Kailash Kaushik

• Leading a team of Benefits Specialists focusing on service excellence, client retention, associate development, and engagement.
  • Managing daily operation of all benefit activities and monitor key performance indicators to assess team performance.
  • Develop training plans and identified Subject Matter Experts within the department to support associates.
  • Partner with internal business partners to ensure a diverse and inclusive workforce through recruitment.
  • Engage with internal and external partners, such as vendors, HR, Finance, Legal, and C-Suite leaders to resolve escalations and business challenges.
  • Partner with sales and retention partners to demonstrate the value of services to existing and potential clients.
• Manage the day-to-day operations of both EDI implementation and service teams along with active involvement in product support across multiple platforms supporting 12k+ EDI files.
• Establish and maintain relationships with carrier and broker partners and ensure compliance standards are upheld for 834 and proprietary file types as well as HIPPA, COBRA, SOC1, and LIMRA regulations.

An excerpt from the tenure includes the following highlights:

• Attained 93.3% NPS score in the region against a target of 90%, indicating exceptional client satisfaction and retention.
• Attained 100% Engagement scores for two consecutive quarters in FY25 indicating high levels employee engagement.

• Company Overview: Exela is a location-agnostic global BPA leader combining industry-specific and multi-industry enterprise software and solutions with decades of experience.
• Manage the entire recruiting life-cycle, actively participating in all recruiting related activities.
• Collaborate with hiring managers and business partners to anticipate and meet evolving hiring needs.
• Track and report key recruitment metrics.
• Organize and conduct audits in applicant tracking system to ensure compliance.
• Determine and implement strategic candidate selection strategies.
• Facilitate and lead meetings and key initiatives with recruiting team and stakeholders.

• Handling a team of 23 Full time employees and motivating team performance.
• Team roster and attendance management and preparation of Daily, Weekly and Monthly work dashboards.
• Preparation of High Level work dashboards.
• Call Monitoring and feedback with One to one monthly performance discussions with team members.
• Collating monthly Performance Incentive Payout scores based on the Key Result Area targets.
• Discussion of process updates in daily team huddles and driving process improvement initiatives.
• Monthly audits pertaining to Information Security, Compliance & Process Adherence.

• Completed a Lean Project on Claim life cycle Reduction for our Australian based General Insurance client in Sept.
• Traveled to the UK for a period of 3 weeks in October 2016 as a part of Scoping Assignment for a prospective Client to identify offshore opportunities based on process study.
• High dollar value claim reviews to increase demands.
• Dormant claim reviews to optimize claim life cycle and reduce claim costs.
• Strategic recovery from third party insurance companies to increase recovery.
• Reviewing Standard operating procedures and identifying process gaps.

• Preparation of Daily, Weekly and Monthly work dashboards.
• Call Monitoring and feedback.
• Discussion of process updates in daily team huddles.
• Driving process improvement initiatives.
• Monthly audits pertaining to, Compliance & Process Adherence.
• Motivating team performance.

• Training new employees on end to end Insurance Claims Process.
• Training on the usage of various client based Citrix and Mainframe systems to process Motor Accident Claims.
• Impart scenario based training with the help of Process Maps (Flow Charts).
• Devising action plans for employees particularly focusing on areas of improvement.
• Cross training existing employees on various client based production systems.
• Effectively giving feedback on Voice and Accent, Grammar and Soft Skills.
• Curbing attrition during training and post Go-Live.

• Claims management for single vehicle accident claims.
• Managing customer reimbursements and process payment as per policy coverage.
• Timely follow up with Auto garage vendor to ensure timely repairs and manage customer experience and improve customer satisfaction.
• Excess collection and claim closure.
• Working towards individual and team targets.