Amit Jhindal has over 15 years of experience in operations management, project management, process improvement, and training and development. He is currently the Senior Group Manager at WNS Global Services, where he is responsible for training over 3,000 employees across multiple sites. Previously, he held training and quality roles at Sitel Global Services and EXL Service. He has extensive experience developing and executing training strategies, managing transitions, and driving process improvements. He has a B.Com from Bhagat Singh College and is certified in project management, quality management, and insurance domains.

1. AMIT JHINDAL
Mobile: 91-9764975426
E-Mail: ajhindal@gmail.com
India Address: N-9, Konark Campus, Viman Nagar, Pune
To render my service for an esteemed organization, which believes in delivering high quality ethical work culture,
provided an exciting and challenging environment to explore new dimensions of my knowledge base and opportunities
for growth in Operations Management / Process Enhancement.
Location Preference: Any
~ Nearly 15+ years of experience in ~
-Strategic Business Planning -Project Management -Process Management
-Operation Management - Training & Development -Process Improvement
-Relationship Management -As-Is / To-Be Analysis -Transitions
-SLA Management -Escalations -Team Management
Completed BlackBelt training from ASQ (American Society for Quality)
Presently associated with WNS Global Services as Sr. Group Manager (Assistant Vice President) Training from Dec’12 till date
Domain – Travel Shipping & Logistics
Job Role Training–
• Training responsibility for a headcount of ~ 3000
• Responsible for Pune, Mumbai, Vizag, Chennai and Nasik sites with Travel Shipping & Logistics vertical
• Developing strategies for smooth functioning of training transition to Operations
• Training strategy and implementation for new logos and farming businesses
• Managed transition role for a Shipping business- based out of China
• Strength operation delivery by way of training enhancement and automation
• Enhance and build strong Domain knowledge across levels
• Working closely with teams on planning and driving training initiatives
• Knowledge transfer and process stabilization for new logos
• Liaison with process and vertical heads to gauge performance and suggest subsequent plans
• Manage and develop Training teams across location for continuous improvement and succession planning
Achievements –
• Completed 4 training projects with a dollar impact on P&L for 235k USD
Previous Organization
Sitel Global Services as Manager Training and Quality from July’11 till Dec’12
Domain – Domestic & International Travel Business
Job Role Training–
• Training and quality head for a 700 headcount site
• Developing strategies for smooth functioning of training transition to Operations
• Mentoring and developing skills of Training and quality team members
• Drive improvements through ongoing monitoring, training and developing skills of frontline staff
• Working closely with teams on planning and driving training initiatives
• Plan and execute C-SAT scores improvement across the floor
• Work effectively on TNA, calendars and content development
• Liase with process and vertical heads to gauge performance and suggest subsequent plans
• Devise new innovative strategies for employee satisfaction and attrition management during training
• Manage and develop Training teams across location for continuous improvement and succession planning
• Deliver Leadership trainings across India through Webex sessions
Job Role Quality –
• Designed new quality form to strengthen process adherence and customer experience
• Plan and Allocate monthly work schedules to QA Team.

2. • Track Daily Call Monitoring Targets for the QA Team and publish daily reports to the QA Manager.
• Ensure that all feedbacks are happening and closed on time.
• QA Performance Management and Appraisal. (Monthly/Quarterly/Annual)
• Organizes and conduct Weekly/ Fortnightly Joint Call Monitoring (both internal & external) Calibrations
• Create reports and analysis of quality metrics (Trend analysis, Gap analysis and TNI closures)
EXL Service Pvt Ltd., NOIDA as Lead Assistant Manager- Insurance Client Operations Management.
Successfully handled 4 transitions process across the tenure.
A result-oriented leader with expertise in devising strategies aimed at enhancing overall organizational growth, sustained profitability of
operations and improved business performance. Excellent communication and collaboration skills with the ability to influence at all levels
of the organization. Proven ability to launch and maintain productive working relationships with parties in multiple locations. Strong
people leadership skills with a proven track record of mentoring, delegation and performance management. Proven skills in planning,
analyzing, sizing, and optimizing capacity to satisfy demand in a timely manner and at a reasonable cost. Demonstrated excellence in
overall quality management & making reports.
Experience in functioning as an escalation gate to resolve critical issues of the team members. Expertise in handling voice & blended
portfolios for US & UK telecom and Insurance clients. Possess excellent interpersonal, communication & organizational skills with proven
abilities in team management, customer relationship management & effective crisis management.
Domain Knowledge: Insurance & Telecom.
Certifications
 Intro 320 (Introduction to US personal & commercial Insurance) from AICPCU University, USA.
 INS 22 (Personal Insurance) from AICPCU University, USA.
 Certified Trainer on Property and Casualty Insurance by The Hartford Insurance Group, USA.
 Certified PMP (Project Management Professional) from IIT, Delhi.
 Six Sigma Green Belt Certification from EXL Service.
 Epiplex 500 certified by EXL Service – software is used for creation and developing SOPs, online assessments, DTPs etc
 Instructional Design – Training Content Development from NIIT.
Career Scan
EXL Services Pvt. Ltd., NOIDA Since Jan’08 – July’11
The Growth Path:
Assistant Manager- End to End Training Jan’08 – Aug’08
Assistant Manager- Client Operations Management Aug’08 – May’10
Lead Assistant Manager-Client Operations Management May’10 – July’11
Major Process Handled:
As Lead Assistant Manager
Green Belt Project on Improving Efficiency
Duration: 5 months
Scope: Reduce headcount by improving efficiency of the process.
Green Belt Project on Improving Accuracy
Duration: 6 Months
Achievements: Played a major role in improving quality by 4%.
Lean Project on Reports Reduction
Duration: 2 Months
Scope: Streamlining the process on generating or automating reports.
Key Highlights:
 Lead a team of 35 people so as to handle the process “Claims” by The Hartford Insurance Group, USA. It handled Personal and
Casualty Insurance processes.
Client – The Hartford Insurance Group
About the client – The Hartford Insurance Group is a 200 year old Property and Casualty Insurance Group in the US.

