LIJO THOMAS
Pune,Maharashtra
Summary
Senior Operations & Quality Leader with 20+ years of experience across UK Life & Pensions Insurance and global insurance domains (Auto, Home, Life). Expertise in quality management, transitions, client servicing, and process excellence. Skilled in Lean Six Sigma, Agile, and strategic operations management, delivering measurable improvements in SLA adherence, cost savings, and client satisfaction. Adept at building resilient teams, driving business transformation, and leading large-scale transitions across geographies.
Overview
1
1
Certification
28
28
years of professional experience
Work History
Senior Team Leader – US Auto & Home Insurance
Allstate Solutions Pvt. Ltd.
06.2018 - Current
- Managed end-to-end operations for Auto & Home Insurance BU, achieving SLA compliance and enhancing client satisfaction.
- Led Policy Servicing Transition team with US senior leadership, facilitating seamless training-to-steady-state transition.
- Implemented automation reducing workload equivalent to 6 FTEs.
- Contributed to People Engagement & Exception Committees, promoting employee motivation and retention.
Assistant Manager – UK Life & Pensions Insurance
TATA Consultancy Services (Business Process Services)
08.2014 - 01.2018
- Established and led a Quality team of 25 associates across Tier 1 & Tier 2 locations for UK Life & Pensions.
- Delivered Lean Six Sigma Green Belt project that improved turnaround time and service level agreement for Premiums group transactions.
- Delivered Lean Six Sigma Green Belt project improving TAT/SLA for Premiums group transactions.
- Pioneered Leakage Management Improvement Project, reducing non-value-added time for enhanced productivity.
- Strengthened onshore-offshore collaboration with UK stakeholders to ensure compliance and operational resilience.
- Key Achievements.
Assistant Manager – UK Life & Pensions Insurance
Steria India Ltd. (BPO)
09.2006 - 08.2014
- Led migration of “Gone Aways” project, managed entire operations during transition.
- Introduced Bright Ideas initiatives, streamlining processes and enhancing turnaround time.
- Managed daily operations across Business Process Services client support teams.
- Coordinated service delivery for TCS Business Process Services account workflows.
- Reviewed process compliance using standard operating procedures and quality checks.
Sr. Customer Service Executive – Life & Motor Insurance
WNS Global Services Pvt. Ltd. (BPO)
08.2003 - 08.2006
- Traveled to UK for business discussions, enabling offshoring of new work worth 21 FTEs.
- Proposed innovative ideas to enhance processes that reduced processing time and error percentage.
- Managed client operations within WNS Global Services BPO service delivery framework.
- Coordinated daily workflow across customer support and back-office teams.
- Monitored SLA compliance and resolved service escalations promptly.
Customer Sales Executive – Telecom
BPL Mobile
11.2001 - 07.2003
Customer Sales Executive – Education
APTECH Computer Education
01.1999 - 08.2001
Education
Bachelor of Commerce -
Pune University
Skills
- UK Life & Pensions Insurance Operations
- Quality Management & SLA Governance
- Client Relationship & Stakeholder Engagement
- Transitions & Business Process Re-engineering
- People Development & Leadership
- Lean Six Sigma & Process Excellence
- Deep domain expertise in UK Life & Pensions Insurance with proven track record of quality improvement and SLA governance
- Strong leadership in transitions, automation, and process excellence, delivering measurable cost and efficiency gains
- Skilled communicator with ability to build trust with clients, stakeholders, and cross-cultural teams
Certification
Prince2 Agile Practitioner & Foundation, Certified ScrumMaster (CSM) – Scrum Alliance, Chartered Insurance Institute (UK): CF1, FA1, FA2, AIDA Level I (US) – Principles of Insurance, Lean Six Sigma Green Belt – TCS, Generative AI for Business Transformation, OnTrac BPO Leadership Program | PIBS Framework – TCS
Timeline
Senior Team Leader – US Auto & Home Insurance
Allstate Solutions Pvt. Ltd.
06.2018 - Current
Assistant Manager – UK Life & Pensions Insurance
TATA Consultancy Services (Business Process Services)
08.2014 - 01.2018
Assistant Manager – UK Life & Pensions Insurance
Steria India Ltd. (BPO)
09.2006 - 08.2014
Sr. Customer Service Executive – Life & Motor Insurance
WNS Global Services Pvt. Ltd. (BPO)
08.2003 - 08.2006
Customer Sales Executive – Telecom
BPL Mobile
11.2001 - 07.2003
Customer Sales Executive – Education
APTECH Computer Education
01.1999 - 08.2001
Bachelor of Commerce -
Pune University