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  • Well versed with Windows, MS Office and Internet Applications.
  • Deep Knowledge of Complete UK Pension & applications.
  • Skilled in operations transition (process migration) activities and reports.
  • Knowledge of Business Continuity Plan and other regulatory activities as Data Protection, Anti Money Laundering, Financial Crime, Incident Awareness etc.
  • Green Belt Certified:-
  • Project on increasing in-scope percentage for offshore using SPS method.
  • Project on improving internal quality.

Skilled in operations transition (process migration) activities and reports.   Trained on CF1 (UK insurance) course.  Green Belt Certified. 

Work experience

Mar 2012Present

Team Leader - Business Process Lead

  • Spearheading a team of 20 FTE
  • Responsible for planning leaves of members and taking 121 on monthly basis, daily team meetings and contribute towards achieving team goal.
  • Completing appraisal of team members, Goals Setting for mid & annual appraisal.
  • Reporting productivity, utilization and resource index on monthly basis for all members; preparing training plans of process and report accreditation status with management.
  • Conducting Regulatory Test for team members, publishing their respective scores,
  • Giving feedback, encourage and develop team members to built effective team.
  • Getting involved in conference call with client.
  • Drive operations and planning of all teams ensuring that they continuously deliver on speed and accuracy within the agreed upon KPI and SLA frameworks.
  • Oversee quality and work audits and ensure that all teams are compliant with internal and external regulations and procedures, including data security.
  • Liaise, coordinate and manage relationships with other departments and with the onshore operations teams (for balancing transaction volumes, planning).
  • Report and monitor process performance to the management and on-shore teams
Aug 2009Feb 2012

Senior Executive - Insurance

Capita India Pvt Ltd
  • Analysed the workflow of process and accordingly proposed for requirement of executives; provided effective training to 10 FTE on offshore.
  • Completed accreditation for all 10 FTE within given time according to training plan; conducted process knowledge regulatory test for the entire team at regular intervals.
  • Called onshore on clarity of update or process flow if required; prepared pipeline reports and shared across management and team.
  • Did quality check for team, made quality reports to share across management and prepared training plan for new joiner.
  • Analysed processing errors, implemented action of improvement and also ensured that team consistently delivers on quality.
  • Planned daily allocation of work for team, ensured that the SLA of team and smooth functioning of workflow is maintained without any breaches and complaints.
  • Planned leaves for all team members accordingly so that work is not impacted, shared process update across team and updated process guide as well.
  • Took care of the system issue, raised it to concerned department, provided feedback to team members and also resolved queries or escalations.
Oct 2006Aug 2009

Process Specialist

AXA Business Services
  • Responsible for processing transfer cases of money out from AXA to different insurance companies like Norwich Union, Scottish Widows, Friends Provident, Winterthur etc.
  • Prepared different modes of payment like CHAPS, BACS, IFT & SWIFT; made a guide for overseas process and got signed off from UK for team.
  • Took care of authorizations of payments of different policies processed by processor, overseas payment and did E-filing for overseas cases.
  • Looked after the training & accreditation of team, quality check, provided process updates to team; handled queries and query filtration of team.


Jul 2007Jul 2009

MBA - Operations


2009     MBA (Operations) from IIBM, Pune

2004     Bachelor of Science from S P College, Pune, Pune University


Qualified MBA (Operations) from IIBM, Pune with over 8 years of experience in the field of Back-end Operations (UK insurance – Pensions); currently associated with TCS BPO, Pune as Team Leader (Business Process Leader). Have strong leadership skills with an ability to grasp new things quickly. Have management vision of drive for result. Have Capability of handling multiple assignments independently. Responsible for Operations, Performance, Client & People Management.


  • Certification in Green Belt.
  • Client Audit 2013 - played active role in Integrated Quality Management Systems Audit’2013.
  • Recognised for Green Belt project validation.
  • Mentor for AML, DPA, Fraud, Financial Crime, UK Pension Overview.