3. My role –Handling the claims part of business.
Manage process performance based on internal & external benchmarks.
Understand intra-day trends in inventory aging, productivity, and output levels.
Support six sigma initiatives and create optimal processes
Role Deep dive – Manage the
1) Policy Change Team – Service personal and commercial policies.
2) CCT FNOL team – First Notification of loss
3) Content Pricing team – work with adjusters in supporting them in pricing the contents and then settling the claim. Provide relevance
LKQ price for the items part of the claim
4) CL Claim set up team – responsible for identifying the policy coverage and setting up the claim
As Assistant Manager-Training
 Played a major role in handling transition of entire Training Department from Vertex India to EXL Service including mapping of all
training requirements
 Significantly contributed in managing and maintaining the required level of C-SAT during the learning curve and resource retention
during process training and learning curve.
Vertex India Pvt. Ltd., Gurgaon Sep’06 – Jan’08
Assistant Manager-Training
Key Highlights:
 Handled transition of the entire business from Vertex India including mapping of all training requirements.
 Managing a team of 15 trainers responsible for end to end training
 Accountable for managing and maintaining the required level of C-SAT during the Learning Curve.
Convergys India Services Pvt. Ltd., Gurgaon - India Jun’04 – Aug’06
Trainer
Major Process Handled:
Process: UK Telecom
Achievements:
- Worked with United Kingdom’s largest telecom brand.
- Played a major role in making process 100% C-SAT and quality driven.
- Actively involved in migrating the processes from UK.; acted as a Convergys and Client certified trainer
Key Highlights:
 Awarded with ‘Star of the Month’ several times and ‘Power of One Champion’ in 2006.
 Successfully completed the following development training:
- Interview Skills Training.
- CI – Continuous Improvement Training.
- Team Leader Development Program.
- Professional Facilitation Skills Workshop.
- Managing to Matrix for Positive Financial Results.
- Managing Diversity.
- Success through People.
EXL Services.Com (I) Pvt. Ltd., NOIDA Jun’02 – Jun’04
The Growth Path:
Customer Care Executive Jun’02 – Feb’03

4. Process Trainer (Voice) Feb’03 – Jun’04
Major Process Handled:
As Process Trainer
Process: UK Insurance.
Achievements:
- Involved in Migrating General Insurance Process from the UK (Liverpool).
- Played a major role in imparting training to new hires on UK insurance
- Acted as Team Member in CI – Continuous Improvement Project
As Customer Care Executive
Process: US Personal Insurance {Areas with BLC, Chicago (Life Insurance Process)}.
Presto Info Solutions-ITG India, New Delhi June’00 – Mar’02
Sr. Technical Consultant
Other Highlights
 Certified as Accelerated Learning Trainer by Orange Telecom Group, United Kingdom
 Gained onsite knowledge transfer / transition for:
o Aviva Motor Insurance, Liverpool, United Kingdom in 2004.
o Orange Mobile Telecom, United kingdom in 2004.
o Orange Mobile Telecom, United Kingdom (Process Pay Monthly Customer Service) in 2005.
o The Hartford Insurance Group, United States Process Enterprise Operations for property and casualty in 2009.
Awards & Recognition
 Awarded as best Manager for Q4 2011 (Sitel India)
 Awarded as best Lead Assistant Manager for Q4 2010 (EXL Service)
 Awarded as best Claims team on performance for Q1 2011 (EXL Service)
Education
 B.Com. from Bhagat Singh College (University of Delhi) in 2000.
Additional:
 Diploma in Computer Basics from STG International.