Shrinivas Koltur

• Managed a significant increase in offshore team size: Led the expansion of the offshore team from 6 to 54 members, resulting from a growth in scope of work. Coordinated resources, streamlined processes, and ensured smooth integration to meet project demands.
• Improved customer satisfaction by addressing and resolving complaints promptly, ensuring timely solutions, and a positive client experience.
• Implemented staff training programs , enhancing product knowledge and customer service skills, resulting in improved team performance.
• Fostered a positive work environment by developing strong relationships with staff, leading to higher morale and collaboration.
• Optimized shift scheduling to ensure adequate staff coverage during peak hours, improving efficiency and customer service.
• Set aggressive performance targets , motivating employees and driving company success through goal-oriented leadership.
• Maintained high employee satisfaction by prioritizing team well-being and fostering a supportive work culture.
• Organized team engagement activities , promoting a collaborative team approach and boosting overall morale.
• Maintained open channels of communication with team and clients, discussing changes, challenges, and feedback to ensure alignment.
• Conducted regular client discussions (fortnightly, monthly, quarterly) to ensure client needs were met and expectations exceeded.
• Coordinated successful end-to-end offshore client visits , including logistics, to strengthen client relationships and demonstrate commitment.
• Led the development of a versatility matrix , successfully cross-training the team in multiple underwriting work types to improve flexibility.
• Managed productivity and capacity utilization , continuously monitoring performance to identify and implement improvements.
• Ensured compliance with SLA targets, consistently achieving performance benchmarks, and maintaining service excellence.
• Led successful ISO audit , with zero observations, ensuring quality standards and operational excellence were met.
• Assisted in recruiting, hiring, and training new employees, ensuring a knowledgeable and efficient team capable of meeting organizational goals.

Pensioner at Aviva Insurance.

• Verified accounts and documents , ensuring accurate calculation of tax deductions in accordance with company policies and industry standards.
• Achieved SLA targets, consistently meeting deadlines, and maintaining high-quality service.
• Successfully completed ISO audit with zero observations , ensuring compliance with organizational and quality standards.
• Generating letters and documents and sending them via Post, Email within the timeline
• Discovered opportunities for process improvement to enhance operational effectiveness and increase team productivity
• Trained and mentored team members in best practices for process improvement and change management
• Collaborated with stakeholders to define business requirements and ensure alignment with overall business goals
• Conducted process mapping and analysis to identify bottlenecks and streamline workflows
• Developed and implemented strategic process improvements that resulted in a 20% increase in operational efficiency
• Directed cross-functional teams in optimizing business processes to boost efficiency and lower expenses

• Customer Collaboration : Worked closely with clients to understand their needs, ensuring the delivery of exceptional service and tailored solutions.
• Performance Enhancement : Developed and implemented strategies to drive continuous improvement , optimizing team performance and operational outcomes.
• Problem Solving : Analyzed data, identified issues, and provided effective solutions, improving processes and mitigating risks.
• Team Monitoring & Work Assignment : Managed day-to-day team activities, assigned tasks, and ensured work was completed within TAT (turnaround time).
• Process Improvement : Conducted in-depth assessments to identify control gaps in processes, procedures, and systems, proposing solutions to improve efficiency and reduce risk.
• Customer Satisfaction : Addressed and resolved issues promptly, leading to a measurable increase in customer satisfaction .
• Stakeholder Reporting : Delivered daily and monthly reports to stakeholders, providing insights into team performance and progress on key initiatives.
• Quality Meetings : Organized and led weekly and monthly quality meetings with stakeholders to review performance and discuss process improvements.
• Performance Sharing : Ensured transparency by sharing team and individual performance updates with the team, fostering a culture of accountability.
• SOP Creation & Updates : Developed and maintained Standard Operating Procedures (SOPs) to ensure consistency and compliance with operational standards.
• FMEA Creation : Produced and communicated Failure Modes and Effects Analysis (FMEA) for various workflows to stakeholders, identifying risks and improvement opportunities.
• Lean Project Success : Successfully led and completed the Lean Project , driving operational efficiencies and process optimization.

• Documentation & Process Setup : Traveled to Australia for in-depth documentation of the Longitude Insurance process, ensuring accurate process flow and compliance.
• SLA Achievement : Consistently delivered all SLA targets on time, maintaining high service standards and customer satisfaction.
• Feedback & Team Communication : Regularly shared feedback and updates with team members to keep them informed of performance metrics, process changes, and improvement initiatives.
• Escalation Management : Acted as the primary point of contact for process-related escalations, quickly resolving issues and maintaining operational stability.
• Transaction Monitoring & Productivity Management : Monitored transactions regularly, taking corrective actions or implementing improvements to ensure productivity and capacity utilization were optimized.
• Scope Expansion : Managed the increasing scope for Claims and Underwriting work, providing detailed query and handoff analysis reports to track performance and streamline processes.
• Onboarding & Training Support : Assisted in onboarding and training new hires , ensuring they were equipped with the knowledge to succeed in their roles.
• Successful Go-Live & Transitions : Successfully completed the Go-Live for SURA & Expert Business , ensuring seamless transitions and the effective transfer of SOPs for new business opportunities.
• ISO Audit Success : Achieved zero observations during both internal and external ISO audits , ensuring high-quality standards and compliance across operations.
• Versatility Matrix : Initiated and successfully completed the versatility matrix for the Underwriting team , cross-training all team members in various types of underwriting work, improving flexibility and efficiency.
• Performance & Quality Management : Drove performance and quality by conducting regular one-on-one sessions with team members and keeping the team's daily reports up-to-date to monitor progress

• Managing team in absence of Manager
• Received multiple star awards for best performance
• Have been complimented by supervisor and co-workers on numbers of occasions for the contribution to good customer service
• Set protocols which ultimately led to target achievement on time
• Quickly adapted training plans for client needs, keeping timelines, budgets and desires in mind
• Mentored new hires, resulting in stronger staff development and increased productivity
• Developed individualized plans to help customers reach goals within predetermined timelines
• Eliminated process gaps by implementing new methods of standardized training
• Performed continuous evaluations of content and plans in order to enhance delivery and improve effectiveness
• Successfully completed the Lean Project

• Worked on UK commercial insurance
• Well versed and worked on insurance policy cycle such as Quote New Business, Midterm adjustments, Renewal and Lapse or Cancellations
• Received star awards for best performance
• Appreciations from client and stakeholders on multiple occasion