Karan Malhotra
Ghaziabad
Summary
Seasoned Delivery Operations Manager possessing more than 15 years of diverse experience across different domains, products, services and towers under;
- Property and Casualty (P&C) Insurance
- Life and Pensions (L&P) Insurance
Overseeing daily Operations Management, Project Management, Process Improvement, Transitions, Budget planning, and resource planning by ensuring timely delivery and enhancing customer satisfaction. Strengths include effective team leadership, comprehensive route planning, and robust problem-solving abilities. Significant contributions made in previous roles include streamlining processes for improved efficiency and implementing innovative strategies to drive operational excellence.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Delivery Operations Manager
TCS
07.2023 - Current
- Overseeing daily operations for a team exceeding 200 members, aligning activities with organizational objectives.
- Managing operational periodic quarterly, semiannual, and annual budgets/cost management.
- Ensuring all SLA parameters are met in the account by maintaining the green card all the time.
- Understanding customer goals and key performance metrics, and ensuring exceeding the goals.
- Monitoring and reviewing delivery dashboards, MIS across accounts to identify potential red flags.
- Maximizing process efficiency and cost-effectiveness through strategic planning and governance mechanisms with senior stakeholders.
- Planning the strategy for the coming years by identifying new geographies for alternative revenue streams.
- Ensuring a deep understanding of clients' individual experiences to head off potential issues.
- Reviewing and driving appropriate actions/systematic changes on internal and external audit findings to ensure no compliance issues are cited.
- Conducting effective resource planning to optimize the productivity of personnel and technology.
- Establishing strong relationships with vendors and clients to promote collaboration.
- Leading multiple end-to-end transitions by creating plans for different phases (Due Diligence, detailed discussions, training, ramp planning, audits sampling, go live) with promising timelines, calibrating further with internal and external stakeholders for the same.
- Identifying digital implementation opportunities via robotics and providing FTE reduction, resulting in monetary benefit.
- Working on a cost-benefit analysis to show the total estimated future benefit, and further reduction planning.
DEPUTY MANAGER / OPERATIONS MANAGER
EXL SERVICES PVT LTD.
02.2018 - Current
- Company Overview: DEPUTY MANAGER / OPERATIONS MANAGER under P&C Insurance
- Providing strong employee engagement results, performance management, coaching and development of employees
- Ensuring all operational objectives are achieved including time service, quality, and productivity for claim adjudication and Underwritings Process
- Provide ongoing strategic and operational guidance to support new business activities and existing client relationships
- Working Documents like SOP’s BRD’s & FRD’s etc
- Embed a mindset that empowers employees to make informed and timely decisions that focus on the customer
- Collaborate with other site leaders on forecasting & capacity planning and ensuring appropriate resources are in place to efficiently and effectively deal with claims volume and service objectives to ensure consistent national delivery of service
- Ensure strong training delivery to enhance employee skills and capabilities to deliver against business objectives
- Identified opportunity area and provided a benefit of 7.2 FTE’s leading to an impact of ~$158K in 2 years post implementing robotics ideation through Automation Anywhere
- Identifying new projects, opportunities or problem statements and applying different techniques like Lean Six Sigma and Robotics
- Work in multi-disciplinary teams to shape and implement digital strategies
- DEPUTY MANAGER / OPERATIONS MANAGER under P&C Insurance
LEAD ANALYST – Risk Analytics
RISK MANAGEMENT SOLUTIONS
09.2017 - 02.2018
- Company Overview: LEAD ANALYST – Risk Analytics under P&C Insurance
- Measures project management performance against standards
- Data Management and Mining
- Risk Analytics for commercial properties across the globe
- Facilitating discussion, decision making, and conflict resolution
- Understand key metrics to the team to drive continuous improvements
- LEAD ANALYST – Risk Analytics under P&C Insurance
ASSISTANT MANAGER – Operations
EXL SERVICES PVT LTD.
