MANISH MISHRA
Faridabad
Summary
Results-driven Operations Manager / People Leader with 15+ years of experience in Insurance Operations and Service Delivery, managing large teams, client SLAs, revenue optimization, and operational excellence. Proven expertise in performance management, workforce planning, client relationship management, and continuous improvement. Strong analytical background with Data Science exposure, enabling data-driven decision-making. Adept at leading cross-functional teams to deliver consistent results in high-volume BPO environments
Overview
18
18
years of professional experience
Work History
Team Lead
Sunlife Global Solutions
02.2010 - Current
- Led end-to-end operations for US & Canadian Health, Dental, Life Insurance & Annuities claims, ensuring SLA adherence and high-quality service delivery
- Managed large teams of associates and SMEs, driving performance through structured coaching, regular one-on-ones, and development plans
- Monitored and analyzed operational metrics including attendance adherence, productivity, quality, and client scorecards
- Partnered with WFM to ensure optimal staffing, schedule adherence, and capacity planning
- Collaborated with Quality, Training, HR, and TA to address performance gaps and drive continuous improvement initiatives
- Implemented corrective actions to resolve operational issues and improve efficiency
- Maintained strong client relationships, supported business reviews, and ensured consistent service delivery
Junior Executive
Keane Worldzen
07.2009 - 02.2010
- Processed redemption and outgoing fund transfers with high efficiency and accuracy.
- Managed all purchase orders and fostered strong, proactive communication with clients.
- Ensured timely and effective resolution of all return mail issues.
Trainee Duty Manager
ESSAR TELECOM RETAIL LIMITED
02.2008 - 05.2009
- Managed customer interactions, consistently delivering exceptional service experiences.
- Conducted precise stock transfers and meticulously maintained accurate inventory records.
- Assisted in critical billing operations to ensure seamless and error-free transactions.
- Utilized Lean and Six Sigma methodologies to identify inefficiencies and promote sustainable improvements.
Education
MBA/PGDM -
International Institute of Information Technology
BangaloreB.Sc -
Guwahati University
Skills
Operations Management
Service Delivery Management
SLA Management & Compliance
KPI & Metrics Management
Operational Performance Reviews
Continuous Improvement (CI)
CAPA Implementation
Risk & Issue Management
Client Relationship Management
Client Scorecards & Reporting
MBR / QBR Participation
Stakeholder Communication
People Management & Leadership
Team Leadership & Coaching
Performance Management
Workforce Planning & Staff Allocation
Employee Engagement
One-on-One Coaching
Employee Relations & Conflict Resolution
Workforce & Financial Management
Attendance & Schedule Adherence
Productivity & Utilization Management
Billable / Non-Billable Hours Tracking
Budgeting & Forecasting
Revenue Optimization & Cost Control
Reporting & Analytics
MIS & Operational Dashboards
Data Analysis & Insights
Advanced Excel (Pivot, VLOOKUP, Dashboards)
Executive Presentations
Cross-Functional Collaboration
WFM, Training, Quality, HR, TA Coordination
Change Management
Best Practice Implementation
Accomplishments
Executive Post Graduate Program in Data Science, ALMI, Canada Investment Fund Operations (CIFO)
Projects
- Online Video Training Module Development, Project Lead, Developed an online video training module to onboard new hires, significantly reducing dependency on Subject Matter Experts (SMEs) and trainers by consolidating comprehensive training material into an accessible, self-paced format.
- Improved SLA compliance by 4% through process optimization
- Reduced attrition by 6% via focused employee engagement initiatives
- Enhanced productivity/utilization by 5% through workforce optimization
Languages
- English
- Hindi
- Assamese
- English
- Hindi
Languages
English
Advanced
C1
Hindi
Proficient
C2
Timeline
Team Lead
Sunlife Global Solutions
02.2010 - Current
Junior Executive
Keane Worldzen
07.2009 - 02.2010
Trainee Duty Manager
ESSAR TELECOM RETAIL LIMITED
02.2008 - 05.2009
MBA/PGDM -
International Institute of Information Technology
B.Sc -
Guwahati University