Ms. Minaxi . N. SharmaMumbai, Maharashtra

Ph +91-9821280583 Email-minaxis@yahoo.com

Address: A/601 Shikhar Apts, Sanghvi nagar, near HatkeshOpp. Mira Bhayander road, Mira Road (E) Mumbai-401 107 Date of Birth: 20th November, 1979

Risk Management | People Management | Client Management

Assistant Manager with 12 years of experience in a KPO in Operations and nearly 2 years of NON BPO experience. A positive, proactive and results-driven manager with a highly successful background to manage and deal with the stake holders and end customers. Possesses excellent interpersonal, communication and negotiation skills and the ability to develop and maintain mutually beneficial internal and external relationships. Enjoys being part of, as well as managing, motivating and training, a successful and productive team, and thrives in highly pressurized and challenging working environments.

AREAS OF EXPERTISE

Operations Management People Management Systems ImplementationProcess Management Client Servicing Lean ProcessTransition Process Training / Mentoring Quality Assurance

CAREER HIGHLIGHTS

I) M/s Willis Processing Services India Pvt. Ltd. – 01 Sept 2014 – 09 October 2015

Designation– Senior Technical Leader Core Responsibilities

Worked with a team of 28 associates and 22 skyline trainees and 5 Line Managers. Planned, Organized & Executed the entire “Placing & Billing” training program for

Skyline batch i.e. the entire Pre-Placement process, Invoicing, Policy checking and final issuance to end client.

Review the “Risk” registers and maintain “Positive Compliance” at all times. Analyzed client file audit reports periodically to assess the effectiveness and suitability of

Quality Management systems. Review the training materials, analyze the training gaps and suggest ways to improve train-

ing for effective productivity on core/non core processes.

Contributed to the BU level monthly dashboard report to capture high level team perfor-mance data and also prepared monthly query management report

II) M/s Willis Processing Services India Pvt. Ltd. – 01 April 2013 – 30 August 2014

Designation– Assistant Manager. Core Responsibilities

Managed a team of 15 associates. Prepared monthly management information (MI) reports to capture Team utilization Successfully completed the “Coaching for Excellence” program for more than 2 members. Encouraged Process Improvement Ideas within the team and shared the same with other

teams Monitored process changes in “Risk management” registers and ensured compliance is

informed at all times. Analyzed the Time Span Study for set processes to ensure effective team utilization. Prepared and presented weekly Operations-review, dashboards with onshore operations

team leads Forecast volumes and plan for effective utilization of team for lean months Managed performance of the team and review objectives on a regular basis. Ensured the satisfaction level of the associates through 1x1 discussions and skip meetings. Representative from the Line of business to attend calls with the onshore operational team

wrt projects in the pipeline calls. Attending Mandatory Compliance Training Sessions and updates. Involvement in HR interview process to meet specific BU requirements

III) M/s Willis Processing Services India Pvt. Ltd. – 01 April 2011 – Mar’2013

Designation– Senior Team Leader

Core Responsibilities

Managed a team of 12 associates. Successfully managed transition of UK Self Audit File Review (SAFR) reports for regional

client files i.e. for all UK regional offices (Ipswich, London, Reading, Southampton, Manchester, Leeds, Bristol, Cardiff, Aberdeen, Edinburgh, Glasgow)

Successfully handled the role out of the “Acturis” application system across the line of business

Successfully managed work during two way secondments Worked on business summary reports to showcase secondment requirements for new

processes. Initiated the concept of Rep calls with all UK regions and involved team members to

share/bring fresh thoughts to the table. Conducted Process reviews and Time span study for set processes on a regular basis to

ensure effective utilization of resource Captured process changes in “Risk management” registers and ensured compliance is

informed at all times. Handled daily Escalations/follow-ups on the floor issues/updates. Involvement in HR interview process to meet specific BU requirements

