JAYESH KULKARNI
MUMBAI
Summary
A seasoned professional with over 26 years of extensive experience, including 17 years within the Insurance Sector and BPO industry. Demonstrated expertise in Operations Management, Client Servicing, Quality Assurance, and Team Management across diverse industry verticals. Proven track record in optimizing process efficiency, implementing guidelines, and ensuring seamless operations. Skilled in leading and mentoring teams to deliver exceptional performance, while maintaining a focus on quality, compliance, and auditing standards. Possessing strong interpersonal, communication, and organizational abilities, I am eager to leverage my skills and collaborate with a dynamic team to drive organizational success in a challenging environment.
Overview
28
28
years of professional experience
Work History
Lead Operations
CONCENTRIX formerly known as IBM Global Business Process Services Pvt. Ltd.
Mumbai
09.2009 - 01.2022
- Worked through all the LOBs of CIAS like New Business, B&C, POS, Claims and Accounting part for clients under U.S
- Regulatory from Insurance Industry
- At present handling team of 39 executives for two LOBs Accounting & Service/Claims
- Reporting on metric grid reporting model
- Upskilling new hires and existing FTEs; provide mentorship to enhance their skills
- People management
- Execute action plans & Real Time Reporting
- Prepare and publish weekly and Monthly dashboards
- High performance delivery and ensure SLAs are met consistently
- Achievements: I was promoted as an Exceed by IBM-Daksh for my excellent performance and as a team leader by Concentrix for my commitment towards work
- Completed successfully GROW - internal initiative to work on Work Force Management which includes Real Time Management, Scheduling and forecasting
- Undergoing Six Sigma certification.
Assistant Manager - Claims
CRP Technologies Pvt. Ltd.
- 08.2009
- Tracking the performance of field executives / investigators
- As per requirement co-ordination and follow up with claimant
- Ensuring the validity of the intimated claim with high degree of precision and accuracy, Processing of intimations and forwarding the requirements accordingly based on validity of claim (Life & General)
- On receipt of complete requirements analyzing and processing the claim within the agreed TAT
- As per requirements regular follow-up with branches for report and investigation, as specified in the claims process guidelines
- Maintaining quality standards as per Clients requirements and submitting complete investigation report with recommendation for payment of claim.
Project Associates
OCWEN Financial Services Ltd.
09.2003 - 04.2005
- Scrutiny/ verification of data for mortgage insurance (100% TRANSACTIONAL ROLE)
- Ensure prompt error free/accurate transaction processing while meeting the prescribed turnaround times and service delivery standards
- Developing documents which help for improvement of the process from time to time
- Prepare frequently asked questions and update knowledge accordingly
- Conduct regular in-house training and daily huddles for team members
- Reviewing executive outputs for accuracy, standard adherence and performance
- Participate and contribute in Continuous Improvement initiatives driven to manage, maintain system and improve processes
- Ensure adherence to standard operating procedures ( SOPs )
- Achievements: Successfully met all targets set by the product leader in each and every month
- Initially started working as an Executive and was promoted to senior Executive
- Got selected for training and development of team members to ensure efficiency in process operations & meeting of individual & group targets.
Supervisor
RELIANCE INFOCOM LTD. FOR M/S. CALIBRE COMPUTERS
02.2001 - 09.2003
- Handled allocation of applications to each agent and updated the team performance report daily for a team of 25 Cadd Engineers
- Verification of As Built drawing preparation (Cadding, layerisation and Standardization as per latest developed Standards and specifications)
- NE (Network Engineer) Corrections, QC correction, Queries generations and Correction of Production Section of GIS Department
- Ensuring the timely qualitative delivery from vendors
- Presenting a true and fair view of the work allotment
- Maintaining Working on Fiber Optic Cable Geo-reference Data Preparation for telecoms application project
- Responsible for Migration compatibility of AutoCAD drawings with Network Engineer (Version 2) as per G-841 Rev3 (Symbology) & Layerisation & Standardization of received survey drawing
- This includes identification of entities from survey drawing
- Grouping into required layer as per layerisation specifications, checking of line-type, line-width & color
- Preparation of various kinds of attribute blocks as per Reliance standard
- Overlaying of stretches of approximate 600Kms
- To given route of a particular area on GPS route references or on approved City land-bases
- Checking of markup drawings for any query resolving Blowing report
- Running the entire lisp to make it ready for migration provided QAQC report
- Checking of Coverage, certification of the same with RFM drawing, editing required changes in Coverage if required
- To standardize survey drawing
- Achievements: Successfully met all targets set by the manager in each and every month.
Supervisor
INFOTECH ENT. (I) LTD. Formerly Known as M/S. INTERRA TECH. PVT. LTD.
