Shaji B

Shaji B Coimbatore Mob: - Email:- Seeking middle to senior level assignments in Process and Operations Management where my acquired knowledge and skills can be utilized for organizational growth and profitability. A competent professional with a total of 26 years of experience, with 12 years of experience in management positions handling multi-discipline teams and business partners across different geographies, with expertise in critical project implementation and management. Professional Summary o o o o o o o o o Customer business and relationship management. Process management. Team management. Experience in handling one of the branches of NTS. Business partner (vendor) management Demonstrated experience in go-live and implementation of new business clients and on-boarding new staff. Considerable experience in development and on-boarding of new business partners and managing business relationship. Managed business with average monthly revenue ranging between 0.5 and 0.6 million US dollars. Acumen to adapt new technology. Work Experience Worked as Senior Process Executive in Cognizant Technology Solutions India Pvt Ltd from July 1, 2023 to April 11, 2025.      Independence/submitting scribed documents directly in 2 different EHRs for 5 providers. Proficient in EHRs including EPIC, NextGen, EClinicalWorks, TouchWorks. Consistently delivering 35 hours of audio monthly with quality above 98% consistently in post audit and RTF of 2.45. Received appreciation from 2 providers on the quality of the documents. Received a rating of 3 for 2024. Worked as Quality Document Specialist in Nuance India Pvt Ltd from September 12, 2022 to June 30, 2023. o o o o Independence in 5 providers. Meeting/exceeding monthly goal expectations. Quality above 98% consistently in post audit. Managed an account with 5 providers and 9 QDS to help the manager from the day account onboarded. Worked as Medical Scribe Trainee in Aquity Solutions India Private Limited from March 11, 2022 to July 9, 2022 o o Cleared Aquity Scribe Training Successfully on May 21, 2022. Underwent production training. Worked as Quality Analyst in Medical Records at NELTNER Business Services Pvt Ltd from November 19, 2018 to February 28, 2022. o o o o o o o o o Auditing medical records delivered from first level team and subeditors. Preparing summary of court depositions. QCing summary of medical records for independent medical evaluation (IME) done by reviewers. Ensuring 98-99% accuracy with regards to client expectation. Providing feedback manually as well as through comparing reviewers version of document versus audited document to ensure quality improves at their level. Providing Quality Manager quality analysis form of the team members audited on a regular basis to help analysis how the overall performance of them team with respect to quality is trending. Conducting review meeting with team members to outline common errors being committed by the team and how to avoid those errors. Preparing account specification for accounts and provide the same to team managers to circulate to team. Ensuring team managers/account deadline on TAT is met as Quality Analyst is the last point of job delivery in terms of quality. Worked as Operations Manager, Nuance Transcription Services India Limited (NTS), Chennai till September 15, 2017 (A Subsidiary of Nuance Communications Inc.) with roles and responsibilities as below: Business Management: o Managing a team of 50 medical language specialists (medical transcription). o Monitoring and ensuring maintenance of customer SLAs in terms of TAT and Quality benchmarks. o Preparing performance matrix reports to apprise Senior Management, Client Operations Managers and other stakeholders of weekly and monthly performance level and assist in critical decision making. o Assessing customer feedbacks, analysing areas of improvement, devising action plans and sharing with internal (employee) and external clients. Processes: o Responsible for mentoring and charting development programs for direct reports. o Work closely with customers and onshore teams for new project implementations and go-lives. Establish plans for new projects and assign appropriate owners. o Work with Quality Analytics teams for special audits on critical customers for quality improvement. o Responsible for final level of interviewing for new recruitments. o Conduct meetings, WebEx, and conference calls for internal and global teams and customers. o Bid for new business volumes and projects through internally established processes. o Attendance management for direct reports. Worked as Unit Head, Nuance Transcription Services India Limited (NTS), Chennai (A Subsidiary of Nuance Communications Inc.) -) with roles and responsibilities as below: o o o o o Managed 6 team managers and 180 team members who worked out of office, both