Ashish Kundan has over 11 years of experience in operations management, process improvement, client servicing, and resource management. He currently works as an India Operations Manager at Aon Hewitt, where he leads a team and oversees all operational activities. Prior to this role, he held positions with increasing responsibility at Aon Hewitt over 7 years. Kundan has a strong track record of achieving growth objectives, maximizing efficiency, and resolving issues. He is skilled in managing teams, identifying improvement areas, and ensuring customer satisfaction.

1. Ashish Kundan
: Kundan.ashish@gmail.com
: (+91)-9999326815
: WZ-A88, School Road, Gali No 26, Uttam Nagar (East), New Delhi-110059
~HIGH IMPACT SENIOR MANAGEMENT PROFESSIONAL~
Operations Management / Process Improvement/ Client Servicing/Resource Management/ Training
***********************
Versatile, high-energy professional, successful in achieving company’s growth objectives within
turnaround & rapid changing environment
PROFILE SUMMARY
A result-oriented professional with nearly 11 years of experience in:
Operations Management Process Improvement Client Servicing
Project Management Transition Management Audits & Compliance
Team Management Performance appraisal Documentation
SOP Creation KYC Training
• Last position held with AON Hewitt, Gurgaon as India Operations Manager (IOM)-Defined
Contribution Services
• Used instincts, insight, judgment, and timing to succeed in Operations Management, focusing on
maximizing customer satisfaction, process compliance, etc. and Process Improvement initiatives to
achieve maximum efficiency in various operations
• Skilled in managing entire process operations with an aim to accomplish corporate plans and goals
successfully
• Expertise in identifying improvement areas and implementing measures to maximize customer satisfaction
level
• Demonstrated excellence in overseeing various functions entailing Service Level Maintenance, Absent
Management, Client Delivery, Resource development, Customer Service support, Retention,
Training, SOPs Management, etc.
• An effective communicator with strong leadership, decision making, analytical and problem solving
skills
CORE COMPETENCIES
• Framing work direction and plans for associates after thorough assessment of their capabilities
• Monitoring overall functioning of process & identifying improvement areas by implementing various adequate
measures to maximize customer satisfaction level
• Overseeing complete operations related activities in coordination with internal & external department
• Planning & executing various assignments with a flair for adopting modern methodologies; coordinating for
project activities and preparing specifications with clients
• Ensuring smooth transition from current to future business operations by transforming necessary processes,
tools & environment from the ‘present’ to the agreed ‘future’ state
• Attending & conducting audits, evaluating internal control systems with a view to highlight shortcomings and
incorporating recommendations of auditors in existing process as per standard norms
• Mentoring and training team members to ensure operational efficiency
• Designing reporting formats to provide accurate information in a clear and concise manner
• Creating & sustaining a dynamic environment that fosters development opportunities and motivates high
performance amongst the team members
• Updating the Call Flows to help the customer service associates based on repetitive calls. Listening the calls to
monitor the accuracy of information provided by the customer service associates and providing feedback
accordingly.
WORK EXPERIENCE
From Feb’10 to 12th
September 2016 with AON Hewitt Associates India Pvt Ltd.
Growth Path / Deputation:
Feb’10-March’13: Benefit Operations Administrator (Business Analyst)
April’13- Sept’14: Experienced Benefit Operations Administrator (Senior Analyst)
Oct’14-: India Operations Manager (IOM)-Defined Contribution Services
Role:

