Sandeep Kumar
Operations Manager
Iloilo City, Province of Iloilo
Summary
Healthcare operations leader with expertise in revenue cycle management, operational excellence, and workforce development. Proven ability to improve financial performance, streamline operations, and lead 1–4 growth and transformation initiatives.
Overview
3
3
Languages
9
9
Certifications
26
26
years of professional experience
Work History
Operations Manager
Kack RCM
12.2025 - Current
- Accurately analysed patient accounts, insurance claims, and payment records.
- Developed and conducted training sessions for new team members, improving team efficiency by 15%.
- Managed patients' financial data, maintaining a 99% accuracy rate in data reporting.
- Coordinated with insurance agencies to expedite the claims process.
- Implemented a new system for tracking overdue accounts, reducing payment delays by 30%.
- Analysed payer trends to reduce denials by 15%.
- Generated monthly reports, improving decision-making for top executives.
- Optimised coding processes to prevent delays in claim approval.
- Led, managed, and developed Team Leaders, fostering operational excellence, sustaining employee engagement, and initiating continuous process improvements.
- Developed comprehensive programme management strategies to deliver superior client, employee, and shareholder outcomes.
Senior Operations Manager
Concentrix Services Corporation
03.2022 - 11.2022
- Exceeded business objectives and consistently achieved all financial and operational KPIs, driving overall programme success.
- Conducted performance reviews and provided constructive feedback, fostering a culture of continuous improvement.
- Managed organisational resources to meet administrative and operational needs whilst adhering to budgetary guidelines and meeting quality and schedule demands.
- Coordinated regular team meetings to discuss priorities and outstanding tasks, maintaining efficient operations.
- Led multi-disciplinary teams across various departments to optimise operational efficiency and productivity.
Site Director
Fair Trade Outsourcing
07.2018 - 05.2020
- Provided dynamic leadership across 3 sites (Iloilo, Davao, Bacolod), guiding Operations Managers to consistently achieve client program KPIs and revenue objectives.
- Directed strategic initiatives impacting volume, staffing, and operational efficiency, serving as a subject matter expert in defining and executing site strategies.
- Oversaw financial performance, including attendance, headcount, attrition, compensation, and billing, while participating in the preparation and monitoring of annual capital and operational budgets.
- Maintained robust internal Quality Assurance programs, ensuring continuous improvement and consistent adherence to client expectations.
Department Head for Operations, Training and Quality
Hinduja Global Solutions
06.2016 - 07.2018
- Managed 140 agents and 8 team leaders across 4 lines of business, generating $2 Million in annual revenue by minimizing loss and improving efficiency.
- Reduced attrition to 1.7% per month (against a corporate goal of 7%) by fostering employee engagement and implementing a detailed corrective counseling program.
- Achieved an annualized turnover rate of 32% by optimizing team performance and engagement strategies.
- Implemented a voluntary time-off program that maintained voice service levels within a 1% variance, resulting in significant cost reduction.
- Established a cross-pooling initiative that increased weekly revenue by $10k-15k.
Operations Manager / KT Lead - Contact Center
IBM Global Process Services
04.2010 - 06.2016
- Successfully launched the first Contact Center for Rio Tinto, capable of handling 25,000 employees for Rio Tinto Australia and 450 for Rio Tinto EMEA (UK and France).
- Led the Transition Team for Contact Center and Case Management in Brisbane (Australia) and Budapest (Hungary), ensuring seamless operational transfers.
- Contributed to the creation of a comprehensive Knowledge Base (KB) for the Contact Center, enhancing operational efficiency and consistency.
- Generated and analyzed CSAT reports using Cognos and Kenexa to identify and drive areas of improvement, directly impacting customer satisfaction.
Senior Customer Care Specialist - Contact Center
IBM-Daksh Services Private Ltd
12.2000 - 09.2003
- Managed diverse customer inquiries, complaints, and service requests, consistently providing best-option solutions and repairing customer trust.
- Awarded "Quality Silver Crowns" three times for providing exceptional customer service.
- Recognized as "Top Gun" for achieving top quality and demonstrating the best product knowledge across the entire project.
- Instrumental in creating the standard response library, enhancing efficiency and consistency in customer service interactions.
Education
Bachelor of Commerce -
University of Delhi
New Delhi 05.2001 -
Commercial Pilot License -
Civil Aviation Authority of The Philippines (CAAP)
Skills
- Operations management
- Staff management
- Strategic business planning
- Budget development
- Quality control
- Risk management
- Change management
- KPI development
- Budget forecasting
- Transition management
- Revenue cycle management
- Data analysis
- Customer relations
- People management
- Process mapping
- Governance framework
Certification
Certified Lean Six Sigma (Yellow Belt)
Timeline
Operations Manager
Kack RCM
12.2025 - Current
Senior Operations Manager
Concentrix Services Corporation
03.2022 - 11.2022
Site Director
Fair Trade Outsourcing
07.2018 - 05.2020
Department Head for Operations, Training and Quality
Hinduja Global Solutions
06.2016 - 07.2018
Operations Manager / KT Lead - Contact Center
IBM Global Process Services
04.2010 - 06.2016
Bachelor of Commerce -
University of Delhi
05.2001 -
Senior Customer Care Specialist - Contact Center
IBM-Daksh Services Private Ltd
12.2000 - 09.2003
Commercial Pilot License -
Civil Aviation Authority of The Philippines (CAAP)