- Outdoor sports: Football & Cricket
- Semi-pro in EA FC 26
- Music enthusiast (EDM, Hip Hop, Pop, etc)
Suhail Shaikh
Pune
Summary
Accomplished insurance operations manager with expertise in data analysis, people management, and process improvement across UK and US markets. Skilled in root cause analysis and KPI implementation to optimise operational quality. Certified Six Sigma Yellow Belt, focused on enhancing client relationships and streamlining workflows to drive performance improvements.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Lead Assistant Manager
EXL Service
Pune
06.2016 - 04.2026
- Coordinated with senior management to support strategic plans for revenue growth.
- Implemented policies and plans that enhanced operational processes.
- Established KPIs for quality objectives and monitored progress.
- Supported operations and quality excellence functions for UK specialty insurance.
- Participated in the transition team to streamline processes efficiently.
- Conducted team huddles to share updates and handle queries.
- Facilitated training and client handling, including escalations.
- Proposed practical solutions to address escalated customer complaints.
- Acted as a point of contact for communication between staff and senior management.
- Conducted performance reviews and provided constructive feedback.
- Maintained daily reporting tasks, including attendance tracking and SLA time management.
- Monitored compliance with health and safety regulations to reduce workplace incidents.
Assistant Manager
EXL Service.com
Pune, India
01.2022 - 10.2024
- Mentored staff and drove process improvement initiatives.
- Monitored staff performance, developing targeted improvement plans to enhance service quality.
- Resolved escalated customer complaints through practical solutions, fostering customer satisfaction and loyalty.
- Oversaw quality assurance procedures across diverse insurance portfolios, ensuring compliance and consistency.
- Conducted root cause analysis using various tools (Pareto, cause-and-effect diagrams, 5 Whys, etc.).
- Turned corporate mandates into actionable directives for mid- and low-level staff.
Quality Analyst
EXL Service
Pune, India
11.2016 - 12.2021
- Performed quality checks and audits to ensure accuracy and compliance in insurance processes.
- Ensured compliance with confidentiality and quality standards.
- Delivered quality information on daily, weekly and monthly basis to key stakeholders for informed decision-making.
- Assisted Quality Excellence team with data analysis and reporting to identify trends and insights.
Associate
EXL Service.com
Pune, India
06.2016 - 10.2016
- Assumed role of entry-level associate at EXL Service.
- Gained insights into quality assurance processes within insurance operations.
Education
Bachelor of Commece - Costing
Savitribai Phule Pune University
Pune, IN-MH01-2016
Skills
- Data analysis
- Excel proficiency
- Performance metrics
- Quality assurance
- Process improvement
- Compliance monitoring
- Policy implementation
- Performance monitoring
- Strategic planning
- Team leadership
- Client management
- Client relations
- Escalation management
- Staff mentoring
- Training facilitation
- Decision making
- Effective communication
- Problem solving
- Office software skills
Education
other
Hobbies and Interests
- Love to play outdoor sports like Football and Cricket
- Also a Semi Pro in EA FC 25
- Love to listen all types of genre i.e. EDM, Hip Hop, POP etc.
Certification
- Six Sigma Yellow Belt certified
Interests
Timeline
Assistant Manager
EXL Service.com
01.2022 - 10.2024
Quality Analyst
EXL Service
11.2016 - 12.2021
Associate
EXL Service.com
06.2016 - 10.2016
Lead Assistant Manager
EXL Service
06.2016 - 04.2026
Bachelor of Commece - Costing
Savitribai Phule Pune University