ROSHAN KUMAR SINGH
New Delhi
Summary
Results-driven Assistant Manager – with 9+ years of experience in insurance operations, process improvement, and team leadership within a Global Capability Center (GCC) environment. Proven expertise in migration projects, SLA/KPI management, continuous improvement, and automation initiatives that enhance efficiency and reduce costs. Strong stakeholder management skills with the ability to lead high-performing teams and deliver operational excellence.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Assistant Manager – Operations
Sun Life Global Solutions
07.2022 - Current
- Lead a team of 12–15 FTEs, overseeing day-to-day operations for migration projects of Group Insurance Policies when tech enhancements are not cost-effective.
- Ensure SLA/KPI adherence, monitor productivity, and maintain operational excellence across the team.
- Conduct regular performance reviews, provide feedback, and develop individual growth plans.
- Manage execution of transactional processes for new contracts and products, ensuring smooth onboarding and integration.
- Drive continuous improvement initiatives, implementing workflow optimizations that reduced turnaround time and improved accuracy.
- Spearhead micro-automation projects to streamline processes, reducing manual effort and operational costs.
- Build and maintain strong relationships with stakeholders, ensuring alignment on priorities and timely issue resolution.
Specialist – Quality Development
Sun Life Global Solutions
04.2022 - 07.2022
- Created Excel Macros to automate quality audit sample selection, improving efficiency.
- Designed Tableau dashboards to track and visualize operational quality performance.
- Collaborated with North American teams to identify process gaps and implement improvements.
Expert – Quality Assurance
Sun Life Global Solutions
07.2018 - 04.2022
- Conducted quality assessments per SLA requirements, delivering actionable coaching to improve scores.
- Prepared and presented detailed quality reports using SQL and advanced Excel.
- Identified error trends and implemented corrective measures to improve accuracy.
Process Associate
Sun Life Global Solutions
01.2017 - 07.2018
- Generated and proofread contracts for US Group Insurance policyholders.
- Updated claim systems and client contact details to ensure smooth claims processing.
- Participated in product testing for document outputs, ensuring quality standards.
Junior Process Associate (via ITC Infotech)
Sun Life Global Solutions
07.2016 - 01.2017
- Supported back-office insurance operations, client communications, and contract updates.
Education
B.Sc - General
Delhi University
Skills
- Operations Management
- SLA Monitoring
- KPI Monitoring
- Insurance Operations
- Group Policies
- Claims
- Team Leadership
- Performance Management
- Process Improvement
- Lean Principles
- Migration Project Execution
- Stakeholder Management
- Client Management
- Data Analysis
- SQL
- Advanced Excel
- Reporting
- Dashboarding
- Power BI
- Tableau
- Micro-Automation
- VBA
- Excel Macros
Certification
- Lean Six Sigma (Trained)
- Advanced Excel & VBA
- SQL for Data Analysis
- Power BI & Tableau for Business Intelligence
Accomplishments
- Led project with 4000+ Group Policies with zero SLA breaches.
- Delivered USD 20,000 savings on last two projects through guided coaching and workflow enhancements.
- Improved overall accuracy for projects through implementation of micro-automation tools and quality methodologies.
Languages
Hindi
First Language
English
Proficient
C2
Timeline
Assistant Manager – Operations
Sun Life Global Solutions
07.2022 - Current
Specialist – Quality Development
Sun Life Global Solutions
04.2022 - 07.2022
Expert – Quality Assurance
Sun Life Global Solutions
07.2018 - 04.2022
Process Associate
Sun Life Global Solutions
01.2017 - 07.2018
Junior Process Associate (via ITC Infotech)
Sun Life Global Solutions
07.2016 - 01.2017
B.Sc - General
Delhi University