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About

Seasoned Business Operations and Process Optimisation professional with over 21 years of progressive experience across financial services, insurance operations, workflow automation, and MIS reporting. Demonstrated expertise in driving end-to-end operational excellence through Lean Six Sigma methodologies, compliance governance, and data-driven decision-making.

Experience4

  1. Assistant Manager – Central Business Operations & Autopay Process

    Dec 2012 — Present

    TATA AIA Life Insurance, India

    Directed end-to-end refund processing operations across multiple product lines, achieving zero-error transaction outcomes and maintaining 100% accuracy in reconciliation cycles. Spearheaded automation initiatives across core banking and insurance workflows, eliminating manual touchpoints and improving processing efficiency. Engineered and delivered strategic MIS dashboards and Power BI reports to senior leadership, enabling real-time data-driven decision-making.

    • Achieved zero-error transaction outcomes in refund processing.
    • Maintained 100% accuracy in reconciliation cycles.
    • Improved processing efficiency significantly through automation initiatives.

  2. MIS Executive

    June 2011 — July 2011

    Fullerton India Credit Limited, India · Contract

    Designed and maintained comprehensive MIS reports to track sales and collections performance across regional business units. Automated key reporting processes using advanced Excel functions, significantly enhancing data accuracy and reducing report generation turnaround time.

    • Enhanced data accuracy in reporting.
    • Reduced report generation turnaround time.

  3. Process Leader – Back-Office Operations

    Apr 2007 — July 2009

    ICICI Prudential Life Insurance, India

    Supervised end-to-end back-office processes across policy servicing, renewals, and endorsements, ensuring accuracy, quality, and compliance. Executed process improvement initiatives that enhanced workflow efficiency and reduced turnaround times. Developed and implemented comprehensive SOPs and conducted structured training sessions for team members.

    • Enhanced workflow efficiency through process improvement initiatives.
    • Maintained consistent service quality standards through training.

  4. Officer – Operations

    Nov 2003 — April 2007

    HDFC Standard Life Insurance, India

    Processed policy servicing requests including data entry, endorsements, and renewals, focusing on accuracy and regulatory compliance. Contributed to the development and documentation of operational workflows and process manuals.

    • Maintained a strong focus on accuracy and compliance in policy servicing.

Projects1

  • Autopay & Refund Automation Initiative · Project Lead

    Led a cross-functional team to automate the autopay premium collection and refund processing workflows, replacing manual Excel-based tracking with an integrated system solution.

Education1

  • Bachelor of Commerce (B.Com.)

    1999

    Mumbai University, India

Certifications7

  • Project Management Professional (PMP)

    Project Management Institute (PMI)

  • SAP S/4HANA Finance (FICO)

    SAP Certified

  • Microsoft Certified: Power BI Data Analyst Associate

    Microsoft

  • Lean Six Sigma Green Belt

  • Lean Six Sigma AI Yellow Belt

  • Tally 5.4

    Diploma in Accounting Software

  • Oracle Fusion Financials (General Ledger, Payables, Receivables, Payments)