Vijay Prabhu
Senior Manager
Dombivli East
Summary
Dynamic corporate strategy professional with over a decade of experience in operations management, leadership, shared services operations, and insurance broking operations. Proven track record of successfully implementing strategic projects and driving operational excellence while leading teams of 40+ skilled colleagues. Recognized for a strong ethical foundation that fosters trust and accountability, with expertise in planning and executing key improvements to enhance business growth and efficiency. Committed to cultivating an open culture that encourages the free exchange of ideas, eager to embrace new professional challenges within a growth-oriented organization.
Overview
16
16
years of professional experience
3
3
Certifications
3
3
Languages
Work History
Senior Manager - Digital Implementation Services
Marsh McLennan Global Services India Private Limited
07.2024 - Current
- Cultivated robust relationships with clients and stakeholders, fostering long-term partnerships, and repeat business.
- Set up a Center of Excellence to support five international regions: Asia, the US, the UK, Europe, and the Pacific, and supporting six digital platforms.
- Formulated and executed operational standards, policies, and procedures.
- Organized monthly meetings aimed at crafting business plans, and workshops to stimulate effective business operations.
- Provided strong leadership to enhance team productivity and morale.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Reduced costs, optimized resource allocation, and improved efficiency in managing projects.
- Mentored junior staff members for skill development and career progression within the organization.
- Managed budgets effectively, achieving financial objectives while maintaining strict control over expenditures.
- Consolidated vendors and renegotiated contracts to optimize costs.
- Implemented innovative solutions to overcome challenges, leading to enhanced productivity levels.
- Spearheaded change management efforts for seamless adoption of new systems or processes among employees.
- Evaluated vendor offerings critically to select the most appropriate partners for delivering desired results at optimal costs.
- Evaluated hiring, firing, and promotions requests.
- Coordinated cross-departmental projects to improve product delivery timelines, enhancing customer satisfaction.
- Launched comprehensive customer feedback system, leading to enhanced product features and higher customer satisfaction rates.
- Defined clear targets and objectives and communicated to other team members.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Manager - Operations
Marsh McLennan Global Services India Private Limited
04.2023 - Current
- Planning staffing levels
- Liaising with Human Resources staff to recruit, interview, select, hire, and employ an appropriate number of employees
- Regular Discussion with Deputy Managers & assessing Process, Team Performance & planning next steps
- Providing oversight and direction to the employees in the operating unit in accordance with the organization’s policies and procedures
- Empowering employees to take responsibility for their jobs and goals
- Keep Fostering & Maintaining a spirit of teamwork and unity among department members that allows for disagreement over ideas, conflict and expeditious conflict resolution, and the appreciation of diversity as well as cohesiveness, support, and working effectively together to enable each employee and the department to succeed
- Consciously create a workplace culture that is consistent with the overall organizations and that emphasizes the identified mission, vision, guiding principles, and values of the organization
- Maintain transparent communication. Appropriately communicate organization information through department meetings, one-on-one meetings, and appropriate email, and regular interpersonal communication
- Lead Continuous Improvement Projects in collaboration with the Business Improvement Team
- Managing Change within Operations to create Efficiency
Team Manager - Operations
Marsh McLennan Global Services India Private Limited
01.2021 - 03.2023
- Directly responsible for 40 colleagues + 5 Process Team Leads
- Coach, mentor, and develop staff, including overseeing new employee on boarding and providing career development planning and opportunities
- Delegate responsibility and instill accountability with regular feedback
- Leading employees using a performance management and development process that provides an overall context and framework to encourage employee contribution and includes goal setting, feedback, and performance development planning
- Leading employees to meet the organization’s expectations for productivity, quality, continuous improvement, and goal accomplishment
