Shruthi Rai

Result-oriented Senior Process Lead with over 10 years of experience in US Insurance Operations, specializing in Personal and Property & Casualty (P&C) insurance, Client Interaction and UK Transfer Agency. Demonstrated success in leading US, UK, and China client transitions, stabilizing operations, and managing multiple accounts simultaneously while leading teams of up to 35 members. Expertise in process optimization, standard operating procedure (SOP) development, team leadership, SLA compliance, billing operations, and performance reporting.

A highly adaptable and goal-driven professional with a strong commitment to continuous learning, operational excellence, and delivering high-quality results in fast-paced, high-pressure environments.

SENIOR PROCESS LEAD – SERVICE DELIVERY UNIT at Resource Pro (Present)

• Lead end-to-end insurance operations, ensuring strict adherence to client SLAs, quality standards, and data security requirements
• Manage day-to-day workflow and escalations, delivering accurate and timely outcomes in a high-pressure environment
• Lead and mentor a team of 20 members, handling work allocation, performance management, coaching, and productivity improvement
• Drive successful US/UK and offshore client transitions, ensuring process stability, knowledge transfer, and team readiness
• Develop and maintain SOPs, process documentation, and training materials to ensure consistency and compliance
• Track KPIs, productivity, and quality metrics; prepare operational reports and present insights to leadership and clients
• Identify process gaps and lead continuous improvement initiatives to enhance efficiency, quality, and customer satisfaction

SENIOR PROCESS ANALYST - SSM at Gallagher Service Centre

• Initiated and managed services Client Service Managers in branch activities as Service Support Manager
• Acted as primary contact for Client Service Managers, enhancing process navigation efficiency
• Responsible for end-to-end support for middle office services
• Liaison with the core operations team for clarifications, instructions, etc.
• Collaborated with branch to identify additional process support and service opportunities
• Helped in reducing or eliminating the multiple hand-offs and contacts with the back office
• Maintained reports, trackers and created SOPs for branch-requested activities
• Conducted and coordinated calls with Client Service Managers, presenting weekly and monthly summaries

BUSINESS PROCESS LEAD at Tata Consultancy Services

• Served as SME for Property and Casualty, supporting Liberty Mutual Insurance Company
• Managed policy renewals and binder reviews, ensuring correctness and implementing client changes
• Designed and updated team SOPs and checklists for streamlined operations
• Adhered to quality, productivity, and utilization as set in KPIs
• Monitored team tasks to ensure completion within SLA
• Organized monthly client meetings to understand requirements and relay team developments

SENIOR PROCESS ASSOCIATE at Marsh McLennan Global Services

• Validated carrier-issued policies against binders, expiring policies, and supporting documents
• Maintained precise records of insurance policies, claims, and communications for compliance audits
• Liaised with insurance carrier to finalize policy issuance
• Delivered process and insurance basics training to new joiners
• Reviewed crucial documents to prevent errors and omissions before client submission
• Coordinated with management for reporting documents

SENIOR ASSOCIATE - OPERATIONS SPECIALIST at Atos Syntel

• Managed and executed mutual fund operations for UK-based clients
• Processed cash and stock transactions accurately across multiple systems
• Handled transactions and balanced cash accounts to prevent breaches
• Coordinated team members across India and UK to meet stringent deadlines
• Managed diverse tasks across various work types in process operations Handled queries and ensured timely delivery to clients
• Performed AML verification essential for investment completion
• Monitored daily cash deposits and withdrawals for clients' accounts
• Specialized in verifying accuracy and completeness of operational deliverables
• Developed customized monthly investment strategies based on client requirements

MASTER'S IN COMMERCE in Accounts and Finance – Mumbai University (2020-01 – 2022-12)

BACHELOR OF COMMERCE in Accounts and Finance – Mangalore University (2013-01 – 2016-12)