Bir Singh Jasrotia
Greater Noida West
Summary
A professional with over 20+ years of experience in the realm of operations, project management, Transitions, trainings and driving change management and Lean & Six Sigma deployments within the team.
A Six Sigma Green belt & Transitions Toolkit certified with other specialties like Client Management, RFPs, Onsite Project Management, Business Development & Strategic Planning, Team building & People Management.
Bir is currently working as Assistant Vice President(AVP) Operations P&C in EXL Services Noida for last 5+ years, managing a team of 220+
Bir is a seasoned professional in general and operations management with comprehensive experience leading teams, project management, optimizing processes and implementing cost-effective strategies.
Skilled in strategic planning, staff development, and operational efficiency, consistently improving workflow and reducing costs. Proven track record of enhancing overall business performance through effective leadership and innovative problem-solving.
Accomplished professional with proven expertise in operational integration, partnership development and revenue generation. Effectively oversee KPIs and internal control structures to stay on top of operational trends and implement proactive corrective actions. Goal-driven, adaptable, and resourceful in addressing changing conditions.
Overview
20
20
years of professional experience
Work History
Assistant Vice President of Operations
EXL Services
07.2022 - Current
- Managing operations for 4 different US P&C Insurance and Reinsurance accounts with a span of 230+ FTEs
- LOBs/Tasks managed are – Ratings, Book/Bind, Issuance, Endorsements, FNOL Claims, Speciality Lines, Clearance Submissions, Agency Management, Conditional Renewals, Reinstatement, Triaging, Agency Correspondence etc.
- Led cross-functional teams to enhance operational efficiency and service delivery.
- Developing strategic plans to support client engagement and retention initiatives.
- Collaborating with stakeholders to streamline processes and reduce turnaround times
- Driving initiatives to foster a culture of continuous improvement among staff members
- Providing leadership, direction, guidance, and support to team members on a daily basis
- Assisting in developing business cases for proposed projects or initiatives
- Collaborating with senior management to identify cost-saving opportunities and develop strategies for achieving financial objectives
- Conducting regular meetings with stakeholders to review performance against goals and objectives
- Facilitating communication between departments to ensure alignment on objectives
- Reviewing contracts, ensuring terms are transparent to both external and internal stakeholders
- Maintaining long-term, profitable relationships with clients through problem solving, issue resolution and recommendation of new products and services
- Developing tailored solutions based on client needs and industry trends
- Developing strategies for increasing customer loyalty by understanding their expectations and preferences
Sr Operation Manager
EXL
07.2020 - 06.2022
- Moved to Operations and started managing two P&C accounts for UW Policy support for commercial, specialty & financial lines having a span of 120 FTEs
- Facilitated problem-solving sessions to address operational challenges effectively as a part of new account setup
Sr Project Manager
EXL
12.2019 - 06.2020
- Transition multiple process within P&C domain
- Set up work from home strategy for entire US P&C
- Developed project plans aligning with client expectations and company standards
Sr Manager: Project Management & Solutions
SLK Global Solutions
04.2018 - 12.2019
- Led various projects within domains like P&C Insurance and Mortgage Loans
- Transitioned about 200+ FTE
- Solution design for new opportunities
Sr Manager ( Operations and Project Management)
GENPACT GGN
11.2015 - 03.2018
- Handled a team of 150+ Business associates within banking and customer support portfolios
- Planned, designed and implemented business strategies to achieve monthly/quarterly targets
- Extended role from Operation to Project Management & Solutions in Dec 2015
- Got trained on 'Transition Toolkit' workshop for 3 weeks
- Did my first project for a UK based bank for 45 FTEs, traveled to London for the same for Due diligence and knowledge transfer.
