Business Service Delivery & Supporting New Business: Providing high quality and cost efficient services to our internal and external clients by meeting and exceeding various Service Level Agreements (SLA’s).Operations Management: Leading the largest Operations team at XL India with 150+ colleagues across various functions; Pre-bind activities (Name Clearance, Submissions processing etc.), Quotes processing, Policy issuance, Premium Accounting & Collections etc. – including linguist colleagues (German, French, Italian and Spanish)Staff Management: Responsible for various aspects of Staff Management – Attracting and retaining talent, maintaining staffing levels for peaks, developing, motivating and retaining staff, Succession planning, Reward & Recognition program, ensuring regular and relevant communication to staff, maintaining attrition levels below a threshold, training need identification & delivery etc.Transitions Management: Lead transitions of various offshoring projects from global XL locations to XL India by following a standard and proven 7-phase transition methodology (Analysis, Design, Implementation Plan, Training, Pilot, Rollout & Closure). Also ensuring risk mitigation, reporting and effective communication during various transitions.Involvement in Global Strategic Initiatives: Actively involved in the formulation and implementation of XL’s global strategy around a sustainable Target Operating Model (TOM); by freeing up Underwriter’s capacity and moving work to Operations teams globally and to XL India.Colleague Engagement Initiatives: Conceptualized and implemented various programs aimed at enhancing colleagues engagement levels at XL India – eg. Talent Cultivation Program, Knowledge Enhancement Program etc.Operational Risk & Controls: Covering risk assessment and risk management, maintaining Risk Register, using Risk Dashboard to report out key risk/control trends and results.

Service Manager for 2 different processes; Vision - Benefits Resource Center (US-based, inbound, customer service process) and YSA (Your Spending Account) process with more than 75 associates.Responsible for the overall operations, performance & management of Vision and YSA processes.Critical reporting channel to Delivery Manager and Delivery Group Manager(s) for operational excellence, quality, performance, SLA parameters, MIS etc.Job also involved coordination with the US Leadership team, process owners and client teams of both the processes for turnaround time, quality, performance and operational efficiency.Monitoring and mentoring Operations Managers and Associates on performance parameters and imbibing in them team management skills.Provide vision and direction to Operations Managers, Associates and processes for future growth and development.Enhancing Associate Engagement and ensuring attrition maintained at the minimum.Interface with other departments within the organization, viz. HR, MIS, Training, Quality, IT, Administration at an operational level and working in tandem with the workflow.

Handled a team of 18 Process Associates (Team Members). Directing the performance and workflow of assigned associates and ensuring maximum productivity with cost-efficiency.Managing day-to-day activities across shifts in the delivery of process. Identifying areas of potential risk/exposure and strengthen controls.Creating and maintaining customer service ethics in team and sensitivity to provide unparalleled customer service.Efficient resource management to ensure consistent availability of required FTE’s.Maintaining, tracking and analyzing Quality Process Review (QPR) with Accuracy records for all Team Members.Monitoring and providing feedback to the Team Members on overall performance. Identifying specific training needs (job specific & soft skills), providing coaching and coordinating training when deficiencies are encountered.Conducting regular and efficient team meetings to disseminate process, product and organization related information.Timely and effective implementation of Rewards & Recognition. Propagating and cultivating a team based culture and environment.Preparing yearly development plan for Team Members. Conducting a half-yearly performance review for all Team Members.

Flight Controller: Maintaining a high level of Customer Service and offering passengers a smooth and hassle-free travel experience.Pre-flight Editing: Assigning seats to groups, families, premier customers, frequent flyers and physically challenged passengers a day in advance of their travel in United’s Reservation System – Apollo.Check-in: During departure of flight, checking in passengers and their baggage to final destination after closely examining their relevant travel documents.Ticketing: Issuing fresh sales tickets at airport, re-issuing automated tickets, excess baggage tickets, and service charge tickets. These included both paper and etkts (paperless – electronic tickets).Arrivals: Preparing Property Irregularity Reports (PIR) for passengers arriving without baggage and/or with damaged baggage. Tracing missing baggage using Baggage Tracing System (World Tracer).Crew handling: Taking clearances from various Government authorities like Immigrations, Customs etc. Preparing Crew Information Sheet (CIS), updating General Declaration (GD) and looking after their hotel accommodation.

Carrying out the check-out procedure.Handling large amounts of cash, check and credit card transactions. Dealing with foreign exchange.Preparing various reports that included Daily Occupancy Report, Cash/Foreign Exchange deposits etc.Night Auditing. Worked on hotels’ in-house computer system; Fidelio.