- Providing effective performance feedback through employee recognition, rewards, and disciplinary action, with the assistance of Human Resources, when necessary
- Maintain employee work schedules including assignments, job rotation, training, vacations, and paid time off, telecommuting, cover for absenteeism, and overtime scheduling
- Ensuring that all the policies have been processed as per best industry standards to achieve the company motto of client satisfaction
- Ensuring that day-to-day SLAs are met. Ensuring that the monthly brokerages are met as per the benchmark provided by stakeholders
- Conducting monthly 1 to 1 with all Process Team Leaders & Colleagues, discussing their KPIs and enable the employee to perform better to achieve growth in the organization
- Responsible for maintaining high standards of service, training and development, strengthening the feedback mechanism, communicating key messages and changes in Marsh to the team, enabling better change management, inter-team work relationships and encourage recognition within the team
- Reporting to the Senior Management and UK stakeholders of the progress of the team via QlikView Reports, Competency Reports, SLA Report on a weekly and monthly basis
Process Leader - Operations
Jardine Lloyd Thompson India Pvt Ltd
11.2016 - 12.2020
- Responsible for Performance KPIs of 11 Employees
- Ensuring 95% Quality of Team and Colleagues
- Quality Checking of Under Performer Colleagues
- Keeping self-updated of UK Insurance Business
- Monthly Team Performance Report to Manager and Senior Manager
- Ensuring less than 10% Bottom Quartile Performers
- Coaching & Upskilling Team Members
- Maintaining Healthy Work Inventory
- Tracking of Productivity & Output of Team Members
Senior Associate
Jardine Lloyd Thompson India Pvt Ltd
03.2013 - 10.2016
- Processing Invoices with 100% Productivity & 95%+ Quality
- Ensuring Daily Output is up to KPI expectations
- Mentoring Peers by arranging Training and Peer-to-Peer Program
- Liaising with Broker to ensure timeliness & accuracy of Invoices
- Assisting and working closely with Process Leader to understand key skills and responsibilities
Associate
Jardine Lloyd Thompson India Pvt Ltd
08.2011 - 03.2013
- Processing Invoices with 100% Productivity & 95%+ Quality
- Ensuring Daily Output is upto KPI expectations
- Mentoring Peers by arranging Training and Peer-to-Peer Program
- Liaising with Broker to ensure timeliness & accuracy of Invoices
Associate
WNS Global Services India Pvt Ltd
12.2009 - 01.2011
- Processing of Invoices in the Ameriprise process to ensure accurate documentation of 401k retirement forms of US citizens
Education
Bachelor - Banking & Insurance
Mumbai University
Mumbai, India01.2009
Skills
Certification
Lean Six Sigma Black Belt Achieved Black Belt certification from Exemplar Global affiliated institute, by demonstrated ability to work on lean projects and inculcate efficiency 2023
Awards
Awarded the Prestigious Annual Award for Championing Change in 2022, Pioneered Transition from JLT to Marsh, setting up Operational Metrics over the course of 2019 & 2020, on-boarding 150 colleagues, Pioneered Quality Project to achieve Excellence in Quality, in collaboration with the Continuous Improvement Team, Pioneered the AHT (Average Handling Time) Project resulting in 22 FTE Efficiency in 2022, in collaboration with the Continuous Improvement Team, Pioneered the MRC FIRST Project, resulting in turnaround improvement of Client Invoices from 42 Days to 10 Days in Q4'2022, Streamlined QlikView Dashboards, by working in tandem with the Qlikview Team, creating Operational Efficiencies across functions, over the course of 2021 & 2022, Achieved 10% Efficiency in Productivity & Accuracy – 2020 vs 2021, In the role of a Process Team Leader, designed APS, a system which enabled the team to create and print documents in a much easier and convenient manner, saving c3 FTE
Interests
Community Service, Swimming, Reading - Fiction Genre, Carrom, Table Tennis
Disclaimer
I consent to the processing of my personal data for the purpose of recruitment for the position to which I am applying.
Timeline
Senior Manager - Digital Implementation Services
Marsh McLennan Global Services India Private Limited
07.2024 - Current
Manager - Operations
Marsh McLennan Global Services India Private Limited
04.2023 - Current
Team Manager - Operations
Marsh McLennan Global Services India Private Limited
01.2021 - 03.2023
Process Leader - Operations
Jardine Lloyd Thompson India Pvt Ltd
11.2016 - 12.2020
Senior Associate
Jardine Lloyd Thompson India Pvt Ltd
03.2013 - 10.2016
Associate
Jardine Lloyd Thompson India Pvt Ltd
08.2011 - 03.2013
Associate
WNS Global Services India Pvt Ltd
12.2009 - 01.2011
Bachelor - Banking & Insurance
Mumbai University
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