Deepali Mane Mathure
Operation Manager / BFSI / CII Certified
Mumbai
Summary
Results-oriented Insurance Operations and Management professional with overall 20+ years of experience in UK Life and Pensions & Banking. Specializing in Claims Management, Policy Setup and Administration, and Global Stakeholder Management. Expertise in leading cross-functional teams through transitions and transformations, ensuring seamless project execution while driving process improvements and optimizing service delivery. Proven track record in managing complex processes for industry leaders such as Prudential, Phoenix, Abbey Life, Royal London & Aviva, with a strong focus on resource allocation, contingency planning, and achieving KPIs within SLA frameworks. Committed to fostering collaboration and aligning team efforts with organizational objectives to enhance client satisfaction and operational efficiency.
Overview
21
21
years of professional experience
7
7
Certificates
Work History
Service Delivery Manager
Tata Consultancy Services
08.2024 - 09.2025
- Resource Planning and Driving Operation Team on agreed KPIs and SLAs.
- Ensuring the team is compliant with internal and external regulations.
- Managed the team of 50+ FTEs.
- Conducting annual appraisals for team managers and assistant team managers.
- Process Improvement & Business Process Manual
- Framework management and coordinating with the FLOD team.
- Liaising with the BPMI team from Planning and the front office, Contact Center, UK.
- RCA calls with the UK for complaints, breaches, and REEB's.
Operation Manager
Capita India Pvt Ltd – Aviva (Life & Pensions)
07.2021 - 08.2024
- Working on resource planning, contingency planning, and driving operation teams to consistently deliver on agreed-upon KPI and SLA frameworks.
- Overseeing quality and work audits, ensuring that all teams are compliant with internal and external regulations and procedures, being a custodian of knowledge, and ensuring accurate documentation of product/process knowledge while assessing operational risk on any new process transitions and regulatory updates.
- Developing skills and behaviors targeted in the personal development plan to support improved performance and to maintain and develop knowledge in the area of specialization.
- Conducting monthly 1-2-1 meetings, HY, and annual appraisals, and discussing the individual performance. Accordingly, setting and reviewing the performance improvement plan.
Team Manager – Abbey Life & Phoenix – Life & Pensions
Capita India Pvt Ltd – Aviva (Life & Pensions)
08.2016 - 06.2021
- Managing a team of 25 people, planning, and evaluating managerial activities.
- Ensures a safe, secure, and employee-friendly work environment.
- Develops personal growth opportunities for FTEs.
- Accomplishing staff by communicating expectations, planning, monitoring, and appraising job results. Coaching and counseling employees.
- Developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.
- Defining objectives, identifying trends and options, evaluating trends and options, choosing a course of action, and evaluating outcomes.
Process Leader – Phoenix & Royal London – Life & Pensions
Capita India Pvt Ltd – Aviva (Life & Pensions)
01.2010 - 07.2016
- Played an instrumental role by getting cross-trained on interdependent processes.
- Ensure the timely review and updating of business process manuals.
- Responsible for the necessary sign-offs of detailed business requirements, process changes, attending various project calls, and amending the required changes to BPMs.
- Flexible to accommodate changing business requirements, and present for project implementations on weekends to ensure a smooth implementation.
- Effectively managed stakeholder expectations by completing the project deliverables and query resolution in a timely and accurate manner.
- Planning operations resources and liaising with the managers for the Operations Impact Assessment
- Conducting end-to-end process and system training, and cascading important updates to the Operations area prior to implementation.
- Sharing new learning and process updates with the operations area and relevant stakeholders.
- Providing all the necessary information to business analysts before any project starts.
- Responsible for managing financial audits. Liaising with the Finance team, the operations team, and investigating any discrepancies in the process.
Sr Executive – Prudential – Life & Pensions
Prudential Process Management Ltd (PPMS)
08.2007 - 12.2010
- I was selected for the 'Schemes North Migration' of Company Pensions' initial batch.
- We successfully migrated the Pension Process and were a part of the ‘Claims Team' (Tranche 3).
- We managed retirements, transfers, quotations, and death processing.
- We reviewed BPMs, were accredited in maximum processes, and were involved in training and the SME role during my executive tenure.
Sr Executive – Banking (Home Loans, Mortgages and Mediclaim Insurance)
E-Serve (Citibank – Citigroup)
06.2004 - 07.2007
- Sourcing home loans and property power loans from Citi phones.
- Giving complete product information to the customer about the product.
- Coordinating with the credit, technical, and disbursal teams for the loan status.
- Completing necessary documentation pertaining to income and property.
- Liaising with the Legal team and the Technical team for property valuation.
- Checking the eligibility of income and property value for Citibank customers.
- Dealt with Mediclaim and group insurance for Citibank credit card holders.
Education
Bachelor's Degree - Commerce
University of Mumbai
Mumbai, India 04.2001 -
Skills
Offshore operations oversight
Certification
Certified FA1 (Life & Pensions) - CII
Accomplishments
- Awarded as a Best People Manager across Multi-Client L&P for the Q3 of the year 2017 & In Q2 of the year 2019.
- Awarded as a Star of the Quarter-Team Manager across multi-client L&P for the first Quarter of the year 2019.
- Certified overseer through CII (The Chartered Insurance Institute, UK) - CF1 (Life & Pensions) & FA2 (Pensions) through CII (The Chartered Insurance Institute, UK)
- Advance Management Program -AMP Certified & BEC Certified.
- Achieved Active Manager from Bearing Point) UK -Level 1
- Awarded as 'Star of the Month' in TCS
- Smiles Award for outstanding contribution and Customer Service.
Declaration
I do hereby declare that the details provided by me in this resume are correct and all evidence/experience certificates and achievement certificated will be provided as an when required.
Timeline
Service Delivery Manager
Tata Consultancy Services
08.2024 - 09.2025
Operation Manager
Capita India Pvt Ltd – Aviva (Life & Pensions)
07.2021 - 08.2024
Team Manager – Abbey Life & Phoenix – Life & Pensions
Capita India Pvt Ltd – Aviva (Life & Pensions)
08.2016 - 06.2021
Process Leader – Phoenix & Royal London – Life & Pensions
Capita India Pvt Ltd – Aviva (Life & Pensions)
01.2010 - 07.2016
Sr Executive – Prudential – Life & Pensions
Prudential Process Management Ltd (PPMS)
08.2007 - 12.2010
Sr Executive – Banking (Home Loans, Mortgages and Mediclaim Insurance)
E-Serve (Citibank – Citigroup)
06.2004 - 07.2007
Bachelor's Degree - Commerce
University of Mumbai
04.2001 -