Shambhavi Nabar
Pune/Thane
Summary
Operations and Team Management professional with 5+ years of experience in insurance operations, claims management, team leadership, quality assurance, and process migration. Skilled in client coordination, performance monitoring, workflow optimization, and stakeholder management, with expertise in German language operations and multilingual documentation. Seeking opportunities in Operations Management, Claims Operations, Quality Assurance, or Process Excellence.
Overview
4
4
Languages
1
1
Certification
5
5
years of professional experience
Work History
Team Lead
AXA Global Business Services
Pune
07.2025 - Current
- Led team of 19–20 members, overseeing productivity, performance, and daily operations including IT issues.
- Improved team productivity by ~10% through a performance recognition initiative.
- Trained team on best practices, reducing case processing time from 25 to 12 minutes.
- Analyzing performance metrics and implementing action plans for process improvement.
- Monitoring quality, SLA, productivity, error logs, and audit compliance.
- Managed client queries and escalations, coordinating cross-functional teams for timely resolutions.
- Leading Group Life Claims migration and ensured smooth process transition.
Operations Specialist
AXA Global Business Services
Pune
04.2023 - 06.2025
- Managed Group Life Claims operations, including document verification, proofreading, quality checks, and workflow coordination.
- Coordinated reporting and task allocation for Assistant Managers while training and guiding 19–20 team members to enhance team effectiveness.
- Acted as the point of contact for process queries and client interactions, providing technical and process support.
- Facilitated migration of 3 Group Life Claims disability processes, ensuring seamless transition and minimal disruption to operations.
Senior German Analyst
AXA Global Business Services
Pune
06.2022 - 03.2023
- Oversaw Swiss Life Claims operations, ensuring timely and accurate service for German-speaking clients.
- Conducted quality reviews and ensured process compliance.
- Managed Swiss Life Claims operations for German-speaking clients.
- Resolved Swiss client queries and support requests, enhancing client satisfaction through effective communication.
- Trained team on TOD sub-process, facilitating knowledge transfer and improving team competency.
German Analyst
AXA Global Business Services
Pune
06.2021 - 05.2022
- Analyzed insurance data for AXA Global Business Services reporting and review cycles.
- Processed complex Individual Life (Einzelleben) claims cases efficiently across multilingual documents: German (40%), French (30%), English (20%), Italian (10%).
- Executed payment processing with 100% accuracy, ensuring compliance and minimizing errors.
- Prepared financial reports using Excel and internal AXA service systems.
- Reconciled account records across AXA Global Business Services operational files.
Education
M.A. - German
Savitribai Phule Pune University
PuneB.A. - German Studies
Modern College of Arts, Science and Commerce
PuneSkills
- Leadership: Team Leadership & People Management, Training & Mentoring, Stakeholder Management, Remote team management, Decision-making, Ownership, Client Escalation
- Operations & Project / Program Management: Operations Management, Process Migration & Transition Support, Workflow Coordination, Reporting & Productivity Tracking, Process Improvement, Quality Assurance & Process Accuracy, Process optimization
- Communication: Client Communication & Coordination, Multilingual Communication
- Analytical & Problem-Solving: Problem Solving, Attention to Detail, Root cause analysis
Languages
Marathi
First Language
English
Proficient
C2
German
Advanced
C1
Hindi
Advanced
C1
Certification
- PGDA Business Analytics with Excel
- Kommunikation Akoun und Scholten, Duisburg, Germany
- B2/C1 Intensive German Language Training - Kommunikation Akoun und Scholten
- C1.1 German Level - Goethe Institute Max Mueller Bhavan
Timeline
Team Lead
AXA Global Business Services
07.2025 - Current
Operations Specialist
AXA Global Business Services
04.2023 - 06.2025
Senior German Analyst
AXA Global Business Services
06.2022 - 03.2023
German Analyst
AXA Global Business Services
06.2021 - 05.2022
M.A. - German
Savitribai Phule Pune University
B.A. - German Studies
Modern College of Arts, Science and Commerce