Lopamudra Bhowmick
Measurement & Report Specialist
New Delhi
Summary
Accomplished Assistant Manager (Level 9) at Accenture with extensive experience in service operations, process improvement and stakeholder management. Proven track record of optimizing efficiency in Order to Cash Process and implementing strategic plans for revenue growth and enhancing service standards. Demonstrated expertise in performance monitoring, quality assurance and team leadership. Committed to drive operational excellence through innovative strategies and continuous improvement initiatives.
Ready to learn, grow and contribute in leadership role for any Company with repute.
Overview
17
17
years of professional experience
2003
2003
years of post-secondary education
5
5
Certifications
2
2
Languages
Work History
Manager of Operations
Genpact
03.2023 - Current
- Led teams to enhance efficiency in Insurance domain resulting to enhanced customer delight
- Groomed teams by getting engaged in training programs for new hires and tenured team
- Successfully implemented Digital Platform to showcase Team Performance at individual associate level
- Directed the account in Enterprise Risk Assessment
- Spearheaded Billing of the account
- Fostered innovative temperament of the team
Lead Assistant Manager
EXL Services
08.2009 - Current
- Team Management (110+ Team Members, 2 Asst. Manager, 4 SMEs & 1 QCAs Reporting)
- Head for Non-Voice Operations– 90 FTEs
- Responsible to deliver SLA for 17 processes and 2 LOBs under Property & Casualty and Life Insurance
- Develop and implement strategic policies and governance in relation to vendor relationships
- Define and communicate the operational strategies and solutions in line with business plans, identifying key activities and priorities to make sure all organizational objectives are met
- Enabling support teams (Process Design and Quality Management) to ensure smooth transition till BAU and change initiatives are effectively assessed, planned for, and implemented in Operations
- Partner with Service Delivery team to review, understand, and monitor business case development and deployment activities; provide feedback on potential/actual initiative impact to vendor partner operations
- Seek continuous improvement opportunities to optimize operational efficiency and elevate service quality
- Maintaining the SOW and make necessary changes according to the new updates
- Design of Incentive Schemes and Template to calculate variable pay
- Setting up Back Office Operations and Process Establishment
- Talent Retention and Attrition Management
- Ensuring Service Level Agreement and Operation Level Agreements are met
- Designing Training Program and Development Plans for Competency Building and Up-Skilling
- Accountable for Training and Transition of new batches to Production
- Handled Term Conversion, IGO Process, Case Coordinator Process in Life Insurance as Assistant Manager
Assistant Manager
EXL Services
06.2013 - 07.2018
- Managed manual adjudication of claims which could not be processed automatically
- Assisted the process to go live and get stabilized by meeting not only own productivity and quality target but also have bailed out other team members on several occasions
Quality Compliance Analyst
EXL Services
04.2010 - 06.2013
- Audit on daily production by team comprising 32 FTEs
- Involved in Quality planning and transaction monitoring
- Prepared transaction monitoring report based on audit, control charts to show case health of the process
- Monitored periodic calibration call
- Rolled over project to reduce average handling time of each transaction
- Managed regular exercise on identification of NVA steps in the process, driving initiative to reduce them and report the improvements
- Motivated team members to generate new ideas and help them to do feasibility study
- Facilitated team members to implement their ideas by suggesting quality tools (if needed) and doing benefit quantification
- Provided constructive feedback to team members on quality parameters
Appeal Analyst and Claim Associate
United Health Group
09.2008 - 07.2009
Education
Diploma - Business Management
01-2008
B.A -
01-2003
Skills
Insurance service operations
Operational efficiency enhancement
Stakeholder Management
Performance Analytics
Training & Development
Analytical and Effective problem-solving
Quality improvement strategies
Experience with generative and agentic AI
Certification
Green Belt by Indian Statistical Institute
Personal Information
Date of Birth: 09/19/82
Timeline
Manager of Operations - Genpact
03.2023 - Current
Assistant Manager - EXL Services
06.2013 - 07.2018
Quality Compliance Analyst - EXL Services
04.2010 - 06.2013
Lead Assistant Manager - EXL Services
08.2009 - Current
Appeal Analyst and Claim Associate - United Health Group
09.2008 - 07.2009
ICFAI University - Diploma, Business Management
Patna University - B.A,