Total work experience of over 23 years spanning across IT Enabled Shared Services & Business Process Outsourcing (BPO).• Key skills – Operations management, change management, client management, business transformation, business and financial risk management, customer service• Successfully led Contact Centre (Voice), Webchat and Back-office Operations• Leading large operations teams (>900 FTEs) spread over multiple offshore locations• Successfully led Contact Centre (Voice), Webchat and Back-office Operations• Over 17 years' experience of working in the Insurance domain, with in-depth knowledge of end-to-end policy life cycle (New Business set up, policy servicing and maintenance, money in, money out, complaint handling and resolution)• CII certified - CF1, FA1 & FA2• Six Sigma Black Belt• Instrumental in delivering business efficiencies for clients by identifying process digitization, process simplifications and continuous improvements, improving efficiencies while maintaining quality standard• Experience in multiple business transitions and leading offshore operations to go-live• Experience in multiple vendor-to-vendor transitions (over 1000+ colleagues)• Experience of leading highly complex, critical & high-performing operations teams• New site set-up, including hiring staff and business transition from onshore offices.Specialities:* Multi-location Service Delivery* Insurance Service Delivery (end to end process management)* Customer Service* Client Management* Change Management* Business Transformation Consulting* Process Re-engineering and Digitization * Continuous Improvement* Business Transition* End-to-end Complaint Handling and Investigation* Customer and Policy Servicing* Claims Processing* Quality Assurance* Training and Competency* Risk and Compliance* Team Management* Performance Management* Data Analysis* Communication Skills* Site set-up in new location (city).