IV) M/s Willis Processing Services India Pvt. Ltd. – 01 April 2009 – Mar’2011

Designation–Team Leader

Core Responsibilities

Managed a team of 9 associates. Prepared monthly management information (MI) reports to capture Team utilization Responsible for updating the Standard Operating Procedures on a regular basis Managed performance of the team, including monitoring individual performance against

agreed standards and reviewed objectives on a regular basis. Involved in 5S activities for the team and ensured a check on a quarterly basis. Organized quiz, technical sessions on core processes and events at regular intervals Coach associates on “Attending Virtual meetings” onshore. Set goals (both technical and non technical) with the team and ensured effective and

measurable reviews and feedback mechanisms. Delivered desired number of volumes on a daily/weekly/monthly basis as per service level

agreements Co-ordinate with the team training and quality group to ensure accuracy and extended

support and ideas. Updated and maintained teams leave records including required interventions on other ad-

ministrative issues. Attending weekly/fortnightly team performance call with the onshore Line of Business. Liaise with onshore teams for feedback on quality and Turn Around Time (TAT) timelines

met on a regular basis Attended process update calls with the Line of Business. Discussed daily volumes, completion and pending details with the Line of Business. Attended Mandatory Compliance Training Sessions and updates.

V) M/s Willis Processing Services India Pvt. Ltd. – 01 April 2005 – Mar’2009

Designation– Policy Wording Analyst

Core Responsibilities

Seconded to the United Kingdom for a period of 3 months in the year 2006 for Non-Life Insurance Policy work transfer.

Worked on the ART (All Risk Tracking) application system Checking and Dispatching Non-Life Policies/ Renewal Schedules/ Mid- Term Adjustments

against signed Market Reform Contracts, Regional Market Presentations, Client Renewal

Reports, Insurer Quotations and Contract Endorsements within 30 day strict FCA guide-lines. Risks Include: Property Damage & Business Interruption, Engineering risks, Com-puter Damage, Employers Liability, Combined Liability, Motor Fleet, Legal Expenses, Per-sonal Accident & Travel, Professional Indemnity, Directors & Officers Liability, Fidelity Guarantee, Marine Cargo, Pension Fund Trustee Liability, Employment Practices Liability.

Identifying discrepancies between the Policy and placement document and querying the same with the Client Service Executives so as to obtain a consensus.

Chasing Insurers for Unissued Policies & Rectified Policy documents in case of incorrect dispatch to client

VI) M/s Willis Processing Services India Pvt. Ltd. – June 2003 – Mar’ 2005

Designation– GSP Support Technician.

Core Responsibilities

Seconded to the United Kingdom for a period of 3 months in the year 2004 for training on new service platform i.e. GSP project

Received training in UK and cascaded the process knowledge to a team of 250 associates across GSP claims and GSP reinsurance in a phased manner

Prepared manuals and learning materials for teams to enhance system understanding Attended calls with onshore teams to bridge the gap and ensure smooth hand off Helped the internal team in back loading of data Planned and organized the system migration data with round the clock support

VII) M/s Shopper’ Stop – October 2001 - June 2003

Designation– Customer Care Associate - Service Desk Management.

Core Responsibilities

Handling GOLD card membership program Responsible for handling the exchange policy Interacting with customers on a daily basis wrt customer grievances Handling foreign currency payment at POS (Point of sale) Liaising with merchandise companies for “In” coming consignments Planned and organized the desk layout for ease of customers

Audits – Client and internal

Compliance BU level coordinator to update all the Policies and Invoicing related “completed” files on a monthly basis for all line of business.

Internal auditor for the compliance reports wrt Policies and Invoicing for all UK offices. Responsible for 100% updates’ and refresher trainings in the process for the teams aligned. Maintaining the data and quality monitors for all the teams on various applications

(Hardcopies; quality tracker etc). Responsible for liaising with External Compliance auditors for line of business. Responsible for sharing External Compliance feedback with stake holders, BU’s and

Internal team

ACCOMPLISHMENTS

Successful completion of the “Query management” project using Lean techniques Successful implementation of 5S program within the BU Certification in Coaching for Excellence program Part of the Execution team on project “Skyline” Played an important role in the FCA visit in the year 2013 Awarded for maintaining 100% quality for a newly trained activity Recognition for successfully handling the GSP back loading project Recognition for successfully handling the training program on the newly launched system

i.e. “Acturis”

EDUCATION

Bachelors in Science (Physics) - National College, Mumbai - 400050

KEY TECHNICAL SKILLS (IT & LANGUAGE)

Proficient in MS Outlook and MS Office. Reasonable keyboard skills. Native Hindi Marathi and English language skill.

STRENGTHS

Extremely Flexible – can easily adapt to challenging and difficult situations. Disciplined & Diplomatic - Accept professional orders in the right spirit. Meticulous and organized. Keen sense of team spirit. Strong Inter-Personal and Communication Skills (fluent and comprehensive knowledge of,

Marathi, Hindi & English languages).