Mary Krupa
Bangalore
Summary
Self-motivated Operations Manager successful in collaborating with Managers, leaders and employees to streamline and strengthen P&C Insurance Claims professionals and control claims costs. Highly organized and detailed collaborator with solid record of accomplishment in meeting and exceeding business targets. In-depth knowledge of operational and budget management techniques.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Senior Operations Manager
Accenture Solutions Pvt Ltd
Bengaluru
09.2022 - Current
- Manage overall span of 220+ employees with 6 direct reportee who are Operations Managers and rest are indirect reportee who all are P&C insurance Claims Professionals
- Accountable for P&C claims (E2E -FNOL to Closure) for UK, UAE, EMEA, US and NAM Regions for both Commercial and Personal Lines (Property, Casualty EL/GL, Auto, Employeer's Liability, Marine, Travel Claims, Extended Warranty, Aviation etc)
- It a blended process of Voice and Non Voice Claims FNOL, express cliams adjudication, Payments (including Bordeaux's), Recovery, Clousre etc.
- Critcial Deliverable are Lifecycle, Closure Ration, Reopen Ratio, Call Quality etc
- Managed personnel including recruitment, training, scheduling, performance reviews and disciplinary actions.
- Analyzed data to identify trends in production output, customer satisfaction levels and labor costs.
- Collaborated with cross-functional teams to develop process improvements that increased productivity.
- Assigned tasks to staff members based on their skill sets and availability.
- Formed and sustained strategic relationships with clients.
- Developed and implemented operational strategies to improve efficiency and reduce costs.
Ops Manager
Accenture Services Private Limited. Banglore
Bangalore
05.2021 - 09.2022
- Lead and manage a team of team leaders and high performing individuals approx. 130+ P&C Claims professionals handling FNOLs, Express Claims, Claims Payment, Recovery and Settlement
- Exhibits sound business judgment, a proven ability to influence others, strong analytical skills, and aproven track record of taking ownership, leading data-driven analyses, and forecasting models, metrics,reports, and dashboards to drive key business decisions for Claims Team
- Drive weekly or monthly discussions with Stakeholders and influence decisions for the process with data
- Designing and presenting of Forecasting Models on Debt and Collections for Recoveries (Motor Claims)
- Key contributor on Data Analytics for Claims Cycle Time Reduction, Litigation Strategy and Claims Costs (AD and PD)
- Have been driving Inclusion and Diversity deal level activities like IWD celebrations, Returning Mother Coach, Men as Advocate, Drive Women Talent etc
Deputy Manager
Accenture Services Private Limited. Bangalore
Bangalore
09.2017 - 05.2021
- Manage a span of 80 Insurance Claims professionals handling Claims for various LOBs within UK Auto, Home and Pet Claims
- Monitored progress of projects, identified potential problems, and created solutions to address them.
- Organized meetings with stakeholders to discuss business objectives, strategies, and plans.
- Maintained relationships with vendors and suppliers to ensure delivery of quality products in a timely manner.
- Created detailed reports on operations metrics such as cost savings, productivity gains.
Team Leader
Accenture Services Private Limited
Bangalore
06.2014 - 09.2017
- Preparing daily workloads for staff & coordinating the daily allocation of work
- Motivating the team to achieve high standards and KPI targets
- Handling new client enquiries and acting as the face of the business
- Dealing with and resolving problems and issues which arise
- Mentoring and training up junior and new staff
- Monitoring & reporting on standards & performance targets
- Arranging & chairing weekly team meetings, focusing on targets & achievements
- Implementing new initiatives
- Involved in the recruitment of new staff
- Praise team members and creates a positive working environment
- Ensuring all administrative and IT records are entered and updated correctly
- Providing prompt and accurate information on individual performance.
SME
Accenture Service Private Limited,Bangalore
Bangalore
12.2009 - 06.2014
- Motor Claims Technical Expert - UK Insurance
- Manage Queries
- Help Customer Managers in handling the complex calls & tasks within the appropriate quality / service levels
- Handle escalated calls/mails from end customers & client
- Drive team motivation
- Steer team performance through collaborative and individual performance management
- Support disciplines for process delivery & performance improvements
- Call handling & completion of any agreed actions within the agreed quality / service levels
- Query Management within agreed quality / service levels
- Contribute to team performance and goals.
Motor Claims Handler
Accenture Services Private Limited. Bangalore
Bangalore
06.2005 - 12.2009
- Dealing with UK Motor Claims - Inbound and Outbound processes
- Handle inbound notification calls from customers within required handling time and at appropriate quality levels
- Probe customer responses to ensure accuracy of claim, while maintaining empathy level
- Identify calls requiring escalation and escalate to right person
- Contribute to team performance and goals through individual performance and suggestions for improvement where sought
- Process claims ensuring E2E action
- Employee should be a team player, flexible and should promote the team spirit, he/she should engage in team building and team bonding activities
- Display ability to take extra responsibilities
- Seek to continuously learn and improve professional capabilities
- Display commitment towards process and client deliverables
- Display openness to adapt to changes in work environment
- Be receptive to feedback from supervisor and peer group
- Adhere to all norms, rules and policies within the Accenture code of business ethics and Accenture core values
- Strive to be able to engage and cooperate with team members to ensure good team performance.
Customer Service Specialist
Siemens Shared Services Pvt. Ltd.
10.2004 - 04.2005
- Inbound US Telephony
- Assisting customer with car rental bookings.
Education
Bachelor of Science - BS - Physics Chemsitry and Mathematics
Christ University, Bangalore
01.2004
PUC - PCMB
Christ university
01.2001
SSLC -
Robbia Convent
01.1999
Skills
- Project Management
- People Management
- Operations Management
- Revenue Forecasting
- Relationship Building
- Recruitment
- Employee Relations
- Hiring and Onboarding
- Performance Improvements
Certification
- CII
- IRDA
- Advance Machine Learning
Current Location
Bengaluru, Karnataka, India
Personal Information
Title: Ops Manager at Accenture Services Private Limited. Bangalore
Languages
- English
- Kannada
- Telugu
- Tamil
Awards
Client Super Star Awards in a row of 2
- Encore Awards - Star of Business
- Award
- Numero Uno' award
- Good Samaritan Award
References
References available upon request.
Timeline
Senior Operations Manager
Accenture Solutions Pvt Ltd
09.2022 - Current
Ops Manager
Accenture Services Private Limited. Banglore
05.2021 - 09.2022
Deputy Manager
Accenture Services Private Limited. Bangalore
09.2017 - 05.2021
Team Leader
Accenture Services Private Limited
06.2014 - 09.2017
SME
Accenture Service Private Limited,Bangalore
12.2009 - 06.2014
Motor Claims Handler
Accenture Services Private Limited. Bangalore
06.2005 - 12.2009
Customer Service Specialist
Siemens Shared Services Pvt. Ltd.
10.2004 - 04.2005
Bachelor of Science - BS - Physics Chemsitry and Mathematics
Christ University, Bangalore
PUC - PCMB
Christ university
SSLC -
Robbia Convent
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