Tanmay Rao

Experience

• 

  Capita

  Aug 2003 - Feb 2012

  Operations Manager

  Efficiently managed:The improvement of Customer Output project for the entire account of 1200 FTE’s.Design and implementation of a new Output Document Management system for the entire account.Implementation of a new mainframe system for my vertical.Successfully completed the migration of various corporate pension products for UK’s largest insurance provider in a phased manner beginning 2007.Received Operations Manager Award for the year 2010; efficiently managed team & bagged ‘Team of the Year’ Award in 2009 and Team Manger – special achievement award (migrations) 2008.Formulated a quality framework and implemented the same for account, also streamlined the quality measurement criteria.Put measures in place to ensure compliance improvement in quarterly outstanding cash for corporate pensions schemes from over 2.5 million pounds to below 250,000 pounds per quarter. Formation of the Customer Data Team to improve handling of customer output. Savings of 3 FTE and a 12% reduction in customer complaints related to customer dataEfficiently managed the transition of 140 FTEs worth of corporate pensions work over the last 3 years.Successfully transitioned my team from a single to a double shift environment, increasing ‘seat utilization’ to 1.6Generated detailed documentation of migration plans, training plans, operational warranty plans and responsible for sign offs of the same, proactively involved in documentation of new system design documentation.Facilitated as part of the design and implementation team of a new workflow system and currently involved in the design and implementation of a new mainframe system. Show less

• 

  WTW

  Feb 2012 - now

  Strategy Leader playing a key leadership role in initiatives aimed at delivering strategic goals within North America and globally.Responsible for designing and executing key strategic initiatives aimed at delivering key Client, Colleague and Financial outcomes.Focus area of Innovation and Operational Excellence focused on enabling colleagues deliver key Client & Financial outcomes.Working with global leadership to share learning and best practices that could be applicable in other geographies. Show less Director of Operations for the Select segment of P&C business for the Eastern US, based in Tampa, FL.My role is to run a profitable operation focused on;1) Excellent client service, 2) High operating margin and 3) High retention rates, while being focused on growth.A key part of my role is to drive Operational Excellence to foster innovation and create value for the client and our business partnering with our teams globally.I play a key role in being a thought leader in fostering innovation which could then be implemented broadly across the organization Show less Head of Corporate Risk & Broking Operations;My role can be broken down into 5 key sub-categories;Start upOverall responsibility of the start-up of the new Operations in Manila ranging from;• Legal entity setup and legal contracts• Creation and execution of the recruitment strategy• Real estate• Technology setup and resolving cross entity challenges• Transition plan• Operations organization structure and setupTransition executionOverall responsibility to ensure successful transition;• Design transitions plans and ensure approval• Ensure transition structure and resources are in place• On time Recruitment• Technology solution in place and tested• On-boarding and training plans in place and signed off• Execution of Training, Service Rehearsal Testing, Parallel run, Ramp up and Go liveBAU StabilizationEnsuring the Operations is stabilized post transition;• Monitoring SLA's• Ensuring right Operational structure in place• Ensuring right connectivity with onshore to strengthen the 'One Team' approach• People engagement and managementContinuous Improvement• Constantly evaluate processes to ensure they meet client objectives• Partner with other global hubs to cut down on process inefficiencies and implement a seamless process• Identify areas to collaborate with other segments• Facilitate sharing of best practicesChairman of the Philippine Leadership Team• 2018 Leader of WTW’s 2nd largest global hub based in Manila, Philippines.• Overall responsibility for day to day functioning of the Center.• Sign off on key decisions regarding policies and business decisions affecting the Center.• Oversee people engagement.• Devise strategies in line with business objectives to best utilize the Center to achieve client satisfaction while delivering value to shareholders. Show less Head of TransitionsCurrently spearheading the setup of CRB's new start up Operation in Manila.Workforce Location Lead in Mumbai for the Operational Improvement Program. Managed the role transfers of 1000 FTE’s to Mumbai in 2015.Program manager for completion of new real estate facility and responsible for the seat utilization strategy and move to new real estate facility.Created the Transition Team in Mumbai which manages all role transfers to India.Responsible for the development of the WTW Transition methodology.Setup of the PMO Support team in Mumbai supporting programs globally. Show less Head of the Continuous Improvement Team• Responsible for leading the McKinsey study on benchmarking of the Mumbai operations.• Built a ‘Continuous Improvement’ community to drive efficiency initiatives within the business; Identifying synergies within Business Units and sponsoring projects to share and adapt best practices. Identifying areas of opportunities to improve operational efficiency and lead projects to deliver benefits.• Created and implemented the ‘Potential Leaders Development Programme’ to create a team of top talent available as a floating community for key initiatives.• Partnered with the Group Service Operations to; Design and drive (with the businesses and Corporate) the customer service operations of the future to deliver the Willis Cause for Service and Claims Create a Customer driven, continuous improvement culture, with meaningful customer oriented metrics and a consistent experience Simplify processes and eliminate redundancy Drive consistency in operating models (balancing business needs) Establish and implement a common operations framework (language, metrics, tools, approach) Show less

  • Senior Director - Global Service Delivery Lead

    Apr 2024 - now

  • Director - Strategic Programs & Head of Offshore centers

    Jun 2023 - Apr 2024

  • Director - Strategic Programs & Change

    Jan 2020 - May 2023

  • Director Of Operations - US-East Region (Select Segment)

    Jan 2019 - Dec 2019

  • Regional Operations Leader

    Aug 2018 - Dec 2018

  • Head of Operations - Corporate Risk and Broking (CRB)

    Apr 2016 - Jul 2018

  • Head of Transitions and PMO

    Jan 2015 - Mar 2016

  • Senior manager

    Feb 2012 - Dec 2014