Open to opportunities

Vikash Saha

@vikashsaha

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Claims and operations leader driving LTC claims excellence and compliance.

India

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What I'm looking for

I seek a leadership role (Assistant Manager/Team Leader) focused on claims operations, process improvement, regulatory compliance, and mentoring teams to achieve SLAs and high settlement ratios.

I am a detail-oriented and results-driven Claims & Operations Leader with over 18 years' experience in insurance claims adjudication, customer service, and team management. I have proven expertise in Long-Term Care (LTC) claims, compliance adherence (including GDPR and data privacy), and performance optimization, consistently meeting SLA and settlement-ratio targets.

I have led cross-functional teams of up to 15 senior claim representatives, reduced turnaround times through process re-engineering, and maintained high settlement ratios and regulatory adherence. I seek to leverage my leadership, process-improvement skills, and regulatory knowledge in an Assistant Manager or Team Leader role to drive operational excellence and superior customer outcomes.

Experience

Work history, roles, and key accomplishments

Lead Claim Manager

Genworth Financial

Jun 2021 - Jul 2025 (4 years 1 month)

Led end-to-end adjudication of U.S. Long-Term Care (LTC) claims, improving turnaround time by 18% and maintaining a 97% settlement ratio with re-open cases below 2%. Managed and mentored a team of 15 senior claim representatives and ensured 100% regulatory compliance through audits.

Team Leadership SLA Management Regulatory Compliance Claims Management MS Excel

Customer Relationship Manager

Tech Mahindra

Nov 2017 - Oct 2020 (2 years 11 months)

Delivered high-volume customer support for Vodafone Australia, retaining over 85% of customers facing termination and reducing query turnaround time by 30% through proactive issue resolution.

Customer Retention Escalation Management Billing Support CRM Tools Issue Tracking Customer Experience

Senior CSR

Serco

Dec 2014 - Nov 2017 (2 years 11 months)

Supported UK Barclays customers across banking products, improving first-contact resolution by 15% and ensuring GDPR-compliant account handling for sensitive queries.

GDPR Compliance First Contact Resolutions Customer Service Communication Quality Assurance

Process-in-Charge

ExcellenceTech

Sep 2008 - Oct 2014 (6 years 1 month)

Managed pre- and post-sales support for U.S. e-commerce clients, optimizing processes to reduce billing errors by 25% and implementing on-page SEO that increased website traffic 20–30% in three months.

Process Optimization SEO Invoice Management Customer Support Performance Improvement

Senior Customer Support Rep

Limtex Infotech

Apr 2007 - Mar 2008 (11 months)

Handled U.S. business listings and billing queries achieving 95% first-interaction resolution and maintaining 100% data accuracy, earning a Gold Award for complaint resolution.

Customer Support Billing Account Management Documentation Client Communication