High-achieving management professional possessing excellent communication, organisational and analytical capabilities. Devises innovative solutions to resolve business and technology challenges.
Overview
10
10
years of professional experience
4
4
Certification
Work History
Senior Project Manager - Operational Excellence
Gulf Insurance Group (GIG) - Fairfax Company
Dubai, UAE
2022.10 - Current
Spearheaded development and execution of comprehensive operational excellence strategy tailored for UAE market.
Established and monitored key performance indicators (KPIs) and benchmarks to drive continuous improvement initiatives.
Led cross-functional teams, providing adept mentorship and leadership to enhance cooperation and collaboration.
Achieved significant operational efficiencies, including 30% reduction in cycle time through rigorous assessments of departmental processes.
Innovated operating models, tools, systems, and processes, driving critical transformational changes for improved overall effectiveness.
Analyzed and optimized cost structures in HR Transformation Project, resulting in annual savings exceeding AED100k.
Managed end-to-end project lifecycles, from scoping and requirements to design, development, quality assurance, deployment, and stabilization.
Established and cultivated cross-border business partnerships, fostering best practices, innovation, and change management skills.
Utilized data and analytics to drive informed decision-making, measure impact of operational initiatives, and optimize team capabilities.
Communicated and executed Operational Excellence Strategy, ensuring effective change management and resolving implementation risks.
Developed and delivered communication plans to internal and external stakeholders, ensuring alignment and support for initiatives.
Streamlined processes to improve and optimize operations, consistently delivering projects on time and under budget.
Designed and delivered project presentations and reports for executive teams, showcasing project status, timelines, and achievements.
Applied critical thinking to analyze problems, evaluate solutions, and make data-driven decisions to enhance overall project success.
Business Process Improvement Lead
Airbnb Capability Centre
India, Gurgaon
2022.02 - 2022.10
Assessed and recommended enhancements to streamline business processes and boost efficiency by 30%.
Actively supported continuous improvement by gathering customer feedback to shape future business processes.
Ensured ongoing review and development of process improvements to maximize business productivity.
Identified and emphasized areas for enhancement within existing business processes.
Analyzed system performance against business requirements, implementing necessary process improvements.
Conducted comprehensive analyses of business processes, identifying and implementing optimization initiatives.
Identified opportunities for process improvement to advance business objectives.
Evaluated business processes to pinpoint areas for improvement and recommended strategic enhancements.
Aligned long-term business strategies with customer feedback to drive continuous process improvement.
Led system improvements and introduced automated testing processes to alleviate associate workloads.
Manager - Claims & Credit Control
GENPACT India Private Limited
Gurugram, India
2019.02 - 2022.01
Collaborated with P&C claims leaders on strategies for exceptional claims outcomes through operations, data, and technology.
Managed clients and internal stakeholders, leading claims initiatives and driving process improvements.
Oversaw a team of 35 in Claims and Credit Control, fostering continuous risk assessment and effective communication.
Led transformation projects for enhanced process efficiency, including digital asset implementation and benchmarking.
Established strong customer relationships to improve Net Promoter Score and drive revenue growth.
Generated monthly dashboards, conducted error trend analysis, and presented process health graphs.
Shared performance metrics with clients and Executive Claims Leadership Team.
Implemented a comprehensive Quality Assurance framework, fostering continuous improvement.
Service Delivery Manager - Quality
AON
India, Gurgaon
2018.07 - 2019.02
Maximized service availability and team strengths by optimizing processes.
Executed cost reduction strategies in customer service, achieving a 20% reduction while maintaining customer satisfaction.
Managed external supplier relationships and performance, optimizing resource allocation.
Conducted training on production operations and quality standards, establishing robust internal controls.
Monitored and reported on quality KPIs to senior leaders.
Documented and enforced adherence to established processes and quality metrics.
Senior Process Specialist
AXA XL Insurance
India, Gurgaon
2014.05 - 2018.06
Estimated values using approved formulas and outlined calculations.
Escalated critical claims or complex situations to supervisor for review.
Evaluated claims data and market trends for improved customer understanding.
Kept clients well-informed of claim updates and case progress.
Gathered, recorded, and distributed complete documentary evidence.
Created and maintained positive customer experiences, leading junior team members by example.
Spearheaded Six Sigma projects, resulting in a 68% reduction in cycle time, from 15 days to a highly efficient 5 days.
Implemented Six Sigma and Lean methodologies for improved quality outcomes.
Education
Bachelor of Science - Mathematics
CSJM University
India
Master of Business Administration - Finance & Operations
IIMT
India
Skills
Process Improvement
Collaboration and Communication
Project Management
Lean Methodologies
Data-Driven Decision Making
Change Management
Strategic planning
Leadership
Communication skills
Certification
Lean Competency System (LCS- Level 1 a)
Lean Six Sigma Green Belt Certified
Lean Six Sigma Black Belt Certified
PRINCE 2 - Foundation & Practitioner
Associate in General Insurance - AICPCU
Diversity & Illusion Leadership Program Certified
PMP Trained (35 hours)
Accomplishments
Headed "Revamping Employee Experience- HR Transformation" to achieve comprehensive improvements resulting in saving of $100k.
Headed "Direct Sales Strategy Transformation" to optimize the entire sales strategy and improve contact centre experiences.
Maintained a 100% Net Promoter Score for four consecutive years from business partners.
Successfully maintained a highly engaged team with exceptional retention rates, with VOC scores consistently above 90% for the last three years.
Cross Utilization & AHT Baselining, resulting in a reduction of 2 FTE efforts.
Led the "Touchless Cash Application" project for credit control, using AI & ML to streamline invoicing process, resulting in saving of 4 FTE work.
Directed the "Redeployment Hiring Project," achieving a 30% reduction in overall hiring costs.
Led the "Workforce Forecasting Model" project using predictive modelling for risk-free operations.
Languages
English
Hindi
Timeline
Senior Project Manager - Operational Excellence
Gulf Insurance Group (GIG) - Fairfax Company
2022.10 - Current
Business Process Improvement Lead
Airbnb Capability Centre
2022.02 - 2022.10
Manager - Claims & Credit Control
GENPACT India Private Limited
2019.02 - 2022.01
Service Delivery Manager - Quality
AON
2018.07 - 2019.02
Senior Process Specialist
AXA XL Insurance
2014.05 - 2018.06
Bachelor of Science - Mathematics
CSJM University
Master of Business Administration - Finance & Operations
IIMT
Lean Competency System (LCS- Level 1 a)
Lean Six Sigma Green Belt Certified
Lean Six Sigma Black Belt Certified
PRINCE 2 - Foundation & Practitioner
Associate in General Insurance - AICPCU
Diversity & Illusion Leadership Program Certified
PMP Trained (35 hours)
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