Apr 2026 – Present · 1 mo

Oct 2023 – Apr 2026 · 2 yrs 6 mos

Jan 2021 – Oct 2023 · 2 yrs 9 mos

May 2016 – Dec 2020 · 4 yrs 7 mos

Jul 2014 – Apr 2016 · 1 yr 9 mos

• Process Improvement:
•  Responsible for process improvement, process standardization, process definition, capability building (Six Sigma & Lean), ensuring client satisfaction by delivering business value for Life Insurance (US) clients
•  Leading and mentoring the continuous process improvement projects / initiatives in assigned processes
•  Driving Kaizen events in the assigned processes / LOB
•  Facilitating the inculcation of a knowledge building & sharing culture.
• Quality Management:
•  Accountable for transnational quality of the assigned processes
•  Ensuring smooth functioning of QA team to meet business
•  Setting QA process for newly migrated processes
•  Supporting migration team from QA standpoint
•  Perform RCA’s and identify improvement opportunities
•  Ensuring zero defect deliverable's to customers/clients or within the acceptable accuracy levels as defined in the SOW/Contract
•  Supervise staffing, responsible for sufficient & relevant sampling
•  Scheduling & scoping of calibration. Ensuring that calibration is conducted accurately, timely and with adherence to standards
•  Ensuring adherence to internal and external audit guidelines
•  Setting the transaction guidelines and documenting the procedure in the quality standard document
•  Hiring and Induction of new hires into the quality function based on requirements
•  Responsible for invoicing audit and validation from billing standpoint

Feb 2012 – Jun 2014 · 2 yrs 4 mos

•  Managing and reporting key contractual metrics through transaction monitoring framework
•  Leading the continuous process improvement projects / initiatives in assigned processes
•  Driving Kaizen events in the assigned processes / LOB
•  Capability building within the team by conducting QC module sessions
•  Performing RCA’s and identify improvement opportunities
•  Supervise staffing, responsible for sufficient & relevant sampling
•  Scheduling & scoping of calibration. Ensuring that calibration is conducted accurately, timely and with adherence to standards
•  Ensuring adherence to internal and external audit guidelines
•  Hiring and Induction of new hires into the quality function based on requirements
•  Responsible for invoicing audit and validation from billing standpoint
•  Responsible for driving the Bottom Quartile Management
•  Identify the improvement area and organizing the cross training required for the auditors

Jan 2010 – Jan 2012 · 2 yrs

•  Responsible for half yearly and yearly appraisal for the team
•  Overseeing management of operations to ensure execution of service agreements at or above the customer's standards.
•  Enhancing business and maximizing profitability through quality customer servicing, effective, prompt communication and following-up on all pending matters.
•  Attending to all employee performance problems in accordance with company’s policies and procedures.
•  Maintaining projects data and preparing required reports, weekly/ monthly dashboards.
•  Involved in conducting regular team meetings and individual guidance sessions.
•  Monitoring the performances and jobs performed by team members for ensuring quality service.
•  Interfacing with the client over the phone, through email & in person.
•  Coaching and monitoring within the team.
•  Conducting conference calls with the client discussing performance and key issues.
•  Preparing daily reports & reporting the same to the duty manager. Resolving general process related queries with the team. c and retention plan.
•  Taking 1:1 session with the team members in order to know their personal development areas.

Feb 2009 – Dec 2009 · 10 mos

•  Training and knowledge sharing within team
•  Inventory management and reporting’s
•  Managing teams logistic issues
•  Attending client calls and discussing the process related queries
•  Preparing the procedural documentation for processing

Apr 2006 – Jan 2009 · 2 yrs 9 mos

•  Reinstatement and Premium Calculation
•  Application of premium on policies
•  Working as backup QCA
•  On call training and imparting knowledge