KAMALESH SUBRA

• Led and Developed High-Performing Teams: Guided, trained, and supervised diverse teams of 60 to 80 professionals within the Life Insurance and General Insurance Industry.

• Enhanced Customer Satisfaction: Motivated teams to elevate customer satisfaction, fostering loyalty to drive consistent growth and retention rates.

• Streamlined Operations: Spearheaded the optimization of automation frameworks, tools, and methodologies, significantly enhancing efficiency.

• Collaborative Leadership: Collaborated effectively with regulatory representatives, auditors, and data offices, ensuring compliance and transparency.

• Strategic Project Management: Successfully managed administrative projects in alignment with organizational objectives, delivering tangible business outcomes.

• Proactive Risk Mitigation: Executed proactive threat assessments and action plans to mitigate business risks, ensuring seamless operations and service delivery.

• Process Re-engineering Pioneer: Spearheaded the establishment of Standard Operating Procedures at Great Eastern.

• SLA Attainment Champion: Drove exceptional service levels across all divisions in Customer Service at Great Eastern.

• Operational Efficiency Enhancement and Resource Optimization: Optimized resource allocation and operational efficiency, resulting in a 10% reduction in average handling time and a 15% increase in agent productivity.

• Strategic Automation Implementation: Identified, evaluated, and executed automation solutions across multiple regional sites, enhancing operational efficiency for Claims operation
• Efficiency Optimization through Automation: Collaborated with cross-functional teams to analyze existing workflows, identifying bottlenecks and pain points for automation
• End-to-End Project Oversight: Managed business requirements, user acceptance testing, IT support, and documentation for smooth implementation
• Continuous Improvement: Provided valuable feedback for ongoing improvements, enhancing process efficiency in the claim's unit
• Post-Implementation Excellence: Ensured seamless transition to post-implementation support, aligning solutions with AIG's overarching strategy.

• Strategic Migration and Management: Successfully migrated and managed complex claims operations across multiple countries in APAC & EMEA
• Global Operational Alignment and Efficiency Enhancement: Successfully standardized claims processes across multiple countries, resulting in a 20% reduction in claims processing time and a increase in customer satisfaction
• Centre of Excellence Establishment: Established a Centre of Excellence, surpassing SLA targets for
• Extended Warranty operations and fostering best practice compliance
• Optimized Claims Segmentation: Maximised best practice compliance within claims segmentation, ensuring accurate assessments and proactive reservations
• Performance Management: Effectively managed team performance and technical trends, guiding teams towards enhanced efficiency and operational excellence
• Performance-driven Team Leadership and Skill Development: Implemented a performance- driven culture through clear performance metrics, regular feedback sessions, and recognition programs.

• Customer-Centric Leadership: Led a customer service and technical support center, delivering excellence and tracking performance to meet objectives
• Transformational Customer-Centric Strategy: Successfully led a customer-centric transformation initiative that resulted in a 20% increase in customer satisfaction scores within one year
• Motivational Leadership: Motivated and empowered employees, enabling multi-tasking and multi-line service to ensure optimal customer satisfaction
• Operational Excellence: Implemented work discipline, identified training needs, and provided comprehensive management reports for continuous improvement
• Inadept knowledge in automobile industry and tracking device .

• Performance-Driven Leadership: Managed a team of customer service consultants, overseeinginbound call queries for credit card products and services
• Motivational Mentorship: Inspired and motivated the team to meet performance goals, fosteringa culture of excellence and continuous improvement
• Exceptional Team Performance and Customer Engagement : Introduced a customer-centricapproach, empowering consultants to actively listen to customers' needs and provide tailoredsolutions, resulting in improved customer experiences
• Customer-Centric Approach: Reviewed customer feedback, effectively closing service gaps andfacilitating constant service enhancement
• Manage customers complaints and ensure its resolve without any further escalation
• Expose on managing Singapore clients