Volunteer at the local NGO for children by teaching them twice a week
Pooja Seth
Lead Assistant Manger
Delhi
Summary
Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency with 17+ working experience in insurance domain. Highly committed with hardworking mentality to maintain quality of services and products. Skilled in solving complicated issues and making proactive operational changes.
Overview
17
17
years of professional experience
7
7
Certifications
1
1
Language
Work History
Lead Assistant Manager - Process Excellence & Ops
US Insurance - P&C, Health Insurance, Legal support
11.2021 - Current
- Currently managing different stakeholders involving US health care, legal process and subrogation clients
- Responsible for ensuring smooth functioning of Quality compliance function in US Client processes , meeting and assisting in driving incremental improvements
- Involved in client calls for MBR (monthly business review) and WBR (weekly business review)
- Set up Quality structure for the new clients which involved extensive interaction with Clients to understand and capture all the requirements
- Closely worked with operation teams and clients to continuously benchmark the processes, baseline performance and target setting
- Perform ongoing reviews, coordinate with the Black-belts and process owners to ensure improvement exercises
- Involved in identifying opportunities for automation of existing US insurance projects and transactions
- Part of the Digital team and working on various automation projects using different organizational level tools
- Mentored and guided employees to foster proper completion of assigned duties.
- Built strong relationships with stakeholders through positive attitude and attentive response.
Lead Assistant Manager
UK Insurance - Property and Causality
10.2017 - 11.2021
- Involved in a ramp up and establishing of Webchat process, a pioneer project for the organization
- Handled a team of 40+ associates and 2 assistant mangers
- Awarded as "People's Manager" for the year 2017 and 2018
- Leadership profile, managed ‘Chat Process’ for UK insurer
- Monthly performance reviews with the key stakeholders to discuss performance, areas of opportunity and action plan
- Manage process shrinkage and attrition
- Responsible for Monthly 1-2-1’ and overall development and growth of team members
- Team is responsible for dealing with the UK customers, amendments and renewals of existing policies, handling complaints
- Responsible for identifying TNI needs through effective coaching and feedback
- Served as a contact point for client escalations
- Contact customers to deal with ongoing complaints and escalations
Assistant Manager
UK Insurance - Property and Causality
01.2014 - 11.2017
- Involved in migration of the pilot process and defining SLA, s for the same
- Updating client with the weekly progress by process decks and reporting
- Analysis of the process performance as per the ramp up plan
- Driving improvement initiatives for the process through idea generations
- Employee engagement and CSR Initiatives
- Awarded as " Best AM" for Quarter 1
- Got the best team award for Quarter 2
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies
- Migrated UK claim process and was involved in establishing and ramp up of the process leading to 100% growth
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Mentored team members to enhance professional development and accountability in workplace.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Established objectives to offer team members clear roadmap to help company achieve overall goals.
Training Cordinator
UK Insurance process
01.2011 - 03.2013
- Responsible for service-delivery and meeting SLAs for claims and underwriting domain
- Client interaction for knowledge transfer and updates
- Responsible for designing training modules
- Responsible for training need identification (TNI) and training need analysis (TNA)
- Mentoring and assisting new joiners with the technicalities of the process
- Preparation of daily, weekly and monthly reports corresponding to productivity,
- Quality and other Process specific reports
- Responsible for the new joiners from Induction to Production (I2P)
- On-shore coordination related to the new joiners and the upcoming processes
- Responsible for raising accesses for the new joiners as per the required approvals
- Preparation of training dashboard
- Driving training nominations for respective business areas
- Ensuring minimum attrition and throughput for the inductees through employee engagement
- Attending migration calls for the new work stack
- Preparation of monthly business review for training analysis
- Client and trainer observations along with sharing the feedback
- Collaborated with team members to achieve target results.
- Worked with customers to understand needs and provide excellent service.
- Used coordination and planning skills to achieve results according to schedule.
Education
High School Diploma -
CBSE
Delhi 04.2001 -
Bachelor of Computer Applications - Computers
UP Technical University
04.2001 -
Master of Computer Applications - Computers
UP Technical University
04.2001 -
Skills
Recruiting and interviewing
Accomplishments
- Selected for Migration of Insurance process and travelled to Pune as a BCP site forthe training and migration of the process for 4 months
- Have been an integral part of process migration, operations and Training Group
- Worked with Business Group for formulating the different process relateddocuments for all the migrations like metric guide, process management document,communication plan, quality plan, training standard document, etc, MCA, UP technical university
- BCA, Lucknow University
- Senior secondary from CBSE, Delhi
- Higher Secondary from CBSE, Delhi
- KEY STRENGTHS
- A very quick learner
- Reasoning and Logical thinking
- Effective Communication Skills
Certification
Green Belt Certified - Simplilearn
Interests
Frequent traveler to experience and absorb the culture around
Enjoy watching news and documentaries, socializing with family and friends
Timeline
Green Belt Certified - Simplilearn
06-2022
Lead Assistant Manager - Process Excellence & Ops
US Insurance - P&C, Health Insurance, Legal support
11.2021 - Current
Lean Certification
02-2019
Lead Assistant Manager
UK Insurance - Property and Causality
10.2017 - 11.2021
Assistant Manager
UK Insurance - Property and Causality
01.2014 - 11.2017
Training Cordinator
UK Insurance process
01.2011 - 03.2013
High School Diploma -
CBSE
04.2001 -
Bachelor of Computer Applications - Computers
UP Technical University
04.2001 -
Master of Computer Applications - Computers
UP Technical University
04.2001 -
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