Summary
Overview
Work History
Accomplishments
Timeline
Generic

Ashwini Patwardhan

Assistant Manager - Operations
Bengaluru

Summary

Accomplished leader with a proven track record of optimizing operations and driving organizational efficiency. Excels in leveraging exceptional decision-making skills and strategic judgement to significantly impact company success. Brings extensive experience in implementing effective training programs, enhancing monitoring processes, and fostering a culture of high morale and engagement. Known for a hands-on approach to cultivating teamwork and excellence, resulting in marked improvements in employee performance and satisfaction.

Overview

17
17
years of professional experience

Work History

Assistant Manager - Operations

ReSource Pro
5 2022 - Current
  • Currently managing a team of 80 people across 6 different clients for the Policy Checking team.
  • On-boarding new Clients & overseeing their daily operations to ensure utmost satisfaction.
  • Supporting onsite business development team to acquire new clients and cross sell to existing ones.
  • Onboarded tasks like 'Check Endorsements', 'Remarketing' and 'Downloading documents from carrier websites' for multiple clients.
  • Ensuring optimum work force management by forecasting the volume of transactions and aligning team members accordingly.
  • Resolving client issues by analyzing the root cause and implementing corrective actions after coordinating with various stakeholders.
  • Driving performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.

Sr Team Manager - Operations

Gallagher Service Centre LLP
01.2019 - 04.2022
  • Led a pilot to create a new E&O Mitigation team, and also handled the regulatory compliance-Form filling team, having a direct impact in reducing Fines & Penalties for the company.
  • Managed the Global Audits Team across two different geographies.
  • Engaged in improving processes through re-engineering, system checks and process automation.
  • Led the weekly Onshore Calibration calls and shared constructive feedback with the concerned teams.
  • Applied effective time management techniques to meet deadlines.

Team Manager - Operations

Gallagher Service Centre LLP
06.2016 - 12.2018
  • Managed the claims operations payment team and setup the first outbound calling team to get the missing details from vendors.
  • Responsible for Day-to-Day operations, SLA management and Quality Management
  • Created New Hire Training Plans and SOP's and coordinated with various departments to ensure seamless transition.


Team Leader - Operations

Willis Towers Watson
04.2015 - 05.2016
  • Led the newly formed General Insurance Team of 15 members in Policy Issuance and Billing Process.
  • Responsible for calculating premiums and issuing insurance policies for aircraft.
  • Mentored Sr Process Analysts to transition them into the Team Leader role.
  • Achieved SLAs on Accuracy, productivity and TAT as per agreed standards with internal/external stakeholders.

Team Leader - Operations

Bank of New York Mellon
10.2009 - 03.2015
  • Responsible for transitioning Instructions Verification Centre from Brussels to Pune.
  • Accomplished multiple tasks within established timeframes.
  • Analyzed and optimized Quality, AHT and team's overtime.
  • Cross-trained all existing employees to maximize their agility and performance.

Quality Coach

Hutchison 3 Global Services
05.2007 - 09.2009
  • Evaluated calls and coached the advisors towards better performance.
  • Applied coaching techniques and tools to support managers and team members in improving performance.

Accomplishments

    AINS Certification

    Cleared the AINS 21 & AIC 30 Exam from The Institutes


    Set up the outbound calling team at Gallagher

    Set up an outbound calling team, along with creating their SOP’s and scripts, in turn reducing the TAT for Vendor queries


    Yellow Belt Six Sigma Project at Gallagher

    Successfully delivered a high impact project to reduce the variance in the output

Timeline

Sr Team Manager - Operations

Gallagher Service Centre LLP
01.2019 - 04.2022

Team Manager - Operations

Gallagher Service Centre LLP
06.2016 - 12.2018

Team Leader - Operations

Willis Towers Watson
04.2015 - 05.2016

Team Leader - Operations

Bank of New York Mellon
10.2009 - 03.2015

Quality Coach

Hutchison 3 Global Services
05.2007 - 09.2009

Assistant Manager - Operations

ReSource Pro
5 2022 - Current

Similar Profiles

CREATE PROFILE
Ashwini PatwardhanAssistant Manager - Operations