Summary
Certification
Skills
Work History
Education
Overview
AccountManager

Amol Phansekar

Mumbai

Summary

  • Professional with more than 15 years of experience in business analysis, business operations, account management, customer relations and new business development.
  • Familiar with the insurance operational business model. In-depth knowledge of business process analysis and design, process rationalization, cost control, capacity planning, performance measurement and quality.
  • Keen analyst with a flair for adapting quickly to dynamic business environments. Pragmatic approach to improvising solutions and solving complex business problems.
  • An energetic, self-motivated team member with hands-on experience in business analysis, requirements gathering, application integration and customization.
  • Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
  • A sound customer and systems-oriented approach to developing business solutions; an effective leader with proven skills in working with diverse teams; guiding team members and facilitating knowledge sharing within the team.
  • An effective communicator with relationship management skills, with ability to work in very diverse environments with people from different backgrounds.
  • Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Certification

  • CII-CF1, FA1 and FA2 Certified (Financial administration exams from Chartered institute of Insurance - UK)
  • Six Sigma Yellow Belt Certified
  • Diploma in computer management
  • Fundamentals Of Business Analysis Udemy
  • Agile Business Analysis Udemy
  • Agile Requirements Foundations LinkedIn
  • TCS Agile Champion Program
  • Business Analysis For Project Managers LinkedIn
  • Agile Product Owner Role: Foundations LinkedIn
  • Certificate In Product Ownership
  • Understanding Design Thinking
  • Transition Management_
  • Automation Anywhere
  • Salesforce Einstein Analytics
  • SQL For Data Analysis LinkedIn
  • Requirements Elicitation For Business Analysts: Interviews LinkedIn

Skills

  • Requirements gathering
  • Gap Analysis
  • Process mapping
  • Data analysis
  • Workflow Analysis
  • Problem-solving
  • Agile methodology
  • Documentation skills
  • Communication skills
  • Project management
  • Operations management
  • Stakeholder management
  • Training and Development
  • Team building
  • Skills management

Work History

Business Analyst

Diligenta (TCS- UK Subsidiary), TATA CONSULTANCY SERVICES(TCS) PVT.LTD
05.2020 - Current
  • Analyse the current process for handling insurance claims, servicing and complaints for Diligenta customers
  • Understanding the business requirements in relation to a potential change or redesign
  • Reviewing the business processes, identifying and addressing the gaps/risks in the processes
  • Conducting interviews with key business users to collect information on business processes and user requirements
  • Understanding and agreeing requirements with the team and key stakeholders
  • Creating the required process mapping of the actual and target process
  • Creating written documentation to support the work, reporting on the results and presenting to stakeholders
  • Translate complex data concepts into concise and meaningful reports
  • Gathering, identifying, and documenting business requirements
  • Explaining technical jargon to non-technical/business teams
  • Simplifying requirements so that easily understood by the entire team
  • Modelling business processes and improving business workflows
  • Implementing, testing and deploying solutions to business problems
  • Implement new functional processes; execute and implement quality and process improvement projects
  • Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement
  • Build meaningful and lasting relationships with partners for optimized system integration and respond to questions and concerns from managers and executives with supporting research and recommendations
  • Coordinate with the business and IT department in all phases of the software development lifecycle.

Assistant Manager

Diligenta (UK Client-Phoenix), TATA CONSULTANCY SERVICES(TCS) PVT.LTD
10.2017 - 05.2020
  • Manage internal business movement from Pune to Nagpur
  • Manage new transition of project (Onshore to Offshore)
  • Supervised day-to-day operations to meet performance, quality and service expectations
  • Manage UK Life & Pension business with team size of 12+ FTEs
  • Successfully managed budgets and allocated resources to maximize productivity and profitability
  • Ensure no disruption to BAU due to platform migrations and / or business transitions
  • Efficiently utilize all available resources in Operations team to ensure timely, cost efficient and quality delivery to stakeholders
  • Drive initiatives in the team that contribute to long-term operational excellence
  • Manage Learning and development initiative
  • Track new business transition and ensure timely sign off
  • Prepare risk maps and Ensure quality and accuracy of procedures are maintained and administered
  • Ensure mandatory assessment are completed on time
  • Publish weekly and monthly dashboards
  • Maintain close working relationships with the onshore operations teams
  • Understands and aligns with change, Monitors implementation, Challenges status quo
  • Creates and tracks developmental plans
  • Ensures unbiased and fair performance management.

Team Manager

CAPITA INDIA PVT.LTD- PHOENIX OF UNITED KINGDOM - LIFE & PENSION PROCESS
03.2008 - 10.2017
  • Responsible for back-office operations, accountable for the quality of processes and compliance with company procedures
  • Managed various teams in the areas of customer service and claims processing
  • Conducted regular team meetings to align work towards common goals
  • Maintained close working relationships with onshore operations teams
  • Build a positive, productive team environment and resolve conflicts quickly
  • Ensure appropriate number of quality reviews on completed, approved high value claims
  • Filter all requests/returns/referrals and resolve/address before they are sent to the UK
  • Ensure all customer complaints are subject to root cause analysis with corrective and preventative actions
  • Ensure process training and accreditation is undertaken for new joiners/existing team members
  • Actively work with the technical team to identify and share process/product updates between UK and India
  • Responsible for reviewing process guides as per schedule and incorporating any changes during the period
  • Ensure quality and accuracy of procedures are maintained and managed
  • Regularly analyse requests/quality errors to identify trends, close gaps and expand the scope of the procedures
  • Log breaches and conduct investigations, raise team member awareness of the impact of breaches
  • Process and manage all standardized customer escalations by conducting investigations/fact finding and coordinating with Capita onshore team as required
  • Review workflows to ensure compliance with process and quality standards as well as internal and external regulations
  • Conduct calibration meetings with the client to understand expectations, provide feedback and reports, and resolve issues or escalations
  • Identify, recommend, and assist in the implementation of process improvement initiatives to increase efficiency
  • Accountable for individual performance goals and contribution to team performance goals to ensure team members are doing the right thing at the right time for the customer
  • Conduct monthly and annual appraisals for direct reports and set clear and measurable goals, action plans and follow up.

Customer Service Associate

RELIANCE INFOSTREAM PVT LTD/BPO
06.2007 - 03.2008
  • Providing online support to customers in Hindi/English/Marathi
  • Handling incoming calls for Reliance Mobile services, R-world services, Service Barred Reason
  • Making outbound calls to get area updates and know the status of the complaint from the respective receiving station
  • Getting complaints dump from CMS software, formatting in MS-Excel and preparing for outbound callers
  • Preparing break schedules for the team and assisting the team leader in preparing reports
  • Preparing Excel files for intranet scenarios with important information and setting hyperlinks to access the information in case of system failures.

Education

MBA: Finance -

Sikkim Manipal University
07.2010

B. Com -

Mumbai University
03.2007

H.S.C. -

Mumbai University
02.2004

S.S.C. -

Pune University
03.2002

Overview

16
16
years of professional experience
1
1
Certificate

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Amol Phansekar