Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Languages
Personal Information
Timeline
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Amit Dhumal

Amit Dhumal

Pune

Summary

Dynamic Team Lead with expertise in Catastrophic Risk Modelling and Marine Insurance Operations. Proven track record in BCP Planning and enhancing workflow efficiency. Ready to drive operational excellence and elevate customer satisfaction.

Overview

14
14
years of professional experience

Work History

Asia Customer Service Team Lead Accelerator -

BP India Pvt Lmtd.
Pune
08.2024 - Current
  • Managed the entire end-to-end order-to-cash teams across India, Australia, New Zealand, delivering excellence in customer service.
  • Transitioned the entire process from due diligence to BAU.
  • Developed standard operating procedures to ensure consistency in operations and compliance.
  • Oversaw daily operations and improved workflow efficiency across multiple teams.
  • Created clear documentation of all processes including flowcharts, user guides, and standard operating procedures.
  • Developed and implemented transition plans to ensure smooth changeover from legacy systems to new solutions.
  • Collaborated with other departments to enhance overall customer satisfaction strategies.

Deputy Manager

Allianz Services India
Pune
01.2020 - 08.2024
  • Leading end-to-end marine insurance catastrophe modeling and policy administration operations, right from recruitment, transition, transfer documents, quality management, capacity planning, measuring performance, and coaching, meeting the agreed SLAs.
  • Planning and executing agile methodology projects with proficiency in streamlining business processes, defining continuous improvement processes, while adhering to the SLAs, and ensuring effective efficiency gains.
  • Planned strategic business continuity planning with an unorthodox approach to stabilizing business requirements during the pandemic.
  • Actively engaged in maintaining database information, processing documents, and fulfilling contractual reporting requirements.
  • Managing and leading the Allianz Core & Internal Compliance Team, and assisting the organization in getting certified in ISO, QMS, ISMS, and CMMI audits.
  • Led organization-wide people engagement teams to ensure the highest level of employee satisfaction, and helped in getting the organization GPTW and AES awards.

Team Manager

Capita India
Pune
12.2018 - 12.2019
  • Contributed to and consulted on the process transition of a voice, chat, and email logistics process.
  • Pivotal in efficiently addressing the transition to BAU lags and helping to get a quick fix.
  • Led and contributed to internal strategic process improvement projects to increase profitability and efficiency.
  • Pivotal in efficiently addressing client escalations and ensuring effective client interaction.
  • Help set strategic KPIs and derive more than expected SLA results for the process while managing two locations in Pune and Mumbai.
  • Introduced a robust action plan to mitigate attrition and improve employee engagement.
  • Administered monthly and annual reviews to direct reports, and set clear and measurable goals, action plans, and follow-up procedures.

Assistant Manager

EXL Services Pvt Lmtd.
Pune
06.2011 - 11.2018
  • Led/facilitated process transition from due diligence to BAU
  • Assisted in Hiring and On-boarding activities through identifying appropriate skill set of people required for the process
  • Identified and fixed post transition process lags and help provide effective solutions to ensure smooth business operations
  • Reporting the process health on continuous basis to internal and external stakeholders with micro to macro level data representation
  • Developed productive, profitable and achievement oriented working environment for employees
  • Increased employee performance and job satisfaction to strengthen retention and engagement.
  • Defined clear targets and objectives and communicated to other team members.

Education

Graduation -

Himalayan University
Pune, Maharashtra

HSC -

Ness Wadia College of Commerce
Pune, Maharashtra

Secondary School Certificate -

Ornella's High School
Pune, Maharashtra

Skills

  • Catastrophic risk modeling
  • Marine insurance operations
  • agile scrum master
  • BCP planning
  • Neuro-linguistic programming
  • British Council language assessment
  • Train the trainer
  • Microsoft Office
  • Process compliance and governance

Websites

Accomplishments

  • Employee Of the Year Award 2023
  • Allianz Inter House Soccer Champion 2023
  • People and Customer Excellence Champion 2022
  • Best Team Award Q3 2022
  • Achiever Award 06/01/22
  • Certified Agile Scrum Master 2022
  • Captain of Allianz Annual Inter House Games Competition

Languages

  • English
  • Hindi
  • Marathi

Personal Information

  • Date of Birth: 06/17/90
  • Nationality: Indian
  • Place of Birth: Pune

Timeline

Asia Customer Service Team Lead Accelerator -

BP India Pvt Lmtd.
08.2024 - Current

Deputy Manager

Allianz Services India
01.2020 - 08.2024

Team Manager

Capita India
12.2018 - 12.2019

Assistant Manager

EXL Services Pvt Lmtd.
06.2011 - 11.2018

Graduation -

Himalayan University

HSC -

Ness Wadia College of Commerce

Secondary School Certificate -

Ornella's High School

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Amit Dhumal