1. Varun Kumar
A-6 Surya Vihar, Gurgaon
9810326030 varunkumar40@yahoo.co.in
Professional Synopsis
• 11+ years of experience in Process Management, Operations Management, Client SLA
Management, Data Management
• Individual contributor currently responsible for handling the MIS operations of Actuarial and
data team
Proficiency Forte
A. Operations Management: Forecasting workload and scheduling staff to meet anticipated
workload within scheduled turnaround time thereby enhancing efficiency. Interacting with clients
through e-mails and daily Conference Calls to review and resolve operational issues as well as
implementing new process & procedure changes. Establishing processes in line with organizational
vision and strategic vision. Conceptualizing, implementing & stabilizing initiatives to standardize
processes and uniformly implementing best practices across the organization.
B. Process Management: Monitoring overall functioning of processes, identifying improvement
areas and implementing adequate measures to maximize customer satisfaction level. Creating &
implementing workflows to facilitate improvements by identifying service delivery gaps, offer
solutions and successfully implement ideas to enhance products and services. Responsible for
managing operations & spearheading teams for excelling business targets & service delivery
metrics. Conceiving/rewarding continuous improvement initiatives and ensuring seamless
integration into the Production environment.
C. Client Relationship Management: Developing new clients and adding them to the existing
client list. Providing value added customer service to customers, giving information regarding
various services and products offered and escalating satisfaction levels. Monitoring the overall
functioning of processes, identifying improvement areas and implementing adequate measures to
maximize customer satisfaction level.
D. Data Management: Developing and maintaining MIS for new or existing processes. Identifying
and incorporating new ways to enhance MIS for smooth running of the business. Preparing
instructional content and effectively utilizing technology for effective delivery as per business
requirements. Analysis of data and reporting the metrics on a periodic basis. Participate in cross
functional meetings to resolve recurring customer issues.
Professional Experience
AON Services India Pvt. Ltd. Jul’04 - Jun’15 (11yrs)
Assistant Manager (Retirement) Promoted since April’2009
Retirement and Financial Management process helps employers to create and manage retirement
programs to maximize the return on their benefit investments, maintain competitive advantage, and
preserve shareholder value. It deals with Actuarial Database management system (ADMS). The
process deals in Retirements Benefit plans & Risk management, Reconciliation, Analytical & Research
work & in sorting the database for Actuaries. The process is the backend wing of Consulting.
My Responsibilities include:
MIS Operations
• Provide support and maintenance to the existing management information system (MIS)
• Generate and distribute management reports in accurate and timely manner
• Develops MIS documentation to allow for smooth operations and easy maintenance system
• Provide recommendations to update current MIS to improve reporting efficiency and
consistency
• Perform data analysis for generating report on periodic basis
• Develop MIS system for customer management and internal communication
• Generate both periodic and adhoc reports as needed

2. • Understand customer problems and provide appropriate technical solutions
• Analyze business information to identify process improvements for increasing business
efficiency and effectiveness
• Participate in cross functional meetings to resolve recurring customer issues
• Provide customer support and assistance in issue troubleshooting and resolution
• Provide strong reporting and analytical information support to management team
• Calculated teams & individual utilization for entire unit
• As a Process Trainer trained 2 batches of new hires on process skills
• Coached and mentored all TMs / BAs towards process knowledge enhancement
Process Management:
Involved in project planning from its inception till execution like defining the scope of the project,
timelines, cost analysis, risk management, controlling and regular monitoring of the project.
 Managed a team of 8 associates for their core deliverables to the client
 Identify the project team as per the skill sets required.
 Identify and manage project dependencies and criticality.
 Prepare business process reports for management and customers.
 Develop SLAs, Toll Gates & reporting Matrix along with onshore & quality Team
 Create process SOPs as per the process workflow
 Provide training programs on new processes as needed.
 Monitor and measure the benefits of post process implementation to ensure product quality,
efficiency, and improvement.
 Assist in promoting the implementation of best practices.
 Analyze operating data and statistics to identify opportunities, develop action plans, and
implement process improvements.
 Identify business process challenges by analyzing process data and metrics.
Major Projects:
Business Operational support- Have got the opportunity to provide operational support by handling
a team of 14 associates of Investment Consulting team in Bangalore. Process was under crisis of client
deliverables not met due to the non-existence of operational metrics. I worked there for six months
and have implemented various metrics with the support of quality and transition team. Some of the
highlights are:
• Work allocation tool
• Auditor Checklists
• Monthly Score Card
• Client Feedback Form
• C-SAT Forms
• Monthly Dashboards
• Root cause analysis
Quality Project - Worked on BPQMS Six Sigma project to streamline new process in terms of defining
SLAs. Have created complete metrics for a new actuarial process and get it signed by onshore
counterpart
Reporting and Analytics - Have created entire reporting for an actuarial team considering their core
deliverables. The same metrics was used later for reporting dashboards to the onshore and business
leaders.
Designed & Implemented Dashboard for CIBC (Canadian imperial bank of commerce)- Have created a
reporting mechanism for a Canada payroll process and get that implemented after signing off from
quality and onshore.
Achievements
• Gold Club Member under Quality Team by submitting maximum number of ideas in operations
in a year.
• Winner of Best BPQMS project (Quality Award) for streamlining the new process.
• HRO Innovation award (for leading the automation of the Audit System)

3. • Achieved Team Premier Award twice with the team for best Quality scores in the month.
• Achieved Champion Award for best scores in the team and submitting maximum Quests.
• Excellent VOCs (voice of client) received for Spotless Work numerous time.
• Got several awards like Star of the month, X-tra Miler, Team Premier & Synergy
Also served as a Business analyst and Team member before being promoted to the current
position.
Educational Qualification:
• Graduate from Chaudhary Charan Singh University (Meerut)
Professional Qualification
• Microsoft Certified Professional (MCP)
• Completed two-year Professional Diploma in Computers from NIIT
Personal Details
Date of Birth : 05th
July 1979
Language Known : English, Hindi
Marital Status : Married
Nationality : Indian
Hobbies : Traveling, Listening to Music