Operational Management Develop and ensure adherence to policies and procedures and drive a high-performance culture; define annual operational plan, business strategy, creation and application of Operational Excellence Framework for a major Australian Bank with overall ownership for the delivery in line with commercial, contractual and client requirements. Managing and growing P&L for the account and delivered year on year positive Net Promoter Scores. Undertake and manage various projects and improvement initiatives and ensure appropriate controls are in place across processes Manage delivery risks and ensure full compliance and improve Operations by monitoring system performance; identify and resolve problems; prepare and complete action plans; complete system audits and analysesService Delivery  Deliver services in accordance with set Standards and provide operational guidance and strategic direction to teams on best practice to ensure delivery of world class services. Strong ability to engender trust and openness among team members. Act as single point of contact for the client on service delivery related issues and projects and manage the relationship with internal and external stakeholders to ensure a quality service and to manage expectations.  Managing the aligned Finance, HR, Training and Risk& Compliance Teams along with huge Operations Team to achieve common goal. Lead the overall solution design, delivery shaping and business case creation and define scope and deliverable for operation with client (internal or external) Ensure effective transition to ongoing operations team adhering to timelines, budget, and scope & communication plan Leading Business Continuity Plan for the account.

Responsible for Life Insurance Operations involving customers servicing & operation, underwriting & claim management, internal audit, dealing with senior management escalations, driving persistency & policy retentionCustomer Service Ensured customer requests & complaints are timely & accurately processed, processed and reconciled financial instruments, cheque deposition and clearance trackingUnderwriting & Claim Management  Processed new business applications within TAT, ensured error free processing & case acceptance as per underwriting norms, conducted regular checks (hindsighting) to ensure proposals are accepted as per norms Co-ordinated with Sales & Central Underwriting team for Issuance, Claims processing: First Time RightInternal Audit- Part of statutory audit for branch operations, completed implementation of SOP’s Ensured deviations & observations pointed out during the audit are further rectified & controlled; also ensured complete statutory documentation across branches, proper set up of compliance & administrations requirement at branches