MAHESH K.M

No. **/A, Ward No. ***, **th Cross,

Hongasandra Main Rd. 9th Main,

Nandishwara Layout, G.B Palaya, E-mail: actfy5@r.postjobfree.com

Bangalore – 560068 Mob: 991-***-**** / 948*******

Career Objective:

To share the experience and knowledge gained during my carrier with the company who value and understand the importance of the correct blend of experience and knowledge put together. With the knowledge and experience in the field of middle office operational activities gained during my tenure I would like to be a part a enthusiastic and growing firm.

Work Experience

Duration: - From March 05, 2008 to till date

Company Name: Crossdomain Solution Pvt. Ltd /Arthur J Gallagher & Co.

(Gallagher Service Centre, India Team).

Location: Bangalore

Carrier Growth:

•Joined as Process Associate - March 05, 2008 to June 01, 2009.

•Promoted as Process Analyst - June 01, 2009 to June 01, 2010.

•Promoted as Senior Process Analyst - June 01, 2010 to June 01, 2012.

•Senior Process Analyst/Supervisory Role - June 01, 2012 to Present.

Company Profile:

Cross Domain Solution part of Arthur J. Gallagher US Insurance Broker is a fastest growing KPO handling various US Commercial Property & Casualty Insurance process like Marketing Preparation, Quote Comparison, Loss Summary Extraction, Client Certificate Issuance, Proposal Generation, Variance Analysis.

Job Profile – Data Management:

•Quote Summary process (US) - Responsible to deal with the quotes and policy’s send across by the on-shore customer service representatives from multiple offices in US

- Nature of the job is analysing then summarizing the details from the quotations/policies of different carrier and to find out the variance in the coverage provide by them by using domain knowledge and in addition to this doing further in-depth analysis on the source document

•Gallagher Select Process (US) - Doing the entire policy life cycle activities like online quoting, application updates, Loss run data pulling, Renewal Letters

- Nature of the job is to monitor the renewal and new business activity for the entire small business account

•Australian Insurance Process (AUS) – Pilot process started from Dec 2014. Focusing on broker support activity which involves online quoting on insurer website, renewing the policies of end customer on behalf of broker

- Nature of the job is to support the on shore Account Executive for the upcoming renewal activities and notifying the executives about the client level details on timely manner

Accountabilities:

SOP Maintenance:

•Assist in development & amendments of SOPs

•Ensure SOPs are up to date & signed off twice a year & have appropriate version control

•Ensure all process updates are captured on a real time basis, stored in a centralized location and a central list is maintained for all SOPs

Managing Training:

• Develop & Implement a formal training plan for Operations

• Conducting Process training for new hires

• Identifying training & cross- skilling needs basis –Feedback from quality & query management

•Feedback from Operations on & offshore around changing business needs

•Providing updates on training progress

•Work on in-house training materials

•Conducting Quarterly Refresher Sessions with the staff – Including updates

•Frame the quarterly PKTs & conduct meetings with the team to discuss results & observation

Query Management:

•Ensure a robust filtering mechanism is in place to filter queries before they are sent onshore

•Reducing query percentage by 5% every quarter

•Analyse invalid process queries & provide feedback to team members in conjunction with the Operations

•Analyse pre-process queries & work on action plans to report a reasonable reduction

•Provide qualitative MI on process queries on a monthly basis

Quality Management:

•Provide training & guidance to auditors

•Ensuring timely & accurate error analysis is done

•Ensuring RCA is completed within 24 hours of identifying the error

•Conduct monthly calibration sessions with onshore on errors identified & the preventive actions that can be taken

•Publish qualitative monthly MI on quality performance

Process Improvement:

•Active participation in High Impact Project every six months

•Up to date with the ongoing projects of team

•Provide domain related support on Kaizen projects

Managing Transitions:

•Prepare the training GANTTs in collaboration with the transition team

•Lead & participate in daily transition calls & provide guidance to the transition team members onshore

•Highlight any challenges faced during transitions & recommend solutions

•Oversee Knowledge Transfer delivery offshore with respect to timelines & quality

•Participate in calibration sessions, post transition, till the process reaches a steady state

•Ensure floor support for process related queries to new team members while experienced staff are in transition

Additional Responsibilities:

•Handling a team from 2012, with 5-10 team members under my supervision

•Handling client query, escalations and clarifications via email communication or by call basis priority

•Coordinating with branch coordinators for process related updates on branch operation standard operating procedures (SOP’s)

•Making weekly and monthly status calls with client to give branch feedback report

•Doing weekly Dashboard and monthly MIS reports.

