Brijesh Sharma
Bangalore
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
14
14
years of professional experience
Work History
Director (Insurance Ops- claims)
ACKO General Insurance
04.2025 - Current
- Managing enterprise-wide claims across PA - Death & Disability, GPA - OPD, Credit - Loan Shield, Hospicash, Asset Protection, Credit Life, and Domestic & International Travel.
- Driving operational efficiency and enhancing customer experience through technology-led interventions (Claims NPS increased from 53% to 71% for Year 25-26)
- Leading initiatives to mitigate fraud (from 0.3 to 4% fraud identification leading to Annual savings of around INR 19 Cr)
- Set up Overseas retail travel operations (cashless & reimbursement, 24
- 7 support) where we were able to offer insurance coverage across the globe. Achieved an NPS of 83% in travel claims LOB.
- Loss ratios improved from 91% to 63% in credit & GIG in last 2 years.
- 100%-win ratio on claims litigation (Insurance ombudsman & Consumer forum cases)
Associate Director (Insurance Ops- claims)
ACKO General Insurance
04.2023 - 03.2025
Deputy General Manager (Chief Grievance Officer)
ACKO General Insurance
04.2021 - 03.2023
- Managing Regulatory reporting & communication (IRDAI), compliance, Risks & Audits.
- Ensure all customer grievances are handled with utmost priority and are resolved within set TAT. this has helped us ensure a 100%-win ration on all ombudsmen cases.
- Review rejected claims to protect policy holder interest as per IRDAI guidelines.
- Scaled up cx team by 6X (From 40 to 250) in a span of 2 years.
- Build and lead a high-performance customer experience team (265 headcounts, 15 direct reportees) to resolve complaints received at CEO/MD office, IRDAI, Social Media channels, police/court and from walk in customers.
- Cost optimization through process redesign/elimination, technology interventions, contract negotiation
- Engage with stakeholders from other business units to find solutions to issues impacting customer experience.
- Plan launch of new products by ensuring readiness of the team from process design to workflow.
- Budget planning, headcount forecasting and recruitment planning and delivery.
Senior Manager (Operations)
ACKO General Insurance
05.2019 - 03.2021
- Handling Micro claims and operations team of 100 plus members PAN India.
- Streamlining claims process for digital insurance through automation to bring down over all TAT across products (Ola, Redbus, Gocars etc.
- Reduced repeat call & tickets and currently operating at 4% Repeat customers queries.
- Stream lined over all Mobile insurance process by bringing in partners proving logistics as well as service, improving over all TAT for the process.
- Looking into contact center matrices and driving C-SAT to ensure customer experience through out process
- Weekly review for over all claims ratio, TAT adherence, partner performance.
Senior Manager, Operations
Wooplr
10.2016 - 04.2019
- Setting up end-to-end logistics/brand operations. On-boarding logistics partners, negotiating shipping charges, analyzing logistics performance and parameters to ensure on time last mile delivery across India.
- Optimizing on RTO & NDR process to bring down wastage via returns and cancellation from 45% to 28% bringing down over all logistics cost by around 30%.
- Streamlining Order refunds and resellers payouts process on a daily as well as weekly basis and also doing a weekly audit for the same.
- Implementing On-Hold process (designed frame work and successfully launched) to validate COD orders and ensure good customers orders are processed on priority reducing over all orders lifecycle to 4-5 days across PAN India.
- Setting up and leading support process and handled a team of 50 members across domestic shifts to ensure seamless experience to sellers and their customers and achieved NPS of 9/10 for 2018-19.
- Sourcing brand packaging materials and setting up process to automate entire process for the same.
- Built commerce support and operations from scratch and currently handling a flow of over 5000 daily orders.
- Handled internationals shipments, imports and optimizing costs of imports and shipping by introducing hand sakes between different partners bringing down over all shipping by 15% and reducing import time by 1 day across network.
- Setting up brand-ops to ensure all sellers/ brand across platform are satisfied and all queries related to logistics/finance/queries related to commerce are resolved within set TAT.
- Designed framework for exchange and on-spot refund through setting up QA at the time of pickup even in case of COD orders.
