1. Shantiban so. A1/105,
Dhanori Road, Vishrantwadi,
Pune – 411015.
Mobile : +91 9673008281
Email : Sumegh_143@yahoo.co.in
SUMEGH PARAB
Objective :
Career Summary &
Highlights :
Key Skills
Developmental
Programs:
Group Manager Operations with 14 years of experience
Always looking forward with positive attitude & confident that I would be an integral asset for any org. seeking
hardworking, Sincere, Honest, & Innovative team member to run & ambitious setup.
 Total work experience of 14 years in Customer Service/ BFSI/ Shipping & Logistic
 Recognized for the ability to identify continuous change, reduce cost, enhance quality, increase margins along
with ensuring people management, retention and engagement
 Key skill set – Operations management, Business Development, Quality management, Transition
 Managed client relationships with reputed organizations in UK and US such as Marsh and McLennan
Companies (UK & US), AEGIS (US), AP Mollar Maersk Group (US) and FedEx (US)
 Extensive experience gained in effectively leading teams working in difficult environments, Transitioning &
Stabilizing team.
 In 2012 established two BCP sites for the organization; one in Mumbai and another at Vizag
 Multiple transition from Onshore; 10 years valid US visa (B1/B2)
 Due diligence / Process mapping from onshore
 Currently working with US healthcare process - leading a high-performing team of 95 insurance
colleagues reporting to AVP
 Client and people management
 Decision making
 Prioritization
 Self-motivated
 Energetic
 Positive attitude
 Goal Oriented
 Approachable
 Zeal to WIN attitude
 Open to change
 Ready to accept new challenges
 Good Interpersonal relationship
 Constructive Feedback
 Team Dynamics
 Performance Appraisal & Effective Feedback
 LEAP – Leadership Excellence achievement Programme.
 Advance Excel
 HMM (Hero Mind Mine) training which included Written Skills, Grammar, telephonic skills, especially how to
deal with difficult Brokers & Clients.
 Technical Support – Premium Process Training
 Programme Analysis – Analysis of the raw data
 Time Management
Company : WNS Global Services Pvt. Ltd
WNS Global Services is a recognized leader in business process outsourcing (BPO). (Listed in New-York Stock
Exchange).
It serves several industries, including travel, insurance, financial services, healthcare, professional services,
manufacturing, distribution and retail and also provide essential corporate functions, such as finance and accounting,
human resources (payroll and benefits administration), research and analytics.
Date : April 2011 – Till date
Position held : Group Manager
Process : Shipping & Logistic and Healthcare

2. Experience Responsibilities:
 Manage SLA’s
 Strategy planning for the year
 Performance reviews through WBR’s, MBR’s
 Manage P&L and timely billing ensuring payments
 Client Engagement - Adherence to Client Governance Forums
 Client satisfaction score (VOC)
 Succession planning for the colleagues along with Employee retention
 Optimum utilization of resources
 Employee learning and development
 Versatility within the team developing extra capacity
 Process Improvements – (Exclusion of duplication, automation etc.)
 QNS Management
 Projects
 New business opportunities
 Due Diligence / Process mapping
 Efficiency gains
 Transition and stabilization
 Internal/External audit
 BCP
Process:
Shipping and Logistic:
FedEx Manifestation:
 Manifestation team is responsible for manifesting shipping details (like sender name, recipient name, recipient
address, service type, package type, estimated weight, dimension, declared value etc approximately 86 fields)
on Genesis system received from multiple geographic locations with 100% TAT and 99.50% accuracy.
Manifestation bifurcated in two teams:
 ICP: Team receives batches with bunch of different documents. While classifying them as AWB, CI
(Commercial invoice), Packing List, Dangerous goods declaration document, MPSL (Multiple piece shipment
list), Certificate of origin; user were capturing critical information from AWB. This information was captured for
custom purpose
 CDE: (Core Data Entry): Post ICP, server auto bifurcates AWB and other documents for keying. Information
on the AWB gets captured during CDE as per the custom requirement. TAT was depending on flight
departure, which was inbuilt in the application KAM tool
 Monitoring of the ICP and CDE materialises through KAM tool(Key activity monitoring tool)
 Post manifestation, information auto routed to required station/custom officers through inbuilt routers in the
system. Clients were conducting 10% random sampling audits to calculate the process health
Special project and Transition:
 Post completion of ramp up and stabilization; moved to setting up the BCP site at Airoli Mumbai for FedEx
 During the project, hired 45 colleagues from VIZAG and I was responsible for their training, system testing,
UAT, networking, accommodation, facilities, transportation, further recruitment, ramp up and stabilization
 In co-ordination with enabling units managed to furnish this project in approximately 2 months
 Considering vital role in setting up the site at Airoli, I have been given additional responsibility to set up the
site at VIZAG for the same process
 At VIZAG; I was a part of setting up infrastructure right from UPS set up, Colouring, networking and testing,
setting up the training rooms, cabins. Post completion of infrastructure I was actively involved in recruitment,
training and ramp up.
 Within 5 months of time site was operational with 100 fte’s
 This is the biggest achievement in my carrier; received multiple awards for the same

