DIVYA C
Bangalore
Summary
Senior Process Analyst with 10+ years of experience in Property & Casualty Insurance, Policy Lifecycle Management, Quality Assurance, and Operations Leadership. Proven expertise in end-to-end policy administration, auditing, stakeholder management, SLA governance, and service support operations. Strong track record of driving quality improvements, productivity gains, and compliance excellence across US and global insurance portfolios. Adept at leading teams, managing client relationships, and delivering measurable business outcomes in BPM and shared services environments.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Team Leader
First American (India) Pvt. Ltd.
Bangalore
01.2021 - Current
- Lead end-to-end operations supporting U.S. insurance and mortgage-related processes, including policy documentation, verification, escrow, settlement, and title insurance.
- Executed all allocated tasks in accordance with the company's service standards.
- Provided comprehensive claim-related support to assigned producers.
- Communicated and coordinated with internal teams, clients, and insurers to track claim status.
- Shared claim-related information and documentation with stakeholders.
- Prepared clear and concise summary reports for open and active claims.
- Procured and organized loss data to support claim analysis and reporting.
- Ensured timely updates and resolution of claims to maintain client satisfaction.
- Act as the primary SPOC for multiple clients and stakeholders, maintaining CSAT above 95%.
- Achieved 98-99% SLA adherence consistently across all portfolios.
- Improved quality scores from 93% to 99% through audit-led coaching and calibration.
- Conduct 100+ internal quality audits per quarter, ensuring regulatory and client compliance.
- Implemented RCA-driven corrective actions, reducing repeat defects by 35%.
- Increased team productivity by 20% through capacity planning and performance tracking
- Led teams of 15-25 analysts, achieving 90%+ utilization and 100% backup coverage
- Delivered 50+ training and refresher sessions on policy lifecycle, compliance, and quality standards
- Successfully transitioned 3+ new processes with zero disruption to live operations
- Created and maintained 20+ SOPs, checklists, and job aids, reducing ramp-up time by 25%
- Proposed automation and standardization initiatives, reducing manual errors by 30%
- Reduced operational backlog by 40% within three months through prioritization and governance.
Team Leader - Insurance Operations
SLK Global Solutions
Bangalore
01.2020 - 01.2021
- Managed teams supporting insurance closing, settlement, and disclosure processes
- Verified fees, invoices, closing disclosures, and compliance documentation
- Liaised with brokers, customers, and title companies for timely issue resolution
- Maintained 97%+ SLA compliance across daily deliverables
- Conducted daily huddles, monthly 1:1s, and annual performance reviews
- Reduced client escalations by 30% through proactive monitoring and communication
- Supported quality audits and implemented remediation plans to improve compliance
Senior Analyst - Quality & Operations
Ocwen Financial Solutions Pvt. Ltd.
Bangalore
01.2015 - 01.2019
- Conducted quality audits and compliance reviews across insurance and mortgage operations
- Led calibration sessions with Quality and Operations teams to ensure scoring consistency
- Maintained performance dashboards, issue trackers, and MIS reports
- Improved audit scores by 20% through targeted training and corrective actions
- Delivered process and compliance training, achieving 100% certification for new joiners
- Identified audit trends and implemented improvements that reduced defects by 25%
- Prepared daily volume reports, monthly quality summaries, and risk dashboards
Pension Officer
TESCO
01.2014 - 01.2015
Senior Process Executive
Infosys BPO Ltd.
01.2012 - 01.2014
Education
Bachelor of Commerce -
RBANM's FG College
Bangalore01.2012
Skills
- Team Leadership & People Management
- Claims Lifecycle Management
- Internal & External Communication
- Problem Solving & Analytical Thinking
- Report Preparation & Documentation
- Organizational & Multitasking Skills
- Client Relationship Management
- Flexibility & Adaptability
Certification
Lean Six Sigma - Yellow Belt, 2021
Languages
- Hindi
- Kannada
- Tamil
- English
- Hindi
- Kannada
- Tamil
Timeline
Senior Team Leader
First American (India) Pvt. Ltd.
01.2021 - Current
Team Leader - Insurance Operations
SLK Global Solutions
01.2020 - 01.2021
Senior Analyst - Quality & Operations
Ocwen Financial Solutions Pvt. Ltd.
01.2015 - 01.2019
Pension Officer
TESCO
01.2014 - 01.2015
Senior Process Executive
Infosys BPO Ltd.
01.2012 - 01.2014
Bachelor of Commerce -
RBANM's FG College