01.2015 - 09.2017
- Company Overview: ASSISTANT MANAGER – Operations under P&C Insurance
- Identifying opportunity areas and drawing immediate action plan
- Identifying new projects from the existing process
- Identifying new automation opportunities and assisting robotics team to do UAT’s
- Driving Performance to deliver agreed service levels
- Client Management and People Management
- Calculating & Reporting MEI & PEI
- Generating & Publishing Weekly/Monthly & Quarterly Performance Reports
- Managing priority workload defined by the client for the day/week
- Responsible for doing periodic performance reviews for the team members and to give them feedback
- Managing attrition through regular review of warning sign
- Managing absenteeism and holidays
- Delivering business results through effective and efficient management
- ASSISTANT MANAGER – Operations under P&C Insurance
SENIOR PROCESS ASSOCIATE
GENPACT
05.2012 - 01.2015
- Company Overview: SENIOR PROCESS ASSOCIATE under P&C Insurance
- Worked on End to End underwriting process for the Commercial Property Insurance
- Daily pricing for commercial properties all around the world
- Refining Geo information
- Applying insurance conditions (Policy and Account level Limits and Deductibles)
- Premium allocation
- Help Underwriters for Premium generation with the help of different applications like AMS, CORFLOW, Point In, MSB Tool, Location Management System and Costing Platform
- Performed Quality Audits
- Ensured that each and every account is sent to the Underwriter before TAT
- Process trade analytics reports for High-Priority clients
- SENIOR PROCESS ASSOCIATE under P&C Insurance
Sales Executive
Rohan Motors Ltd.
06.2011 - 05.2012
- Company Overview: Sales Executive under Direct Sales & Strategic Development
- Responsible for preparing daily, weekly and monthly sales reports
- Handling walk in customers and explaining about the products
- Providing quality after sales service
- Taking feedbacks and working on them
- Sales Executive under Direct Sales & Strategic Development
Assistant Steward
Country Inn & Suites.
08.2010 - 04.2011
- Company Overview: Assistant Steward under Food & Beverage Service & Sales
- Worked as a Bar Tender & billing advisor
- Worked with Sales team to capture new bookings
- Assistant Steward under Food & Beverage Service & Sales
Education
B.Sc -
IHM Hajipur
HajipurSenior Secondary - CBSE
D.D.P.S
GhaziabadSkills
- Operations management
- Resource planning
- Project management
- Process improvement
- Digital transformation
- Service level agreement management
- Risk mitigation
- Strategy development
- Change management
- Cross-functional team leadership
- Budget optimization
- Employee scheduling
- Crisis management
- Forecasting techniques
Certification
- Certified Project Management Foundation (Allison)
- Certified Scrum Product Owner (Scrum Alliance)
- Power BI Admin
- P&C Boot Camp
- Green Belt – Lean Six Sigma
- Silver Certification
- People Administrative Leader (PAL)
Accomplishments
- Identified Digital implementation opportunities via robotics and provided FTE reduction resulting in an annual monetary benefit of ($36K in FY’ 23-24) & ($158K in FY’ 19-20)
- Lead 3 onshore End to End seamless transitions and multiple offshore remote transitions smoothly and successfully
- Assigned responsible for handling the very first phase of automation for onshore partners
- Certified as Lead Trainer in professional journey
- Lean certified
- Certified with quarter best performer award twice
- 5 times certified with monthly best performer
- Awarded as catalyst for the process
- Awarded as best operations leader
Disclaimer
I do hereby declare that the above furnished particulars are true and correct to the best of my knowledge and belief.
Languages
- English
- Hindi
Personal Information
Date of Birth: 04/01/90
Timeline
Delivery Operations Manager
TCS
07.2023 - Current
DEPUTY MANAGER / OPERATIONS MANAGER
EXL SERVICES PVT LTD.
02.2018 - Current
LEAD ANALYST – Risk Analytics
RISK MANAGEMENT SOLUTIONS
09.2017 - 02.2018
ASSISTANT MANAGER – Operations
EXL SERVICES PVT LTD.
01.2015 - 09.2017
SENIOR PROCESS ASSOCIATE
GENPACT
05.2012 - 01.2015
Sales Executive
Rohan Motors Ltd.
06.2011 - 05.2012
Assistant Steward
Country Inn & Suites.
08.2010 - 04.2011
B.Sc -
IHM Hajipur
Senior Secondary - CBSE
D.D.P.S
Similar Profiles
Nilanjana MukherjeeNilanjana Mukherjee
Operation Lead at TCSOperation Lead at TCS
RISHABH DIXITRISHABH DIXIT
Client Onsite Support – Identity & Access Tools at TCSClient Onsite Support – Identity & Access Tools at TCS
Karuna TilwaniKaruna Tilwani
Senior Software Python Developer at TCSSenior Software Python Developer at TCS
B. SUBBARAOB. SUBBARAO
SAP Assistant Consultant at TCSSAP Assistant Consultant at TCS
AMIT GUPTAAMIT GUPTA
Senior Manager - Agile Program Management at Publicis SapientSenior Manager - Agile Program Management at Publicis Sapient