Vivek Gupta has over 10 years of experience in benefits operations management and customer service roles. He currently works as a Benefits Operations Manager at Aon Hewitt, where he manages operations, processes, teams, and client projects. Prior to this, he held customer service roles at Citi Bank, Vodafone, and TCNS Technologies. He has received several performance awards for his work in benefits administration and client services.

1. VIVEK GUPTA
Mobile #: +91‐9999845684, +91‐8130144300 E‐mail: vivekgupta0130@gmail.com
OBJECTIVE ‐ A persistent endeavor to fulfill responsibilities with complete devotion and honesty. Moving
up the corporate ladder with strong leadership qualities, meeting set targets, challenges, taking up
responsibilities and is in the decision‐making position.
ORGANISATIONAL EXPERIENCE
AON HEWITT (September 23rd
2010 till date)
CURRENT DESIGNATION – Benefits Operations Manager (BOM) – Defined Benefits Services
Responsible for day‐to‐day operations, leading the business towards profitability, as per guidelines and
procedures of the organization and the client, mainly looking after all the operations related to Client
Service. Responsible to answer questions put up by Shared Services, Technology Team, Benefits Center,
Processing Group, Vendors, Fulfillment, and Client.
AREAS OF EXPERTISE
Process Management
 Deliver accurate and timely information to all clients and participants. Identify opportunities for
process improvements, with a focus to streamline, automate, and/or standardize processes.
Troubleshoot/resolve workflows/edits. Update standard operating procedures, and complete other
critical activities, such as manual processes and audits.
 Monitoring the functioning of Processes handled in compliance with predefined standards, identifying
improvement areas and implementing adequate measures to maximise client and participant
satisfaction levels.
 Transitioning works from North America and get it implemented in three facilities (Noida, Gurgaon and
Chennai) in India.
 Owner of Standard Operating procedures (SOPs) for Processing Associates and Client. Responsible to
update SOPs as and when required due to provisional or functionality change.
 Participating/Leading client status calls providing updates for the current projects in progress.
 Responsible for associates daily work and ensuring they don’t miss on any activity. Also assisting them
with questions/queries.
 Develops and maintains a comprehensive understanding of business processes and industry practices
pertaining to Benefits Administration.
 Analyses corresponding data to effectively recommend system procedure changes, enhancements,
development of functional specifications or interface opportunities.
 Develops and presents cost‐benefit analyses of proposed programs and makes specific
recommendations tied to the business goals of the domain and Company.
 Collects analyses and presents information pertaining to long‐term planning and strategic goals.
 Works on projects in strategy development, industry trends, competitive analysis, and company
positioning as it relates to Process Improvements.
 Providing domain training to associates and also share updates when received.
 Running regular reports to keep a check on the ongoing deliverables.
 Completing client performance scorecards every week and sharing with leadership.

