Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
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Sumit Katoch

Sumit Katoch

Manager: Client Operations, Customer Service, Quality and Transformation professional & US P&C expert
Noida

Summary

Manager with Genpact India (P) Ltd, Noida with 19 years of Corporate experience in Operations, Quality Management & Project Management

Team Worker focused towards client service par excellence. Strong leadership ability, analytical and problem solving skills with good interpersonal communication skills

Drive the implementation of multiple medium to large scale external and internal process improvement projects. Manage SLAs & KPIs till completion of the transition or migration of the process

Process Improvements through All Ideas Matter

Intro 330 certified from The Institute (EXL Pvt. Ltd.)

Overview

14
14
years of professional experience
3
3
years of post-secondary education
3
3
Certifications

Work History

Lead Assistant Manager

EXL Services Pvt. Ltd.
Noida
08.2021 - 10.2023
  • Handled Multiple teams for US Insurance P&C Client.
  • Built strong relationships with Client & Customers through positive attitude and attentive response.
  • Overseeing Operation, PE Function, Budgeting, Financials, P&L, Attrition, Growth, Reporting
  • Understanding legal and regulatory documents.
  • Drive all phases (Knowledge acquisition, Secondary and Primary support and Steady State) and be the SPOC for all the escalations/queries for customers during BAU.
  • Responsible for service delivery with team of 3 Assistant Managers, 2 SMEs, 3 QCAs and 60 Associates/Sr. Associates.
  • Playing instrumental role in Quality improvement projects, RFPs, Understanding client need and provide various solution basis our expertise.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • On boarded new employees with training and new hire documentation.

Assistant Manager

EXL Service
Noida
07.2016 - 07.2021
  • Handled a team of 13 QCAs for Noida and Pune Locations
  • Supervised day-to-day PE related KPIs to meet performance, quality and service expectations.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Developed strong working relationships with Operation , fostering a positive work environment.
  • Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.

Quality Control Analyst

EXL Service
Noida
08.2011 - 07.2016
  • Handled Quality function for 3 teams covering 2 locations
  • Responsible for Quality improvement via leading AIM and managing all the Quality related reportings- QSD, CTC, Calibration, Client Calls, Score Card, MBR, Weekly decks etc.
  • Conducted root cause analysis for recurring issues, developing long-term solutions to prevent recurrence via various 6 sigma tools

Sr. Associate

EXL Service
Noida
08.2009 - 07.2011
  • Processing P&C 1st party MVA Claims
  • Trained and supported new team members
  • Mentored junior associates, fostering professional growth and helping them reach their full potential.
  • Consistently maintained strong relationships with clients, ensuring clear communication and timely updates on project progress.

Education

Graduate - Medical Science

SCVB Govt. Degree College
Palampur, Himachal Pradesh
04.2003 - 04.2006

Skills

Operation, Quality & Client Management

Leading Process Excellence team, AIM & Transformation

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Accomplishments

  • Took 5 promotions within 19 years of span
  • Intro 330 Certified
  • QC Certified & Green Belt Trained

Certification

Claims 330 Certified

Timeline

Lead Assistant Manager

EXL Services Pvt. Ltd.
08.2021 - 10.2023

Green Belt Trained

05-2021

Yellow Belt Certified

07-2019

Assistant Manager

EXL Service
07.2016 - 07.2021

Claims 330 Certified

07-2016

Quality Control Analyst

EXL Service
08.2011 - 07.2016

Sr. Associate

EXL Service
08.2009 - 07.2011

Graduate - Medical Science

SCVB Govt. Degree College
04.2003 - 04.2006

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Sumit KatochManager: Client Operations, Customer Service, Quality and Transformation professional & US P&C expert