Bhavana Mattoo Shah
Summary
- Dedicated and results-oriented professional with over 16 years of experience in People Management, Process Management, and Partner Relationship. Seeking opportunities to leverage Six Sigma Green Belt certification and expertise in operational efficiency enhancement, process re-engineering, and team management to drive impactful results Operations Management. PROFILE & STRENGTHS
- Diligent and resourceful professional with hands on expertise in devising measures for enhancing Operational efficiency through effective transformation, process re-engineering.
- Team Management of over 50 team members with expertise on Insurance portfolios:
- Individual Life Insurance Products (US)
- Group Benefits Life Insurance & Disability Products (US)
Overview
15
15
years of professional experience
Work History
Manager
Sun Life Financial, Life & Disability Insurance Services
07.2019 - 03.2022
- Manage a team of Quality check auditors
- Responsible for audits checks for 8 LOBs
- Setting up Quality Programs for US Operations teams
- Delivery of quality assessments
- Identify gaps and provide guidance for process improvement
- Work with Operations leaders to improve business efficiencies
- Key Achievements
- Knowledge Transfer – Group Benefits Audit work from US to India on following lines of products
- Life & AD&D (Basic and Voluntary)
- Disability (Basic and Voluntary)
- Dental & Vision (Including Voluntary)
- Group Claims Audit transition from US to India
- Audits to be completed for US team on performance guaranteed on STD and LTD claims
- Established quality audit framework for a key group life process to deliver data insights for better client experience
Manager
04.2018 - 07.2019
- Process Management
- Policy Administration for Group Life Insurance Benefits
- End to End management of Implementation, New Business Contracts and Amendments for sold policies
- Client SLA management – Ensure service delivery parameters are met every month
- People Management
- Span of control ranged from 50-55 team members
- Closing Annual performance reviews & Preparing Training roadmap for each team member
- Devising Corrective Action Plan for those slipping on performance
- Identifying & developing Process Trainers & SMEs
- Create adequate backups for all critical positions and sub processes
- Human Resource
- Maintaining Employee Database
- Tracking & procuring promotions & increments to the team members
- Maintaining projected database for possible attrition
- Identifying and recommending Rewards and Recognitions
- Implement process health checkup metrics and score satisfactory rating
- Brand & Client Management
- Handling Client visits & pitching for the same
- Discussing performance & process updates on Daily/Weekly/Monthly Dashboard calls
- Capacity Analysis for new line of businesses adding in & ramp ups
- Handling escalations & maintaining client relationship
- Base lining for finalizing Metrics
- Key Achievements –
- Through multiple interventions, identified key process improvement which helped in saving of $120,000.00 in the process
- Driven successful conversion of AEB Policies to Sunlife Platform (Solar to QPS) project through various process structure redesigning
Assistant Manager, Insurance Operations
US Insurance, Sun Life Financial, Asia Service Center
05.2015 - 03.2018
Assistant Manager
Canadian Insurance, Sun Life Financial, Asia Service Center
10.2013 - 05.2015
Team Lead
Individual Life Insurance Operations, Sun Life Financial, Asia Service Center
04.2011 - 10.2013
Team Member
Insurance Operations, Sun Life Financial
06.2007 - 04.2011
Senior Manager
Sun Life Global Solutions, US Group Life & Disability Insurance Services
04.2022
- Drive continuous process improvement through Digital Transformation
- Develop process baselines and redesign goals
- Collaborate with leaders for digital process enhancements
- Create client journey maps for process redesigning
- Define strategic goals for Quality and Training
- Manage a team of Learning Consultants & Quality Consultants
- Key Projects:
- Digital Transformation
- Process re-engineering & RPA Opportunity in Group Benefits Insurance Business
- Objective –
- Review current process flows and remove the possible wastes in process steps
- Create client journey maps for improved client experience
- Create new flows and identify the possible RPA opportunities
- Reduce the TAT and improve quality for better client Experience
- Quality Development tool on Salesforce
- Objective –
- Enhance employee experience
- Automated sampling through API between operations application and Salesforce
- Track audit lifecycle and audit trails
- Reporting and Dashboard through Salesforce and Tableau
Achievements , •Best Manager
- Award – Q1 2016
- Best Team Award - Q2 2016
- Part of organizational level projects – Project Seat Utilization – 2017
- Successful transition of AEB Contracts Process from US to India – 2017
- Best Team Award – Q2 2021
Education
<ul><li>Digital Transformation</li></ul> -
01.2022
<ul><li>LOMA 281 & 291</li><li>Agile Fundamentals: Scrum and Kanban</li></ul> -
01.2021
Six Sigma Green Belt Certification -
01.2014
B.Sc. Botany Hons -
Delhi University
01.2007
Intermediate -
01.2004
Matriculation -
ICSE
01.2002
Post Graduate Program - Digital Transformation
Skills
- Digital Transformation
- Process Management, SLA Management & Quality Audit Management
- Stakeholder Management
- Strong Interpersonal & Project Management Skills
- People Management
- SUMMARY OF SKILLS
- A dynamic, organized, meticulous professional with demonstrated hands on People Management (Team handling, Coaching, Mentoring, Appraisals), Operations (Business SLAs, Customer focus, Process excellence, Process Development, Transitions), Insurance and claims processes with the aim at ensuring the organizational growth, targeting maximum profitability, cost effectively
- Ability to adapt to change and multi-tasking Able to deal with changing priorities and evolving processes
- Fully versed in process management with the ability to develop subject matter expert on the process while imparting knowledge and training to the fresher
- Ability to follow defined processes/procedures and come up with process improvement ideas
- Exceptional consensus building, negotiation and interpersonal skills, analytical mind and comprehensive problem detection/ solving abilities
- A strong team leader and motivator, fostering an atmosphere that encourages highly talented professionals to balance high level skill with maximum productivity with exceptional planning, execution, negotiation and interpersonal skills
- Well-developed communication skills with reputation of unwavering accuracy, credibility and integrity Proven track record in team management to consistently raise efficiency levels
- Ability to get things done through formal and informal channels of influence and to leverage peers and subordinate’s relationship
Timeline
Senior Manager
Sun Life Global Solutions, US Group Life & Disability Insurance Services
04.2022
Manager
Sun Life Financial, Life & Disability Insurance Services
07.2019 - 03.2022
Manager
04.2018 - 07.2019
Assistant Manager, Insurance Operations
US Insurance, Sun Life Financial, Asia Service Center
05.2015 - 03.2018
Assistant Manager
Canadian Insurance, Sun Life Financial, Asia Service Center
10.2013 - 05.2015
Team Lead
Individual Life Insurance Operations, Sun Life Financial, Asia Service Center
04.2011 - 10.2013
Team Member
Insurance Operations, Sun Life Financial
06.2007 - 04.2011
Achievements , •Best Manager
<ul><li>Digital Transformation</li></ul> -
<ul><li>LOMA 281 & 291</li><li>Agile Fundamentals: Scrum and Kanban</li></ul> -
Six Sigma Green Belt Certification -
B.Sc. Botany Hons -
Delhi University
Intermediate -
Matriculation -
ICSE
Post Graduate Program - Digital Transformation
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