Manish Nagrani

Experience

• 

  Citibank India

  Jun 2003 - May 2004

  Personal Banker
• 

  RR Donnelley

  Jun 2004 - Jan 2010

  1. Handled a team size of 94 members catering to 4 different products which required varied skillsets2. Escalation point of Contact for Clients across the various locations2. Overall Responsible for analyzing the Team Quality, Capacity Planning, Productivity, On-time Delivery and Attrition to ensure respective targets are met3. Worked on a Lean Six Sigma Project to reduce the Internal revise rate of the team by 8% ( First Time Right % improvement from 84% to 92%), this in turn improved the overall Throughput of the team.4. Providing Direction and guidelines to Managers on various Cost Control measures, overall Leadership and People Management Skills5. Reviewing and revisiting the overall training programs and skillsets of individuals based on the team and business requirements6.Received the Best Performer award for the second Quarter of 2009 Show less

  • Associate Operations Account Manager

    Jan 2007 - Jan 2010

  • Client Manager

    May 2005 - Jan 2007

  • Associate Client Manager

    Mar 2005 - May 2005

  • Senior Customer Service Executive

    Jan 2005 - Mar 2005

  • Customer Service Executive

    Jun 2004 - Dec 2004
• 

  RRDonnelley

  Sept 2010 - Jul 2012

  Manager-Business Performance Improvement

  1. Understanding the requirements of the teams and providing solutions for improving their Process, Quality and reducing cost using the Lean Six Sigma Methodology2. Analyze the Volume trends and propose Headcount to teams using various statistical tools3.Streamlining of process in order to improve the OTD and Quality4.Driving and Validating the Quality Management Program across teams to ensure they comply to the standards mentioned5.Process Re-engineering using Simulation 6. Received the Best Performer award for the second quarter of 2011 Show less

• 

  Maersk Global Service Centres

  Aug 2012 - Sept 2015

  East Central Europe Exports Manager

  • Successfully Migrated the entire exports tasks from Europe to Chennai which required good Stakeholder management skills and People Management Skills• Initially was managing only one Country( Hungary) and post it's successful migration of tasks, given a larger span of control to handle End to End Exports for three Countries as part of the East central Europe Cluster• Training the team members to have a continuous improvement mindset throughout the process of service delivery to Customers• Improved the booking confirmation within 2 hours from 75% to 98% (Identified various process stops in the End to End booking process and elimination of those resulted in East Central Europe being the first Cluster to achieve these numbers. The best practices from this project was implemented by a few other clusters in the NEU region)• Received the opportunity to travel to Poland, Hungary, Czech Republic and Slovakia in 2013 and once again in 2015 respectively to hear the Voice of our Customers and Managing Partners to continuously improve Customer Experience Show less

• 

  Guardian Life

  Feb 2016 - now

  Key Achievements- Guardian Innovator Award (Jun 2022) - Key member of the Wellness WeCare ERG- Utility Team Set up 2021 – Utility Team across Operations which involved strong Collaboration skills across various Business Verticals to support various peaks of different businesses - Smart Social Season 2 (Oct 2021)-As of August 2021, part of the Enrollment Team handling Large Market clients and Core Market Clients- Transition of the agreed tasks to Guardian India within the Group & Worksite Underwriting Organization- Chennai and Gurgaon- Underwriting Onboarding Project- July 2021 – The project was to reduce the hand-off between two Business units. The project ensured the TAT improves by 10% and enabled the Underwriting team to focus on more viable quotes to the Customer- Core Market Transition- June 2021 – Received positive feedback from Onshore Partners for successfully transitioning the Core Market Rating & Quoting pilot process of 16 FTE’s to Guardian India within 6 months-Guardian’s Got Talent-Responsible for smooth transition of the agreed tasks within the Underwriting Organization- Accountable for Managing the RFP process(Request for Proposal/Quote) which includes, processing, distributing and responding to inquiries regarding formal proposals from Brokers, Sales and underwriting-BCP 2020 :- 65% of the team were transitioned to work remote from week 1( March 23rd) of the Pandemic without any impact to service levels- Successfully transitioned 94% of the Small Group Business volumes which involved training 46 Raters in the year 2020. All the trainings were done virtually- Drive Change and continuous improvement Mindset within the UW team -Quality Redesign project -Accountable for Managing the Rating & Quoting Process ( Pre-Sales) (Request for Proposal/Quote) which includes, processing, distributing and responding to inquiries regarding formal proposals from Brokers, Sales and underwriting Show less

  • Senior Delivery Manager

    Apr 2024 - now

  • Delivery Manager

    Feb 2016 - Mar 2024