- Remotely transition a process within US Retail banking using virtual KT tools
- Handled a project independently for about 120 FTEs for a Canadian bank based out of the US. Traveled to US for solution identification
- Worked on a rebadging project where we migrated 500+ FTEs spread across various locations in India from one client to another
- Worked on several Transition solutions for various RFPs
- Led cross-functional teams to enhance operational efficiency and streamline processes
- Managed client relationships to ensure satisfaction and address service needs.
- Coordinated project timelines and deliverables across various departments effectively
- Developed project plans outlining scope, schedule, and resources
- Managed stakeholder communications to ensure alignment on project goals.
- Conducted risk assessments to identify potential issues and develop mitigation strategies
- Coordinated staff scheduling to align resources with operational needs.
- Analyzed process workflows to identify areas for improvement and efficiency gains.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals
Manager
GENPACT GGN
11.2012 - 11.2015
- Handling a team of 250 Business associates within banking and customer support portfolios
- Planned, designed and implemented business strategies to achieve monthly/quarterly targets
- Reviewed statistical data regarding productivity levels and performance, made recommendations to stakeholders and implemented action plans
- Worked on payment and commercial lending RFPs for various clients
- Traveled to London twice for an onsite project over Payment & Fraud operations
- Quarterly validation of SOPs with clients during management calls
- Ensured adherence to compliance parameters and operational hygiene
- Conducted random audits ensuring delivery of business targets and performance metrics
- Managed seat utilization (SU) at account level
- Developed and retained staff through regular 1x1, coaching, feedback and counseling sessions
- Maintained motivation and engagement through rewards and recognition
- Prepared team-performance reports on various process and quality parameters
- Interacted with Clients for Quality Calibration (through calls & video conferences) and Overall Process Improvement
Assistant Manager
GENPACT GGN
05.2010 - 10.2012
- Handled a team of 50+ Business associates for Mortgage loans set up, Property & Casualty Insurance, Reinsurance, UCC, Escrow Management, Appraisal Management
- Extended role from commercial lending to Banking
- Supervised daily operations including scheduling shifts, assigning duties
Process Associate/Process Developer/Resident Expert/ Process Trainer
GENPACT GGN
02.2005 - 04.2010
- Training to new Business associates for Mortgage loans set up, Property & Casualty Insurance, Reinsurance, UCC, Escrow Management & Appraisal Management
- In charge of all process and non-process related training, a part of the support function
- Rolled out standard operating procedures and regular process updates within P&C Insurance vertical
- Identified various training and development needs to enhance analysts knowledge
- Built, motivated and well equipped team knowledge wise and have imparted training to batches on soft skills as well as process training
- Driving various trainings like 'Mute is Cute', 'Data Privacy', 'Email Writing Skill', 'Customer Centricity', 'Best Practice Sharing' etc on regular basis within COE
Education
B.SC - applied Physics and Mathematics
Jammu University
03-2003
Skills
- Well versed with Advance MS Office applications
- Lean Six Sigma Certified
- Transition Toolkit Certfied
Personal Information
- Date of Birth: 01/31/81
- Nationality: Indian
- Marital Status: Married
Languages
- English
- Hindi
Hobbies
Swimming, Cooking & Playing Cricket
Languages
Hindi
Advanced
C1
English
Advanced
C1
LinkedIn Profile
- https://www.linkedin.com/in/bir-jasrotia-756ab453
Timeline
Assistant Vice President of Operations
EXL Services
07.2022 - Current
Sr Operation Manager
EXL
07.2020 - 06.2022
Sr Project Manager
EXL
12.2019 - 06.2020
Sr Manager: Project Management & Solutions
SLK Global Solutions
04.2018 - 12.2019
Sr Manager ( Operations and Project Management)
GENPACT GGN
11.2015 - 03.2018
Manager
GENPACT GGN
11.2012 - 11.2015
Assistant Manager
GENPACT GGN
05.2010 - 10.2012
Process Associate/Process Developer/Resident Expert/ Process Trainer
GENPACT GGN
02.2005 - 04.2010
B.SC - applied Physics and Mathematics
Jammu University