Vicky Thakur

Benefits Operations Manager with 13+ years of comprehensive expertise in US Health & Welfare (H&W) administration, retirement plans, and complex claims adjudication. Proven track record of managing macro-level service delivery and high-stakes stakeholder relationships for marquee Fortune 500 clients, including Goldman Sachs, KeyCorp, Warner Bros, and Prudential. Expert in governing operational SLAs/KPIs, mitigating delivery risks, and partnering with cross-functional global teams to automate workflows and optimise client satisfaction.

Benefits Operations Manager - WIPRO LTD - Noida

(2022-09 - 2026-06)

Manage administration of US employee benefit programs, including health & welfare, leave programs, retirement plans, and other employer-sponsored benefits.

• Governed end to end data processing, audits, mass uploads, vendor file feeds, and issue resolutions.
• Ensure accuracy and compliance across benefits transactions, documentation, and governance controls
• Collaborate with vendors, payroll, compensation, and HR teams for seamless benefits operations
• Respond to complex or escalated benefits queries and support audits, regulatory reporting, and documentation.
• Monitor process performance, identify gaps, and drive continuous improvement in benefits data workflows
• Provide guidance, training, and quality oversight to junior team members
• Support transition, automation, and system enhancement initiative
• Own overall performance of the team and ensure delivery of agreed client outcomes.
• Consistently meet or exceed internal and client Service Level Agreements (SLAs).
• Drive high standards of service delivery through effective planning, execution, and monitoring.
• Proactively manage risks, escalations, and mitigation plans to ensure uninterrupted delivery.
• Build a sustainable delivery model with a strong focus on quality, efficiency, and client satisfaction.
• Lead, coach, and develop team members to drive performance
• Responsible for auditing for ongoing process on the client.
• Responsible to lead and drive client facing mails and project on time within threshold with timely updates to stakeholder.
• Ensure on time, high quality delivery of all ongoing work to plan sponsors and participants.
• Drive operational efficiency through process improvements and effective resource planning.
• Build strong client relationships and act as a trusted point of contact for clients and partners.
• Maintain regular and proactive communication with team of 7FTEs and leadership to keep them informed about project progress.
• Actively engage with global and regional independence team to implement any process changes, enhancement and improvement to ensure their expectations are met.
• Develop effective conflict resolution and escalation management strategies to address and resolve any issues or escalations promptly and professionally.
• Establish and monitor key performance indicators (KPIs) related to client management to ensure high standards of service delivery.
• Engage in reporting activities to support internal and external team's requirements.

Management Trainee - GENPACT INDIA PVT LTD

(2020-12 - 2022-09)

• Conduct quality audits and share feedback with resources.
• Drive Continuous Improvement – make recommendations and drive improvement
• Data analysis and creation of reports and presentations.
• Strengthen quality management process to improve quality delivery.
• Ensure data management for all results and be accessible without any delay.
• Participate in internal and external calibration to ensure consistent scoring and feedback delivery
• Monitor team members and able to provide mentorship whenever needed.
• Report building with the Internal & External partners.
• Ensure that the highest possible levels of customer service and delivered at all times.
• Determine accurate payments criteria for clearing pending claims based on defined Policy and Procedure.
• Validate Member, Provider and other Claims information.
• Scrutinising Medical Claims Documents and settlements.
• Continuously analyses on Claims products like- Disability, Wellness, Accident, Sickness Claims.
• Preparing SOPs and managing calls with onshore team.
• Organising and completing tasks per Assigned Priorities.
• Resolving complex situations following pre-established.
• Developing and maintaining a solid working knowledge of the Healthcare Insurance industry and of all Products, Services and Processes performed by the Team.
• Assisted leadership with critical tasks to optimise business continuity.

Senior Associate - R1 RCM Global Pvt Ltd

(2018-12 - 2020-12)

• Review medical records for completeness, accuracy, and timeliness.
• Organise and maintain the clinical databases
• Electronically record data with information technology systems.
• Find new ways to protect patient privacy in health care settings.
• Manage other staff members in healthcare information positions.
• Work with other health care staff to perform analysis of patient data.
• Report on patient data as part of studies and analysis.
• Performance coaching of team members along with production and quality standards.

Sr. Claim Associate - United Health Group

(2016-02 - 2018-09)

• Manage claim inventory and distributes workload to unit staff.
• Monitors employee quality /production so departmental standards are developed and met and/or exceeded; Updates this standards as necessary.
• Monitors turn-around time of claims processing on weekly basis, ensuring that performance standards are being met and/or exceeded. Inform Manager of status of work flow.
• Audits individual employee's daily production to identify areas which may need improvement; Reviews these scores with the employee not less frequently than bi-weekly.
• Coordinates training for all news existing personal on all aspects of job duties with claim trainer.
• Identify system problems and potential work flow issue; Inform Manager of issue(s) and potential solutions
• Continuously analyses, reviews, and attempts to streamline processes and workflows.
• Communicates with unit staff via weekly meetings to discuss changes to policies/ procedures, problem identification and resolution, and implementation of new processes.
• Researches and provides documentation to help resolve issues raised by administration and/or Providers in regard to claims or claims processing; Reviews with Managers
• Provides excellent customer service for Providers, Members and other external source.

Customer Service Representative - Wipro Ltd. - Noida

(2012-06 - 2013-07)

• Manage large amounts of incoming calls and generate sales lead.
• Identify and assess customers' needs to achieve satisfaction.
• Build sustainable relationships of trust though open and interactive communication.
• Provide accurate, valid and complete information by using the right methods/tools.
• Meet personal/customer service team sales targets and call handling quotas.
• Handle complaints, provide appropriate solutions and alternative within the time limits; Follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts and file documents.
• Follow communication procedures, guidelines and policies.

MBA - U.P.T.U. Lucknow (2016)

B.Com - B.R.A.BU. University (2009)

I.Com - B.I.E.C. (2006)

S.S.C - B.S.E.C. (2004)