JIMMY JOY
Andheri East
Summary
Dynamic Senior Operations Manager with a proven track record at Marsh & McLennan, excelling in operations management and stakeholder engagement. Achieved a 5% annual improvement in operational efficiency through process optimization. Skilled in compliance and people management, driving high-quality service delivery and fostering team development to enhance client satisfaction.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Senior Operations Manager
Marsh & McLennan Global Services Pvt.Ltd
Mumbai
11.2021 - Current
- Cultivate and maintain strong relationships with operations teams and key stakeholders, proactively resolving service-related issues and identifying opportunities for continuous improvement to enhance client satisfaction.
- Translate business strategy into actionable operational plans, effectively mobilizing resources and ensuring adherence to contractual Service Level Agreements (SLAs) to consistently meet or exceed client expectations.
- Lead day-to-day operational management, including workflow oversight, task delegation, and prioritization across teams of Senior and Operations Services Executives, ensuring high-quality service delivery and compliance with business objectives.
- Oversee end-to-end transition management from current to future business operations, including feasibility studies, hiring, process documentation, User Acceptance Testing (UAT), and successful implementation of new processes.
- Develop, implement, and maintain contingency and business continuity plans to guarantee seamless operations under varying business conditions.
- Monitor process functionality and operational metrics, identifying areas for improvement and driving initiatives to optimize productivity, quality, and efficiency.
- Lead stakeholder engagement sessions and collaborate closely with brokers and internal partners to improve client experience and align service delivery with evolving client needs.
- Manage the complaints handling system, addressing escalated issues promptly to uphold operational integrity and client trust.
- Partner with Compliance to mitigate risks, ensure regulatory adherence, and provide timely information and access for internal audits.
- Coach, mentor, and develop team members by identifying training needs and implementing career development and succession plans to build a high-performing, resilient workforce.
- Track and analyze productivity and quality metrics, conducting regular performance reviews and team meetings to ensure alignment with Key Performance Indicators (KPIs), SLAs, and broader business goals.
- Delivered a sustained 5% annual improvement in operational efficiency through process optimization and productivity initiatives across IMEA, PAC, UK and EU.
- Led the seamless transition of a 40 FTE team from Europe to India Business Continuity Services (BCS) within 9 months, ensuring uninterrupted operations and effective knowledge transfer.
- Developed and implemented a comprehensive quality framework and Standard Operating Procedure (SOP) documentation specifically for the placement and policy servicing team, significantly improving process consistency, compliance, and service quality.
- Designed and implemented comprehensive MI dashboards capturing capacity, utilization, placement, policy servicing, and invoicing metrics, enabling leadership to make informed decisions and identify improvement opportunities.
- Achieved 5% cross-skilling growth across operational segments by implementing targeted training programs, increasing team versatility and resilience.
- Recognized as one of the top 5 Ideators in the Innovichar contest in 2022, reflecting a strong commitment to innovation and continuous improvement.
- Collaborated closely with Compliance teams to mitigate risks and ensure regulatory adherence, providing timely information and support for internal audits, thereby maintaining operational integrity and minimizing business risks.
Team Manager
Capita India Limited
Mumbai
05.2007 - 03.2018
- Manage day-to-day business-as-usual (BAU) operations to ensure smooth workflow and timely task completion.
- Maintain operational efficiency to optimize team performance and consistently achieve high levels of customer satisfaction.
- Address and resolve team member queries promptly to support effective issue resolution.
- Collaborate with the UK technical team to manage dependencies and ensure seamless coordination.
- Participate in calibration calls with the UK team to align on processes, quality standards, and performance expectations.
- Oversee work queue management and prepare Outside Service Level Agreement (SLA) reports to monitor service delivery.
- Allocate work effectively across team members to balance workload and meet operational targets.
- Report breaches and complaints to relevant stakeholders, ensuring timely escalation and resolution.
- Propose process improvement initiatives aimed at reducing manual interventions and enhancing automation.
- Develop and implement action plans for underperforming staff, driving performance improvement and skill development.
- Define quality metrics and establish appropriate quality audit standards to maintain service excellence.
- Coordinate with internal support functions to resolve operational issues impacting the team.
- Conduct monthly feedback sessions with process leaders and team members to foster continuous improvement.
- Lead annual appraisal discussions with process leaders and team members to support career development and performance management.
- Ensure adherence to organizational policies and procedures, communicating updates and changes effectively to the team.
- Prepare team rosters and manage logistics including IT coordination, seat planning, shrinkage, leave management, and break scheduling.
- Implement rewards and recognition programs to motivate and engage team members.
Senior Customer Service Representative
Accenture Services Private
02.2006 - 02.2007
Education
MBA - Distance
MGU
Mumbai01.2012
B.Sc. - Science
Mumbai University
S.I.E.S 01.2005
Skills
- Operations management
- Process excellence and transition
- Quality audits
- RCA
- Compliance
- Change management
- SLA management
- Tat management
- Customer service
- Customer retention
- Escalation management
- Stakeholder management
- People management
Certification
- Certified in CF1 and FA2 Financial Adviser Certification
- CII- London Market 1 Completed
- Service Excellence Program conducted by MMGS 2020-2021
Personal Details - Language Proficiency
- English
- Hindi
- Marathi
- Malayalam
Timeline
Senior Operations Manager
Marsh & McLennan Global Services Pvt.Ltd
11.2021 - Current
Team Manager
Capita India Limited
05.2007 - 03.2018
Senior Customer Service Representative
Accenture Services Private
02.2006 - 02.2007
MBA - Distance
MGU
B.Sc. - Science
Mumbai University