2.  Conducting monthly audits and providing feedbacks.
 Effectively supervising scores through effective performance management, appropriate motivational
techniques and resource management.
 Experience in manual calculations like RMD, Cash Balance, FAP, Frozen benefits and QDRO.
 Good working knowledge of ADB2 tables and Mainframe application.
 Interacting with Support functions (DPSS, Benefit service Centre etc.) for staffing & scheduling
requirements, performance reporting etc
Team Management
 Managing associates (direct reportees) and looking after all their assigned work, transport issues,
progression, appraisals, attendances, leave management, 1‐0‐1 sessions.
 Responsible to manage all logistics for the team and ensuring staffing needs.
 Determining training needs of New Hires; conducting suitable training programs to enhance their
operational efficiency leading to increased productivity.
 Monitor Processing Associates tasks and resolve queries.
 Preparing procedures for processes and save them for teams references.
 Conducting weekly team meetings to discuss Updates, Performance Statistics, Grievance and other
information relevant to the team and to performance development.
 Using trending information to monitor workloads in order to maximize team efficiency.
 Sending VOC and appreciations at regular intervals.
Project Management
 Transitioning more work from U.S. client team through Change Orders, Work Orders.
 Reporting to client – Creation of monthly delivery service report (Presented to board of directors and
shareholders quarterly by Client).
 Handled RMD mandatory payments as defined by IRS for years 2011 – 2015.
 Completed Payee Audit Project (verifying 2315 participants payment made in past since 1999 by
performing through manual calculation).
 Handling E&Y Audits and Cash Balance Audit for 2011 – 2015.
 Was a part of Shared Service Hardship Workflow reduction project which resulted into 15 to 20
percent reduction in workflows.
 Have been a part of various projects for meeting daily workflows and edits SLA’s.
 Working on SharePoint to upload reports for management and leadership needs, also accessing
posting done by USA and India managers like Staffing, Seating, etc.
 Pulling various reports from COGNOS Reporting Tool for weekly/monthly trending analysis for CDG
workflows, closures, SLAs, etc.
 Review of Cross Client Queiries to review and act on current event and notices status.
 Handled multiple projects and still handling a lot of client facing projects like conversion out,
conversion in, client platform updates, requirements finalizations for recent major acquisitions for my
client.
Achievements
 Received Bravo award as North America appreciation in January 2011.
 Received Xtra Miller award in May 2011.
 Received Benefits Master Mind award in October 2011.
 Received Platinum Excellence award (annual award) in December 2011.
 Received Gold award for Client Value in October 2012 and April 2013.
 Received Gold award for Client Value in July & August 2014.
 Successfully completed Good to Great management program in 2014.

3.  Successfully completed Managers of Tomorrow program in September 2015.
Previous Work Experience:
TCNS Technologies Private Limited (KPO): November 2008 till August 2010
DESIGNATION – Senior Associate
Worked for “New York University Medical Council” (NYUMC).
Responsibilities:
Responsible to make sure that prescribed surgeries took place on schedule time and date.
Creating separate online files for every inpatient & outpatient scheduled for surgery with different
departments.
Identifying and sorting all documents or test results received from NYUMC or doctor’s office and store
them in files created for individual patients.
To insure that all documents or test results required for the specified surgery by the surgeon should
receive to us before their specified date of surgery.
To call doctor’s office and check for the availability of the required documents or test results missing for
specific patients.
Send the completed files to surgeon’s office and confirm the surgery.
Previous Work Experience:
Citi Bank India: April 2007 till August 2008
DESIGNATION – Phone Banking Officer
Responsibilities:
Providing services and query resolution for Citi Bank India “Credit Card” and “Suvidha” bank account
holders.
Converting every possible requirement of customers into healthy sales in terms of loans, EMI conversions
of their purchases and balance transfers.
Cross selling of products like personal loans, home loans and auto loans as per customer’s requirements.
Working as a mentor for other team members and updating them on daily updates and refresher trainings.
Creating reports for team member’s performance and their leaves.
Previous Work Experience:
Vodafone: November 2005 till March 2007.
DESIGNATION – Customer Care Executive
Establishing strong relationship between company and customers by providing pleasant and accurate
service.
Resolving every queries and complains for “Vodafone Corporate Customers”.

4. Cross selling of different products and services provided by the company.
EDUCATION
2008: Graduate in Economics from “B. R. Ambedkar Bihar University”.
2002: 12th in Science (Maths, Physics, Chemistry & Biology) from Magadh University, Patna.
2000: 10th
from Patna Central School (CBSE).
IT CREDENTIALS
 Well versed with MS office & Internet applications.
 Working knowledge of Power Point.
 Working knowledge of ADB2 tables and Mainframe application.
 Working knowledge of Cognos reporting tool.
 Well versed with Lotus email application.
PERSONAL DETAILS
Father’s Name: Mr. Suresh Prasad
Mother’s Name: Mrs. Usha Devi
Date of Birth: 30th November 1985
Sex: Male
Marital Status: Married
Nationality: Indian
Languages Known: English & Hindi
Passport: Available
Hobbies: Net Surfing, Playing Chess, Swimming