Sunitha Ashok
Summary
Dynamic Senior Manager with over 15 years of experience in insurance operations, demonstrating a proven track record of cultivating a positive workplace culture and steering high-performing teams to success. A visionary leader who fosters an engaging and empowering environment through strategic collaboration with colleagues. Expert in building and sustaining relationships with diverse stakeholders in fast-paced environments. Resourceful in orchestrating and optimizing operations across multiple departments, committed to streamlining processes for cost reduction and enhanced organizational efficiency. Dedicated to upholding the highest standards of service and product quality, driven by an unwavering work ethic.
Overview
20
20
years of professional experience
Work History
Senior Manager - Operations and Governance
Allianz Services India
12.2023 - Current
- Spearheaded the monitoring of overall division performance, driving operational excellence and strategic alignment.
- Provided pivotal support to operations teams in the GIO – Australia division, enhancing collaboration and efficiency.
- Championed timely execution of 1contracts, ensuring adherence to assurance and compliance requirements.
- Implemented and developed operational standards, policies and procedures.
- Leveraged operational metrics to identify improvement opportunities, driving continuous process enhancement.
- Collaborated cross-functionally to resolve operational issues, fostering a culture of innovation and problem-solving.
- Directed the management of critical incidents, ensuring swift resolution of operational risks.
- Instituted quality control measures to uphold data accuracy and integrity.
- Conducted comprehensive governance reviews, maintaining organizational integrity and compliance.
- Optimized billing and invoicing processes, ensuring precision and timeliness.
- Acted as a strategic liaison for the Australia enterprise offshoring team, facilitating seamless communication and collaboration.
- Cultivated strong stakeholder relationships, driving business success and engagement.
- Strategically monitored headcount against agreed targets, optimizing resource allocation and managing buffer count.
- Ensured unwavering compliance with regulatory requirements and industry standards.
- Guaranteed contract compliance with legal and regulatory mandates, mitigating risk and enhancing company standards.
- Maintained meticulous contract records, ensuring accuracy and security.
- Orchestrated business ramp-up support, ensuring operational readiness and governance.
- Navigated governance in transition discussions, ensuring contract readiness and adherence.
- Drove change management initiatives, ensuring stakeholder interests are prioritized and communications are effectively closed.
- Proactively identified and resolved business bottlenecks, ensuring seamless daily operations.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Evaluated hiring, firing, and promotions requests.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Manager - Training and Quality
Allianz Services India
11.2019 - 11.2023
- Established the training and quality team and expanded the team from 6 to over 50 members in just 3 years, demonstrating strategic growth and leadership
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Conducted orientation sessions and organized on-the-job training for new hires.
- Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
- Organized and edited training manuals, multimedia visual aids, and other educational materials.
- Developed and implemented comprehensive training program to increase employee productivity and morale.
- Spearheaded design and implementation of multiple training courses to establish successful onboarding of new employees.
- Monitored and evaluated training performance to determine quality and cohesiveness.
- Collaborated with other departments to align training programs with organizational goals and objectives.
- Reviewed and edited all training materials for accuracy and company policy compliance.
- Directed training programs and development paths for managers and supervisors.
- Implemented new learning strategies depending upon employees' skill levels.
- Analyzed effectiveness of training programs at all levels and recommended updates.
Assistant Manager – Sales and Customer Service
ACIS
11.2009 - 10.2019
- Directly manage daily targets and deliverables for 60+ sales staff in the Sales and Service area, ensuring alignment with pre-determined sales goals.
- Consistently achieved KPIs above 98% and managed service levels for call queues to exceed the target of 75, ensuring operational excellence and customer satisfaction.
- Oversee performance and deliver reviews for all sales team members, providing feedback, support, and coaching to drive success.
- Liaise with Business Transition and Workforce Management teams to ensure smooth process transitions and maintain service levels.
- Develop and implement sales strategies to meet business goals while ensuring compliance with regulatory requirements.
- Analyze data to identify improvement opportunities and implement performance plans according to company procedures.
- Conduct regular audits to ensure adherence to process guidelines, data security, and compliance awareness programs.
- Lead communication efforts, scheduling regular team meetings and collaborating with Marketing and dialer teams for consistent lead generation.
- Prepare action plans for effective performance management and target delivery, motivating and developing direct reports.
- Ensure correct usage of CRM and other sales applications, resolving customer complaints and handling escalation calls.
- Maintain high employee engagement and embody company culture, fostering collaboration with cross-functional teams.
Customer Service Associate – Sales
ACIS
11.2009 - 06.2013
- Attend calls from customers to provide comprehensive service and to activate insurance policies.
- Managed approximately 40 incoming calls per day assisting customers to setup their insurance policies
- Underwrite insurance policies for small animal health as per set guidelines.
- Negotiate renewal premium with customers, with other competitors in the market to retain business directly impacting operational profits.
- Manage time and work effectively to achieve sales target.
- To handle customers complaints from inception to finish whilst within one's own area of authority and escalate to higher authority when appropriate.
- Using own initiative, established procedures and supervisory discretion to resolve customer complaints within stipulated time frames established by the FCA.
- Coach existing associates on products and selling techniques.
- Mentor and coach new associates joining the team.
- Assist TL to generate various MI reports for the team.
- Conduct various RnR games to ensure the inbound sales vertical is motivated to generate sales, directly impacting operational profits.
- Facilitate team meetings in the absence of TL and Deputy Team Leaders, cascading the tasks to the team to ensure target is achieved.
E-Content Developer
PIT Solutions Pvt. Ltd
06.2007 - 10.2009
Teacher
Middle East International School
11.2005 - 03.2007
Education
Post Graduate Diploma - Business Management
Symbiosis International
Pune08-2020
Certificate in Computers -
Indira Gandhi National Open University
New Delhi01.2006
Bachelor of Science - Chemistry
Govt Women's College
Trivandrum, Kerala01.2005
Skills
- Insurance Operations
- Quality Assurance
- Operations management
- Customer Service Management
- Complaint Handling & Resolution
- Team building & Training
- Communication skills
- Organization and planning
- Negotiation skills
- Presentation skills
- Coaching and mentoring
- Innovation
- Decision-making
- Strategic planning
- MS Office
Additional Information
- AI Playbook for Leaders - S. P. Jain Institute of Management and Research, Mumbai
- Level 3 Certificate in Insurance - Chartered Insurance Institute (CII), UK
- Coaching for Performance - Leadership development program
- The Seven Habits for Managers : A Franklin Covey Training Program for Managers
Accomplishments
- Established the Communication Pillar for the division, earning recognition for its impactful accomplishments.
- Spearheaded the Oz Rise Initiative - Raising Performance, focusing on "Good is not good enough" and nurturing future leaders.
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge.
Languages
English
Hindi
Malayalam
Timeline
Senior Manager - Operations and Governance
Allianz Services India
12.2023 - Current
Manager - Training and Quality
Allianz Services India
11.2019 - 11.2023
Assistant Manager – Sales and Customer Service
ACIS
11.2009 - 10.2019
Customer Service Associate – Sales
ACIS
11.2009 - 06.2013
E-Content Developer
PIT Solutions Pvt. Ltd
06.2007 - 10.2009
Teacher
Middle East International School
11.2005 - 03.2007
Post Graduate Diploma - Business Management
Symbiosis International
Certificate in Computers -
Indira Gandhi National Open University
Bachelor of Science - Chemistry
Govt Women's College
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