Specialties : Operations Management, Shared Service Setup, Business/Process Solutions, Six Sigma/Lean Methods, Capacity management, Expense Optimization, Value creation through innovation, New business accounts & negotiating, Outsourcing/Vendor Management, Call Center and Operations Technology, Cross-Functional Team Building, Consulting and Performance enhancement through a strong humanistic and consensus led approach

 To design, plan, monitor and deliver significant change programs that achieve the required business outcomes and a key leader in the Insurance SBU CoE (Centre of Excellence) Lead the Operations and Service Delivery for a cluster of Life Insurance Processes (Australia & New Zealand geography) by managing, motivating and developing a team of 290 FTE’s (split across 2 locations) with the hierarchy level of Managers & Deputy Managers reporting into self Farming new business along with the Business Development Team and ensuring a seamless transition on the whole life cycle of multiple projects from feasibility to business as usual operations Identify, build and execute the process dynamics towards best practices sharing, convergence and continuous improvement Managing the P&L for these accounts with focus on Revenue, Growth Targets and Operating Margins while ensuring adherence to SLA Deliverables Responsible for the definition, the organization and the management of key projects with the concerned stakeholders and drive the expected results Customer management - develop and sustain strong relationship with clients, aiming at excellent Voice of Customer (VOC) scores Improving Processes using quality improvement tools & Improvement Goals Coordinate & liaison with various support functions / departments to facilitate service delivery Performance development of team members and attrition management Responsible for retention and Succession planning  Management and coordination of operations, quality and general administration  Continuously drive and improve efficiency metrics like seat/manpower utilizations and a clear cut understanding of quality/ transition /workflow etc  Work closely with the Client for improving service delivery of current processes and for new migrations Review of processes to ensure effective risk assessment and management