OPERATION MANAGEMENT: Ensure Management & employees full understanding of business needs, auditing compliance,tracking progress towards goal & validating the monthly billings Assist with the development of annual budgets, operational standard & strategic business goals Review SOW as per the process requirement and getting sign off from client Managing BAU process activities to meet the business goal as per the agreed Service LevelAgreement Setting up new process transition within targeted timeline and getting the process signed off asBAU successfully Ensuring all processes are documented in operating procedure with awareness of risks andcontrols in place and these processes are in line with organisation standard Assessing customer feedback, evaluating areas of improvements & providing critical feedback Regular interaction with Client/Partners to understand their expectation and lead the teamtowards the expected deliveries Responsible for the overall health of processes, build resilience within the team and planadequate backup Identifying issues and providing solutions to onshore team/client post evaluation of process Continuous improvement and identifying the process improvement to enhance the exitingprocess and look forward to improve efficiency Initiating training plan for the team to enhance their skills towards the business requirement Creating succession plan and moving associates towards new transition basis skillsets Responsible for meeting retention targets and maintaining employee engagement activities To ensure that the C-SAT and E-SAT scores are meet as per the business standards Ensuring internal and external stakeholder management through effective communication

Team Management |Retail Life Insurance (US) Managing operational team of 15 team members Interacting with Support functions for staffing & scheduling requirements, performance reporting etc. Reporting, creating dashboard & communicating with the client Identifying performance gaps, determining training needs of employees, updating on process relatedinformation, conducting suitable training programs to enhance operational efficiencies Leading, mentoring and monitoring the performance of team members to ensure efficiency in processoperations, meeting of individual & team targets Formulating training programs to suit the dynamic environment & enhance efficiency Attrition Management & Employee Engagement initiativeTransition Management Handling process migrations & transitioning processes from client location to the facility Mapping & adhering to standard operating procedures, manuals to facilitate smooth functioning ofprocess, ensuring conformance to Service Level Agreements Monitoring overall functioning of processes, identifying improvement areas & implementing adequatemeasures to maximize customer satisfaction level Develop Business Continuity Plans to anticipate risk & guard against business disruption in case ofunforeseen events Setting up, stabilizing processes & ensuring smooth commencement of operationsClient Servicing Identifying improvement areas & implementing measures to maximize customer satisfaction levels. Ensuring continuous interaction with the customer to make sure those areas of concern can be workedupon for improved service levels. Serving as a point of contact to client for any escalations. Ensuring internal & external stakeholder management through effective communication

Claim Handler | Life & Pension Insurance Process (UK) Processing Maturity Claims, Pension Quotes & Transfer Out Settlements Provide training & completing accreditation for new joiner in the team Quality checks for the team basis the sample audit percentage & sharing the quality report Performing the RCA for the customer complaints/internal errors & identifying the controls Helping leaders in work allocation, preparing reports & towards SLA deliveries