Bodh Sagar

About Bodh Sagar

Creating Operational Excellence | Transforming Teams & Processes | Driving Strategic…

Experience

1. Senior Operations Manager

   Mercer

   Dec 2021 — Present · Gurugram, IN

   Roles & Responsibilities: In this role, I am Responsible for overseeing and leading the service delivery team of 80+ professionals within the ANZ Pension Admin and Defined Contributions domain, ensuring effective collaboration, team motivation, and performance management.Managing cross-functional teams across the policy lifecycle operations—including New policy enrolment, Money-in, Money-out, Claims and Pension administration—for ANZ Superannuation clients.I manage operations, identify operational inefficiencies, and develop strategies to streamline processes, enhance productivity, and reduce costs while maintaining service quality through monitoring key performance indicators (KPIs) to meet or exceed client expectations.• Conducting 5 Whys and root cause analysis to identify the underlying causes of issues of Internal / external errors, escalations and incidents reported by clients.• Conducting half yearly and yearly performance reviews to assess individual and team performanceKey Achievements:• Minimized defects through a LEAN Six-Sigma project: By applying robust data analysis and the DMAIC methodology—utilizing the 5 Whys and Pareto analysis - I empowered my team to achieve a remarkable 50% reduction in defects. This strategic approach enhanced quality, lowered rework costs, and significantly boosted client satisfaction.• Enhanced Operational Delivery: Through extensive data analysis, strategic leadership, and collaborative client engagement, I guided the team to elevate service level agreements (SLAs) from 92% to an impressive 98%, significantly boosting team productivity and operational excellence.