Shilpa Jithin
Trivandrum
Summary
Dynamic Senior Technical Consultant at AGCS, Allianz Services, with a proven track record in operational efficiency and stakeholder engagement. Expert in process innovation and training development, driving significant improvements in performance metrics. Adept at analytical problem-solving and project coordination, fostering a culture of continuous improvement and compliance within diverse teams.
Overview
21
21
years of professional experience
Work History
Senior Technical Consultant – Insurance Operations
AGCS, Allianz Services
Trivandrum
04.2023 - Current
- Spearhead operational stabilization efforts by working closely with Underwriting Teams (UTs) and Underwriters (UWs), ensuring timely referral closures and minimizing operational bottlenecks.
- Take lead in designing, auditing, and implementing training manuals and Standard Operating Procedures (SOPs) that focus on achieving tangible results and operational efficiency.
- Recognizing opportunities for process enhancements within North America Corplines, including Energy, Engineering, Property, and Financial Lines.
- Overseeing the transition of new tasks and guaranteeing the timely implementation of business-as-usual activities.
- Creating, reviewing, and updating training manuals and standard operating procedures.
- Collaborating with Training, Operations Governance, and onshore partners to implement effective training strategies.
- Evaluating data integrity, managing escalations, and conducting performance evaluations.
- Promoting process innovation and Lean Process Improvement initiatives.
- Ensuring adherence to risk management protocols (BIA, RITP, BCP) and performing internal audits.
- Managing governance documentation and ensuring compliance with regulatory requirements.
Deputy Manager – Operations
AGCS, Allianz Services
Trivandrum
02.2019 - 04.2023
- Oversaw the Energy and Engineering Lines of Business for North America.
- Directed operations to achieve and surpass key performance indicators by implementing process reengineering and conducting efficiency assessments.
- Collaborated with onshore stakeholders, including department heads, underwriters, finance, and claims teams.
- Led the transition of processes, documented workflows, and analyzed business requirements.
- Managed resource allocation, fostered team motivation, and initiated recognition and rewards programs, along with quality improvement efforts.
- Guaranteed precise reporting and operational forecasting.
- Managed the forecasting and scheduling functions, ensuring sufficient staffing to meet fluctuating operational demands.
- Promoted a culture of continuous improvement by implementing ideas to drive innovation, operational efficiencies, and cost savings.
Assistant Manager – Training & Quality
Allianz Services
Trivandrum
05.2015 - 01.2019
- Evaluated training requirements, created educational strategies, and tracked employee growth.
- Directed initiatives for process enhancement and established quality assurance protocols.
- Performed compliance evaluations, engaged with stakeholders, and improved customer experience.
- Developed and implemented quality control procedures for claims management.
- Acted as the primary point of contact for complaints at Trivandrum CHC.
Training & Quality Specialist
Allianz Services
Trivandrum
01.2013 - 05.2015
- Create and execute strategies aimed at minimizing claims leakage.
- Inspire handlers to achieve excellence in quality and serve as a subject matter expert.
- Collaborate with stakeholders and disseminate best practices during divisional meetings.
- Perform quality audits, facilitate feedback sessions, and generate reports. Direct training initiatives, refresher courses, and Quarterly Quality Assessments (QQQ).
- Recognize opportunities for process enhancements and supervise Training and Quality initiatives.
- Oversee training logistics and ensure the maintenance of quality documentation.
Senior Claims Handling Specialist
ACIS Motor Service, Allianz Services
Trivandrum
02.2011 - 01.2013
- Interact with customers to guarantee satisfaction with their claims and manage the entire claims process effectively to minimize the lifecycle duration.
- Examine claims meticulously to avert leakage and fraud, ensuring accurate validation and registration within the system.
- Facilitate and approve cheque payments while coordinating with underwriters for required authorizations.
- Provide updates, mentor new team members, and address process-related inquiries.
- Perform internal audits, offer constructive feedback, and promote ongoing process enhancements.
- Oversaw the transition of the MID process in 2012 and established a contingency support team.
Senior Customer Service Associate – Retail Installments Broker
Allianz Services
Trivandrum
10.2007 - 02.2011
- Addressed customer inquiries, guaranteed service satisfaction, and maintained consistent communication with clients and brokers.
- Assessed client requirements to provide exceptional customer service.
- Fostered robust relationships with internal stakeholders and guided new team members.
- Performed monthly audits, addressed team inquiries, and assigned daily tasks.
- Oversaw authorizations and task distributions in the absence of the Team Leader.
- Facilitated team meetings focused on process enhancements and compiled essential reports, such as monthly call SLAs.
Customer Service Associate – Inbound Customer Service
Cornhill Direct, Allianz Services
Trivandrum
12.2004 - 02.2006
- Addressed customer inquiries, guaranteed satisfaction, and upheld consistent communication with clients and brokers.
- Assessed client requirements, provided high-quality service, and fostered robust internal relationships.
- Trained and guided new team members while performing monthly audits and addressing team inquiries.
- Oversaw daily task distribution, authorizations, and essential duties in the absence of the Team Leader.
- Facilitated team meetings focused on process enhancements and compiled reports, including monthly call SLAs.
Education
Bachelor of Business Administration -
Bharathiar University
Coimbatore, India01.2023
Higher Secondary Education - Home Science
Nirmala Niketan College, University of Mumbai
Mumbai, India01.2001
10th Grade - CBSE Board
Atomic Energy Central School
Mumbai, India01.1999
Skills
- Effective verbal and written communication
- Stakeholder engagement
- Project coordination
- Leadership and team management
- Analytical problem-solving
- Microsoft Office proficiency
Languages
Fluent: English, Hindi, Malayalam, Basic: Marathi, German
Hobbies and Interests
Watching movies, Listening to music, Cooking, Traveling
Languages
English
First Language
German
Beginner
A1
Hindi
Intermediate (B1)
B1
References
References available upon request.
Disclaimer
I hereby declare that the information provided is true to the best of my knowledge. Given the opportunity, I will serve the company with utmost sincerity. Place: Trivandrum, India Date
Additional Qualifications
- German Language (A1) – 80% (Goethe Institut, Trivandrum, India – 2010)
- Diploma in Aviation & Hospitality Management (Air Hostess Academy, Mumbai, India – 2004)
Achievements & Certifications
- OPEX Yellow Belt
- COPC Honor Certification
- Lead Passport
- Train the Trainer – Dale Carnegie
- OPEX Blue Belt Trained
- Excellence in Motor Claims & Fraud (L1 Certified)
- Allianz Shield Award (Three Years)
- Nominated for Best Training Team (Post Magazine Award UK – 2016)
Timeline
Senior Technical Consultant – Insurance Operations
AGCS, Allianz Services
04.2023 - Current
Deputy Manager – Operations
AGCS, Allianz Services
02.2019 - 04.2023
Assistant Manager – Training & Quality
Allianz Services
05.2015 - 01.2019
Training & Quality Specialist
Allianz Services
01.2013 - 05.2015
Senior Claims Handling Specialist
ACIS Motor Service, Allianz Services
02.2011 - 01.2013
Senior Customer Service Associate – Retail Installments Broker
Allianz Services
10.2007 - 02.2011
Customer Service Associate – Inbound Customer Service
Cornhill Direct, Allianz Services
12.2004 - 02.2006
Bachelor of Business Administration -
Bharathiar University
Higher Secondary Education - Home Science
Nirmala Niketan College, University of Mumbai
10th Grade - CBSE Board
Atomic Energy Central School
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