I have been serving as a Business Process Leader. In this role, I have been actively engaged in stakeholder management, team leadership, process enhancement, and customer service. My responsibilities include collaborating with stakeholders to clarify expectations, leading recruitment, training, and coaching of teams, streamlining business processes, fostering a customer-centric approach, ensuring quality assurance, conducting audits, and facilitating training and development initiatives.My key achievements at Tata Consultancy Services include setting up ID arrangements and application approvals for new hires across different locations, handling pre-migration project calls, and contributing to product testing. I have also been proactive in identifying and resolving breaches and errors, reporting process-driven complaints to senior management, and mentoring new hires.

During my tenure at Capita India Pvt. Ltd., I conducted sample checks and audited letter outputs to meet compliance requirements. I played a vital role in implementing quality control and mentoring team members who required improvement. Organizing regular feedback sessions, analyzing error trends, and optimizing processes were part of my routine, along with conducting one-on-one feedback sessions for improvement. Additionally, I conducted pre-checks and validated claim money distributions for anti-money laundering compliance, chaired knowledge-sharing workshops, planned and delivered training for new hires, and oversaw audits of team-processed settlement claims. I was actively involved in weekly team meetings addressing complaints and breaches, served as the designated focal point for employee satisfaction initiatives, and contributed to a comprehensive claims settlement end-to-end process review project. I also played a key role in coaching recruits, ensuring their performance reached its peak leading up to licensing.In terms of achievements, I earned recognition as the Best Auditor in Centralized Audit, reflecting my commitment to quality. I also led efforts to enhance the customer experience by proactively controlling mistake trends and shared monthly error root cause analyses with Operations Senior Management, facilitating process improvements. Furthermore, I mentored new trainees, conducted valuable individual feedback sessions (1-2-1), identified areas for improvement, and assisted a Performance Improvement Programme (PIP) participant in achieving higher performance levels to remain on the team. These accomplishments underscore my dedication to quality assurance, process optimization, and team development.

During my tenure as a Life Underwriting Team/Insurance Executive at Prudential UK Plc, I played a key role by conducting meticulous medical underwriting reviews, collaborating with customers, third parties, hospitals, and doctors to gather vital information. I also mentored the onshore team, guiding them through the licensing process and imparting knowledge of processes and quality criteria. My focus on ensuring compliance with SLAs and TAT for timely case resolution was unwavering. Additionally, I held overall accountability for reviewing and processing life insurance payouts, conducting rigorous pre-checks, and anti-money laundering checks to prevent fraudulent payments. I accumulated crucial information through engagement with various stakeholders. My contributions as part of the Underwriting team in complex projects, including the implementation of checklists to reduce process errors and leading underwriting seminars on medical sickness and its implications, further highlight my expertise in medical underwriting and my commitment to process improvement and team development.