Ashish Sinha
Pune
Summary
Dynamic professional with a proven track record, excelling in team leadership and process improvement. Achieved a 15% reduction in turnaround time through innovative automation initiatives. Skilled in stakeholder engagement and compliance oversight, driving operational excellence and enhancing customer satisfaction.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Self Employed
Freelancer
Pune
08.2025 - Current
- Resolved 90% of customer inquiries on the first contact by utilizing effective problem-solving and active listening skills.
- Managed an average of 30+ customer interactions daily across various channels (Email, live chat), maintaining a 95% customer satisfaction rating.
- Utilized CRM software (e.g., Salesforce) to track interactions and manage customer data, ensuring personalized and efficient follow-ups.
- Collaborated with clients and internal teams to provide customer-centric insights, contributing to a customer retention.
- Adapted quickly to new environments and challenges.
- Created or maintained database of customer accounts.
Deputy Manager
Gallagher Service Center
Pune
06.2024 - 07.2025
- Led a 30-member team managing UK Pension and Insurance operations, ensuring accuracy, timeliness, and compliance.
- Analyzed and re-engineered business processes to reduce errors and improve efficiency.
- Designed and implemented automation and process improvement initiatives, improving turnaround time by 15%.
- Partnered with stakeholders to map and document workflows, identify pain points, and deploy corrective actions.
- Developed performance dashboards and monitored KPIs for continuous improvement.
- Managed claims and policy administration processes, including verification, review, and client communication.
- Handled escalations, resolved complex cases, and ensured 100% compliance with internal and client standards.
- Communicated with clients to address questions, concerns, and needs and provide quality customer service.
- Created weekly reports highlighting progress made against key performance indicators.
- Coached and mentored team members to improve accuracy, productivity, and engagement.
Assistant Manager
TCS
Pune
03.2022 - 06.2024
- Supervised due diligence, KYC/AML, and transaction review for UK banking operations.
- Ensured high accuracy and compliance with FCA and internal governance standards.
- Collaborated with quality and compliance teams to strengthen control frameworks.
- Led training programs and maintained 99.9% accuracy in transaction processing.
Assistant Manager
Mercer
Pune
09.2015 - 03.2022
- Transitioned and stabilized UK Pension Operations (40+ FTEs) with full process documentation and KPI governance.
- Led Lean improvement projects that improved accuracy from 70% to 95% within 3 months.
- Developed process maps and SOPs for standardization across teams.
- Reduced turnaround time by 20% through process redesign and workload optimization.
- Conducted root cause analysis and implemented corrective measures to enhance quality and SLA performance.
Associate
WNS
Pune
05.2014 - 09.2015
- Processed and validated US insurance claims (Property & Auto) with strict quality and compliance adherence.
- Coordinated with internal teams to ensure timely resolution and data accuracy.
Team Member
Bank Of America
Gurugram
08.2011 - 05.2013
- Handled account setup, loan processing, and reconciliation with a focus on process quality.
- Supported internal audit reviews and risk assessments.
Education
BBA - Management
Hierank Business School
Noida06.2010
Skills
- Team leadership and delegation
- Process improvement and automation
- Six Sigma methodology
- Business process mapping
- Banking operations expertise
- Stakeholder engagement
- Cross-functional collaboration
- Risk assessment and management
- Compliance oversight
- Root cause analysis techniques
- Performance metrics evaluation
Certification
- Certified in Pension Calculations, Pensions Management Institute, UK
- Data Science Certification (Python), Learnbay, 2023
Personal Information
- Title: Deputy Manager
- Date of Birth: 12/17/89
Timeline
Self Employed
Freelancer
08.2025 - Current
Deputy Manager
Gallagher Service Center
06.2024 - 07.2025
Assistant Manager
TCS
03.2022 - 06.2024
Assistant Manager
Mercer
09.2015 - 03.2022
Associate
WNS
05.2014 - 09.2015
Team Member
Bank Of America
08.2011 - 05.2013
BBA - Management
Hierank Business School