Gaurav Srivastava
Lead Assistant Manager
Ghaziabad,UP
Summary
Experienced Lead Assistant Manager with a demonstrated history of working in the US UK Property and Casualty and Claims Insurance services industry. Skilled in Process Migration, Client Management, People Management. Strong knowledge of US UK P and C claims insurance domain, team handling, Managing process SLA, Attrition and Shrinkage, client management, client handling, preparation of process weekly, Bi weekly and Monthly performance deck, Monthly Pay for performance for team. Having overall 14 years experience.
Overview
14
14
years of professional experience
2
2
Certifications
2
2
Languages
Work History
Lead Assistant Operations Manager
EXL Services.com ( I ) Pvt. Ltd.
12.2021 - Current
- Company Overview: Driving Performance to deliver agreed service levels
- Client Management and People Management
- Calculating & Reporting MEI/PEI & SEI
- Identifying new automation opportunities and assisting robotics team
- Generating & Publishing Weekly/Monthly & Quarterly Performance Reports
- Managing priority workload defined by the client for the day/week
- Identifying opportunity areas and drawing immediate action plan
- Identifying new projects from the existing process
- Responsible for doing periodic performance reviews for the team members and driving their performance
- Managing/maintaining process attrition
- Facilitating Training & Quality Functions
- Conducting Interviews
- Delivering business results through effective and efficient management
- Driving processes towards high customer and employee satisfaction
- Skilled in process transition/process migration
- Driving Performance to deliver agreed service levels
- Client Management and People Management
- Calculating & Reporting MEI/PEI & SEI
- Identifying new automation opportunities and assisting robotics team
- Generating & Publishing Weekly/Monthly & Quarterly Performance Reports
Subject Matter Expert/Quality Control Inspector
EXL Services.com (I) Pvt. Ltd./
11.2016 - 12.2021
- Assisting the team with floor support and has been a key contributor towards major SLAs of the process
- Worked on multiple reports and monitoring the volume to meet the required SLA of the process
- Worked on a project to make customer journey smooth and to reduce the calls to the contact centers
- Delivering Process training
- Doing internal and external audits and sharing quality reports on weekly basis with clients and internal stake holders
- Worked with company goal of recovering the cost for the damages caused from other insurer/insured
Senior Executive
EXL
09.2014 - 11.2016
- Worked in a utility process for Scottish power
- (US Process)
Executive
Omni Globe International
10.2011 - 09.2014
- Worked as a Customer care executive for AT&T, a semi tech process
- (US Process)
Education
Bachelor of Arts - Arts
Veer Bahadur Singh Purvanchal University
Jaunpur, India 05.2001 - 01.2014
Skills
Operations
Certification
Six Sigma Green Belt Certification Training
Social Links - Linkedin
https://www.linkedin.com/in/gaurav-srivastava-ba87a9253/
Timeline
Lead Assistant Operations Manager
EXL Services.com ( I ) Pvt. Ltd.
12.2021 - Current
Subject Matter Expert/Quality Control Inspector
EXL Services.com (I) Pvt. Ltd./
11.2016 - 12.2021
Senior Executive
EXL
09.2014 - 11.2016
Executive
Omni Globe International
10.2011 - 09.2014
Bachelor of Arts - Arts
Veer Bahadur Singh Purvanchal University
05.2001 - 01.2014
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