Lucky Bansal
Operating Lead - Looking for opportunities to expand my horizon
Greater Noida
Summary
Actively looking for an opportunity in strategy formulation, operations management, people management, process and productivity improvement
Overview
18
18
years of professional experience
2006
2006
years of post-secondary education
5
5
Certifications
2
2
Languages
Work History
Sr. Manager (Operating Lead)
Genpact India Pvt. Ltd.
04.2021 - Current
- Operational Lead for Property & Casualty (P&C) Process: Spearheaded the P&C process, optimizing efficiency and ensuring seamless execution throughout all stages.
- Transitioned US/Canadian Broking Services Processes: Successfully managed the transition of broking services processes in Canada and US, enhancing operational effectiveness.
- Project Scope Due Diligence: Conducted thorough due diligence to define project scope and requirements, ensuring alignment with company goals.
- Client Meeting Coordination: Scheduled daily meetings with clients and prepared comprehensive records of discussions to maintain clear communication and project tracking.
- Client Management: Oversaw client relationships for US and Canadian geographies, ensuring high satisfaction and effective communication.
- Team Leadership: Directed operations for a team of 150+ FTEs, including Managers and Assistant Managers across 2 Accounts.
- Operational Governance: Managed various operational activities including SLA adherence, people engagement, client management, attrition, shrinkage, and appraisal processes.
- Client Review Management: Conducted weekly, bi-weekly, and monthly client reviews using performance and process dashboards to ensure service excellence.
- Internal Process Oversight: Governed internal process reviews with Assistant Managers and Domain Experts, ensuring SLA compliance, quality checks, and effective knowledge management.
- MIS System Management: Led the team’s MIS system, ensuring timely availability and accuracy of data for operational needs.
- Customer Satisfaction: Received multiple accolades from customers and achieved a 100% Net Promoter Score (NPS).
- Process Improvement Initiatives: Identified and implemented process improvement opportunities, including a Green Belt Project focused on Lean and Digital Transformation to enhance turnaround time.
- Logistics and Transport Process SPOC: Acted as the single point of contact for logistics and transport processes, driving efficiency and coordination.
- Value Stream Mapping and Audits: Led value stream mapping activities and conducted audits across teams to assess and improve process status.
- Training Audits: Conducted training audits to ensure adherence to guidelines, reporting on compliance and effectiveness through detailed dashboards.
- Knowledge Management: Ensured timely execution of knowledge management tests, providing monthly performance reports and insights to leadership.
- Client Incentive Program Management: Managed client incentive programs, including budget allocation, team incentive reporting, and dashboard presentation.
Team Manager
Cognizant Technologies Services
05.2019 - 04.2021
- Talent Management: Recruited, selected, trained, assigned, scheduled, coached, counseled, and disciplined employees to build and maintain a high-performing team.
- Leadership: Provided inspired leadership, fostering a positive and productive organizational culture.
- Strategic Decision-Making: Made key decisions related to policy, planning, and strategy to drive organizational success.
- Operational Policy Development: Developed, implemented, and reviewed operational policies and procedures to ensure efficiency and compliance.
- Resource Management: Managed staffing levels, wages, hours, and contract labor in alignment with revenue goals.
- Financial Oversight: Oversaw budgeting, reporting, planning, and auditing processes to maintain financial health and transparency.
- Culture and Morale: Promoted a company culture that encourages top performance and high employee morale.
- Stakeholder Engagement: Collaborated with senior stakeholders to align organizational objectives and strategies.
- Regulatory Compliance: Ensured all legal and regulatory documents were filed and monitored compliance with relevant laws and regulations.
- Communication Support: Facilitated effective communication between workers and the management team to support operational cohesion and employee satisfaction.
Assistant Manager
EXL Service.com Pvt. Ltd.
05.2014 - 05.2019
- Managed Five BOTs: Oversaw five BOTs and collaborated with developers to create two additional BOTs for the team.
- Performance Reporting: Prepared and presented weekly and monthly performance summaries to clients, facilitating review calls.
- Team Leadership: Directed a team of 15 claims specialists and five BOTs, ensuring alignment and productivity.
- Tracker Management: Maintained Calibration and Query Trackers to monitor and enhance operational efficiency.
