1. Professional Profile for Ravi Kumar S
Address - Nationality – Indian
House No 672/6, 1st
Floor Date of Birth – 01st
Aug 1978
20th
Cross 2nd
block Mobile - +91 99453-00770
Rajajinagar E-mail – ravikumar8280@gmail.com
Bangalore - 560010
Personal Profile
I have 10 years of experience in the ITES industry. For the last 8 years, I am associated with UK insurance industry
and have hands on experience in operations, process and data management. Manage Team of 25 FTE’s
completely responsible to groom, motivate to achieve the client deliverables and contractual reporting. I also
carry relevant business experience in the Inbound / Outbound - US / UK operations domain.
Career History
1. WNS Aviva Global Services, Bangalore (Sep 2006– Till date)
Aviva, the UK based insurance company is the world's fifth-largest insurance group. Leading providers of life,
pensions and general insurance products in Europe along with substantial businesses in most parts of the world.
Assistant Manager - Ops (Dec 2014 Till date)
 Review and analyzes performance metrics to identify areas of opportunity that will drive performance
improvement.
 Ensures that Associates have a clear understanding of the performance and behaviour criteria and how it
impacts site performance and the overall customer experience
 Manages schedules, monitors adherence, time-off planning, and attendance in partnership with Workforce
Management.
 Participate in daily Kaizen events to identify and implement process improvement change initiatives.
 Maintains a positive and professional demeanour always portraying the company in a positive light and
effectively managing sensitive issues.
 Demonstrate excellent time-management skills and the ability to work independently while using
departmental resources, policies and procedures.
 Liaise with other departments such as Customer Service, Underwriting , or onshore teams as required to
resolve any issues and questions
 Accountable for creating a high performance culture that motivates associates to demonstrate levels of
ownership
 Conducts client’s interaction, audits and provide coaching to improve performance.
 Partner with workforce management to execute daily staffing plans, identifies and reports significant volume
and capacity changes, making just-in-time adjustments to ensure staffing requirements are met to achieve
service levels goals.
 Implements performance goals, monitors and evaluates against pre-set goals implementing action plans to
resolve performance barriers as needed.
 Conduct root cause analysis on helpdesk service requests, provide analytics & reports on number of tickets
raised, address issues( pain points) impacting the end to end process
 Internal SPOC to supply data to Analytics for BI score card. Assisting the RNA team to report and correct any
anomalies in all contractual reporting.
 Demonstrated highest level of integrity, intellectual honesty, and strong work ethic.

2.  Drive continuous improvement culture through training, co-ordination and implementation of principles of
Lean/Six Sigma in day-to-day operations in KPO/BPO.
 In addition to being responsible for achieving and exceeding teams defined metrics through sustainable
change or process improvement. be expected to participate in strategic planning, project road mapping
activities of the team
 Identify trends in team performance and recommends/ implements change to constantly raise the
Performance levels in the team
Profile: Lead Associate WFM & Ops: ( Apr 2012 )
Responsible for business data for the process and UK team coordination
 Manage the HUB Allocation Team with the Span for 25 FTE’s
 Responsible on End to End Process, Goals & Client Deliverables.
 Requesting for regular schedules to manage operational activities on a day to day basis.
 Adherence to schedules shared by Operations through efficient coordination which support operational
efficiency
 Manage the requested head count v/s the Billable numbers with the UK & WNS team
 Prepare attrition reports on a weekly basis based on the planned and actual data. The reports are used for
monthly reviews and analysis & same at times would be used on streets
 Predict the attrition trend which is a key metrics for management discussions. Managing FTE projections for
regular business
 Read, Prepare & manage performance reports for the process
 Outline the monthly, quarterly & half yearly incentive file for all employees
 Defining the operational hours with superiors for training, operations and updates
 Front ending external and internal audits on process and data management
 Coordinating with the UK team on training needs. Also coordinating on their business itinerary
 A keen planner, strategist & implementer in devising plans aimed at sustaining profitability & cost-
effectiveness of business operations, delivery of quality customer service and enhancing operational
effectiveness
 Extraction of reports and present it present it to the Operations team
 One Point of contact for all kinds for Reports ( Internal and contractual )
 Preparing and updating the P & L Reports for the Process
 Interaction with all levels & departments to get things going smoothly
Profile: Claims Analyst (Sep2006–March 2010)
 Review claimants reports, negotiate and execute payments and establish liability
 Communicate with UK based medical specialists, medical agencies, police, medical professionals, witnesses,
claimants and solicitors to compile information via telephone and e-mail communication
 Develop effective business relationships internally and externally to ensure the claimant benefits along with
maintaining the Company’s profits
 Negotiating & Influencing liability issues with Solicitors & Insurance Companies and arrive at quantum
agreements. Share written proposals and quotations from the legal documents by precisely picking the key
points required for negotiation
 Have a keen eye to weed out fraudulent cases
 Provide quality advice; investigate/settle claims in accordance with service standards.
 Process RTA Claims and compensation pertaining to claimant’s losses
 Maintain daily / weekly and monthly data for the clients
 Maintain team work through interpersonal skills and team building activities
 Apt decision making and reasoning skills to substantiate decisions around claims
 Providing floor support to new hires during their OJT (On job training) within the process to build process
knowledge, and also achieve team as well as individual goals

3. 2. ICICI One Source, Bangalore (Mar 2005 – Oct2006)
An ITES company which provides business solutions to UK/US businesses
Profile – Outbound- Senior Customer Service Representative – Discover Bank A/c
 Up selling Insurance Policies on current account holders
 Involved in process training for new hires
3. BP Matrix, Bangalore (Sep 2004 – Mar 2005)
An ITES company which provides business solutions to UK/US businesses
Profile – Inbound Customer Service Representative - (US based Credit Card Company)
 Managing customers credit accounts and provide solutions to their day to day account related queries
 Conducting up selling activities on their existing accounts
Achievements Overall:-
Aviva Group -
• Have Trained and successfully completed Process Transition from Bangalore to Pune
• Lean Certified
• Recipient of ‘Aviva World Beaters’ Award for 2 quarters, played the role of a guide in using innovative
ideas to exceed SLA targets
• Best People’s Award Received for the quarter 2014
• Best performer Quality - for consecutive 3 months
• Best Team Award Received for - WFM
First Source
• ‘Best Customer Service Agent’ for maintaining the Sales AHT (Average Handling Time) throughout the
tenure in the process
• Trained New Hires , Certified process trainer
BP Matrix
• ‘Best Overall Performer’ and ‘Best Quality’ performer
Strengths
 Have a proactive attitude, excellent interpersonal, communication and organizational skills.
 Ability to lead teams as well as work as an individual contributor.
 Proficient at leading teams for operations and developing procedures, service standards for business
excellence.
 Possess in-depth knowledge of the UK Insurance industry.
 Ability with under stringent timelines.
 Interaction with all Levels & departments & deliver the process deliverables as per requirement.
Academic Qualification
• Completed Bachelors of Commerce (2011) – Periyar Institute of Distant Education , Salem
• Completed PUC – Department of Pre-University Education , Mysore
Key Accountabilities
Cost Spent, Settlements. Identify best practice & drive the same for claims processing. Understand service level
agreements of clients and ensure guidelines are met. Responsible for motivating workforce to manage employee
turnover. Improve & measure quality measures. Ensure 100% compliance on dossiers management. Handle staff
issues and ensure productivity levels are maintained as assigned. Performance Monitoring, data analysis for
service delivery, coach, train & provide feedback for effective performance management. Technical
responsibilities include managing & maintaining the following: Lifecycle of claim to Indemnity.