3. Experience Insurance
Healthcare claims:
 MMCo provides supplemental benefits to policy hotilders under Medicare and Tricare. The team enters claim
data from Medicare / Tricare “Explanation of Benefits” (EOB) on system. The Registrar then takes certain rule-
based decisions to settle the claim.
 Claims that are not settled at the registration level are sent for review or marked as pending for further
Adjudication. At this stage some additional and complex decisions are taken by the Adjudicators to settle the
claim.
Employer Benefit:
 Catering services to the individual policies purchased under group insurance. The Apps team reviews
applications and health forms received from the client and takes decisions basis a set of rules across group
universal life, term life, accidental death/dismemberment, short term disability, basic life, major med, cancer,
hospital income, CAT major med, Medicare policies for employer groups & associations. They order / print
letters and process reports when prudent e.g.: pending report, issuance report, etc. Different work types
covered under apps are New Applications, Health Forms, Carrier Mails, MIB (Medical information Bureau).
 The Changes team reviews and completes policy owner service changes such as coverage
increase/decrease, address updates, correspondence, beneficiary updates, etc. received from policy holders.
They also process reports and carrier mails with decisions like approvals/declines/closeouts and status
updates received from various carriers
Achievements
 Client VOC of 9.75 out of 10 for 2014
 Client awards for exceptional contribution towards team success in 2013 and 2014
 Successful transition from onshore , Client VOC of 9.25 out of 10 in 2013
 Successfully established two BCP sites for the organization; Mumbai and Vizag in 2012
 Awarded with “Galaxy award” for the year in 2012 for vital role in setting up BCP site
 Managed the overall backlog clearance during the critical situation
 Promoted 2 Assistant managers and one Group Manager
Company : Maersk Global Service Centres
The A.P. Moller - Maersk Group is a worldwide conglomerate operates in some 130 countries and has a workforce of
some 115,000 employees. In addition to owning one of the world’s largest shipping companies, they involved in a wide
range of activities in the energy, logistics, retail and manufacturing industries
Date : Sept 10 – March 11
Position held : Assistant Manager Operations
Process : Business Process Management
Responsibilities:
 Ensure all scorecards / reports are prepared / shared with relevant stakeholders (internal process managers /
management as per agreed standards defined by CENGSC.
 Team Dynamics
 Centralized reports across OPS with timely, accurate and genuine data for Stakeholders and
management from a single desk to assist in decision making.
 Centralized reports across OPS with timely, accurate and genuine data for stakeholders and
management from a single desk to assist in decision
 Partner/Cater to GB/BB projects being run across the organization.
 Increase the scope of Reporting
 Gain efficiency & Reduce Cost
 Maintain Product Catalogue: List of reports handled by GSCOPSMIS team.
 Provide trend Analysis to assist in decision making. Volumes / Productivity /Accuracy/Error
 Capacity Management
 Centralization of reports (Single point of contact)
 Standardization of reports
 Report enhancements using PEX tools / methodologies (layout, automation etc.)
 Support GSC/Others on Adhoc / regular requests

