HARI SHANKAR
New Delhi
Summary
Assistant Vice President at Genpact with extensive experience in insurance operations and governance. Demonstrated expertise in stakeholder management and process optimization, leading to significant strategic growth. Successfully managed portfolio transitions, resulting in improved operational efficiency and enhanced client satisfaction. Committed to team development and utilizing automation to achieve measurable outcomes.
Overview
22
22
years of professional experience
3
3
Certifications
Work History
Assistant Vice President, Insurance Operations
Genpact
02.2025 - Current
- Leading transition of two major Life & Critical Illness portfolios including New Business, Underwriting Support, Accidental Death & CI.
- Managing Ops Plan, FTE/TBP invoicing, SOP standardization, and full transition governance.
- Partnering with Automation, Process Excellence, and MIS teams to ensure Day-1 BAU readiness.
- Front-ending weekly/monthly client governance with actionable insights and value-add proposals.
- Driving strategic discussions enabling potential LOB expansion and long-term account growth.
Delivery Product Executive, Healthcare Operations
Concentrix
05.2017 - 02.2025
- Transitioned 4 new Healthcare LOBs, managing operations for First Touch, Second Touch, Facets Prepay, Correspondence, and Proclaim Adjustments.
- Led a span of 400+ FTEs, including 6 Assistant Managers, 2 Deputy Managers, SMEs, trainers, and analysts.
- Owned TNA, domain & soft-skills training, and learning strategy for the entire account.
- Responsible for budgeting, forecasting, invoicing, WFM, transformation, and governance decks.
- Led onshore calls for capacity planning, improving staffing accuracy and workforce utilization.
- SPOC for engagement, wellness, CSR, and talent development, improving retention and performance.
Team Manager, P&C Insurance
Cognizant Technology Solutions
06.2014 - 04.2016
- Managed 66-member team handling P&C operations.
- Responsible for audit readiness, compliance, reports standardization, and client communication.
- Managed budget, invoice, and training reporting for the account.
- Supported planning and execution of transition deliverables.
Team Lead, Medicare Part C & D
UnitedHealth Group
12.2012 - 06.2014
- Managed a team of 30 resources across claims, SMEs, OJTs, and training.
- Led remote transition of Medicare Part C & D, stabilizing workflows and accuracy.
- Coordinated training logistics and governance engagements with the onshore team.
Process Lead, Superannuation
Mercer India
02.2011 - 11.2012
- Led a 26-member team across analysis, process development, and quality.
- Managed workflow planning, dashboards, daily reporting, appraisals, and incentive planning.
- SPOC for the Australian domain, ensuring zero-surprise operations.
- Implemented Automated MIS Tracking, enhancing reporting accuracy and timeliness.
Senior Associate (Insurance & F&A)
EXL Service
05.2004 - 02.2011
- Finance & Accounting (2009–2011)
- Set up reportable metrics and weekly SLA dashboards for US shared services.
- Led RCAs for Workers Compensation & Non-WC discrepancies affecting premium calculations.
- Provided SLA insights and compliance reporting to senior leadership.
- US General Insurance (2004–2009)
- Transitioned a 30-FTE General Insurance process onsite.
- Managed after-sales service for Homeowner, Home saver, PAF, and Umbrella policies.
- Introduced a daily issue-tracking tool, reducing escalations and improving turnaround.
Skills
- Insurance operations and governance
- Stakeholder management
- Claims and underwriting support
- New business development
- Policy and benefit administration
- Process excellence and automation
- Workforce and capacity planning
- Budgeting and forecasting
- Invoicing and SLA management
- Quality and compliance management
- Training strategy and leadership development
- Team management and client handling
- Resource planning
- Low Code No Code
- Agentic AI
Certification
• LOMA 280 Certified
• Train-the-Trainer Certified
• Green Belt (GB) Trained – UHG
• AICPCU – Introduction to Property and Liability Insurance.
• Train-the-Trainer Certified
• Green Belt (GB) Trained – UHG
• AICPCU – Introduction to Property and Liability Insurance.
Accomplishments
- Transitioned 12+ Insurance processes across Life, Health, P&C, and Medicare.
- Managed Operations of 400+ FTEs across multiple geographies and LOBs.
- Star of the Year (2005), Extra Miler, AM of the Quarter, AIM Champion, SPOT Awards, and multiple client recognitions.
- Engagement & Retention Champion (05/01/09 – 01/31/10).
Timeline
Assistant Vice President, Insurance Operations
Genpact
02.2025 - Current
Delivery Product Executive, Healthcare Operations
Concentrix
05.2017 - 02.2025
Team Manager, P&C Insurance
Cognizant Technology Solutions
06.2014 - 04.2016
Team Lead, Medicare Part C & D
UnitedHealth Group
12.2012 - 06.2014
Process Lead, Superannuation
Mercer India
02.2011 - 11.2012
Senior Associate (Insurance & F&A)
EXL Service
05.2004 - 02.2011