary checks of ML, Audit requirements etc.

• Resolve grievances and product related queries to maintain a satisfied client base via emails, phone calls or direct walk-ins and recommend optimal solutions always keeping client's interest in view

Associate Client Manager


, An RR Donnelley Company - Reporting to the Operations Account Manager
• Heading a team of 120 members which includes 6 Project leads, who each lead a team of 20 members
• Transitioned a process of 100 FTE, I was involved from testing phase to BAU.
• Monitor the job flow to ensure the team meets productivity standards and quality targets while ensuring timely delivery
• Develop and maintain long-term client relationships and other strategic partnerships Ensure appropriate workflow planning, resource utilization and quality assurance
• Interfacing with the client during research engagements and harvesting more business
• Improving productivity and efficiency of business processes by designing programs to meet the customer objectives Management and analysis of the MIS and Reporting systems
• Participate in Hiring for the process with HR hiring team Taking care of the Appraisal for the entire team, ensure appropriate feedback is given on time

Qualifications & Certifications

Symbiosis center for distance learning

Osmania University

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