4. Experience Company : Capita Offshore Business Services
Capita Offshore Services is a subsidiary of Capita Group Plc. Capita led the evolution of business process outsourcing
in the UK in the 1980s and is now the UK’s number one outsource provider.
Capita Offshore Services caters to a variety of clients ranging from Financial Services providers and UK Public Offices,
to Insurances companies. Our transactions range from back office data processing, to highly complex KPO functions
covering multiple industry sectors.
As the world's leading insurance broker and risk advisor, Marsh is devoted to finding the opportunity in risk. From risk
identification and assessment, to quantification and prioritization, to risk mitigation and financing.
Date : Sept 08- Aug 2010
Position held : Team Manager
Process : Marsh
Responsibilities:
 Transitioned and stabilized the process in a span of 3 to 4 months
 Led improvement projects to maintain the transport cost per employee at Rs.2047 per month through efficient
rostering as against the company benchmark of Rs.3,100.
 Drive operations and planning of the team ensuring that they continuously deliver on quality, speed and
accuracy with the agreed upon KPI and SLA Framework.
 Conduct resource planning in line with complexity of processes;
 Review , maintain and update production planning and staffing;
 Develop and drive process recovery plans for breached SLAs;
 Oversee quality and work audits and ensure that all teams are compliant with
 internal and external regulations and procedures, including data security;
 Identify and analyze trends to ensure that potential issues are identified early and solutions provided
 Drive actions from Audit review findings;
 Initiated and successfully completed improvement projects which led to increased Seat Utilisation, better Span
of controls, Efficient Shift models, etc for Marsh which lead to increase in revenue and minimizing operational
costs.
 Evaluate, review facilitate and implement process improvement initiatives and projects;
 Execute transformation and migration plans;
 Liaise, coordinate and manage relationships with other departments and with the on-shore operations teams
(for balancing transaction volumes, planning);
 Participate in recruitment of team members.
 Handle second level escalation calls;
 Successfully built excellent relationships with UK counter parts in Marsh thereby maintaining an average
CSAT of 8 out of 10 consistently;
 Expand scope of operations to add value to the customer;
 Variously report on performance of teams, process health, service quality, customer feedback, and attrition
and any other key issues or analyses to the Senior Manager and on-shore teams.
 Maintain adequately cross trained resources;
 Employee Satisfaction score of more than 93% in the survey conducted in November 2009.
 Implement rewards and recognition programs for the team;
 Conduct periodic performance appraisals and meetings and provide on-time feedback
Process:
Claims: Deals with loss occurrence, updating loss details, documents and invoicing
 Initial Advice: New notification of loss to the insured
 Interim Advice: Amendments on the loss, reserve update, Adjustors appointment
 Indemnity Settlement: Putting the insured in the same financial position after a loss as they were before the
loss
 Fee Settlement: Payment to third party for their services
 Loss Run: Preparation of detailed report on loss made for a particular assured
 Diary dates: Chasing for the updates
Programme Analysis: Detailed analysis of claims data to create claims analysis report
 Data Requesting
 Data Cleansing
 Data Analysing
 Data formatting
 Creating dashboard

5. Additional Responsibilities taken up were:
 Taking care of system related / IT issues for the entire process.
 MI issues for the process
 Co-ordinate Transport for the process and take care of any issues/concerns.
 In charge of the Brain wave project.
Achievements
 Capita started its new site in Pune with the Marsh Project. It therefore required Training, Facility, Transport &
HR activities to be taken care off in its initial phase of set up. I was responsible for new staff Training,
networking and System testing (UAT)/issues, till the process went live.
 Awarded by Group CEO for the contribution made during the Transition phase of Capita-Marsh
 Awarded for exceptional contributor towards the operation and support function.
 Best Team Manager Award for the first quarter of 2009.
Company : WNS Global Services
WNS Global Services is a recognized leader in business process outsourcing (BPO). (Listed in New-York Stock
Exchange).
It serves several industries, including travel, insurance, financial services, healthcare, professional services,
manufacturing, distribution and retail and also provide essential corporate functions, such as finance and accounting,
human resources (payroll and benefits administration), research and analytics.
Date : Jan 03- Sept 08
Position held : Team Leader
Process : Insurance – Marsh
Responsibilities :
 Managing SLA & Quality
 Constant analysis of the existing process to look for the scope of increasing the efficiency of the existing
process.
 Resolving queries, Preparing MIS (Management Information System – detailing the performance of the team)
 Preparing analysis on Team performance (productivity / quality )
 Workflow Management & Reports
 Client Interaction.
 Conflict management if any
 Resource and Leave Planning.
 Training for new joiners
 Resolving transport and IT issues.
 Worked on improving Cross Functionality across various sub processes
 Raising CRF (Candidate Requirement Form) for backfill.
Process:
Placement services:
 Broker Support: Generate the risk number, creation of renewals and incorporation of endorsement
 Technical Support: Deals with loading of risk onto the system (Risk Load up), Creation of cover note,
covering letter and generating invoice/transaction. Processing endorsement, updating endorsement tracking,
technical racking
 Indexing and filing: Indexing and filing done for Pans and signed lines
Achievement:
 Awarded as Best Team Leader twice in the year 2006 & 2007.
 Awarded as the most Resourceful Person in Marsh.
 Awarded by retention champion award for 2007-2008.
 Reduce the processing median from 45 hrs. To 17 hrs
 Successful project on query resolution.
 Awarded as Star Performer
 Awarded as High Flyer

6. Company : Mascon Computer Services Pvt. Ltd
Mascon Computers Services is an ISO 9001:2000 Certified Company providing Data Entry & Document
Management Services.
We do Data Entry/Document Conversion Projects of every description regardless of format and language with high
quality and quick turnaround time.
Date : Jul’ 01 – Dec’ 02
Position held : Admin Supervisor
Responsibilities
 Training of New Hires
 Uploading and Downloading of Projects
 Invoicing
 Regular Customer Interaction
 Job distribution among the Group Leaders
 Prepared MIS Report
 Process improvements with the help of management team
Education: Bachelor of Science
DOB: 19
th
Feb 1980
Passport: F8859515