• Manage Day to Day Operations of the Team• Ensure that Team achieves 100% of contractually agreed SLAs• Review the Weekly, Monthly and Quarterly review decks prepared by the Team Manager’s and provide inputs• Lead Weekly, Monthly and Quarterly Business Review Calls with the clients• Review Staffing and Forecasting• Budget Submission and Revenue Recognition• Monthly Billing Activities (Generate Monthly Invoices, submit to the client and PMO team along with supporting documentation)• Work with the Support Functions (PEX & TQ) to identify, drive and implement:o Process Improvement Ideaso Six Sigma (GB, YB, Lean & Kaizan) Projectso Performance Improvement initiatives• Review and Sign Off Projects, Improvement ideas• Work with the HR Functions & Training Team to:o Drive Employee Engagement Initiativeso Identify and Facilitate Domain & Other (Skill enhancement, team building etc...) Trainings for associates• Work with the Organizational Risk & Compliance Team to:o Identify Risks (Process & Operational), formulate Mitigation Plans, develop Control Documents and ensure adherence• Work with the Delivery Assurance Group to ensure:o Process audits are conducted periodicallyo All audit requirements are met and evidences to support adherence to the requirements are made available in the Project SharePointo There are no NC’s and Observations (if there are any, ensure that these are closed within the agreed timeframe)• Work with the Corporate BCP & Global Information Security teams to:o Approve BCP strategy and BCP documentso Periodic BCP tests are conducted to test readinesso Ensure client mandated BCP requirements are in placeo Create awareness in all the associates regarding the importance of BCP• Attrition & Buffer Management• Work with the Business Development team on:o RFE’s, RFQ’s & RFP’s for New Business• Lead the Operations Team during Transitions

• Staffing and Forecasting• Co- ordination of marketing campaigns for the company• Budget management for all the four departments• End to End Business development and delivery by liaising with insurance companies and hospitals (Kuwait market)• Development of new stream of business• B2B – Client interaction, system integration, service delivery• Performance management and appraisals• MIS• Provide Operational support for new policy set up, pre policy checkup’s and policy administration• New employee recruitment• Actively involved in creating Volume Forecast for 2011 - 12 and Staffing Model Lead and mentored operational team• Focused on quality and delivery parameters. Proactively ensured quality and timeliness of deliverables

• Handled Life and Pensions Processes• Supported 8 claims processing teams• Work included Quality Assurance, Query Resolution, Work Planning, Training and Accreditation, New process implementation and stabilization, Conducting Quality Sessions and monitoring performance against SLA’s• Responsible for mapping and effecting turnaround time for the entire business line • Analyze individual, team and program/account performance on a regular basis, perform root cause analysis and develop corrective action plans. Regularly schedule one on one meeting to ensure SLA's are met. Effectively and appropriately interface with Support Services staff to ensure the policies of the company are followed• Responsible for scheduling and coordinating the training needs of different teams through statistics analysis, work monitoring, and technician mentoring• Ensure in creating and maintaining an environment in which quality flourishes and in recommending resources to reach new standards• Ensuring adherence to all compliance guidelines• Answer valuation enquiries from UK- India Case Managers, sourcing data from systems records contained in valuation packages and elsewhere• Preparing of routine and management reports. Ensure accurate and timely reporting to customers and top management• Manage work queues • Identify the next generation trainers/authorizers for the team/organization and mentor them accordingly to achieve their personal/professional growth.• Identify, facilitate and implement process improvement ideas to improve efficiency. • Attend weekly and monthly con calls with counter parts

• Handled Life and Pensions Processes• Supported 8 claims processing teams • Work included Quality Assurance, Query Resolution, Work Planning, Training and Accreditation, New process implementation and stabilization, Conducting Quality Sessions and monitoring performance against SLA’s• Responsible for mapping and effecting turnaround time for the entire business line• Developed best practices in terms of building Business as Usual checklists, macros and spreadsheet to help standardize practices and cut down on processing times• Created Cross Training Matrix and drove the program for implementation• Identified training needs for team members• Attend Weekly Client Calls to discuss BAU specifics, performance, updates and refresher trainings• Fostered process improvements idea which saved time to ‘assess a request’ resulting is reduced TAT (Turn around Time)• Delivered presentations to the teams and management explaining the team performance, highlighting achievements and addressing areas of concern