Sumit Jaiswal
Pune
Summary
Responsive Associate Manager experienced in employee management and training. Achieved operational efficiencies by reducing average handle times through implementation of best practices and establishment of feedback loops. Focused on maintaining performance standards and enhancing customer satisfaction.
Overview
5
5
years of post-secondary education
12
12
years of professional experience
Work History
Associate Operations Manager
AXA Business Services Private Limited
Pune
10.2024 - Current
- Spearheaded a targeted performance turnaround for high-AHT outliers by conducting live side-by-side barging, integrating best practices from top performers, and establishing rigorous daily feedback loops; successfully slashed average handle times by 50% (reducing call duration from 25–30 minutes down to 13–14 minutes).
- Led efforts to transition client processes to operations, ensuring seamless integration and workflow efficiency.
- Coordinated cross-functional teams across AXA Business Services claims and servicing processes.
- Communicated actionable plans to enhance operational outcomes and ensure successful execution of activities.
- Monthly Business Review with stakeholders to discuss team performance and areas for improvement
- Weekly connects with stakeholders to discuss challenges along with solutions.
- Led daily meetings with staff members to identify areas of focus, cover policy changes and facilitate positive communication.
- Identified training needs of my team and developed appropriate training plans for them.
- Conducted regular performance appraisals for my team and provided feedback on their progress.
- Assisted with interviewing and hiring of employee team members with appropriate skills.
- Coordinated with BAs and other technical staff to automate process
- Provided technical assistance in installing, configuring, troubleshooting hardware and software related problems.
Team Lead
AXA Business Services Private Limited
Pune
01.2021 - 09.2024
- Achieving the FYP Targets: Responsible & Driving Team for KRAs and metrics like QA, Shrinkage, Attrition, etc
- Coached agents through regular feedback and monitoring to enhance performance and skill development
- Led the team in achieving FYP targets by focusing on key metrics including QA, shrinkage, and attrition.
- Managed team performance delivery to consistently meet daily scorecard and client goals
- Reviewed team metrics regularly to uphold quality standards and ensure compliance with corporate and client policies and procedures.
- Performed auditing and MIS reporting while tracking client handling, which resulted in receiving the Best Team Lead Award for FY 2021.
- Ensured balanced allocation of tasks across insurance process queues to enhance team performance.
- Trained new staff in relevant processes and procedures.
Specialist
AXA Business Service
01.2016 - 01.2020
- Query Handler (SME). Trained new employees in procedures and policies to maximize team performance
- Trained customer service representatives and offered backup support
- Managed all IT issues as the single point of contact.
- Acted as a single point of contact for transportation matters
- Assisted colleagues in resolving complex cases more efficiently
- Monitored processes to maintain error-free data protection compliance
- IT SPOC
- Transport SPOC
- Single-handedly supported the new process. Also interacted with clients and set up expectations
Associate
Aditya Birla Minacs
01.2015 - 01.2016
- Strengthened customer loyalty by effectively addressing needs of over 30 clients
- Managed high volume of 90 to 100 customer calls each day for support
- Identified customer needs to enhance satisfaction and service delivery
- Joined Happy Calling team to enhance customer support efforts. They designed and developed a training program for new hires.
Education
Bachelor of Engineering -
Madhukarrao Pandav College of Engineering
09.2008 - 05.2013
HSC -
Amravati
Skills
- SLA Management
- Process automation
- Performance Improvement
- Quality assurance
- Training and development
- Team building
- Effective communication
- Problem-solving skills
- Fast Learner
Personal Information
Title: Team Lead / AM
Timeline
Associate Operations Manager
AXA Business Services Private Limited
10.2024 - Current
Team Lead
AXA Business Services Private Limited
01.2021 - 09.2024
Specialist
AXA Business Service
01.2016 - 01.2020
Associate
Aditya Birla Minacs
01.2015 - 01.2016
Bachelor of Engineering -
Madhukarrao Pandav College of Engineering
09.2008 - 05.2013
HSC -
Amravati