Krishna Kc

Senior Benefits Operations Manager with 8+ years of experience leading US Health & Welfare benefits administration for enterprise clients supporting 40,000+ employees. Expertise in end-to-end benefits lifecycle management, carrier/vendor coordination, regulatory compliance (ERISA, IRS, ACA, HIPAA), payroll integration, and EDI file governance. Strong analytical background in data validation, reconciliation, SQL reporting, and operational performance management.

Proven leader in SLA delivery, escalation management, and process optimization within global HR service environments.

Benefits Operations Manager - Wipro HR Services India Private Limited - Gurgaon, India

(2018-05)

Lead end-to-end US Health & Welfare benefits operations for two enterprise clients (40,000+ employees).

• Manage enrollment lifecycle including eligibility, life events, payroll integration, terminations, reinstatements, and coverage continuation.
• Coordinate with insurance carriers and vendors to manage EDI file transmissions, effective date updates, and plan placements.
• Perform large-scale data validation, reconciliation, and reporting analysis using SQL and internal systems (Advanced Table Editor).
• Ensure compliance with ERISA, IRS, ACA, and HIPAA regulations through structured documentation and audit controls.
• Support benefits configuration, plan setup, and annual Open Enrollment activities.
• Monitor SLAs, manage escalations, and resolve complex participant and client issues.
• Develop dashboards and analytical reports to identify trends, reduce errors, and improve operational efficiency.

Senior Executive – Escalation Desk - Aegis Customer Support Services Pvt. Ltd. - Gurgaon

(2016-09 - 2018-04)

• Managed national-level customer escalations, ensured SLA compliance, and conducted root cause analysis to improve service performance.

Customer Care Executive - Concentrix (Amazon US Process) - Gurgaon

(2014-09 - 2015-10)

• Handled US customer queries related to orders, refunds, and payments while meeting performance metrics.

M.A. - English Literature - IGNOU (2021)

Bachelor of Arts - Tribhuvan University (2014)