- Handling entire post purchase experience of commerce and also managing company reputation on different social media platforms/play store/Appstore.
Manager Operations
Solvy Tech Solutions Private Limited (Zopper.com)
02.2015 - 10.2016
- First employee of the company for Bangalore location where I implemented entire city level operations for hyper local market place.
- Onboard big Retail chains - electronics& home appliances, eg: Sangeetha mobiles, Unilet, Pai Electronics on the platform for hyperlocal search and order fulfillment.
- On boarded logistics partner for hyper local delivery of orders.
- Launched sales for Easy POS software within city and setting up and leading a team of 15 members and as a branch were always among top performers across PAN India.
- Piloted Z-assure home appliances/mobile insurance program across market place partners through promoter model and developed distributor channel to drive offline sales through retail front.
- Partnering with local service providers for warranty claims -servicing & repairs.
- Supervising over all business for the city to ensure unit profitability and brand visibility across partners and also organizing seller meet to ensure coordination among all partners.
- Initiating GSB (glow sign boards) project on partner retail outlets for market presence and also organizing offline retail marketing activity (Canopies, standee’s, price comparisons stickers, etc. ) for customer engagement, this helped build brand and grab customer attention at the time of purchase at outlets.
- Hiring promoters for stores and also managing promoter sales model - this was a core number driven sale.
Senior Relationship Manager
Homeshop18 (E-commerce)
02.2013 - 02.2015
- Handling high value bulk orders (Above 1Lakh), finalizing quotes, preparing purchase orders and also post purchase experience to ensure retention.
- Handling key sellers on the platform, managing inventory, returns, sales report for the quarter and interacting with sellers for better sales plan and exposure on the platform.
- Handling CEO level escalation and resolving the same over a call by taking decision to ensure same gets closed.
- Onboarding new sellers on the platforms, finalizing on platform commissions based on catalogue and Sales price offered by brand/seller.
- Setting up logistics for white goods to minimize in-transit damage and within TAT delivery for orders.
Operations Associate
Myntra Designs Pvt Ltd
01.2012 - 02.2013
- Worked in pilot batch for NDR/ON-HOLD process, this helped bring down over all RTO for the organization and delivery related escalations.
- Handled critical escalation while working on escalation desk.
- Was promoted as supervisor for returns QA to ensure fraud detection and was part of pilot batch for instant cash-back refunds.
- Initial operations supervisor for Myntra logistics (now E-kart) for over all TAT adherences on forward and reverse logistics.
- Resolving customer escalations for delay in delivery and pickups and also ensuring it is closed within set TAT.
Education
PGDM - General Management
Birla Institute of Management & Technology
01.2025
Bachelor - Computer Application
Presidency College
Bengaluru01.2012
12th - undefined
Army Public School - RK Puram
Secunderabad01.2005
10th - undefined
Army Public School
Allahabad01.2003
Skills
- Grievance management
- ORM management
- Cust Experience setup
- P&L
- Strategic planning
- Performance management
- Leadership development
- Financial planning
- Risk management
- Project management
- Logistics management
- Program management
- Legal and regulatory compliance
- Business strategy
- Change management
HOBBIES
Long Rides, Travel, Football
Timeline
Director (Insurance Ops- claims)
ACKO General Insurance
04.2025 - Current
Associate Director (Insurance Ops- claims)
ACKO General Insurance
04.2023 - 03.2025
Deputy General Manager (Chief Grievance Officer)
ACKO General Insurance
04.2021 - 03.2023
Senior Manager (Operations)
ACKO General Insurance
05.2019 - 03.2021
Senior Manager, Operations
Wooplr
10.2016 - 04.2019
Manager Operations
Solvy Tech Solutions Private Limited (Zopper.com)
02.2015 - 10.2016
Senior Relationship Manager
Homeshop18 (E-commerce)
02.2013 - 02.2015
Operations Associate
Myntra Designs Pvt Ltd
01.2012 - 02.2013
Bachelor - Computer Application
Presidency College
12th - undefined
Army Public School - RK Puram
10th - undefined
Army Public School
PGDM - General Management
Birla Institute of Management & Technology