Afzal Hussain
Mumbai
Summary
Dynamic Operations Team Manager with a total of 11.5 years of experience and over 4 years of experience at Marsh McLennan, specializing in global placement and follow-market portfolio solutions (Fast Track Facility). Proven track record in managing complex insurance operations across the US, Canada, LATAM, and Europe regions. Expert in streamlining policy issuance, endorsement stamping, and risk bordereau management. A strategic leader recognized for participating and actively involved in building high-value technical processes in India to enhance global turnaround times. Adept at leveraging Jira for workflow optimization and collaborating with global stakeholders to drive operational excellence.
Overview
12
12
years of professional experience
Work History
Team Manager - Placement (FastTrack Facility)
Marsh McLennan
Mumbai
11.2021 - Current
- Led a cross-functional team across three core workstreams: Policy/Endorsement issuance for US, Canada, LATAM, and EMEA regions, Premium Settlement and Monthly Risk Bordereau preparation for Markets behind FastTrack portfolio solutions.
- Strategized and executed resource planning for high-volume peak sessions, consistently meeting region-specific SLAs through proactive workflow optimization.
- Spearheaded a business transition following a strategic visit to the UK, successfully migrating the endorsement stamping process to the Mumbai operations team to significantly improve turnaround times (TAT).
- Managed the "Fast Track Facility" (Follow-Market Portfolio Solutions), driving the creation of complex insurance policies based on lead policy terms.
- Exercised delegated authority to stamp endorsement documents and sign Facultative Reinsurance certificates, leveraging deep technical expertise to ensure compliance with global guidelines.
- Collaborated with Global Placement Leaders on a monthly basis to translate regional requirements into actionable operational workflows.
- Acted as the primary escalation point for regional placement issues, resolving complex bottlenecks through negotiation and technical problem-solving.
- Partnered with Underwriting teams to prioritize high-value, urgent policies, ensuring client deadlines were met without compromising quality.
- Liaised with Billing and Finance units to streamline local placement invoicing, ensuring financial accuracy across diverse global regions.
Process Expert - Exports
Maersk GSC
Mumbai
08.2018 - 11.2021
- Handling end-to-end customer service and operations for premium Maersk's clients such as Ford, General Motors & Mercedes-Benz along with Renault and ISUZU motors.
- Co-ordinating with finance team to check the payment closure so I can issue the final Bill of Lading.
- Contacting clients for outstanding payments and bill release documents.
- Co-ordinating with documentation team to make any amendments in the bill and shipping instructions.
- Sending booking confirmation and making booking amendments as per clients' requirements.
- Contacting clients and advising on vessel (container ship) delays and working on action plan to roll bookings to the nearest vessel sailing possible.
- Co-ordinating with sales support team to file rates and update correct contract for clients.
- Managing manifestation of all bookings to the terminal's portal.
- Preparing Shipped-on-Board report every week which is an exclusive service provided to Ford.
- Managing all shipping documents until the container is loaded onto the vessel.
Senior Associate - Operations
Willis Towers Watson
Mumbai
07.2015 - 08.2018
- Work on the end-to-end renewal process for clients.
- Analyze and issue documents required during the renewal period.
- Contact the clients for Letter of Authority (LOA) and additional documents if required.
- Prepare the Client Proposal Workbook which is an overview of the active policy and the upcoming policy.
- Prepare the claims' reports for meetings and marketing purposes.
- Research and analyze client's policy history in EPIC data application for enhancing claims details.
- Contact the carriers (Insurer) and Third Party Administrators for claims raw data through calls and emails.
- Co-ordinate with the clients and carriers when the clients need the loss runs reports on priority basis.
- Browse carriers' website to extract loss runs data for reporting and summarizing purposes.
- Maintain the metrics of clients' commercial line's policies during the renewal period.
- Summarize the claims in the pivot tables and charts showing trends of loss ratio, exposure and rate.
- Conduct quality circles for sharing process updates and for process improvement.
Senior Associate - Digital
WNS Global Services
Mumbai
07.2014 - 07.2015
- Handled the customers' grievances with regards to their online account.
- Referred and used SAP and Agent Workbench tools to resolve Customers' queries/concerns.
- Achieving monthly KPI as per agreed SLA and quality.
- Conducted process training for new team members.
Education
Masters - Commerce - Management
Tolani College of Commerce
Mumbai01.2015
Bachelors - Commerce
S.M Shetty College of Commerce
Mumbai01.2013
Higher Secondary Education -
Valia College of Commerce, Science
Mumbai01.2010
Secondary Education -
St. Lawrence High School
Mumbai01.2008
Skills
- Compliance management
- Workflow optimization
- Customer relationship management
- Team leadership
- Complex problem solving
- Resource planning
- Process improvement
Personal Information
- Date of Birth: 11/10/91
- Nationality: Indian
Attributes
- Knowledgeable in research and key work implementation
- Excellent communication skills - Oral and Written
- Self-motivated | Positive attitude | Hardworking | Quality judgment
- Team player | Adaptable
Timeline
Team Manager - Placement (FastTrack Facility)
Marsh McLennan
11.2021 - Current
Process Expert - Exports
Maersk GSC
08.2018 - 11.2021
Senior Associate - Operations
Willis Towers Watson
07.2015 - 08.2018
Senior Associate - Digital
WNS Global Services
07.2014 - 07.2015
Masters - Commerce - Management
Tolani College of Commerce
Bachelors - Commerce
S.M Shetty College of Commerce
Higher Secondary Education -
Valia College of Commerce, Science
Secondary Education -
St. Lawrence High School