•Working on Daily Production Report, Management Report, and Weekly Branch Reports to be shared with the higher management.

• Do analytical study on areas of process improvements.

•Leave/shift/people management and supporting team on any other requirements.

•Mentoring and guiding the associate for next level.

Project Work:

•Kaizen projects were completed in Cross Domain Solutions Pvt. Ltd. These were done as part of the process improvement, few project are

•Time Tracker Standardization

•Payment Terms & Conditions Standardization

•AM Best Word Document Automation

•Automatic Merging and joining of multiple rows in excel using macro

•Combining of final deliverable multiple sheets using Marco

•Mail merging and sending email package letter directly from excel sheet

•Business Forecasting

•SOP for the pilot process etc…

•Process Guide showing upstream & downstream activities of the process for X-League project at organizational level

•Worked with Haier Technology India Pvt Ltd for a period of four months for MBA summer internship

Achievements:

•Pilot team member for multiple Projects at organization level

- BCP (Business Continuity Program) - 2008

- Testing team for the new process related automation tool - 2009

- Gallagher Select Chapman Process – 2014

- Gallagher Select Client Service Portal (CSP) (roll out of request delivering portal) - 2014

- Australian Insurance Process (Transition) – 2015

•Alpine Climber Award for best performance at organization level

•Received the spot light award monthly award from all the teams which I was part off for quickly learning the new process and going live with 100% quality

•Received Kaizen Certificate from the On-shore Client for Best Kaizen titled “Automatic Merging and Joining of Multiple Row using Macros”

•While in On the Job Training done with Haier Technology Pvt. Ltd. during MBA summer internship program, achieved Rs 150000/- worth of sales within a period of fifteen days.

•Winner in university yoga championship for the year 2002-2003 during graduation.

•Individual champion in college athletics meet for three consecutive years form 2001-2004

Academic Qualifications:

•Completed Masters in Business Administration (Marketing major and H.R minor) from ICFAI National College Thissur (ICFAI University Hyderabad) in the year 2006.

•Completed Graduation in Economics from Scared Heart College Thevara (Mahatma Gandhi University) in the year 2004

•Completed Plus Two from Kendriya Vidyalaya No:1 Kochi (CBSE Board) in the year 2001

•Completed Xth from Kendriya Vidyalaya No:1 Kochi (CBSE Board) in the year 1999

Professional Certifications:

•INS 21 domain insurance certificate from The Institute

•General Liability Custom Paper from The Institute

•Workers Compensation Claims Custom Paper from The Institute

Personal Particulars:

Sex : Male

Marital Status : Married

Date of Birth : 10-10-1983

Father’s Name : Moothuran.K.K

Languages Known:

To read and Write : English, Malayalam and Hindi

To speak : English, Malayalam, Hindi, Tamil and Kannada

Present Address:

No. 50/A, Ward No. 189, 10th Cross,

Hongasandra Main Rd. 9th Main,

Nandishwara Layout, G.B Palaya

Bangalore – 560068

Permanent Address:

Suja Nivas,

Chavara Road, Konthuruthy

Thevara P.O

Kochi - 682013

Carrier Information:

Company Name: Crossdomain Solution Pvt Ltd. Arthur J Gallagher & Co.

(Gallagher Service Centre, India Team).

Designation: Senior Process Analyst

Current CTC: Rs 4,74,851 per year

Expected CTC: Industrail Standard

Current Location: Bangalore

Notice Period: Serving Notice Period, 19th Feb – Release Date

Ready to Relocate: Yes

Declaration

I, Mahesh K.M hereby declare that all the details furnished above are true and correct to the best of my knowledge.

Place: Bangalore

Date: 08/02/2016

(MAHESH K.M)

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