Dipti Saxena has over 12 years of experience in general insurance operations including roles in central product teams, hospital management, policy administration, and website development. She is currently working as a Process Excellence lead at ICICI Lombard, where she analyzes processes, identifies improvements, and ensures system developments. She has also worked at Prudential and HSBC in customer service and operations roles. She holds an MBA and has received training in areas like effective communication, entrepreneurship, and negotiation skills.

1. DiptiSaxena
205, Flyover Apartments, Andheri
Flyover, Near Teli Gali, Andheri East,
Mumbai-400069
saxena_dipti1@yahoo.co.in
+91-9833774189
8 years diversified work experience based in the GeneralInsurance Industry in Central
Operations taking care of Central Product Team, Hospital Management Team / Website
development, Policy Administration Team, Central Operations Group
4 years prior experience in Prudential UK & HSBC taking care of backend Customer service
operations
CERTIFICATIONS:
• ‘Maroon KAT-2’ certified by ICICI Lombard’s ‘Deeksha Learning Centre’ for clearing technical tests
on Wellness Management.
KEY SKILLS:
• Back Office Operations- Completely equipped to handle back office operations from transactional
level to team handling. Well equipped to take up any challenging role which would require clint
interaction
• Quality Improvement – Analyzing, identifying, recommending and monitoring gaps in the current
processes for various product lines.
• Team Handling - Handling a team of trainees for PAN India Hospital management team to empanel
hospitals & Policy administration team in order to upload the data into systems.
• Technology- Business analyst – from preparing change requests manual, performing UAT to Go live
stage.
CAREER SUMMARY
 ICICI Lombard GeneralInsuranceCo.Ltd. Prabhadevi (CorporateOffice),Mumbai,
Maharashtra (2006 – Present),Industry:GeneralInsurance,
 Current Role: Process Excellency (Central Productteam) (December 2013 till
date)
Process Roll out – Independently analysing the various corporate processes that are requested for
roll out, preparing process and notes and rolling out the processes for Pan India implementation for
policy booking.
Work involves constant interaction with senior management and other team’s stakeholders
(Underwriters, Central operations group, Legal team & Claims Managers at various levels)
Process Improvement-Scope is to analyse the current processes and better the processes for
smooth implementation.
The work involves detailed study of each & every process, anaylse gaps in all aspects as per
compliances and guidelines and recommend improvements for each LOB for smooth corporate policy
ACADEMIA & EDUCATION
June 2009
Master in Business Administration (Executive MBA) Full Time
MBA(2007-2009)
Narsee Mongee Institute of Management Studies, Mumbai.
June 2003 Masters in Commerce (MCOM),(2001-2003)
Mumbai University (Mumbai)
June 1998 Bachelor of Commerce, B.Com(1995-1998)
Hinduja College of Commerce & Economics, Mumbai

2. generation & monitoring the same to get plugged.
Technical improvement -
Ensuring system developments in order to avoid manual intervention
This involves observing processes which can be better handled with technology instead of manual
intervention. Liaising with internal technology development teams to develop backend logic for
improvising on the policy issuance process, new product logic developments
IIB Data submission & Automation: Monthly premium & Claims data submission to IIB for
corporate line of business. Currently this is being prepared on the basis of raw data from the systems.
In order to avoid manual intervention, currently working with the technology team to procure
formatted reports from the system.. The data is used by IIB to set industry trend.
Product Filing and Advertisement approvals- Documentation QC of the final set that is sent to
IRDA in order to file a new product. The work involves constant interaction with underwriters. Final
approval of all the advertisements in relation to complete content to enable the organization to
market the products..
 Previous Role: HospitalManagementTeam/ Websitedevelopment,Policy
AdministrationTeam,CentralOperations :(2006-2013)
Team Handling - Associating with process of Empanelment of hospitals into ICICI Lombard
General Insurance & handled all activities related to policy administration eg. Policy
Configuration by team handling, auditing of documentation e.g. agreements, fund transfer
details, tax exemption certificates, renewals etc.
Delegation-Assigningteamtask,monitoringperformance,mentoring / training of new recruits
and completing allocated task within turnaround time
Quality Checks/ Dashboards- Conducted quality checks for all procedures. Extracted,
maintained and reported MIS on daily / weekly basis. Tracked performance by publishing
dashboards for turnaround time.
Website Development - Involved in taking user inputs and prepare documents, critical
evaluationandtakinginitiatives to better web site & performed User Acceptance Test and final
go ahead on module
Training - Moved across the processing hub/ regional locations to train teams on the process.
Achievements:
o Integrated two systems through a unique code (CPI) which would help the organization for
better analyses and correct data output which would also help in auditing the processes.
o Anaysed the current gaps in the process and rolled out the modified notes which brought
into better understanding and considerably reduced queries which in turn released
bandthwidth.
o Streamlined the processes and formed an interactive module between Central & Regional
team
o Accountable for managing:
o Entire team after starting off as MIS Analyst in Policy Administration Team
 PrudentialProcess ManagementServices,Mumbai. (August 2003-Sept2005 Industry:
Insurance.,Role: Customer Service(backend operations),Hiranandani,Mumbai,
Maharashtra
 Profile- Handled all kinds of queries related to Life Insurance Policies
 Training- Arranged training for all new joiners and ensured their competency level
assessments
 TeamLead- ServedasTeamLead inabsence of Manager and resolved queries by providing
assistance to other colleagues

3.  Quality Assurance-Analyzed product knowledge tests for maintaining and enhancing
quotient of Trainees
Achievements:
o Selected for an onsite opportunity at client location in United Kingdom to attend &
conduct Migration Programme of Financial Critical and Industrial Branch Servicing
Process
o Independentlycontributedtowardssuccessfulprocessmigrationduring1monthfrom UK
to India
 Honkong ShanghaiBankingCorporation.,(HSBCLtd)Worli, Mumbai .(Jan2002 -Sept
2003),Industry:Banking,Role: CustomerServiceOfficer
o Profile- Efficiently handled inbound client calls in relation to credit cards and banking
queries.
TRAININGS CONDUCTED:
 Moved across the processing hub/ regional locations in ICICI Lombard to train teams on the
process.
 Conducted regular trainings at Prudential Process Management Services for all new joiners and
ensured their competency level assessments
TRAININGS ATTENDED
 2 full day training programs organized and sponsored by ICICI Lombard as part of the Deeksha
Learning Center’s Workshop (HR Training & Development exercise) on:
o ‘Effective Communication’.
o ‘Entrepreneurship & Time Management’
o ‘Negotiation Skills’.
o Building and Nurturing talent
STRENGTH AREAS :
o Proficient written & verbal communication.
o Effective and diversely interactive.
o Keen to take up challenging and creative assignments.
EXTRAMURAL ENGAGEMENTS:
o Won WomenSingles’andMixeddoublesinCorporate Table TennisTournamentsheldat
Prudential ProcessManagementServices
o ActivelyparticipatedinCSRactivitytoprovide medicalcheck-uptoschool children
PERSONAL DETAILS :
DOB-20 January 1978 Marital Status: Single Gender: Female
Permanent Address-205,
Flyover Apartments, Andheri
Flyover, Near Teli Gali, Andheri
East Mumbai 400069
Cell No- 9833774189
Languages: English, Hindi,
Gujarati
HOBBIES : Sports, Travelling, Reading.
REFERENCES : Available on request
ADDITIONAL DETAILS : Available to relocate within India and Internationally