Shrinivas Koltur

• Led the growth of an offshore team from 6 to 54 members, managing resources to meet project demands.
• Streamlined processes to ensure high performance and quality standards.
• Increased customer satisfaction by resolving complaints promptly and effectively.
• Developed and implemented staff training programs to improve product knowledge and customer service skills.
• Cross-trained the team in underwriting tasks to increase flexibility and efficiency.
• Promoted a positive work environment by prioritizing team well-being and collaboration.
• Set performance goals to motivate the team and drive success.
• Managed logistics for offshore client visits, strengthening relationships.
• Conducted regular client meetings (fortnightly, monthly, quarterly) to ensure expectations were met.
• Continuously optimized team productivity and performance.
• Consistently met SLA targets and performance benchmarks.
• Led successful ISO audits with no observations, ensuring compliance with quality standards.
• Assisted with recruitment, hiring, and training to maintain a high-performing team.

Pensioner at Aviva Insurance.

• Verified accounts and documents to ensure correct tax deductions, following company rules and industry standards.
• Met SLA targets consistently, delivering services on time with high quality.
• Passed ISO audits with no issues, showing full compliance with company standards
• Found and implemented ways to improve processes, increasing efficiency by 20%.
• Trained and supported team members in process improvements and changes.
• Analyzed processes and improved workflows to boost productivity.
• Led efforts to improve processes, reducing costs and increasing productivity.
• Managed cross-functional teams to streamline processes and reduce expenses.

• Managed daily team activities, assigned tasks, and ensured timely completion within turnaround times (TAT).
• Assessed processes to find gaps and suggested solutions to improve efficiency and reduce risks.
• Delivered daily and monthly reports to stakeholders, showing progress on key goals.
• Led weekly and monthly quality meetings with stakeholders to review team performance and discuss improvements.
• Developed and maintained Standard Operating Procedures (SOPs) to ensure consistency and compliance.
• Identified risks in workflows through Failure Modes and Effects Analysis (FMEA) and suggested improvements.
• Successfully led a Lean Project, optimizing processes and improving efficiency.

• Traveled to Australia for in-depth documentation of the Longitude Insurance process, ensuring accurate process flow and compliance with industry standards.
• Consistently met and exceeded SLA targets, maintaining high service standards and customer satisfaction.
• Achieved zero observations during both internal and external ISO audits, ensuring compliance with quality standards.
• Initiated and completed the versatility matrix for the Underwriting team, cross-training all team members across various underwriting functions, improving operational flexibility.
• Facilitated the smooth transition of SOPs for SURA & Expert, aligning processes with new business needs.

• Managed the team in the absence of the Manager, ensuring smooth operations and continued high performance.
• Adapted training plans to meet client needs, ensuring alignment with timelines, budgets, and project goals.
• Developed individualized plans to help customers meet goals within predetermined timelines, ensuring client satisfaction.
• Eliminated process gaps by introducing standardized training methods, improving team efficiency and consistency.
• Led and successfully completed a Lean Project, driving operational efficiencies and process optimization.

• Worked extensively on UK commercial insurance, handling various aspects of the insurance policy cycle, including Quote New Business, Midterm Adjustments, Renewal, and Lapse or Cancellations.
• Earned appreciation from clients and stakeholders on numerous occasions for exceptional service and contributions to business success.
• Managed client relationships and provided tailored insurance solutions to meet their specific needs.