VIVEK KUMAR
Team Leader US Property & Casuality
Ghaziabad
Summary
Team Leader – Insurance Operations with 14+ years of experience in Insurance BPO/KPO and international operations, including 8+ years of people leadership. Strong expertise in P&C-aligned insurance processes, service delivery, SLA management, client communication, MIS reporting, and continuous process improvement. Proven track record of managing large teams (up to 37 FTEs), handling client escalations, driving productivity, and delivering operational excellence in global environments. Recognized multiple times for exceptional performance, leadership, and customer impact.
Overview
15
15
years of professional experience
1
1
Language
Work History
Team Leader / Operations Supervisor
Cognizant Technology Solutions
07.2014 - Current
- Lead a 37-member team delivering international insurance operations support for global clients.
- Own end-to-end service delivery, ensuring SLA, TAT, productivity, and quality adherence.
- Act as primary escalation point for client and operational issues, ensuring timely resolution.
- Drive team performance, engagement, and retention, achieving 12% YoY attrition reduction.
- Prepare and present daily/weekly/monthly MIS, dashboards, and performance reports to senior leadership.
- Conduct regular governance calls, reviews, and performance discussions with internal and client stakeholders.
- Implement process improvements and Kaizen initiatives, resulting in 20% efficiency gains.
- Lead root-cause analysis (RCA) for defects and SLA breaches, improving FCR by 10%.
- Manage shift rosters, capacity planning, and shrinkage in a 24x5/24x7 environment.
- Support process migrations and transitions, ensuring seamless stabilization.
- Key Achievements
- 5× Employee of the Year
- Successfully migrated and stabilized multiple international insurance processes
- Recognized for strong people leadership and consistent KPI overachievement
Senior Process Executive – Insurance Operations
MetLife GOSC
12.2010 - 07.2014
- Handled international insurance operations with strict adherence to SLA and quality benchmarks.
- Supported P&C-aligned processes including policy servicing, endorsements, and back-office insurance support.
- Assisted Team Leads in daily work allocation, SLA tracking, audits, and MIS preparation.
- Participated in process migrations and knowledge transfers via WebEx with onshore stakeholders.
- Maintained zero SLA breaches and high-quality scores across audits.
- Awarded GEM Award for Excellence by management and international clients.
Education
B.Sc. - Information Technology
SMU University
01-2006
12th - undefined
BIEC Board
Patna01-2003
10th - undefined
BSEB Board
Patna01-2000
Skills
P&C Insurance Operations (Policy Servicing / Endorsements / UW Support)
Team management for 20–40 FTEs
Service delivery management
Client communication
KPI tracking
Management information systems
Continuous improvement initiatives
Capacity planning expertise
Coaching and skill enhancement
Global client management
Timeline
Team Leader / Operations Supervisor
Cognizant Technology Solutions
07.2014 - Current
Senior Process Executive – Insurance Operations
MetLife GOSC
12.2010 - 07.2014
12th - undefined
BIEC Board
10th - undefined
BSEB Board
B.Sc. - Information Technology
SMU University