- Quality and Productivity: Ensured adherence to quality and productivity targets as per client agreements, focusing on maximizing revenue with minimal MEI.
- Employee Satisfaction: Achieved the highest Employee Satisfaction (E-Sat) score for the year 2017-2018.
- Attrition Control: Motivated team members to manage and reduce attrition rates effectively.
- Productivity and Quality Synchronization: Focused on aligning productivity with quality standards to enhance customer satisfaction.
- Transaction Monitoring: Continuously monitored transactions, implementing corrective measures and incremental improvements as needed.
- Performance Coaching: Provided coaching and feedback to improve team performance, emphasizing quality and productivity.
- Compliance Oversight: Ensured compliance with internal policies, external regulations, and information security standards.
- Successful Transition Management: Led the transition of the Middle Market Quality Team, including Renewal Rating and Solicitation, as a Mentor/Supervisor at an offshore site.
Lead - Operations
IBM Daksh Business Process Services Private Limited
03.2007 - 05.2014
- Managed HPC Mailbox: Contacted agents for missing information, ensuring process continuity.
- Team Leadership: Supervised a team of 30 members, overseeing daily operations and performance.
- New Hire Integration: Participated in the Buddy system, facilitating HR activities for new hires.
- Subject Matter Expert (SME): Provided expert support for various policies including BA, BOP, CP, GL, CMB, MPA, WC, and CR.
- Production Tracking: Monitored and analyzed daily team production to ensure performance goals were met.
- Calibration and Coordination: Conducted calibration sessions with clients and processing centers to align on quality and performance standards.
- Time Tracking: Managed and tracked log in/log out times for the entire team to ensure accurate attendance and productivity records.
- Work Distribution: Oversaw work distribution for the CL endorsement team to optimize workflow efficiency.
- Defect Log Processing: Handled defect log processing for the endorsement team to address and resolve issues promptly.
- IT Point of Contact: Served as the IT SPOC for client applications, managing technical support and troubleshooting.
Education
M.T.A. - Tourism Administration
Institute of Tourism & Hotel Management
B.A - undefined
Dr. B. R. Ambedakar University
12th - undefined
U.P. Board
10th - undefined
U.P. Board
Skills
Property and casualty insurance expertise - Carrier Side
- Personal and commercial risk management
- Endorsement management
- Quote and issuance analysis
- Claims processing expertise
- Salvage operations management
Proficient in property and casualty insurance - Broker Side
- Pre- and post-placement support
- Managing General Agencies
- Retail and Wholesale Operations
- Claims (FNOL)
- Premium Accounting : Account Receivable/Payable, Carrier Payable, Commission Posting under Agency Bill and Direct Bill
Extra Curricular
Participated in third 'ALL INDIA TOURISM YOUTH SUMMIT' held on 02/17/23. Participated in 'ATITHI DEVO BHAVHA' Program organized by ministry of state for tourism. Attended operation development Trainings in IBM i.e. Email Etiquettes, Executive Presence etc.
Interests
Playing Chess
Net Surfing
Personal Information
- Date of Birth: 06/04/83
- Nationality: Indian
Disclaimer
I hereby declare that all the above information furnished by me are true to the best of my knowledge., 01/15/24, Noida
Marital Status
Married, 05/15/10
Certification
CPCU 552-Addressing Commercial Liability Risk
Timeline
CPCU 552-Addressing Commercial Liability Risk
08-2024
Data bridge Lean
04-2024
Tech Bridge-AWS Cloud Practitioner
08-2023
Green Belt-BPMS, Binder Issuance
06-2022
Sr. Manager (Operating Lead)
Genpact India Pvt. Ltd.
04.2021 - Current
Team Manager
Cognizant Technologies Services
05.2019 - 04.2021
Introduction to Property-Casualty Insurance
06-2016
Assistant Manager
EXL Service.com Pvt. Ltd.
05.2014 - 05.2019
Lead - Operations
IBM Daksh Business Process Services Private Limited
03.2007 - 05.2014
B.A - undefined
Dr. B. R. Ambedakar University
12th - undefined
U.P. Board
10th - undefined
U.P. Board
M.T.A. - Tourism Administration
Institute of Tourism & Hotel Management
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