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Mugundan Balaraman

@mugundanbalaraman

Service Delivery Manager at Cognizant leading a 450+ FTE US Healthcare portfolio and generating ~$60K in incremental revenue.

India

Message

At Cognizant Technology Solutions Pvt Ltd, I lead end-to-end service delivery for a US Healthcare portfolio with 450+ FTEs across multiple lines of business. I own P&L governance and generated approximately $60K in incremental revenue through productivity optimization.

At Accenture Solutions Pvt Ltd, I managed healthcare and banking operations, including a 200+ FTE multi-location team and a 100+ FTE lending team. I turned around underperforming operations, eliminated $45K in penalties through quality improvements, and reduced lending turnaround time from 90 minutes to 30 minutes.

Experience

Work history, roles, and key accomplishments

Current

Service Delivery Manager

Current

Cognizant Technology Solutions Pvt Ltd

Jan 2024 - Present (2 years 10 months)

Lead end-to-end service delivery for a US Healthcare portfolio with 450+ FTEs across multiple LOBs. Accountable for SLA adherence, KPI governance, service stability, and client satisfaction.

SLA Management KPI Governance Client Management P&L management Financial Governance Revenue Forecasting MIS Dashboards Excel PowerPoint FMEA Risk Management Workforce Planning Attrition Management Service Improvement Planning

Operations Manager

Accenture Solutions Pvt Ltd

Oct 2008 - Dec 2023 (15 years 2 months)

Managed multi-location teams of 200+ FTEs in US Healthcare and 100+ FTEs in Banking Lending Services, achieving 100% SLA compliance and driving operational turnarounds. Led automation initiatives and financial governance, generating significant incremental revenue and cost savings.

Operations Management SLA Compliance KPI Governance P&L management Financial Analysis Vendor Governance Process Improvement FMEA RPN Automation Robotic Process Automation Lean Turnaround Time (TAT) Reduction Workforce Planning PMO MIS Reporting Excel PowerPoint

Process Executive

String Real Estate Information Services

May 2007 - Oct 2008 (1 year 5 months)

Quality Reviewer for Search & Examination and Commitment Reports in Residential Mortgage Services. Contributed to process improvement initiatives and new product documentation.

Quality Review Residential Mortgages Process Improvement Documentation