Vijay Sharma has over 9 years of experience in process management. He is skilled in developing processes to meet quality standards, administering service level agreements, and identifying process improvements. As a Process Champion, he has experience automating testing processes, creating standard operating procedures, and monitoring process performance. Vijay holds a BCA from MCRPV Bhopal and has worked in process roles at Mercer India and Aon Hewitt, developing his skills in US healthcare benefits administration.

1. Vijay Sharma Contact No.: 9213277444 E-Mail: yours_vij81@yahoo.com
Professional Profile
A professional with about 9+ years of extensive expertise in running successful process management with experience of
developing service standards and meeting service levels for business excellence.
Adept at managing complex business challenges and making decisions in a fast-paced, high-pressure environment.
Displayed strong leadership skills in driving pod/team in achieving project targets and to work towards organizational
growth. Utilized clear and transparent communication when dealing with client and team/colleagues.
Known for integrity and direct approach in dealing with process and and people issue. Ability to support and sustain a
positive work environment that fosters innovation beyond existing practices and mindsets.
Areas of Strength
Process Management - Process Innovation - SLA Administration
 Developing controls in process to meet standard requirements of quality/process improvement for the team.
 Taking stringent quality measures including preparation / maintenance of necessary documents to ensure compliance
with above standards & customer requirement.
 Undertaking responsibilities of removing unnecessary procedures in processes; ensuring uniformity in the process
understanding at the client’s and the organization’s end.
 Monitoring the overall functioning of pod, identifying improvement areas and implementing adequate measures to
maximize client satisfaction level.
 Conducting internal process audits & process reviews for ensuring strict adherence to the process
parameters/systems as per defined guidelines.
 Managing team functions for my pod with AM support like workflow management, manpower planning, new hire
process training, etc.
Occupational Contour
Mercer India Pvt. ltd., Gurgaon: (Since 2009 till date)
Mercer is the world leader in helping organizations leverages the power of their people to achieve peak company
performance.
Mercer's core strengths in consulting, outsourcing and related investments – from advice to solutions, with true
global reach and resources – place us in a unique position to help your organization achieve the extraordinary
through innovative strategies, seamless global execution and a relentless focus on implementation.
Working with the world’s leading companies and organizations to help them meet their most critical business
challenges – Mercer counts 9 out of 10 Fortune® 100 companies among its clients
The Growth Path
• Joined as Senior Analyst and got promoted as Process Champion/BA.
Major responsibilities as Process Champion/BA:
• Creating Test Plan as per requirement.
• Performed execution of test cases manually to verify expected results.
• Designed Test Plans and Test Cases for User Acceptance testing (UAT) with the help of QA teams.
• Clarified QA team issues and reviewed test plans and test scripts developed by development team and QA team
to make sure all requirements have been covered in scripts and tested properly.

2. • Responsible for the administration of all health and welfare benefits including medical, dental, disability, life
insurance, flexible spending accounts.
• Responding to escalated inquiries regarding benefit plans; investigating issues and providing resolution.
• Research and resolve membership enrollments concerns.
• Responsible for interpreting plan documents to assist colleagues in understanding and utilizing the benefits for
participants.
• Conducting internal process audit, continuously review, modify and adjust back-office administrative processes to
make sure benefit plans operate in compliance with policy and corporate standards.
• Creating Standard operating procedure (SOP) for new transition & Knowledge Tests (KT) for new hires.
• Monitoring the overall functioning of pod, preparing RCA for error, identifying improvement areas and
implementing adequate measures to maximize client satisfaction level.
• Responsible for Automation for Carrier file testing process.
• As an MIS SPOC of the Team, responsible to prepare monthly dashboard & utilization reports.
Noteworthy Milestones
• Highest approved Pragati’s (Process Improvement Idea in the entire organization 85+) leading to 4000 hrs.
• Carrier File Testing Automation (450 test plan creation automated leading save in about 1000 hrs and 100%
accuracy)
• Created Macro and SQL which has removed manual review for Cobra file shared for 78 H&B Client.
• Peer review Project for communication process.
• Suggested Job creation for Premium process in Cognos, where report was run manually which time was
consuming as we were to manually run each report. Now with the help of job created in Cognos we can run the
job and it will save report at cognos across all Clients as Best Practise.
 Rewards and Recognition:
• Green Belt Rapid Certified (Participation)
• Yellow Belt Certified
• Team of the Quarter
• Sleep Tight Award
• Green Star
• Star of the month
• Received Runners up for Quality Idea in the organisation Q1,14
Extra Initiatives:
• Member of Altius Trainers Team
• Technical Pragati Spoc for US H&B
• Query Resolution Program Trainer
• Process Trainer.
Competent Aon Hewitt, Gurgaon (Sep 2005 – Sep 2007)
Benefit Administrator (Team Developer)
Aon Hewitt (formerly known as Hewitt Associates) is an American provider of human capital and management
consulting services. It operates 500 offices in 120 countries providing consulting, outsourcing, and insurance
brokerage services.
The Growth Path
• Joined as Team Member September ‘05 promoted as BA TD in December 06.

3. Major responsibilities handled:
• Responsible for all process SLA's adherence for my client from offshore.
• Handling exception client escalated issues analyzing plan provision and finding reason behind errors to resolve
them for future reoccurrence.
• Creating Standard operating procedure (SOP) for processing associate.
• Preparation of Process Knowledge Test.
• Quality Auditing of processing associate work. Reporting responsibility for ISSUE data base for entire US H&B
lob.
Academic Credential
• BCA from MCRPV ’Bhopal in 2004.
• 12th from C.B.S.E. Board in 2001.
• 10th from C.B.S.E. Board in 1997.
Certifications
• Yellow Belt Certificate
• Green Belt Participation Certificate
Application Tools and Working knowledge
• SQL, Excel, Visio, Mainframe, TBA, Siebel, Benefit Workstation, Infomaker
SKILLS:
• US Healthcare Domain
• Process Improvement and Management
• Business Operations
Personal Snippets
Date of Birth: 10th
March. 1981
Address: Narayan Niwas 1st Floor R-94 Gali No-3 Vikas Nagar Near Taxi Stand Uttam Nagar New
Delhi-59
Languages Known: English, Hindi & Assamese.
Passport: Indian having US B1/B2 Visa.