Promoted positive customer experience through day-to-day supervision and management of business processes.Representing regional team in global projects to minimize the cost of operations, Updated operational methods, oversaw accounting procedures, tracked information and compiled data to improve efficiencyMultiple client projects and virtual expert networks, Have traveled on multiple occasions to support these projectsManaging multiple teams across the Reinsurance value chain as… Show more Promoted positive customer experience through day-to-day supervision and management of business processes.Representing regional team in global projects to minimize the cost of operations, Updated operational methods, oversaw accounting procedures, tracked information and compiled data to improve efficiencyMultiple client projects and virtual expert networks, Have traveled on multiple occasions to support these projectsManaging multiple teams across the Reinsurance value chain as Operations Lead with direct & indirect team size of 90-100 FTEsResponsibilities includes Client scorecard management, People management, Running quality/continuous improvement initiatives to ensure yoy productivity benefit etc.Responsible and part of new client presentations, Virtual and onshore Solution IDs Show less

Expanded role and responsibilitiesClient 1*1, feedback, NPS & action planning,Process Management, Leading team consisting of Associates and MT/AM, Monthly 1*1, feedbacks, coaching and mentoringMonthly incentives, Yearly appraisals, career guidanceManaging movement, Attrition, hiring, Additional initiatives and client presentations

Sopporting smooth Process managementmanagement, handling client discussionsEvaluating & reporting KPI/KRI & SLA Metrices, Annual target revision discussionsDraft & review SOPs, Process Maps, taking client approvalsSupporting client in various projects. Work in Virtual teams across globe.Suggesting improvements to clientSupervising UATs, suggesting change requests, Leading end user support in all system upgradesRunning Process Audits and Supervising… Show more Sopporting smooth Process managementmanagement, handling client discussionsEvaluating & reporting KPI/KRI & SLA Metrices, Annual target revision discussionsDraft & review SOPs, Process Maps, taking client approvalsSupporting client in various projects. Work in Virtual teams across globe.Suggesting improvements to clientSupervising UATs, suggesting change requests, Leading end user support in all system upgradesRunning Process Audits and Supervising Quality Check analystsDiscussion/feedback to Team & Individuals to minimize gapsIndividuals Quarterly Performance evaluation and feedback Supervising new hire Training plans, modules, PKT plans for existing/old employees, ensuring process accuracy and taking corrective measures Show less

• Process management- Smooth flow of process at quality level par to excellence• SLA/KPI reporting and management• Reporting Quality Check results• Supervising Inbound & Outbound customer queries• People Performance evaluation• Training Need Identification, PKTs, reporting and management• Design & review New hire Training plans, modules, training & Management.• Leading projects and ad hoc requests from client