Rajiv Ranjan

RAJIV RANJAN 📍 Gurugram, India | 📞 - &- | 📧-| 🌐 linkedin.com/in/rajiv-ranjan-2b28a212/ PROFESSIONAL SUMMARY Operations Manager with 18+ years of cross-functional experience in the BPO/ITES and Insurance domain (P&C, Lloyd’s Market) specializing in transitions, project management, SLA/KPI governance, and claims operations. Proven record in managing large-scale teams, executing global transitions, and driving process improvements using Lean Six Sigma methodologies. Adept at stakeholder engagement, ISO documentation, compliance oversight, and operational reporting. CORE COMPETENCIES Operations & Delivery Management (P&C Insurance, Claims, Policy Servicing, Lloyd's Market) SLA/KPI Reporting | Transition & Migration Projects | Governance & Risk Control Quality Assurance | ISO Documentation (QSD, TSD, BCP, DRP) Client Engagement | Performance Monitoring | SOP Creation Tools: Tableau, Cadence, Guidewire, Genius, SAP Concur, MSD, Visio & Blueprint Certifications: Lean Six Sigma Green Belt, Property & Casualty Insurance, First Time Lead (Cognizant, 2022)| GDPR & Effective People Management (WNS, 2024)| PROFESSIONAL EXPERIENCE Deputy Manager – WNS, Gurgaon & Pune Jan 2023 – Present Lead Lloyd’s London Market client processes, managing SLA/KPI reporting and operational governance. Directed multiple transitions and onboarding projects, with full accountability for SOPs, SLA baselining, and end-to-end delivery. Handled ISO and risk documentation, maintained process risk registers, and led CAPA reviews. Oversaw a team of 80+ across locations; delivered operational enhancements improving SLA by 20%. Responsible for updating Vital Signs application monthly considering SLA and process health. Conducted weekly/monthly governance with internal/external stakeholders, aligning on project timelines and quality assurance. Team Leader – Cognizant, Noida & Hyderabad Sep 2021 – Dec 2022 Led a team of 45 QA professionals managing SLA/KPI tracking and operational reporting across 250+ FTEs. Transitioned multiple US P&C client processes; standardized procedures and improved SLA adherence. Owned stakeholder communications, performance dashboards, and quality review cycles. Managed monthly & quarterly ratings for DRs. Leveraged expertise in Project Management Professional (PMP), Information Security & GDPR, Integrity certifications to drive operational excellence and compliance. Leveraged Lean Six Sigma and InfoSec knowledge to embed compliance and operational rigor. Management Trainee – Genpact, Noida Oct 2019 – Sep 2021 Managed P&C insurance transitions (claims & underwriting) for UK clients, including Genius, Ignite, Workview & Cadence systems. Led a team of 35 resources for a prominent UK-based P&C insurance client, driving training, new business transitions, and operational excellence. Implemented daily FLM (Front Line Manager) dashboards, enabling real-time monitoring of key performance indicators and operational metric. Managed monthly & quarterly ratings for DRs. Streamlined claims data migration projects and performance dashboards (FLM-based). Recognized with two Silver Awards for project excellence and resource mentoring. Senior Compliance Executive – EXL, Noida & Bengaluru Jan 2012 – Oct 2018 Led compliance for 7 global P&C clients (US, UK & Australia); managed contractual audits, ISO documentation, and regulatory adherence. Directed a team of 100+ across operations and quality; implemented control checks and data security protocols. Was 2nd level reviewer for Enforce application considering SLA and process health report for F&A clients. Reviewed billing/invoice reports, client-specific SOPs, and compliance reporting (SLA/KPI performance). Customer Care Executive – IBM Daksh, Gurgaon Nov 2007 – July 2011 Analyzed data and shared the improvement plan with operation. Maintained reports & documents. Prepared critical reports for UK based utility client. Prepared reports for NPS, AHT, Daily Performance, SLA & KPI. Prepared Monthly incentives for Delhi LOB. Coordinated with client regarding performance. Prepared ADHOC requests on the request of operation and clients. Customer Care Executive – EXL Pune Mar 2006 – Nov 2007 Worked for leading utility service provider in UK . Prepared critical reports for UK client. Involved in updating the customers’ data on Siebel. Interacted with client over the phone for technical queries. EDUCATION Master in Personnel Management – Sinhgad Institutes, Pune University (2005) Diploma in Labour Laws & Labour Welfare – Sinhgad Institutes, Pune University (2005) Bachelor of Science (Physics) – Patna University (2001)