Abhishek Kumar Tripathi
Uruli Devachi, Hadapsar, Pune
Summary
Dynamic leader with extensive experience at TATA Consultancy Services, skilled in people management and operations monitoring. Achieved a 30% increase in customer satisfaction through strategic process improvements. Proficient in forecasting and planning, I excel in driving team performance and enhancing operational efficiency in the P&C domain.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Assistant Manager (P&C Domain - US Market)
TATA CONSULTANCY SERVICES
Pune
06.2022 - Current
- Managing 2 leads, overseeing 50+ back-office staff, ensuring operational smoothness, and high productivity
- Capacity planning and resource utilization by forecasting requirements and increasing efficiency
- Focus on reducing costs and increasing profits of the organization by regularly reviewing the salary and deployment of resources
- Regular Client interaction and discussions over process performance progression, and key metrics
- Prepare and present comprehensive weekly and monthly reports for internal and external stakeholders, showcasing performance metrics, and key insights
- Enhance operations performance, driving an increase in FTE gain
- Devise personalized development plans for employees
- Provide coaching, guidance, and resources to enhance employee skills and performance
- Identified and implemented measures to improve process operations, resulting in a 30% boost in customer satisfaction levels
- Interviewed prospective employees and provided input to HR on hiring decisions
- Managing new hires onboarding
- Evaluated individual and team business performance and identified opportunities for improvement
- Managed customer service inquiries and complaints in a timely manner
- Developed a system for tracking daily production and utilization
- Analyze business performance data and forecasted business results for upper management
- Managing policy quotations and binding processes, ensuring accuracy and compliance with US market standards
Senior Team Manager- Sr. Team Lead (P&C Broking)
Gallagher Service Center, LLP
Kolhapur
10.2019 - 05.2022
- Manage a team of 25 individuals in the P&C Broker Insurance domain
- Prepare and present weekly/monthly decks to both internal and external stakeholders, ensuring clear and transparent communication
- Monitor performance metrics and ensure efficient capacity utilization to meet organizational targets
- Played a pivotal role in the Kaizen team, driving process improvements across the team and other operational units
- Implement process changes when necessary, optimizing workflows for enhanced process outcomes within SLA adherence
- Foster knowledge sharing and teamwork, inspiring and empowering team members to deliver high-quality results
- Liaise with onshore branch SPOCs and branch managers, facilitating effective communication to operational staff and ensuring seamless processes
- Oversaw the end-to-end management of new business processes and inspection reviews to ensure seamless operations and compliance
Assistant Manager (P&C Domain - UK Market)
EXL Services.com ( I ) Pvt. Ltd.
Pune
11.2015 - 09.2019
- Managed team performance and development in the UK P&C Insurance process, ensuring alignment with client requirements
- Led operational activities and client requirement management, enhancing team efficiency in the UK P&C Insurance domain
- Conducted performance reviews and spearheaded process improvements, completing multiple projects to drive team success
- Oversaw policy administration processes such as renewal reviews, endorsements, and cancellations, maintaining adherence to UK market regulations
Group Leader (P&C Domain - UK Market)
EXL Services.com ( I ) Pvt. Ltd.
Pune
04.2013 - 11.2015
- Led a team of 5 in insurance back-office operations, efficiently managing queries and identifying training needs
- Developed and implemented comprehensive training plans, enhancing operational proficiency
- Delivered targeted training sessions, addressing identified skill gaps and improving overall team performance
Associate (P&C Domain - UK Market)
Exlservice.Com
Noida
11.2010 - 03.2013
- Provided business support to onshore teams by efficiently handling policy administration tasks, including renewals, endorsements, and cancellations
- Consistently met targets and adhered to SLAs
- Implemented process improvement ideas to streamline workflows
Education
B.Com -
Veer Bahadur Singh Purvanchal University (VBSPU)
07-2007
Skills
- People management and employee relations
- Forecasting and planning
- Conflict resolution
- Operations monitoring and process improvement
- Customer relationship management
- Strategic partnerships development
- Project planning and execution
- Business operations management
- Data evaluation and analysis
- Workflow optimization
Certification
- Six Sigma Green Belt Certification
- Train the Trainer
Process Improvement Projects
Query management/escalation reduction - irrelevant queries were being sent to onshore, and we were getting multiple escalations I put a process of validation of each and every query by SMEs before sending it to the client to ensure that we only send relevant queries to them with saving of 0.5 FTE
Automation of utilization tracking - I created an MS Access tool to capture end-to-end hours of individuals, prepare the utilization for them, and generate operational reports
Change in renewal process - the company was losing customers, as well as money, and even logically, it was not correct, so I took the initiative to change the process and take approval from the client's risk management team which resulted in customer retention and saved £6000 annually for client
Automation of the manual work - I created a tool based on simple Microsoft Excel Visual Basic (Macro) to take the details from the client application and fill up the Word document form, which helped the team achieve the targets efficiently and minimize the error rate
Accomplishments
- Awarded by client for best performer of the year
- Got CEO Award from client
- Got recognition for best team lead
Timeline
Assistant Manager (P&C Domain - US Market)
TATA CONSULTANCY SERVICES
06.2022 - Current
Senior Team Manager- Sr. Team Lead (P&C Broking)
Gallagher Service Center, LLP
10.2019 - 05.2022
Assistant Manager (P&C Domain - UK Market)
EXL Services.com ( I ) Pvt. Ltd.
11.2015 - 09.2019
Group Leader (P&C Domain - UK Market)
EXL Services.com ( I ) Pvt. Ltd.
04.2013 - 11.2015
Associate (P&C Domain - UK Market)
Exlservice.Com
11.2010 - 03.2013
B.Com -
Veer Bahadur Singh Purvanchal University (VBSPU)
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