Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Languages
Timeline
AccountManager
Shikha Tiwari

Shikha Tiwari

Dubai,United Arab Emirates

Summary

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)
Shikha Tiwari
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