Vishal Khatri

A proactive problem-solver Leader with 20 years of experience in Operations Management, Talent Management, and Operations Excellence Proven ability to scale organizations through effective strategy formation, performance management, process automation implementation, and strategic talent planning. Expertise in Strategic Operations, Organization Culture development and Talent Development.

Certified Lean Six Sigma Black

Belt, PMP, ITIL4. Instrumental in building a start-up KPO US Healthcare business process including Software & Automation teams) from 10 employees to 600+, aligning Operations initiatives with organizational objectives to achieve significant efficiency gains.

Head Strategic Operations & Talent Management - EMPClaims Pvt Ltd - Ahmedabad, India

(2021-01)

Spearheading overall US Healthcare RCM People Operations with total of 600 employees globally across India & U.S. locations

• Increased leadership readiness by 35% by developing employees for leadership roles and high performance between 2021 and 2024
• Improved Performance Output by 25% in the last 12 months through strategic operations initiatives

Director Operations - EMPClaims - Ahmedabad, India

(2016-05 - 2021-03)

• Built Performance Evaluation frameworks aligned with Business priorities
• Identified Workflow Automation areas which has resulted in 30% of Operations digitalization in the last 2 years
• Augmented capacity utilization by 20% through optimizing workflows and cross-utilization of existing processes and people

Operations Manager - Advantmed - Ahmedabad, India

(2015-04 - 2016-05)

• Developed new and improved coaching mechanism across the centre using DIRECT feedback and GROW coaching models which yielded approx. 25% better outputs
• Led Performance Improvement Plans across the organization with a success rate of >60% in 2016
• Managed daily operations of Medical Coding teams delivering over 4000 charts a day with above 95% accuracy

Project Lead - Operations - E Tech Global - Baroda/Gandhinagar

(2009-09 - 2015-03)

• Directed Inbound Operations for Telecom & Mortgage, managing performance, and SOPs with team size of 120
• Led E Sat taskforce. Amplified E Sat rating from 78% to 92% b/w 2011 & 2013
• Assisted the Board in formulating policies around Performance Management

Assistant Manager - Operations - Indecomm Global Services - Bangalore

(2006-12 - 2009-02)

• Managed 120 FTEs for U.S. Telecom involving inbound customer service and sales.
• Maximized productivity & FCR and reduced AHT for 6 teams, improving team output by 20%

Team Leader - Operations - Aegis Global BPO - Bangalore

(2005-10 - 2006-11)

Team Leader - Operations - United Telecom Ltd - Bangalore

(2004-03 - 2005-09)

Customer Care Executive/ SME - EXL Service - Noida

(2003-03 - 2004-02)

Customer Service operations for U.K. General Insurance

PGDHRM - XLRI (2023-03 - 2024-12)

B.E. - Industrial Engineering & Management - Bangalore University (1995-01 - 1999-01)