Monica John
Assistant Manager - Operations
Pune,MH
Summary
Dedicated General Insurance domain professional with over 10 years of experience in quality and operations for client in Australia and US. Looking to leverage my knowledge and experience into a role as Team Leader. Contribute to the efficient functioning of the team to meet organizational objectives to perform responsibilities in a manner which reflects continuous improvement.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Assistant Manager - Operations
WNS Global Services
02.2022 - Current
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Implemented streamlined processes to guarantee all claim lodgements from brokers/customers were handled within TAT and enhancing operational efficiency
- Efficiently administered and progressed claims, ensuring smooth and timely resolution, contributing to overall customer satisfaction and retention
- Proactively managed commercial queues, maintaining zero-overdue activities record, demonstrating strong organizational skill and commitment to meeting deadline
- Exhibit professional workplace behavior, fostering a collaborative team environment and supporting team members in understanding and fulfilling their responsibilities effectively
- Effectively managed a team of 26 FTEs, resolving complaints professionally and striving for win-win outcomes, fostering a positive and productive work culture
- Managed team roster and leave/attendance, accurately calculating daily and monthly shrinkage, ensuring smooth operational work follow and resource optimization
- Conducted monthly audits pertaining to information security, compliance and process adherence thereby meeting the ISO audit standards
- Efficiently collating agent wise monthly performance incentive payout scores based on the targets
- Mentored new hires, guiding them through their roles while providing ongoing support for professional growth opportunities
- Conducted regular staff meetings to foster open communication, teamwork, and feedback exchange among team members
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow
- Trained and guided team members to maintain high productivity and performance metrics
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills
Lead Associate - Operations
WNS Global Services
01.2020 - 01.2022
- Established clear lines of communication between team members for better collaboration and overall efficiency
- Facilitated training for associates through daily coaching and regular performance appraisals.
- Mentored junior associates, providing guidance on best practices and professional development opportunities.
- Implemented innovative solutions to overcome process challenges, maintaining timelines without compromising quality
- Increased employee retention by fostering a positive work environment and recognizing outstanding performance
- Analyzed data to identify trends and areas of improvement, informing strategic decision-making processes
- Coordinated with quality and operations team to ensure team team's performance is up to the mark
- Managed team's work allocation to ensure that the team members get equal number of tasks
- Drafted common document templates to reduce time spent creating documents from scratch
- Followed detailed directions from management to complete daily targets for the team
Senior Quality Associate
WNS Global Services
02.2015 - 12.2019
- Developed comprehensive training programs for new hires, fostering a culture of continuous learning and growth
- Initiated the creation of a central repository for quality-related documentation, allowing easy access to information for all team members and fostering a culture of transparency
- Ensured compliance with regulatory requirements by staying informed about changes in legislation and updating company policies accordingly
- Served as a key liaison between the quality department and other functional areas within the company, facilitating effective communication on all matters related to product quality and performance
- Collaborated with cross-functional teams to identify areas needing improvement, resulting in a more consistent product output
- Conducted root cause analyses on recurring issues, identifying solutions that prevented future occurrences
- Identified training needs for associates in the bottom quartile through brainstorming sessions
- Conducted one on one session with team members to ensure feedback is shared to focus on quality
- Improved product quality by implementing robust testing procedures and quality control mechanisms
- Conducted periodic reviews of quality assurance tools and equipment, identifying opportunities to upgrade or replace outdated technology for enhanced performance
- Educated employees on specific QA standards and confirmed maintenance of standards
- Recorded findings of process, collaborating with quality team to implement corrective actions
- Developed and implemented procedures to meet product quality standards
Senior Associate - Operations
WNS Global Services
01.2013 - 01.2015
- Trained with Australia's insurance giant to understand customer requirements and behaviors in the motor vehicle industry
- Excelled as key member of the motor claims team, consistently achieving top performance, meeting stakeholder requirements
- Mentored junior associates, fostering professional growth and helping them reach their full potential
Customer Care Executive
EXL Services
03.2010 - 12.2012
- Managed a high volume of inbound calls, multitasking effectively to address diverse customer needs simultaneously
- Reduced customer complaints with proactive issue identification and resolution strategies.
- Exceeded targets consistently by maintaining an unwavering focus on customer satisfaction and service excellence.
- Enhanced customer satisfaction by resolving inquiries effectively and efficiently
- Contributed to company growth by retaining valuable clients through effective communication and problem-solving skills
Education
Bachelor of Commerce - Financial Accounting
Karnataka State Open University
Mysore, India 04.2001 -
Skills
Certification
CII IF2 General Insurance Business
Timeline
Assistant Manager - Operations
WNS Global Services
02.2022 - Current
Lead Associate - Operations
WNS Global Services
01.2020 - 01.2022
Senior Quality Associate
WNS Global Services
02.2015 - 12.2019
Senior Associate - Operations
WNS Global Services
01.2013 - 01.2015
Customer Care Executive
EXL Services
03.2010 - 12.2012
Bachelor of Commerce - Financial Accounting
Karnataka State Open University
04.2001 -
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