Luku George Thomas

• Set up operations team for Rapid Damage Assessment solution with flex concept being introduced.
• Successfully integrate team members to product support model.
• Collaborated with product engineering teams to implement requested features and address weaknesses.
• Operational planning for team during course of working weeks.
• Event support for customers and data partners onboarded and ensuring quality in service provided to end customer.
• Design and implement operational strategies to ensure effectiveness in operational handling.
• Design SOP for every process as per governance standards.
• Client management to ensure customer delight.
• Strong understanding of downstream and upstream systems.

Responsible for operational stability and creating a differential client experience on day to day basis. Along with brining the team up in line with the growth of the market (Africa).

Accomplishments

• Strong regular connects with key clients to ensure that client satisfaction is not impacted
• Ensuring highly engaged team to run the day to day operational huddles – EES 100%
• Navigating ambiguity within the team during the various organizational changes and operational changes in regions.
• Ensuring High level of quality in data entered into reinsurance systems
• Creating operational XFT with business decision makers to create a positive impact on renewals
• Bridging value chain gaps effecting a happy client in every situation raised

Entrusted to handle clients of Swiss Re on the French market, handling payments and claims of the clients to be entered Swiss Re ledger with 100% quality as well as plausibility checks done. Client centricity ensured by ensuring the right payments reach out to the client on time as well as ensuring ongoing collaboration. Two years of exposure on the on leadership as the deputizing the team and vital role in supporting of team leader.

Responsibilities

• Regular audit of data in systems to ensure quality of reporting by the client and keeping Swiss Re quality at the top.
• Reviewing client accounts reported before entering into system.
• Regular Interactions with clients over mail.
• Training /mentoring and integration of new team members to get on board as soon as possible.
• Regular internal cross-functional meetings to better service the

client.

• Simplify the existing process keeping an end to end thinking
• Develop reports or reporting tools to make achieving targets effective
• Coordinating the weekly tasks for the team to achieve higher KPI's § Deputizing the manager (2years) – Operational and people management
• Monitoring & reporting on standards & performance targets.