Gnanavel Neelakantan

Conduent

Oct 2017 - Apr 2023 • 5.5 yrs

Conduent | Senior Operations Analyst – Benefits & Reporting Managed US Benefits Administration operations, including eligibility processing, enrollment support, COBRA administration, and employee benefits servicing. Led MIS reporting and performance analytics initiatives, delivering actionable insights through Excel and Power BI dashboards. Monitored KPIs, SLAs, productivity, quality metrics, and operational trends to support business decision-making and service delivery excellence. Partnered with operations, quality, and client stakeholders to identify process gaps and implement continuous improvement initiatives. Developed automated reporting solutions that improved reporting accuracy, reduced manual effort, and enhanced operational visibility.

ADP Solutions

May 2017 - Oct 2017 • 0.4 yrs

ADP | Benefits Administration & Operations Specialist Managed end-to-end US Benefits Administration processes, including COBRA, Health & Welfare benefits, eligibility verification, enrollment, life events, and benefits maintenance for US-based clients. Supported employees, HR teams, and plan administrators by resolving complex benefits-related queries while ensuring compliance with client SLAs and regulatory requirements. Conducted quality audits, reconciliations, and data validation activities to maintain accuracy across benefits systems and reporting platforms. Generated operational reports and MIS dashboards to monitor performance, productivity, service levels, and process compliance. Collaborated with cross-functional teams to drive process improvements, enhance customer experience, and ensure operational excellence.