Shubham Sharma
Assistant Manager, Operations
Gurgaon,HR
Summary
Professional with 9 Years of solid background in operations management, prepared for leadership challenges. Skilled in process optimization, team collaboration, and strategic planning. Known for reliability, adaptability, and delivering results in dynamic environments. Strong communication, problem-solving, and organizational skills.
Overview
9
9
years of professional experience
2
2
Certifications
2
2
Languages
Work History
Assistant Manager, Operations
Genpact India Pvt Ltd.
12.2025 - Current
- Bilingual (French & English) professional with experience in managing operational transitions and leading pilot batch projects in P&C Insurance. Successfully handled three projects within Genpact, ensuring smooth execution, knowledge transfer, and stakeholder alignment. Skilled in team leadership, customer engagement, and performance optimization.
- Leading US & Canadian P&C underwriting Submission & Triage, Renewal, New business, Endorsements & Cancellation team (32 employees), driving operational efficiency and the third pilot batch of the another logo in Genpact
- Oversaw operational performance by evaluating metrics, managing staff scheduling, and ensuring SLA compliance while driving cost efficiency and service quality improvements.
- Built and led a high‑performing team through training, coaching, and cross‑functional collaboration, enhancing customer satisfaction and achieving business objectives.
Management Trainee, Operations
Genpact India Pvt Ltd.
12.2021 - 11.2025
- Led US & Canadian P&C underwriting & claims teams (29 employees), driving operational efficiency and smooth transitions, Stablized again another new project and pilot batch
- Directed people management, knowledge retention, and customer engagement to strengthen service quality and relationships
- Oversaw performance reviews and reporting; implemented Lean practices to achieve continuous process improvements
- Ensured SLA compliance and risk mitigation through proactive monitoring, trackers, and daily debriefs
- Coached, motivated, and allocated resources effectively to meet organizational goals and optimize team performance
Process Developer
Genpact India Pvt Ltd.
04.2019 - 11.2021
- Supported end‑to‑end Property & Casualty (P&C) underwriting operations, including submission & triage, new business, amendments, renewals, lapses, and cancellations.
- Stabilized pilot batches; created process flows and SOPs
- Acted as SME in P&C Insurance; managed work allocation and SLA adherence
- Led customer interactions via weekly and monthly calls; prepared performance dashboards
- Mentored and supervised 5 team members; ensured production and accuracy targets
- Designed alternate knowledge‑transfer solutions to reduce training timelines
- Coordinated with enabling functions to streamline operations
- Conducted quality audits to maintain compliance and accuracy
Senior Customer Service Associate
Concentrix Daksh Pvt Ltd.
07.2017 - 01.2019
- I worked as a French Language customer care executive for Amazon.fr
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Enhanced customer satisfaction by efficiently resolving service issues and providing timely solutions.
Education
B.Sc. - Computer Science
Agra University
AgraIntermediate - Science
S.M.K. Sr. Sec School
Firozabad, U.P.High School Secondary - undefined
S.M.K. Sr. Sec School
Firozabad, U.P.B1 Level - French
Alliance Française De Delhi
Skills
Certification
FLM LTM Certified
Personal Information
- Father's Name: Mr. Sanjay Sharma
- Date of Birth: November 10, 1994
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Personal data processing
I hereby declare that the above-mentioned information is correct up to my knowledge.
Timeline
Assistant Manager, Operations
Genpact India Pvt Ltd.
12.2025 - Current
Management Trainee, Operations
Genpact India Pvt Ltd.
12.2021 - 11.2025
Process Developer
Genpact India Pvt Ltd.
04.2019 - 11.2021
Senior Customer Service Associate
Concentrix Daksh Pvt Ltd.
07.2017 - 01.2019
Intermediate - Science
S.M.K. Sr. Sec School
High School Secondary - undefined
S.M.K. Sr. Sec School
B1 Level - French
Alliance Française De Delhi
B.Sc. - Computer Science
Agra University