Umang Dadhich

Strategy and implementation of enterprise-scale digital transformation for a major Indian life insurance provider

• Conducted a comprehensive evaluation of client's digital interfaces, including the customer app, agent app, and branch portal , to identify pain points and enhancement opportunities
• Analysed 100+ workflows across areas such as agent onboarding, earnings and performance dashboards, customer 360, lead management, and customer/agent servicing. This involved mapping over 1,000 functional steps
• Created detailed functional blueprints, outlining necessary API integrations, microservices, and business process requirements for seamless user journeys
• Leveraged advanced technologies to reimagine user experiences across customer and agent journeys , aligning them with industry-leading standards
• Worked with Accenture Song to design and prototype key digital platforms-sales super app, customer super app, and branch portal, aligning them with the envisioned digital journeys
• Expected impact on key metrics : Expected improvements include 30% increase in agents recruited per sales manager per month, 10% boost in quote conversion ratio , 25% increase in agent productivity

Designed an intelligent GenAI-powered underwriting portal for a leading U.S. insurer

• Conducted a comprehensive assessment of the underwriting journey, covering mandatory document submission, and third-party data extraction for risk assessment
• Identified key risk indicators across customer cohorts and built a simulator recommending tailored underwriting checks based on customer demographics and lifestyle factors
• Designed streamlined process flows and user-centric portal layouts, leveraging GenAI for intelligent document ingestion and multi-modal data analysis
• Expected impact on key metrics: Time to issuance improved by 30%, Premium leakage reduced by 15%

Business and Practice Development: Created a strategic point of view on Agency Transformation initiatives, focusing on enhancing agent productivity.

• Identified critical levers—recruitment, training, end to end sales process and more—to pinpoint productivity challenges and develop targeted solutions.
• Recommended data-driven innovations, includes agent recruitment scoring system, GenAI-powered personalized sales pitches , gamification-based training programs to address key pain points and elevate agent engagement.

Strategy & implementation of distribution transformation for a midsize Indian life insurer across distribution channels - Agency

• Managed ARDM (Agency Recruitment and Development Manager) lifecycle management workstreams, newly joined ARDM for 6 months, which contributed c. £12.7 million to the channel
• Crafted and executed a comprehensive business plan for ARDM lifecycle workstreams
• This involved monthly hiring plan based on retention rate trends, ARDM activation & productivity requirements, Product mix, target ATS to drive higher VoNB (Value of New Business) for our client
• Evaluated the existing interventions within ARDMs journey, assessed their cost benefit impact , identified areas for enhancement and re-designed end-to-end journey for ARDMs with value enabled interventions to enhance their experience, retention rate and productivity
• Recommended & implemented strategies to increase ARDM activation & improve MoM productivity for segmented cohorts, resulted in reduction of waste cost
• Designed and developed reporting & monitoring dashboards at various organizational levels - HO, Zonal, Regional, and Branch level
• Impacts & Value delivered: Incremental production of c. £2.5 million i.e., 28%, Productivity improved by 14%, Retention rate increased by 5%, VoNB increased by 33% , Reduction in waste cost to production ratio by 5%

Business transformation for a TPD (third party distributor) channel for a leading Indian life insurer in India

• Conducted an As-Is analysis of channels and benchmarked processes against industry leaders
• Identified gaps areas like - leads/prospects data management, branch structure & communication challenges within the hierarchy
• Designed digital process journey for the channel and developed implementation strategy for digital transformation across 90+ branches
• Restructured branch org. structure to increase lead inflow with focus to improve capacity utilization at all levels
• Enhanced governance across 90+ branches through digital enablement enabling leaders to monitor prospects' inflow and performance effectively
• Designed initiatives tracking and governance model to highlight branches improvement areas, fostering continuous growth
• Impacts & Value delivered: Implemented strategies helped achieve incremental business c. £570,000 , In period of 5 months, branch productivity improved by 26%, reduction in COA from 98% to 94%

Market entry strategy for a midsize Indian life insurer across distribution channels - Agency

• Conducted market research and competitive benchmarking of agency channel in top 100 cities across India to identify distance from competitors and potential cities to target
• Analysed market conditions in identified cities and accordingly recommended approach to increase penetration in target cities
• Designed business strategy for the branches, manpower allocation, branch hierarchy structure & introduced higher lead inflow model to improve branch productivity
• Designed detailed 3 years business plan and conducted cost benefit analysis to support strategic decision-making
• Impacts & Value delivered: Expecting 5.6 fold increase in production over a period of 3 years & improvement in COA by 15%

Growth plan strategy project for U.S leading health Insurer

• Performed a detailed market assessment for 26 service areas for different LOBs: Individual, Small, Large, and Medicare
• Developed market prioritization scorecard to identify opportunistic service areas
• Devised a growth plan strategy by analysing and addressing specific barriers identified within particular service areas

Market entry strategy project for UK-based Digital Therapeutic client

• Conducted an in-depth market analysis of the U.S
• Digital Therapeutic market, focusing on identifying prominent therapeutic areas, growth catalysts, and entry barriers into the U.S market
• Analysed the viewpoints of Payers, Providers, and Pharma companies to assess the impact of Digital Therapeutics products on these stakeholders Subsequently, formulated a comprehensive Go-To-Market strategy for a UK-based client

Implementation project for U.S leading health plan client

• Played a role of pseudo Product Owner , analysed state-based CalAIM regulation and identified changes in the client's backend system
• Mapped out existing processes through As-Is and To-Be process flows , pinpointing gaps and areas for improvement
• Carved out recommendations to improve care management and care coordination for client

Business & Practice development Initiative

• Developed POVs on Price Transparency for U.S
• Health plans, intelligent Automation in RCM, PBM client's cost optimization Assisted Cognizant leaders in RFP activities and engagement presentations which helped the team to win opportunities
• Performed competitors' analysis, contributed to Cognizant's knowledge hub, and created client collaterals

• Aligned with the Customer Strategy & Applied Design (CSAD) portfolio, developed POV on commercial excellence capabilities for foodservice industry
• Developed a commercial excellence assessment framework by identifying the capabilities required which will enable Deloitte to accelerate maturity assessment of foodservice manufacturer
• Recommended solution for Deloitte foodservice clients, could help boost bottom-line by 7-12%

• Aligned with Material Handling Division, managed lead generation activity, encompassing online marketplace, inside sales and digital marketing campaigns
• Managed CRM operations and leveraged analytics to evaluate campaigns effectiveness and returns
• Developed strategic approaches for targeting emerging sectors, resulting in a notable increase in the number of qualified leads
• Implemented lead generating source campaigns which helped increase qualified leads by 12-15%