day and night shift. Manage multiple business partners with total strength of vendor-based employee ranging between 300 and 400. Responsible for entire operations of the branch, daily activities, overseeing housekeeping, branch needs, HR, recruitment. Prepare and report performance accounts to Senior Branch Head and CEO. Conduct periodic reviews and online/WebEx meetings with vendors and on-site visits of vendor located at different cities in India as needed. o Work closely with the business partner management to oversee implementation and adherence to Nuance best business practices and conduct regular audits with help of business audit teams. Worked as Team Manager and Sr. Team Manager, Transcription, Nuance Transcription Services India Limited (NTS), Chennai (A Subsidiary of Nuance Communications Inc.) (2006-07) with roles and responsibilities as below: Team Management: o Handle office-based and home-based employees with average head count 35-40. o Handle home-based independent contractors. o Responsible for on-boarding new team members that includes software-platform training, training on quality processes, attendance process, etc. o Tracking of team member performance through structured reporting tools. o Conduct weekly and monthly meetings with team members for general work reviews, sharing organization updates and conduct team building and bonding activities. o Assist in conflict resolution activity for team members along with HR. o Conduct monthly appraisals and provide performance feedback to team members and take their feedback to complete the process. Customer Management: o Responsible for 100% work execution of the customers assigned to the team and ensuring the contracted SLAs are achieved. o Monitor and track work-flow with assistance of work-floor management team. o Conduct teleconference and WebEx meetings with customers. o Analyze client feedback and concerns and develop and implement action-plans for quick resolution. o Prepare and report customer performance accounts to reporting Manager and Director. Worked as Quality Controller and SWAT (2005-06), at FocusMT India Pvt Ltd, Chennai with roles and responsibilities as below: o o o o o Responsible for control quality of work released to customer. In-house training and mentoring of Medical Language Specialists. Customer feedback analysis and implementing plan of action for improvement and maintenance of TAT and Quality. Responsible for the end-to-end management of unit office businesses including new talent recruitment, office administration, coordinate activities between different inter-office departments, etc. Prepare and present weekly and monthly business reports to HR and Operations Director. Independent Medical Transcriber (2003-05) at FocusMT India Pvt Ltd, Bangalore: o Worked in FocusMT (from 2003-05) as Independent Medical Transcriber Experience at Netrascribe Private Ltd., -): o Worked as Training Executive for six months. o Worked in Production Department as Medical Transcriptionist, Quality Analyst and Transcription Center Supervisor till 2003. o Responsibilities included pre and post-delivery audits, work-flow management, new talent training, provide feedback on quality errors, and prepare and present daily report to department head. Assistant – Accounts and Correspondence o o Worked in Transport Corporation of India, Bhubaneswar from 15 Jan 1997 to 05 Feb 1999. Job also includes Computer entry of accounts, CBS, Correspondence to TCI branches and client. Direct Sales Executive o o Worked in Nafia Care, Royapettah, Chennai as Sales Executive in 1996. Worked in an American Company as direct sales executive for 3 months. Technical Skills / Training / Significant Accomplishments           BBA Business Administration from University of Madras. Pursuing MBA in Hospital Administration (Second year) from University of Madras. PGDCA from Softech Academy, Bhubaneswar Attended ISO 9001:2015 certification course. Completed upskilling courses including written communication, personal effectiveness, effective communication, execution excellence, build collaboration relations. Completed: Executive Briefing: Artificial Intelligence (AI) + ChatGPT Completed 16 hours of scrum master level I training. Current learning - Six Sigma: Certified Lean Six Sigma Yellow Belt Completed Project in Nuance: Quality comparison and Investigation of Cheating being committed by QC/QA personnel to augment their earning. Successfully transitioned businesses from onshore (USA) to offshore (India). Interests   Hockey player and Chess player at School. Participated and captained school team at district level Hockey tournament. Favorite past-time includes analyzing weather. Personal Details   Date of Birth: 18 November, 1975 Languages Known: English, Tamil, Malayalam, and Hindi Linkedin https://www.linkedin.com/in/shaji-b-3a-/