2. • Leading a team of Associates and monitoring their various functions related to transport issue, progression,
appraisal, attendance, leave management,
• Conducting 1-0-1 sessions for the associates and Team Meetings to analyse the Gap and work on training
needs for their progression.
• Looking after complete operational activities on daily basis as per company’s guidelines / procedures for
business growth & excellence
• Resolving various issues / questions of Shared Service, Technology Team, Benefits Centre (Customer Service
group), Processing Group, Vendor, Client, etc.
• Overseeing complete Client operations for team and ensuring their staffing needs
• Coordinating with US Team for transitioning activities through change, work order, etc.
• Carrying out internal audits activities for DC related payment in coordination with several teams
• Handing several projects on quarterly basis related to generation of DC fund statement for various participants
in coordination with various groups like Fulfilment Centre, HFS, Technology Team, etc.
• Interfacing with group like Benefit Service Centre (Customer Service Group) & Technology for
calculation and posting of company’s payroll contribution on quarterly basis for various participants
• Providing complete support to DPSS, Benefit Service Centre, etc. for staffing, scheduling requirements,
performance reporting, etc.
• Assessing several postings like staffing, seating, etc. in coordination with USA & India Manager by
using SharePoint
• Developing various reports by using Cognos Reporting Tool to perform trending analysis activities on
monthly basis for CDG workflow, closure, SLAs, etc.
• Serving as Owner of Standard Operating Procedures (SOP) for several processing associates and clients.
• Accountable for delivering assistance related to:
o Yearly individual tax return, correction, adjustment, annual 1099R/W2/W8/W9 form series, etc. to various
participants
o Required Minimum Distribution (RMDs), Hardship, Loans and Withdrawals.
o Making sure that Payroll related deductions are accurately sent to the payroll team and payroll deductions
are posted accurately within the TAT to meet the SLA.
Highlights:
• Holds the merit of receiving:
o Benefit Wizard Award in Dec’11
o Received Gold Award for Client Value in 2nd
quarter in 2013
o Received Gold Award for Client Execution in 4th quarter in 2014
o Benefit Wizard Award in June’16
• Played a key role in transitioning of Core Client facing works from North America and executing the
same in 3 several locations like Noida, Gurgaon & Chennai throughout the tenure
• Significantly contributed in acquiring higher margins in professional service by introducing new service
standards & process like Annual Audit, Client Billable Requests
• Skilfully executed various innovative process exercise through process automation and reduced the
costs by 20%
• Effectually provided complex defined contribution data to various 3rd
party audit teams like SAS 70 audits
organized by Deloitte, etc.
• Secured several certificates such as Successful Implementation of new Client, Contract Renewal,
topping the Table for highest customer satisfaction, Workflow Reduction Plan, etc.
• Successfully completed Shared Service Hardship Workflow Reduction Project and reduced workflow
queries rate by 15%-20% in 2012
• Distinction of working on various assignments like DC Backup Planning Projects, etc. and submitting
updates related to the same on weekly basis to Leadership Team.
• Attained various Thank You Cards from several Associates, Managers, etc.
PREVIOUS EXPERIENCE
• May’08 to Jan’10 worked as a Database Researcher (Background Screening) at Kroll Associates
India Private Limited, Gurgaon.
• Nov’07 to April’08 worked as a Credit Card Fraud Analyst at Quatrro Analytics and Risk
Management.
• June’06 to Oct’07 worked as a Team Member at BA Continuum Solutions Pvt. Ltd. (A non-
subsidiary of Bank of America).
• Sept’05 to May’06 worked as a Customer Service Associate (Temp. Profile) with IBM Daksh for
Amazon.com & United Airlines.

3. TRAININGS
• Successfully attended trainings on:
o Resolved Users grievances and misunderstandings.
o Worked for the NPS (net promoter Score) which resulted Client Satisfaction.
o Ensure adherence to quality and deadlines of deliverables.
o Organizing team hurdles.
o Dealing with Escalation calls and mails from the client and customers and giving feedback to the agents.
o Analyzing the process and eliminating unnecessary procedure in the existing process at the client’s and
o Organization’s end. Reviewing service levels, quality scores and CSAT scores and providing report to the
clients and company.
o Monitoring the team and guiding them for perfection in process operations.
o Motivating the team members and training them to achieve high level of customer satisfaction.
o Providing feedback to the team regarding their performances / training and also specifying the areas of
improvement.
o Setting up target, & SLA.
EDUCATION
• BBA from Shillong Engineering & Management College, Shillong, Meghalaya in 2004
• PGDBA (HR) through correspondence from Symbiosis Center for Distance Learning in 2012.
IT SKILLS
• Well versed with:
o MS Office and Internet Applications
o MS Visio
o SQL Query writing.
o ADB2 Tables and Mainframe Applications
o Cognos Reporting Tool and Lotus/Outlook E-mail Applications
o 6 Sigma Green Belt Certification received from IBM Daksh
o 5 Why tool.
PERSONAL DETAILS
Date of Birth: 07rd
Dec 1981
Languages Known: English & Hindi