Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Certification
Interests
Developing expertise in emerging fields to drive innovation and personal development.
Work Preference
Work Availability
Timeline
BusinessDevelopmentManager
Madhusudanan  Srambikkal

Madhusudanan Srambikkal

Manager - Insurance Operations
Chennai,Tamil Nadu

Summary

Accomplished Team Manager at RR Donnelley, adept in Project Management and Motivational Leadership, successfully led large teams to achieve 100% productivity. Excelled in Transitions Management with HCL Technologies, enhancing customer satisfaction and operational efficiency. Proven track record in driving results through Effective Communication and Data-Driven Decision Making, with a commitment to professionalism and ethics.

Overview

23
23
years of professional experience
10
10
Certifications

Work History

Team Manager

RR Donnelley
04.2017 - Current
  • Managed a team of 23 associates to achieve 100% productivity, 98.5% quality, and 100% SLA targets.
  • Led team performance through regular meetings, 1-on-1s, and daily performance monitoring.
  • Identified process improvements and implemented cross-training and backup plans.
  • Made timely decisions to ensure volume and SLA targets were met.
  • Provided weekly status updates to senior management.
  • Maintained strong client relationships through email and call interactions.
  • Ensured quality and compliance through daily error discussions and process updates.
  • Developed and motivated team members through training, delegation, and performance monitoring.
  • Played a key role in the successful migration and transition of a P&C Insurance project.
  • Actively involved in talent acquisition, training, quality assurance, IT, client relations, and team operations.
  • Facilitated VDI application setup, UAT testing, and functionality by liaising with client, IT, and operations teams.
  • Managed a large team of 80 associates working on P&C Insurance transactions.
  • Ensured process compliance and served as backup for BCM and Information Security Management System.

Senior Team Leader – Operations

TATA Business Support Services (TBSS) Chennai, Tam
09.2015 - 03.2017
  • Managed a team of 25 associates handling email, inbound/outbound calls, orders, warranty claims, and refunds.
  • Led customer experience, team production, and quality while maintaining a positive work environment.
  • Provided coaching, mentorship, and performance monitoring to team members.
  • Facilitated BOS, EOS, process updates, and regular meetings.
  • Ensured compliance with Information Security Management Systems.
  • Identified process improvements to enhance customer experience and increase C-SAT scores.

Assistant Manager – Insurance Transitions

HCL Technologies Limited, Chennai, India
10.2005 - 09.2015
  • Proven experience in staff augmentation, end-to-end transitions, and setting up new operations teams.
  • Involved in due diligence, service transitions, steady-state operations, and business continuity management.
  • Successfully transitioned processes across Life Insurance & Pensions (UK) and Property & Casualty (US).
  • Managed process transitions with renowned clients such as AIG, AXA, Barclays, Phoenix, and S&P.
  • Led a complete transition of P&C insurance processes between Mexico and Colombia, establishing a Shared Service Center with over 50+ processes.
  • Hands-on experience in setting up a Shared Service Center in Colombia for P&C Insurance.
  • Coordinated and played a vital role in setting up process teams at HCL Insurance Business Services.
  • Established process teams for policy servicing, pension and annuities, surrender and death claims for UK Life Insurance.
  • Created Standard Operating Procedures, training materials, and quality management documentation.
  • Managed a team of 25 executives working on Life Insurance & Pensions transactions.
  • Achieved outstanding performance metrics, including 100% productivity and 98.5% quality with zero attrition.
  • Prior experience in ITES resolving queries through voice, email, and chat processes.

Help Desk Engineer Technical Support

Sutherland Global Services, Chennai, India
04.2002 - 08.2005
  • Resolved technical issues related to computer hardware, broadband, and networking through voice, email, and chat.
  • Actively promoted and sold broadband routers and modems via call and email.
  • Served as a Subject Matter Expert and managed email workflow without SLA violations.
  • Managed an SLA call queue of approximately 80 executives in a shift.
  • Obtained CCNA certification to enhance technical knowledge.

Education

Bachelor of Arts - Commerce

Sir Theagaraya College
Chennai, India
04.2001 -

Skills

Project Management

Accomplishments

Seasoned professional with 24+ years of success in operations, revenue, and client satisfaction. Proven expertise in project management, team leadership, process improvement, and quality. Committed to lifelong learning, currently pursuing AI, Power BI, and Master Black Belt certifications. Adaptable and collaborative team player.


Passionate about creating a positive and inclusive work environment. Committed to humanitarian values of integrity and empathy. Proven track record with certifications in computer hardware, networking, insurance, project management, and quality. US-B1 visa holder also available for international opportunities to contribute expertise and drive innovation with outstanding results

Languages

English
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
Malayalam
Bilingual or Proficient (C2)
Hindi
Beginner (A1)
Telugu
Beginner (A1)

Certification

Certified Lean Champion

Interests

Learning New Technology

Improving Self Performance

Spending Quality Family Time

Music

Nature & Environment

Coaching & Guiding Students

Developing expertise in emerging fields to drive innovation and personal development.

I am keen to delve into the burgeoning field of Artificial Intelligence, which is poised to significantly impact the job market. Given the rapid advancements in AI technology, I have recently enrolled in the Hope AI Institute in Coimbatore to acquire a solid foundation in this domain. While niche opportunities exist, a well-rounded understanding of various subjects is increasingly essential. Fortunately, my diverse background, expertise, certifications, and knowledge across multiple domains make me a valuable asset to organizations seeking AI talent.

As AI continues to evolve, I anticipate a transformative impact on all industries. Technologies such as electric vehicles and solar systems will also benefit from AI integration. This revolution necessitates individuals with multifaceted knowledge, effective communication skills, and the ability to articulate AI's societal advantages. In the near future, we may witness private schools leveraging AI to augment teaching efforts.

Personally, I possess a genuine interest in all subjects and approach learning with an open mind. I am dedicated to continuous research, skill development, and personal growth. To ensure that AI benefits society optimally, it is crucial to educate both younger and older generations. While AI offers immense potential, it is essential to prioritize fundamental subject knowledge. By incorporating AI-assisted learning, students can accelerate their understanding, retain information effectively, and contribute positively to human progress when guided through a structured and systematic approach.

Work Preference

Work Type

Full Time

Location Preference

On-SiteRemoteHybrid

Important To Me

Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsHealthcare benefitsWork from home optionTeam Building / Company RetreatsPaid time off401k matchStock Options / Equity / Profit SharingPaid sick leave4-day work week

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Certified Lean Champion

09-2024

Certified Lean Six Sigma Black Belt

08-2024

CXO Leadership Executive Coaching Program

04-2024

Professional Scrum Product Owner Certified

04-2023

Certified Lean Six Sigma Green Belt

12-2017

Team Manager

RR Donnelley
04.2017 - Current

Project Management Professional

03-2017

Certificate in Regulated Financial Operations UK(CII)

09-2016

Senior Team Leader – Operations

TATA Business Support Services (TBSS) Chennai, Tam
09.2015 - 03.2017

Cisco Certified Network Associate

07-2015

Assistant Manager – Insurance Transitions

HCL Technologies Limited, Chennai, India
10.2005 - 09.2015

Help Desk Engineer Technical Support

Sutherland Global Services, Chennai, India
04.2002 - 08.2005

Microsoft Certified Systems Engineer

08-2001

Bachelor of Arts - Commerce

Sir Theagaraya College
04.2001 -

Post Graduate Diploma Computer Hardware

01-2001
Madhusudanan SrambikkalManager - Insurance Operations