Avinash Takalkar

Process - Servify Insurance (Inbound, Outbound, and Email).

Team size - 130 associates.

• Oversee the end-to-end claims lifecycle – from initiation to resolution.
• Ensure timely validation, processing, and closure of accidental or damage claims.
• Coordinate with service centers, OEMs (Original Equipment Manufacturers), and logistics partners for repair/replacement.
• Monitor TAT (Turnaround Time) and service quality.
• Collaborate with OEMs, third-party repair centers, and logistics providers.
• Maintain SLAs with partners for seamless device pickup, repair, or replacement.
• Onboard new vendors and manage performance reviews.
• Handle escalations and ensure high CSAT (Customer Satisfaction Score).
• Drive customer support strategies aligned with Servify’s policies.
• Work with tech/support teams to improve self-service tools or chatbot flows.
• Identify gaps in current workflows and implement process improvements.
• Use data to track performance metrics (claims ratio, turnaround times, customer feedback).
• Ensure compliance with regulatory standards and insurance norms.
• Lead and train a team of customer service agents, claim processors, and backend ops staff.
• Implement SOPs (Standard Operating Procedures) and ensure adherence.
• Generate regular reports on claim volumes, repair costs, and operational efficiency.
• Present insights to management and support strategic decision-making.

Process: Bank of Maharashtra (Property, Life & Health insurance).

Team size: 105 associates.

• Experienced and performance-driven Operations Manager with a strong background in managing end-to-end insurance processes (Property, Health, and Life) within the BPO sector, supporting leading Indian banks and their insurance partners.
• Skilled in overseeing large teams and delivering high-quality operations across policy servicing, claims processing, customer support, and regulatory compliance.
• Proven ability to manage complex insurance workflows linked to bancassurance, ensuring alignment with IRDAI and RBI regulations.
• Expertise in stakeholder management, process automation, SLA adherence, and customer experience enhancement.
• Recognised for building efficient, customer-focused operations that support both retail and group insurance portfolios offered through bank channels.

Team size: 126 associates

Process - Logistics Management

• Manage resource fulfilment competencies, recruiting, selecting, and allocating.
• Managing a shift, constantly identifying opportunities to improve team performance, and owning associated change management.
• Developing and/or referring to performance metrics to drive team performance and business results.
• Identifying the business impact of trends and making data.

Team size: 73 associates.

Process: United Health Group Insurance (US process)

• Manage and maintain daily health insurance operations, including account installation, implementation, client support, contract administration, claim processing, and enrollment and eligibility.
• Lead process design and project implementation teams to identify and implement process improvements.
• Utilize principles of process excellence and related tools to diagnose and develop solutions for operational challenges.
• Monitor performance metrics such as SLAs and KPIs, conducting day-to-day analytics to ensure operational efficiency.
• Analyze trends and data shifts to identify performance gaps and proactively address potential risks.
• Develop and manage quality reporting, analysis, and audits to support continuous quality improvement initiatives.
• Manage subordinate staff in their day-to-day performance, providing guidance and support to ensure high performance.
• Foster team engagement and maintain a positive interpersonal climate within the team.
• Provide training, development, and performance evaluations to team members, ensuring alignment with organizational goals.
• Translate enterprise strategies into actionable local plans, ensuring alignment with organizational objectives.
• Ensure compliance with regulatory requirements and maintain accreditation standards.
• Oversee vendor and subcontractor compliance, coordinating with compliance teams to meet necessary standards.
• Serve as a liaison between operational teams and senior management, effectively communicating performance metrics and operational issues.
• Prepare and present reports on operational performance, highlighting areas for improvement and action plans.
• Manage stakeholder relationships, navigating complex environments to achieve business objectives.

Team size – 26 associates.

Process – Tata Motors.

Team size: 28 associates.

Process – Etisalat UAE Telecommunication Services.