Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Section name
Timeline
Generic
Shoukat Ali

Shoukat Ali

Manager Operations
Noida

Summary

Dynamic business leader with over 18 years of experience in the insurance sector, including Property and Casualty, Life and Annuities, Group Insurance, Underwriting, and Claims. Proven track record in managing daily operations and leading high-performing teams while successfully implementing new processes. Expertise in delivering service level agreements (SLAs) to key clients and stakeholders, ensuring seamless collaboration across functions such as HR, LDT, and IT. Committed to driving process improvements and enhancing productivity through a focused and analytical approach to business planning and problem-solving.

Overview

18
18
years of professional experience
5
5
Certifications
2
2
Languages

Work History

Manager Operations

EXL
Noida
04.2024 - Current
  • Leading a team of 150+ employees for multiple LOBs in Group Protection area:
  • · Group Underwriting
  • · Self-Bill Audit
  • · Ports and Conversion
  • · Dental Claims
  • · Service Intake – Indexing
  • Successfully managed and streamlined the transition of above LOBs.
  • Coaching and mentoring of direct reports (AM/LAM)
  • SLA Baselining
  • Maintaining MEI (Manpower Efficiency index)
  • Managing Gross Margin targets

Business Process Manager, Operations

onQloud Technologies LLC
Dubai
01.2023 - 10.2023
  • Operations Management:
  • Supervising day to day operations/processes
  • Staff management
  • Logistics
  • Simplifying processes
  • Coordinating with customers and partners
  • Bringing manual processes on to technology platform e.g., HR process on Zoho people
  • Customer AMC renewals
  • Revamped new hire training plan
  • Project Management:
  • Liaison with different stake holders for the effective delivery of projects
  • POC conclusion
  • Project delivery within timelines/SLA and scope
  • Coordinating with customers, Partners, and internal teams for smooth projects conclusion
  • Effective use of visual management e.g., Kanban board to present the progress on projects

Senior Manager, Insurance Operations

Genpact India Pvt. LTD
Noida
03.2007 - 12.2022
  • Insurance Operations Management:
  • Effectively leading a team of 95 plus associates with 3 AMs as direct reports
  • Conceptualizing & implementing short / long term plans; resulting in improvement of process Accuracy by 4%
  • Assessing customer feedback, evaluating areas of improvements & providing critical feedback
  • Preparing and presenting performance dashboards for weekly and monthly customer calls
  • Baselining and FTE calculation activity resulting in increase of adoption and FTE growth by 15% in 2022
  • Responsible for the overall health of process
  • Plays an important role in managing SLAs of the process.
  • Strong analytics and RCA helped the process in transitioning more work to offshore team during pandemic – 5% FTE growth in 2021
  • Hiring – Raising indents and hiring suitable and efficient resources on basis process requirements
  • Process Management
  • Mapping and adhering to Standard Operating Procedures, Manuals to facilitate smooth functioning of process.
  • Managed Business Continuity Plans to anticipate risk and guard against business disruption in case of unforeseen events – Proved fruitful when COVID 19 impacted operations.
  • Identifying Opportunities of growth of New Business with respect to current capabilities in collaboration with the Client
  • Client Servicing
  • Identifying improvement areas & implementing measures to maximize customer satisfaction levels – NPS (Net Promoter Score) – 100%
  • Managing escalations and preparing RCA for resolving critical issues, ensuring CTQ Delivery & Business Continuity.
  • Ensuring continuous interaction with the customer to make sure those areas of concern can be worked upon for improved service levels.
  • New Transitions:
  • 1. Set up of Off-shore QA team for different work-types
  • 2. Set up of Tech-support team to handle customers/users queries and resolution
  • 3. 62 FTE growth
  • Key Responsibilities:
  • Resource planning, Knowledge transfer, Escalation Metrix
  • Hiring the right fit candidate
  • Training and cross training plan, setting up and leading calls with onshore team/SMEs
  • Reporting structure, dashboards
  • Volume baselining
  • Defined and finalized the SLAs and targets
  • Work assigning procedures
  • Finalized incentive plan for the team
  • Received VOC from the onshore leadership for efficiency achieved by the team
  • Achieved 100% NPS Score

Education

Bachelor of Commerce - Accounts

Vinoba Bhave University
Hazaribagh, Jharkhand

Skills

  • Process transition

  • Life and Annuities

  • Group Insurance

  • Underwriting Assistance

  • Claims processing

  • Self-billing premium audit

  • Experience in property and casualty insurance

  • People Management

  • Lean Six Sigma - Green Belt

  • Project Management

  • Operations Mgmt

  • Process Improvement

Certification

Six Sigma Green belt certified

Accomplishments

  • Three times Super Star annual award winner
  • An all-expenses paid trip to abroad locations for exceeding expectations on Key Deliverables throughout the year

Section name

  • Current location: Noida, India
  • Vaccination status: Fully vaccinated

Timeline

Manager Operations

EXL
04.2024 - Current

Business Process Manager, Operations

onQloud Technologies LLC
01.2023 - 10.2023

Senior Manager, Insurance Operations

Genpact India Pvt. LTD
03.2007 - 12.2022

Bachelor of Commerce - Accounts

Vinoba Bhave University

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Shoukat AliManager Operations