Sunil Ck

A tenacious, results-driven Operations Management Leader with 23+ years of progressive experience driving operational excellence, continuous improvement, and large-scale team leadership within the Healthcare Claims and Property & Casualty (P&C) Insurance domains. Proven track record of heading multi-layered management frameworks managing 150+ total FTEs through a leadership layer to consistently hit stringent SLA, quality, and customer milestones. A forward-thinking strategist recognized for challenging conventional methodologies by integrating cutting-edge Generative AI tools and Lean techniques to drive extreme process efficiency, accelerate turnaround times, stabilize complex migrations, and foster high-performing workplace cultures.

Operations Manager (Healthcare Pre & Post Renewals) at GALLAGHER CENTER OF EXCELLENCE (2026-01 – Present)

• Provide strong people leadership and strategic direction for Assistant Managers, Deputy Managers, Lead Specialists, and over 150+ employees to deliver a customer-centric experience.
• Formulate and drive weekly/monthly management insights (MI reporting), embedding analytical models to highlight capacity gaps and resource requirements.
• Lead the seamless migration, transition, and stabilization of new business lines.
• Drive a continuous improvement culture by leveraging Lean Six Sigma, encouraging Kaizen ideas, and pioneering the use of Generative AI tools to automate routine operational tasks, challenge conventional legacy workflows, and significantly increase team-wide efficiency.
• Infuse innovation into daily workflows, introducing advanced process enhancements that optimize productivity and boost claim adjudication accuracy.
• Collaborate across site leadership grids to manage forecasting, volume projection, and strategic capacity planning to efficiently absorb national claims volume.
• Own end-to-end Rewards & Recognition schemes to boost employee engagement, while overseeing targeted L&D strategies and staff domain certifications.
• Manage partner relationships proactively, mitigating risks and resolving escalations.

Senior Team Manager (Healthcare Pre-Renewal) at GALLAGHER CENTER OF EXCELLENCE (2023-04 – 2025-12)

• Motivate team to drive and achieve productivity, turn-around-time, and quality.
• Prepare, manage MI reports, draw insights & recommend improvements.
• Oversee migration and stabilization of process.
• Periodically review process requirements and ensure compliance.
• Drive process improvement initiatives and contribute to innovation.
• Manage client relationships and escalations.
• Develop and implement procedures to meet quality standards.
• Proactively seek opportunity to improve client experience and drive business growth.

Client Specialist / Operations Lead (Property & Casualty) at RESOURCEPRO (2021-07 – 2023-03)

• Directed daily operations for multiple client accounts, overseeing staffing thresholds to maintain a healthy balance of employee engagement and client satisfaction.
• Led, coached, and optimized the competencies of team members and supervisors through robust continuous performance evaluation cycles.
• Managed the onboarding of new corporate clients and highly specialized P&C operational portfolios.
• Designed and engineered strict procedures to capture volume surges, protect service delivery metrics, and stimulate incremental account growth.

Assistant Manager (Healthcare Claims) at AXA BUSINESS SERVICES PVT LTD (2014-07 – 2020-03)

• Led operational groups encompassing up to 26 direct FTEs, owning target SLA lines, billing structures, and cost optimization initiatives.
• Managed robust Strategic Resource Planning models, strategically aligning multi-site FTE networks across Bangalore and Pune to absorb high-stress queue cycles smoothly.
• Built long-term operational governance frameworks with onshore partners through continuous engagement and calibrated risk alignment.
• Conducted Risk Control Self-Assessments (RCSA) across disparate business segments to protect lines against compliance gaps.

Process Leader (Healthcare Claims) at AXA BUSINESS SERVICES PVT LTD (2009-11 – 2014-06)

• Headed quality audit matrices, low/high-value claim checks, and variance trend logging across multiple teams based in India and the UK.
• Designed operational curriculum, prepared training manuals, and facilitated ongoing modules to close training gaps and raise team domain competency.

Process Associate (Healthcare Claims) at AXA BUSINESS SERVICES (2004-09 – 2009-11)

• Reviewed, analyzed, and processed medical claim forms, complex healthcare invoices, and critical medical documentation metrics to ensure processing accuracy.

Quality Analyst (Mortgage Domain) at INDECOMM GLOBAL SERVICES LTD (2003-08 – 2004-09)

• Responsible for managing, designing, and delivering operational training and overarching process quality structures across the mortgage team framework.
• Formulated daily/weekly operational reporting architectures and dynamically maintained continuous leaves tracking infrastructure.
• Headed End-of-Day (EOD) Queue Management layouts, strategically allocating tasks based on individual competency skill sets to guarantee clean Close of Business (COB) delivery reports.

Bachelor of Science (B.Sc.) – St. Joseph's College, Bangalore University (2002-04)