Kishan Harwada

10+ years in US insurance operations. I'm a Business Process Consultant at Allstate India, and I came up through the work I now redesign. I spent six years processing auto policy changes, moved into supporting a product built from scratch, and in 2024 became the first person from Allstate India selected into the consultant role through the Global Talent Share Program.

Today I own process design for two auto insurance lines and about 75 people across five operations. I like finding the manual work nobody questions and building the case, the tool or the fix that removes it. I also design, so I pay close attention to how a screen feels to the person using it every day.

First Allstate

India employee picked for the BPC role.

Business Process Consultant (Designation: Customer Service Consultant I) at Allstate India Private Limited (2024-04 – Present)

• Wrote, costed and presented seven cost-saving business cases, now approved at $65.3K and 1.50 FTE a year. Each was vetted by senior consultants and signed off by a Senior Manager.
• Turned an idea I raised as a support specialist into a $149K Billing-funded rate-testing project, and re-sized it as the rollout changed, from 8.1 FTE down to 3.5.
• Took the relay layer out of the e-signature process, so processors deal directly with the customer team. Five handoffs instead of eight, and 0.71 FTE back each year.
• Stopped a weekly driving-record exception task once the data team could no longer support its side, after getting business partners to agree. 0.51 FTE and $36.6K a year freed.
• Replaced a per-policy accounting request with one batched daily file for late-charge reversals, and set up a shared mailbox that files agent emails for auditors automatically.
• Own process design for ASC, Allstate's new digital insurance line, and since May 2026 every Classic Auto process as the only consultant. Run the weekly process governance meeting, quarterly production calibration, operational risk reviews and audits, and incident tickets in ServiceNow.
• Passed formal consultant validation in January 2026 on all seven assessed competencies.

Processing Support Specialist (Designation: Customer Service Analyst III) at Allstate India Private Limited (2023-01 – 2024-03)

• Built an Excel premium rater that works through about 170 rating factors on its own, cutting the time to rate a profile by 50–88%.
• Suggested testing every state's rates before launch. My frontline leader and a Senior BPC approved it, and it grew into a funded project that I later ran.
• Replaced a seven-minute CRM search with a lookup tool that answers in under ten seconds, now used by teams in India and the US.
• Noticed the new policy system had lost its backdate warning and proposed a colour cue, navy for today and black for a past date, which the UI/UX team built.
• Ran user acceptance testing on seven policy-change procedures before release, and built a department-wide effort calculator that turns planned volumes into a day's effort.

Processor and Trainer, Michigan Auto Reform (Designation: Customer Service Analyst III) at Allstate India Private Limited (2022-04 – 2022-12)

• Co-wrote the training plan for a state auto insurance reform and trained 113 colleagues. Every one of them passed validation at the first attempt, with a 97.83% score.

Processor, Auto Trailing Documents (Designation: Customer Service Analyst II) at Allstate India Private Limited (2019-04 – 2022-03)

• Ran at 127.48% efficiency with 100% customer quality, measured by the workflow system rather than self-reported, and was recognised by our US partners for process excellence.

Processor, Auto Backdated Endorsements (Designation: Customer Service Associate III) at Allstate India Private Limited (2016-06 – 2019-03)

• Started as Trainee of the Month and went on to hold 125.75% efficiency at 100% quality for 11 consecutive months.

PGDM in Finance – Balaji Institute of International Business (2014-06 – 2016-04)

BBA in Human Resources – KLE Society's College of Business Administration (2011-06 – 2014-04)