Sherin Xavier P. A
Senior Associate Manager, Service Delivery & Quality Assurance
TRIPUNITHURA
Summary
Dynamic and results-oriented management professional with over 15 years of experience in property and casualty (P&C) and life and disability (LAD) insurance products. Demonstrates a strong commitment to fostering positive relationships and enhancing team performance through effective communication and organizational skills. Proven ability to collaborate with individuals at all levels, driving success through teamwork and interpersonal engagement. Eager to contribute expertise and enthusiasm to a forward-thinking organization committed to achieving shared goals and delivering exceptional results.
Overview
19
19
years of professional experience
4
4
Certifications
4
4
Languages
Work History
Sr. Associate Manager – Service Delivery & Operations
SUTHERLAND Global Services Pvt. Ltd
04.2007 - Current
- Managing Insurance Underwriting Support team of 41 people wherein we were supporting the US based P&C and LAD Underwriters in different stages.
- Insurance Underwriting - Study and review insurance proposals; gather and assess background information, including MVR, SC, IR reports and medical records from specialists where appropriate, in order to effectively assess the risk involved; calculate possible risk. Ensure that premiums are competitive and that accounts remain profitable; keep detailed and accurate records of policies underwritten and decisions made.
- Handles Quality Assurance team of Onshore and off shore processors.
- Program Transition done for Asset protection division Claim payables business transition. Quality audit process – Life and Annuity division
- Need to make sure every associate in the team achieves their Goal and Performance Incentives.
- Maintain 100% client SLA on Production and Client Quality at 99.5%
- Organize weekly call with client and top management to discuss the weekly performance of team.
- Prepare overall program details such as FTE count, SLA details, Deliverables, Contribution from the Account, Shrinkage and Attrition details etc and submitting the same to top management.
- Cascading Process Updates from Clients to the Team Players. Collates Quality and Production Data of the Team Players. Interacts with the Client through Mails and Calls for Technical supports and Process queries.
- Provide Training/ Refresher training on compliance and quality as and when required.
- Analysis data for Bi-Weekly, monthly and quarterly with the help of various quality tools like Pareto chart, Scatter diagram etc. Need to handle the shrinkage and attrition of the team as per company goal.
- Good working knowledge in user application software like MS office, Outlook, Excel and Power point.
- Work Force Management - Conducting headcount forecast with the resource planning team and raise service order as per requirement, Head Count Reconciliation and scheduling.
- Setting annual Goals/ KRAs for the Process and for Resources. Conducting Appraisal review- Midterm/ Annual
- Mentoring - Monitor team members on a regular basis to find out whether they are delivering as per client requirement, if not motivate them to be more successful.
- Conducting One to One Meetings with the Subordinates. Training & Development Interface Sending training nominations.
- Adhering to company policies, Rules & Regulations, Work Timings, and Leave Schedules.
- Established in 1986, Sutherland Global Services is a global provider of business process and technology management services offering an integrated portfolio of analytics-driven back-office and customer facing solutions that support the entire customer lifecycle. Headquartered in Rochester, N.Y., Sutherland is one of the world’s largest independent BPO companies employing over 30,000+ professionals across 40+ operation centers and business operations located in Brazil, Bulgaria, Canada, China, Colombia, Egypt, India, Jamaica, Malaysia, Mexico, Philippines, the United Arab Emirates, the United Kingdom, and the United States.
Education
B.Com -
M.G University
01.2007
Aissce(XII) - undefined
CBSE
01.2004
Aissce(X) - undefined
CBSE
01.2002
Skills
- High level of initiative, ability to work with minimal supervision, customer focus and desire for excellence
- Skillful in organizing, interpreting and communicating business reports with recommendations to facilitate the decision making process of the top management
- Good communication & interpersonal skills with ability to work independently as well as with a team
- Experience/exposure in transformation initiatives
- Good MS Excel/ PPT/ other general IT skills
Quality assurance
Insurance underwriting
Risk assessment
Client management
Performance monitoring
Process improvement
Workforce management
Training and development
Attrition management
Program transition
Reporting and analytics
Certification
LEAD 100 certified.
References
Will be shared based on the request.
DECLARATION
I hereby declare that the information furnished above is true to the best of my knowledge and belief. Place: Date: Sherin Xavier P A
Timeline
Sr. Associate Manager – Service Delivery & Operations
SUTHERLAND Global Services Pvt. Ltd
04.2007 - Current
Aissce(XII) - undefined
CBSE
Aissce(X) - undefined
CBSE
B.Com -
M.G University