Experience

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  Capita

  Jun 2003 - Sept 2009

  Team manager

  • Spearheaded efforts as a Team Manager of Prudential’s Customer Relations Unit. Responsible for leading & motivating a team of 26 team members and 4 process leaders with accountability on all service delivery parameters. • My team was responsible for the investigation & resolution of complaints received on products like Endowments, Endowment Mortgages and other ‘Savings Policies’ which were sold by Agents/ IFAs/ Agencies.• Involved in the successful migration of phase 1 of ‘Service Improvement’ (SI Tranche 1). Linked in with the various servicing areas in Mumbai and ensured that the goals and timelines of this migration were met.• Successfully supported the team during the migration of phase 2 of ‘Service Improvement’ (SI Tranche 2).• Played an important role during the implementation of the new workflow system. Ensured that this implementation had minimal impact on daily production.• Carried out testing and enablement of Web based Complaints & Central Information database• Lead the Quality Checking of Letters prepared by SI Tranche 2 Team and ensured the highest quality standards were met.• Awarded with Process Leader of Quarter 1 for 2008 (Winner) & Quarter 4 for 2007 (1st Runner-up).• Credential of receiving Excel Pru award (‘Star of Quarter 1’ – 2006, ‘Star of Quarter 3’ – 2005 & Star of the month – Aug 04.).• Saved £21,000.00 as a quality checker, this was acknowledged by the teams in UK and Mumbai.• Conducted Letter writing training for SI Tranche 2 and other improvement programmes to improve the quality of letters drafted by the team.• Streamlined work allocation for SI Tranche 1 along with effective use of available system resources, resulting in reduction of allocation time from 55mins to 15mins.• Reduced the average unit time of SI Tranche 1 from 16mins to 9.5mins.• Custom designed documents for the preparation of letters – improved productivity by 20%.• Developed training/resource materials and trained 2 batches of insurance associates. Show less

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  Willis towers watson

  Mar 2012 - Sept 2014

  Team leader

  • Led efforts as a Team Leader of Global Specialities Unit for Willis Ltd. I was responsible for leading & motivating a team of 12 team members and 2 Technical leaders (THLs). • As a leading Global Insurance Broker, my team dealt with claims arising out of Insurance for International Cargo and Relocation services in the US.• Developing job performance standards and KPIs for Associates, Specialist, Senior Specialist and Technical Leaders). • Developing a Training plan and Personal development Plan for the Team.• Effectively managed 2 sub teams, namely Marine Claims & Willis Relocation Risk Group (WRRG).• Ensured SLAs are met with high quality standards through effective management of resources in spite of strict turnaround times for WRRG.• Ensured compliance to internal and external regulations & procedures. • Providing sign-off on claims after consideration of US & European Sanctions.• Preparation of weekly and monthly performance reports which are used for reviews by senior management.• Accountable for pipeline and individual queue management. Ensured that all claims are dealt in a timely manner.• Conducted ‘Regular Reviews’ and ‘Surprise Checks’ on Claim Files. Ensured that there were no Errors or Omissions reported for the team. Show less

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  Tata consultancy services

  Oct 2014 - Sept 2017

  Assistant manager

  • Managed operations for AVIVA, UK’s Largest Life Insurance Provider, which included money in, money out and claims processes.• Managed and led a team of 81 associates and 4 Team Leaders• Led quality and productivity initiatives (Six Sigma). Implemented Lean methodology and realised a benefit of £42,000 in the payouts process• Successfully migrated processes worth £624,000 from Pune to Nagpur as part of resource optimization.• Drive operations and planning of all teams, ensuring that they continuously deliver on quality, speed and accuracy within the agreed KPI and SLAs• Led, developed and coached Team Members as future leaders• Reduction from 48 errors/month to 4 errors/month in the New Business process for TCS over a period of 3 months. • Managed the process wind down in 2016 for a client in TCS Pune. No SLAs or deliverables were missed. • Part of Core Team for the deployment of BaNCs (client workflow) for one of TCS’ client• Key Member of Safety Committee for TCS Nagpur Show less

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  Jardine lloyd thompson india (jlt india)

  Oct 2017 - Dec 2019

  Operations manager

  • Managed operations for JLT’s Employee Benefits Department.• Managed and led a team of 56 associates and 2 Team Managers• Responsible for delivery for 5 locations in the UK• New work opportunities identified through regular stakeholder interactions to increase cost efficiencies• Monitored team’s performance on risk and compliance ensuring continuous improvement in operations risk profile.

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  Mercer

  Dec 2019 - Jun 2020

  Operations manager

  Managing a Team of 15 Pension Administrators who are responsible for the day to day adminstration of Pensions Schemes. Ensuring that the expected levels of service are maintained at all times.

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  Mercer india

  Jul 2020 - Sept 2022

  Senior operations manager

  • Managed operations for Mercer's Occupations Pensions Department • Led a team of 51 associates, 4 Team Managers and 1 Operations Manager • Migrated 36 FTE work from Chichester (UK) from Pune which included processing and checking. Every single migration tollgate was met, in spite of the migration being done virtually as the teams were working from home • Improved ‘Speed to Competency’ from 41 weeks to 38 weeks • Conducted weekly/monthly calls to discuss and evaluate operational performance with teams based in the UK • Identified and analyzed trends to ensure that potential issues were identified early and solutions provided • Led quality and productivity initiatives Show less

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  Accenture

  Oct 2022 - now

  Associate manager/ senior manager

  • Deliver complex projects/transitions within given time lines and budgets• Monitor project progress, identify potential issues or risks, and proactively implement corrective actions to keep projects on track• Conduct timely reviews and governance calls, providing updates to relevant stakeholders and executive management• Monitor project progress, identify potential issues or risks, and proactively implement corrective actions to keep projects on track• Financial reporting against project budgets.• Document and manage schedule and budget implications for requested project changes (change control and scope creep) Show less