06.1994 - 02.2001
- Image interpretation, Digitization, Construction, Drawing & Editing of various drawing using MapInfo, AutoCAD, Micro station & APS on SCO-UNIX
- Job involved Conversion of Drawing Data, Converting Coded Data into respective fields storing it into the database (DBASE-II, VB-5.0, and ORACLE)
- Construction of Utilities with the help of dimensions given in document of guidance for modification of original data from the client
- Taking Daily Backup on Magnetic Tapes or on other drives using Seagate software and preparing the shipments to the client
- Getting involved in Conference for solving technical problems regarding project
- Achievements: I was awarded by INFOTECH for my excellent performance and for my commitment towards work
- Got promoted as Jr
- Supervisor as initially started career as Cadd-Operator
- Acquired maximum process knowledge, which helped in solving team queries and intern improving its efficiency and quality
- Handled the team of 12 Cadd-Operators as a Team Leader.
Lead Operations
illumifin India LLP
- Team Handling - Responsible for leading, motivating and supervising the team of 27 headcount
- Meet and exceed SLA targets for 17 US Insurance clients for accounting and 3 clients for Service
- Adhere to compliance guidelines
- Co-ordinate with different verticals
- Cater to real time ad-hoc requests as and when required
- Maintain adequate knowledge levels on products, processes and systems used
- Identify training needs and share with the training team
- Arrange training material and schedule for new work acquired
- Track performance, evaluate and provide feedback to team members
- Also, ensure cross skilling plan is established and achieved
- Create good engagement levels within team members
- Develop the team through coaching and counselling
- Handle the queries/Escalations for customer and team
- Responsible to provide Issue Resolution and keep management updated timely.
Sr. Executive Operations (Audit-Claims)
IBM Daksh Business Process Services Pvt. Ltd.
- Ensuring the validity of the intimated claim with high degree of precision and accuracy, Processing of intimations and forwarding the requirements accordingly based on validity of claim (Life & Health)
- On receipt of complete requirements analyzing and processing the claim within the agreed TAT
- In case of receipt of incomplete requirements regular follow-up with claimants via reminders, as specified in the claims process guidelines
- Manually voiding and reissuing check once received back from end customer, which was wrongly issued by team members or by client
- Maintaining data of efficiency, accuracy and other outliners of team, which includes keeping track of all updates, and recording it in update file as well as process manuals
- Maintaining quality standards as per Clients requirements
- Achievements: I am awarded by IBM-Daksh for my excellent performance and for my commitment towards work as a team member
- Got selected as an Auditor amongst 26 agents of Agency - Claims Team and consistently obtained highest accuracy level in processing and auditing
- Acquired maximum process knowledge, which helped in solving team queries and intern improving its efficiency
- Got selected for training and development of team members to ensure efficiency in process operations & meeting of individual & group targets
- Handled the team in the absence of Team Leader
- Was stacked in the top 30% regularly throughout the year
- Successfully completed the project “Basic Quality Training” program, an elementary step towards Six Sigma Certification
- Completed successfully Yellow Belt certification for ISO.
Education
High School Diploma -
IGNOU
NEW DELHI06-1999
Bachelor of Science - Maths & Comp. Prog.
Mumbai University
01.1997
Skills
- DOS, UNIX, WIN’95, WIN’NT, WIN2000
- C, GWBASIC, HTML, JAVASCRIPT
- DBASE-III, ACCESS’97
- Operations Management
- Process Management
- Workload prioritization
- Operational Efficiency
- Cross-Functional Communication
- Project Planning
- Written Communication
- Team Collaboration
- Problem-solving aptitude
- Excellent Communication
- Process Analysis
- Analytical Skills
- Disaster Recovery Planning
- Organizational Skills
- Idea Development and Brainstorming
- Professionalism
- Data Analysis
- Time management abilities
- Task Prioritization
- Problem-Solving
- Multitasking
- Decision-Making
- Analytical Thinking
- Adaptability
- Issue Research
- Team building
- Interpersonal Communication
Passport Expiry
08/03/26
Additional Qualifications
- WEBMASTERS DIPLOMA FROM WINTECH COMPUTERS, GOREGAON (W) BRANCH IN FEB’99
- CIC FROM IGNOU IN 1999
- ENGLISH TYPEWRITING 30 W.P.M. IN OCT’91 WITH SECOND GRADE
- PASSED YOUNG SCIENTIST COMPETITION IN 1988
Personal Information
- Passport Number: P0957998
- Date of Birth: 01/14/75
- Nationality: Indian
- Marital Status: Married
Timeline
Lead Operations
CONCENTRIX formerly known as IBM Global Business Process Services Pvt. Ltd.
09.2009 - 01.2022
Project Associates
OCWEN Financial Services Ltd.
09.2003 - 04.2005
Supervisor
RELIANCE INFOCOM LTD. FOR M/S. CALIBRE COMPUTERS
02.2001 - 09.2003
Supervisor
INFOTECH ENT. (I) LTD. Formerly Known as M/S. INTERRA TECH. PVT. LTD.
06.1994 - 02.2001
Assistant Manager - Claims
CRP Technologies Pvt. Ltd.
- 08.2009
Lead Operations
illumifin India LLP
Sr. Executive Operations (Audit-Claims)
IBM Daksh Business Process Services Pvt. Ltd.
High School Diploma -
IGNOU
Bachelor of Science - Maths & Comp. Prog.
Mumbai University
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