Managing Back Office Operations for 3 Insurance Clients in US.Recruit, manage and motivate team.Build and maintain excellent relationship with the counterparts in US.Meeting the Client defined Metrics.Preparation of the Assessment Report and giving performance feedbacks to the Agents.Overseeing / managing appraisals for direct reportees.Leading Employee Referral Program for the process.Capacity Planning and controlling shrinkage so that there is no impact on TAT.Responsible for knowledge support escalations.Providing support to the team by acting as the first line of escalation of agent related queries.Co-ordinating with different verticals such as HR, Admin, IT, Etc.

Managing Back Office Operations for 2 Insurance Clients in US.Managing Client Relationship & Meeting the Client defined Metrics.Preparation of the Assessment Report and giving performance feedbacks to the Agents.Leading Employee Referral Program for the process.Successfully completed Yellow Belt Certification.Transitioned processes from US to Mumbai.Supported a Voice Telecom Process in terms of Process update audits.Actively involved in effective implementation of a tool to ensure Login and Break adherence.Capacity Planning and controlling shrinkage so that there is no impact on TAT.Responsible for knowledge support escalations.Providing support to the team by acting as the first line of escalation of agent related queries.Co-ordinating with different verticals such as HR, Admin, IT, Etc.Part of the IBM Insurance Events Committee (IIEC) which looks after employee engagement activities, Events like Family Day, Garba Raas, Diwali & Christmas Celebrations, Friday Funday Games and supporting HR initiatives.

Handled a team handling Policy Owner Services Line of Business. Conducting Performance Reviews for the team and planning work to meet the Client Defined Metrics.Ensuring that the day to day activities are completed within timelines.

Worked as an Excecutive handling Customers requests in a Back Office Insurance process and basis performance was promoted as Sr. Executive. Worked in Policy Owner Services Line of Business.

Worked with an email web process servicing Customers in US.