Sandeep Desai

About Sandeep Desai

Thanks for visiting my profile page. You can contact me at s••••••••@gmail.com! Serving customers, clients, members and stakeholders with humility, trust and a smile is my passion. They look for my leadership in service operations for positive outcomes. With my dedication and unwavering commitment, they know I have played a role in their success with sparkling work products delivered every single time! As a systems integration leader of sorts, I work on service transformation strategic initiatives with value-based projects portfolio management approach to differentiate, engage and win customer loyalty. I lead my staff to experiment, build and scale solutions with agility for systems that include applications, infrastructure, equipment, workflow, processes, procedures, tools and user training. I listen, consult, collaborate and assist stakeholders across the enterprise including sales, compliance and technology to build initiatives roadmap. I break complexity and assist to ideate and build business case for initiatives. I focus on execution of prioritized initiatives with tactical plans. Business operational readiness and communications are central to my effort. I manage elements of change, such as vision, resources, skills and action plans. I address change incentive questions, such as “What is in it for me?” via direct email communications, connection sessions and roadshows in order to manage emotions that come with change. I encourage and inspire my staff to work with LEAN continuous improvement mindset. I ensure solutions delivered are fit for purpose and they function seamlessly without operational issues. I support validation of enhancements, releases and resolution of service inquiries and incidents, to limit escalations, making systems more efficient and stable. I have scaled solutions to enhance customer satisfaction & increase operational benefits. My stakeholders know me as a problem solver and a people-centric passionate leader with strong organizational skills and excellent attention to detail. My colleagues know me for effective communication and analytical skills applying data driven insights. My staff values me as a coach and their fiduciary, keeping their interest first and enabling their success for an overall team success. They appreciate me for being available when they need my guidance and support. My mentor recognizes me for outstanding work product and values me as a professional with integrity and as one with an infectious enthusiasm and who understands, values and works well in a collaborative team environment.

Experience

1. Sr Manager, Business Systems & Service Programs

   Blue Cross NC

   Dec 2019 — Present · Durham, NC, US

   Promotional role where I was directly responsible for stability of systems providing 24x7x365 support for service applications with focus on continuous value delivery to stakeholders. Supported Annual Enrollment (AEP) onboarding for member plans and benefits. Led prioritization and provided execution oversight of service initiatives. Led effort to track actions related to compliance, audit and legal time sensitive requests. Identified contentious issues and encouraged staff to utilize knowledge and facts to steer stakeholders towards outcomes. Managed growth and development of personnel with career development, performance management and succession planning. Second line manager of 30 staff members comprising of business systems analysts, program managers, technical service advisor and communications specialist. Key outcomes By applying thought leadership with problem solving and by proactive collaboration with enterprise (IT, Learning, Data Engineering) teams, I ensured seamless reporting development and transition of (120) metrics and (18) priorities that were show-stoppers from compliance standpoint for Genesys cloud implementation. Recognized by Quality Assurance leadership for mitigating compliance (NCQA) risk related to member after-hours call back during AEP. Partnered with Salesforce COE to simply access to (17) systems with a single sign-on feature resulting in improved member experience. Partnered with NeuroLeadership Institute to develop Blue Cross NC “Living our Values – Think Data” webinar for all employees demonstrating how one can address bias to make informed decisions with effective collaboration. Scaled outbound calling campaigns for customer outreach partnering with enterprise Drivers of Health team for “Food is Medicine” research study. With a continuous improvement mindset, drove system efficiencies to reduce (185) person hours of manual effort resulting in closure of (14,448) service requests limiting compliance exposure.

Education

• National Institute of Construction Management & Research (NICMAR)

  Master's degree, Business (Construction) Management

• Malaviya National Institute of Technology Jaipur

  Bachelor's degree, Civil Engineering