Navnath P Sawant
Insurance : Life, P&C
Pune
Summary
More than 17 years of experience in Operations, Process Management, Training and Customer Service with reputed organizations in Insurance & Finance sector. Proficient at managing & leading large teams for running successful process operations & experience of developing procedures, service standards for business excellence. Ability to support and sustain a positive work environment that fosters team performance. Possess proactive attitude, capability to think in & out of the box.
Overview
18
18
years of professional experience
2007
2007
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Assistant Manager
Gallegher Centre of Excellence
10.2023 - 05.2025
- Successfully led a team of 24 full-time employees, managing a wide range of policy transactions including new business, endorsements, indexing, cancellations, ratings, and quote entry.
- Consistently exceeded agreed SLA turnaround times and quality standards.
- Conducted regular reviews with clients and Business Leader to monitor training effectiveness and Business as Usual (BAU) progress, ensuring alignment with performance goals and continuous improvement.
- Conducted monthly performance reviews for team members, highlighting individual strengths and identifying areas for improvement to drive continuous development and enhance overall team performance.
- Successfully led Kaizen initiatives across three teams, driving process improvements, enhancing efficiency, and fostering a culture of continuous improvement.
- Engaged in real-time collaboration with the Quality team to identify operational challenges and assess training needs, enabling timely interventions and performance enhancements.
- Led Learning & Development and Compliance Initiatives at Divisional Level.
- Hosted Leadership Meets on multiple occasions.
- Organized Team Managers’ Offsite with Learning-Focused Activities.
Assistant Manager
EXL Service Pvt. Ltd.
01.2016 - 08.2023
- Successfully led a team 16 full-time employees, streamlining Claim Settlement processes within the Commercial Auto insurance sector, resulting in enhanced efficiency and cost savings.
- Identified and seized the opportunity to optimize operations by reducing referrals to onshore teams, resulting in the addition of three new (FTEs).
- Proactively identified training needs within the team and engaged in effective client coordination to successfully execute tailored training programs.
- Demonstrated a keen aptitude for identifying critical improvement areas within projects and processes.
- Identifying changes in standard operating procedure and get it updated on process documents.
- SLA baseline – AHT, Quality and Financial Leakage.
- Successfully managed absenteeism and attrition rates by implementing effective strategies, including developing and executing comprehensive training plans to enhance team performance and engagement, resulting in improved employee retention and operational efficiency.
- Collaborated seamlessly with onshore QA professionals to facilitate certifications.
- Proactively identified and resolved system issues for the team, ensuring uninterrupted workflow, enhancing productivity, and minimizing downtime.
- Business Performance Review – Daily and Weekly- Reviewing training & BAU progress with clients.
Assistant Manager
WNS Global Services
07.2013 - 08.2015
- Effectively managed a dynamic team of 15 FTEs, overseeing three distinct sub-teams handling Payments Out, Endorsements, and Policy Details work types, ensuring seamless coordination, optimal productivity, and quality outcomes across diverse operational areas.
- Diligently maintained day-to-day operational excellence, consistently achieving and upholding SLAs, while orchestrating efficient workflows to ensure seamless and high-quality service delivery.
- Encouraged team to ensure all SLA’s are met.
- Regularly conducted comprehensive Process Knowledge Tests twice a month, fostering continuous learning and expertise among team members, contributing to enhanced performance and process proficiency.
- Conducted monthly performance reviews for team members, offering constructive oral and written feedback, and proactively organized training sessions, refresher courses, and coaching to address specific performance requirements, ensuring continuous improvement and development.
- To review the monthly SLA’s with immediate supervisor and share business plan for the coming month.
- To manage absenteeism of team members and manage the workforce.
Lead Associate Operations
WNS Global Services
11.2011 - 07.2013
Senior Associate
WNS Global Services
09.2009 - 10.2011
Associate
WNS Global Services
09.2007 - 08.2009
Education
M.A. -
University of Pune
B. A. - undefined
University of Pune
H. S. C. - undefined
Board of Maharashtra
S. S. C. - undefined
Board of Maharashtra
Skills
Operations management
Certification
CF1 (Certificate in UK finance Services), Chartered Institute of Insurance London, 06/25/15, 83:00%
Career Journey
- Assistant Manager, Gallegher Centre of Excellence, 10/01/23, 05/31/25
- Assistant Manager, EXL Service Pvt. Ltd., 01/01/16, 08/31/23
- Assistant Manager, WNS Global Services, 07/01/13, 08/31/15
- Lead Associate Operations, WNS Global Services, 11/01/11, 07/31/13
- Senior Associate, WNS Global Services, 09/01/09, 10/31/11
- Associate, WNS Global Services, 09/01/07, 08/31/09
Job Profiles
- Team Manager, Gallegher Centre of Excellence, 10/01/23 – 05/31/25, Led a team of 24 full-time employees, Exceeded agreed SLA turnaround times and quality standards, Conducted regular reviews with clients and Business Leader
- Assistant Manager, EXL Service Pvt Ltd., 01/01/16 – 08/31/23, Led a team of 16 full-time employees, Streamlined Claim Settlement processes, Identified and seized opportunities to optimize operations
- Assistant Manager, WNS Global Services Pvt Ltd., 07/01/13 – 08/31/15, Managed a dynamic team of 15 FTEs, Maintained day-to-day operational excellence, Conducted monthly performance reviews
Personal Information
- Date of Birth: 02/04/83
- Nationality: Indian
- Marital Status: Married
Key Result Areas
Maintaining high discipline and norm adherence, Coordinating with superiors for cross trainees and innovative suggestions, Ensuring end to end complaint resolution, Leading set up of new divisions, Monitoring overall functioning of processes, Disseminating information to Team Members, Initiating and sustaining efforts for bettering Customer Satisfaction, Providing effective resolution to customer queries, Cultivating healthy relations with clients
Timeline
Assistant Manager
Gallegher Centre of Excellence
10.2023 - 05.2025
Assistant Manager
EXL Service Pvt. Ltd.
01.2016 - 08.2023
Assistant Manager
WNS Global Services
07.2013 - 08.2015
Lead Associate Operations
WNS Global Services
11.2011 - 07.2013
Senior Associate
WNS Global Services
09.2009 - 10.2011
Associate
WNS Global Services
09.2007 - 08.2009
B. A. - undefined
University of Pune
H. S. C. - undefined
Board of Maharashtra
S. S. C. - undefined
Board of Maharashtra
M.A. -
University of Pune
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