Playing & Watching Cricket
Rahul Tiwari
Service Delivery Head
Indore
Summary
More than 15 years of Experience in various facets of the Business Process Outsourcing Industry. Have served in US Healthcare industry with expertise in Revenue cycle management, Authorization, Order to cash, intake management etc. A rich experience in handling Process Operations, People Management, Stake Holder Management, Client Relationship Management. Building, Managing and Motivating diverse work force which involves developing people & managing talent. Abilities to enhance operations by optimizing resource & capacity utilization; improve productivity & operational efficiencies; while curtailing costs. Have grown internally in the vertical from a Trainee CSE to a Service Delivery Head with dedicated approach and focus towards work.
Overview
16
16
years of professional experience
2
2
Certifications
2
2
Languages
Work History
Service Delivery Head
Teleperformance Global Services Pvt Ltd
03.2023 - Current
- Responsible for managing 4 different accounts with span size of 700 FTEs
- SLA management
- Internal & external stakeholder management
- Develop and implement strategic plans to enhance productivity, quality, and customer satisfaction while reducing costs
- Liaise with clients to understand their requirements, set expectations, and maintain ongoing communication for continuous service improvement
- Analyze performance data to identify trends, forecast demand, and allocate resources accordingly to meet business objectives
- Implement risk management procedures to protect company and client interests, addressing any security or compliance issues promptly
- Explore and integrate new technologies and methodologies to streamline operations, enhance service delivery, and stay competitive in market
Manager, Operations
Teleperformance (Formerly known as Intelenet Global Services and Serco BPO)
03.2020 - 02.2023
Assistant Manager, Operations
Teleperformance (Formerly known as Intelenet Global Services and Serco BPO)
10.2016 - 02.2020
Acting Assistant Manager
Teleperformance (Formerly known as Intelenet Global Services and Serco BPO)
08.2015 - 09.2016
Team Leader, Operations
Teleperformance (Formerly known as Intelenet Global Services and Serco BPO)
02.2013 - 07.2015
Associate, Operations
Teleperformance (Formerly known as Intelenet Global Services and Serco BPO)
06.2009 - 01.2013
Associate Health Assurance Manager
ICICI Prudential Life Insurance Company Pvt. Ltd.
08.2008 - 02.2009
Education
PGPMI - Post Graduate Program For Management & Insurance
SIESCOM
Nerul, India 04.2001 -
B.Tech - Electronics & Telecommunications
JRN, Rajasthan Vidyapeeth University
Udaipur, India 04.2001 -
Skills
Analytical Skills
undefinedCertification
Post graduate Program for Management and Insurance from SIESCOM, Nerul.
Accomplishments
- 100% SLA’s and OLA’s met during my tenure as an Assistant Manager
- Received numerous Best Advisor / Team Leader / Assistant Manager award
- Consistent Performer award for the year 2011 for Best CSE for the year
- I Sparkle award for the year 2016 for best Assistant Manager
- Top 100 Global award for best Assistant Manager for 2018
- Best Service Delivery Head Award for H1 2023
- Numerous appreciations received from External and Internal stakeholders for SLA and client management
Personal Traits
- Dynamic, confident, patience, and positive thinking
- Self-starter and self-motivated
- Ability to strategize, organize, and lead cross-functional teams to deliver objectives
- Good at problem solving and multitasking
- Ability to work well with others as well as independently
- Excellent People and Stake holder manager
Previous Experience
ICICI Prudential Life Insurance Company Pvt. Ltd., Associate Health Assurance Manager, 08/2008, 02/2009, Worked for the Health Insurance domain of the co. Empanelling a group of Doctors from various locations to tie up with the co. Maintaining relation with those Doctors by regular visit. Collect reference of patients of the doctors. Call those patients and fix up appointment with them. Visit the interested patients and understand their need and requirement, and suggest them with the appropriate product suitable for them. Closing the deal.
Additional Information
Six Sigma Green Belt Certified
Project Undertaken:
- Aug 2023 (Six sigma green belt Project) - Collection Rate improvement project with annual benefit of Euro 2.2 Mn - 6 month
- Apr 2022 (LEAN Project) - APT Reduction by 26% for Intake management (430 Sec from 602) - 2 month
- Aug 2021 (LEAN Project) - APT Reduction by 44% for ECIN (15 minutes from 27 minutes) - 2 month
- Remote Transitions:
- 10 FTEs IMR (Information Management Retrieval) - Oct'18
- 5 FTEs Manual Revenue Confirmation - Oct'18
- 33 FTEs Authorization Follow up - Jul'18
Interests
Travelling
Cooking
Timeline
Six Sigma Green Belt Certificate
08-2023
Service Delivery Head
Teleperformance Global Services Pvt Ltd
03.2023 - Current
Manager, Operations
Teleperformance (Formerly known as Intelenet Global Services and Serco BPO)
03.2020 - 02.2023
Assistant Manager, Operations
Teleperformance (Formerly known as Intelenet Global Services and Serco BPO)
10.2016 - 02.2020
Acting Assistant Manager
Teleperformance (Formerly known as Intelenet Global Services and Serco BPO)
08.2015 - 09.2016
Team Leader, Operations
Teleperformance (Formerly known as Intelenet Global Services and Serco BPO)
02.2013 - 07.2015
Associate, Operations
Teleperformance (Formerly known as Intelenet Global Services and Serco BPO)
06.2009 - 01.2013
Post graduate Program for Management and Insurance from SIESCOM, Nerul.
08-2008
Associate Health Assurance Manager
ICICI Prudential Life Insurance Company Pvt. Ltd.
08.2008 - 02.2009
PGPMI - Post Graduate Program For Management & Insurance
SIESCOM
04.2001 -
B.Tech - Electronics & Telecommunications
JRN, Rajasthan Vidyapeeth University
04.2001 -
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