VIPIN JOSHI
Philippine, Manila
Summary
18+ year of experience in the area of consulting, Quality Control and Assurance, operation and lean six sigma, Spearhead Transformation projects in Insurance P&C, banking and capital market,Utilities and technology vertical - Led initiative related to Front office transformation, Robotic Process Automation and Enhance customer experience Organized Assistant Vice President considered expert in Process transformation and operation Management. Committed to working with astute teams and on challenging projects. Pursuing role where background in successfully obtaining results will be highly valued.
Overview
15
15
years of professional experience
Work History
VP - Lean Digital Transformation
Genpact
03.2022 - Current
- Leading Strategic Projects and Conducting Diagnostic Business Assessments , Identifying opportunities & Creating Value Generating roadmaps for key CXO priorities
- Driving Operations Modernization Initiatives, Leading Value Generation initiatives and drives through various levers including Digital, RPA, AI/ML, Analytics, etc
- Collaborate with various functions- practice, reengineering, digital technology and operations teams
- Leading Continuous Improvement & Transformational Initiatives across various Contact Centre accounts in Banking-Financial, Insurance, Healthcare domains
- Working cohesively with the Solutions & transitions teams in building first time right business solutions & migration models
Senior Assistant Vice President
EXL Service, Philippine
10.2021 - 02.2022
- Manage end to end delivery of the Business Transformation Projects to drive process and performance improvement
- Lead Insurance Digital Capability Development Program and defined strategic for deploying digital capability
- Collaborate with Advance digital Technology team to design develop new products that will reshape digital in insurance property and casualty worker compensation market
- Lead transformation solution design for RFI and RFPs
Assistant Vice President
EXL Service
09.2019 - 09.2021
- Responsible for overall quality initiative (Digital Transformation, transaction Quality and process improvement)
- Responsible for identifying and deploying transformation initiative at client and engagement level
- Partnered with Analytic in building speech analytics which helped in improvement customer experience
- Partnered with Analytics in building predictive model which helped in improving the sales by 15%
- Leading Front office transformation to improve customer experience, Call deflation and improving call handle time
- Delivered $ 3 MN business impact.
Sr Manager
Cognizant Technology Solutions Philippines, Inc
05.2016 - 09.2019
- Transformation, Program Management, Robotic Process Automation, Point Solutions, Capacity Model, Lean Six Sigma, Small Automation, RFP/RFI, New Business Transitions, Due Diligence,
- Solution Design, Service Delivery/Operations for Insurance vertical - WC, Claims and Contact Center
- Digital Initiative to drive cost saving of $4.5 MN
- Identification of opportunities for RPA deployment, create a plan for deployment and program management for RPA deployment and other AI tools
- Identification of Platform solution to maximize the operation efficiencies thus reducing the cost
- Call Center optimization
- Develop business architecture using requirements such as scope, processes, alternatives, and risks
- Analyze client's business requirements and processes through document analysis, interviews, workshops, and workflow analysis
- Engage client to gather software requirements/business rules, and ensure alignment with development teams
- Generate Cost saving & Maximize revenue through continuous improvement projects
- Continuous Improvement
- Leading, motivating, and influencing project teams, to drive Continuous improvement.
Sr Manager
Sutherland Global Services, Philippine
07.2015 - 03.2016
- Davao
- Operation, Excellence and Quality lead for Davao Managing Multiple accounts for both voice and Non-voice, for banking and financial, Telecommunication, travel and software & technology with 3000+ FTEs across US, Canada, India, Philippines and Colombia
- Drive continuous improvement agenda across the Site, (Governance, Execution and Training) for increasing the Contribution Margin
- Establish operating structures for identifying and solving business problems, lead/mentor projects at a global scale
- Deploy COPC OSP framework across all operating sites
- Conceptualize and build continuous improvement culture within various teams across the organization Key projects: Repeats reduction, Transformation of end-to-end operations (Recruitment-Training-Delivery-Quality, etc.), CSAT-NPS improvement.
Manager
Metlife Global Operation Support Center
10.2012 - 07.2015
- Consulting lead for APAC region for Metlife business
- Process - reengineering/redesign
- Created and Deployed Lean Strategy for GSS
- Delivering High Impact Organizational projects with $5MN
- Onsite consulting for Billing and Remittance optimization project with efficiency gain of ~30%
- Onsite Consulting for Implementing IT Process based on IITL methodology
- As a role of solution engineer, responsible for conducting operations assessments, identifying transformation opportunities, designing solutions, creating transformation roadmaps, implementing target operating models
- Operation assessment for Malaysia and Hong Kong business (Newly acquired entity of Metlife)
- Lead the Span of 500 FTEs of Group Benefit Operation LOB that include project management around business excellence deployment (DNA Building, project execution & Governance).
Senior Quality Consultant
United Health Group, India
08.2011 - 10.2012
- India, Haryana
- Program management for reverse migration of 300+ FTE process from vendor to HUB Knowledge of US health insurance (Specially working on Payer site of business, Optum)
- Promoting Six Sigma & Lean culture in the organization
- Mentor Green Belt projects with benefit if $1.5 MN
- Drive Kaizen across the organization
- Performing Gap analysis and identifying key customers CTQ and devising mitigation plan to help fulfill all the gaps
- Identifying and executing high potential Six Sigma projects
- Support Operation in setting up SLA , Transactional monitoring framework and success measure of the process for any new migration
Manager
Apollo Munich Health Insurance
09.2010 - 08.2011
- Program management for reverse migration of 300+ FTE process from vendor to HUB
- Knowledge of US health insurance (Specially working on Payer site of business, Optum)
- Promoting Six Sigma & Lean culture in the organization
- Training workforce on Six Sigma & Lean concepts (WB/GB / BB)
- Mentor Green Belt projects
- Drive Kaizen across the organization
- Performing Gap analysis and identifying key customers CTQ and devising mitigation plan to help fulfill all the gaps
- Identifying and executing high potential Six Sigma projects
- Support Operation in setting up SLA , Transactional monitoring framework and success measure of the process for any new migration (Manager, Business Excellence.
Assistant Manager
Exl Services
09.2008 - 08.2010
- Handing the team of 15 Quality analysis and assisting the operation for developing the transaction Monitoring framework
- Promoting Six Sigma & Lean culture in the organization
- Training workforce on Six Sigma & Lean concepts (GB / BB)
- Mentor Green Belt projects.
Education
Bachelor of Commerce - Commerce
Delhi University
DelhiSkills
Consultingundefined
Timeline
VP - Lean Digital Transformation
Genpact
03.2022 - Current
Senior Assistant Vice President
EXL Service, Philippine
10.2021 - 02.2022
Assistant Vice President
EXL Service
09.2019 - 09.2021
Sr Manager
Cognizant Technology Solutions Philippines, Inc
05.2016 - 09.2019
Sr Manager
Sutherland Global Services, Philippine
07.2015 - 03.2016
Manager
Metlife Global Operation Support Center
10.2012 - 07.2015
Senior Quality Consultant
United Health Group, India
08.2011 - 10.2012
Manager
Apollo Munich Health Insurance
09.2010 - 08.2011
Assistant Manager
Exl Services
09.2008 - 08.2010
Bachelor of Commerce - Commerce
Delhi University
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