1. Swati Nitin Thombare
Tel: 022 - 2588 2230 Mobile: 09821916614 E-Mail: swatint@yahoo.co.in
Career Goal: Seeking a challenging role in Operations, Process Excellence, preferably
in BFSI sector.
Professional Summary:
 An Economics graduate with Diploma in Financial Management, having 12+years’
experience in business process implementation and general management of service
industry.
 RABQSA Certified Six Sigma Black Belt Professional.
 Certified Assessor for RBNQA (Malcolm-Baldrige) and CII-EXIM (EFQM) Business
Excellence models.
 APMG Certified Change Management Professional.
Core Competencies:
Technical:
 Hands on experience in process documentation and project implementation by using
project management methodology.
 Demonstrated experience of using Six Sigma Quality tools and techniques such as FMEA,
Ishikawa, and Process Mapping etc.
 Empaneled Assessor of IMC RBNQA (Indian Merchant Chamber – Ramakrishna Bajaj
National Quality Award) and CII-EXIM (Confederation Institute India and EXIM bank)
Business Excellence Award.
 Working knowledge of Lean tools- VSM, 5S, Kaizen.
 Experience in using Minitab, MS Visio, and MS Project.
People Handling:
 Regularly mentor and coach team members for the improvement projects, career
management.
 Design and Develop training modules as required and conduct functional / technical
trainings for team/project team members.
 Leading, motivating and monitoring the performance of team members and meeting of
individual and group targets.
 Ability to lead the problem solving process by facilitating effective team meetings and
solidifying team / process owner commitment.
Service Delivery:
 Structured MIS around Error Tracking, Analysis and Feedback to ensure the tight controls
on customer facing processes.
 Managing vendors / business partners to build scale and derive quality service/output as
per agreed SLAs.
 Identifying and implementing process improvement projects to improve overall
operational efficiency.

2. Career Outline:
January 2006 to March 2011 (63 Months) with HDFC Standard Life Insurance Co.Ltd: (A
joint venture between HDFC Ltd. and Standard Life, a European leader in Life Insurance.)
From October 2008 to March 2011 worked as Manager- Process and Quality
Improvement Group.
Key Responsibilities:
 Successfully applying BPM Lifecycle for continuous improvement to the business process.
 Identify small improvement and major improvement projects arising out of process
reviews, Business Owners requirements, CSAT and strategic planning process.
 Prioritize projects and draw a detailed project plan using DMAIC and Project Management
framework.
 Lead, Monitor the team members on projects and provide training as needed to team
members on the Six Sigma and Project Management methodology and tools.
 Coordinate/facilitate meetings/tollgate reviews with various departments to ensure
implementation of and compliance with project controls.
 Publish monthly MIS and Measurement Dashboard to the senior management and
business owners.
Significant Accomplishments:
 Successfully championed and delivered following projects –
o Customer Pay-out Process reengineering project.
o Reduction in Quality Check Errors in printing of Insurance Policy bonds.
 Set up the Quality Assurance and Measurement Dashboard for Operations and Customer
Service processes.
 Instrumental in the Business Excellence Assessment and Quality Award Application
process for IMC Ramakrishna Bajaj National Quality Award.
From January 2006 to September 2008 worked as Team Manager- Back Office
Operations.
Key Responsibilities:
 Ensuring processing TAT and Accuracy of insurance policy transactions of as per defined
parameters.
 Undertake improvement projects in conjunction with Process and Quality Improvement
group.
 Maximizing productivity and capacity utilization on the floor; managing Vendors to derive
quality service/output.
 Timely resolution of queries and close co-ordination with Sales and branch operations
team.
 Support on going Audit of processes and ensure all legal and compliance norms are
adhered.
 Train, Mentor the team members, formally assess them and build Reward and
Recognition for high performers.
Significant Accomplishments:

3.  Played a major role as process owner in the automation project of key processes of
policy servicing requests.
 Successfully implemented the key project of business year 2007-08 – “Outsourcing of
printing and dispatch activity”
 Distinction of setting up a “Parallel Back Office Operations Hub” at Chennai in 2006.
From October 2003 to December 2005 (27 months) with Max New York Life Insurance
Co.Ltd: (A joint venture between Max India Ltd. and New York Life, a global leader in Life
Insurance) as Asst.Manager – Branch Operations.
Key Responsibilities:
 Ensuring insurance proposals are processed and scrutinized at zonal branch in an accurate
and efficient manner; resolving disconnects / queries pointed out by Head Office.
 Imparting operations training to the Agent Advisors.
 Handling the customer escalations desk at zonal branch office and ensuring complaints are
resolved in timely and satisfactorily manner.
 Lead, Monitor performance of branch service executives, and ensure the productivity, error
tracking and conflict management.
Significant Accomplishments:
 Successfully designed the “Ops Shiksha” – a complete training program for Agent
Advisors.
 Core team member of “Polivarthan” project undertaken by company, to set up a Central
Processing Unit (CPU) at each zonal office, aimed at decentralizing operations and bringing
the complete transformation in Policy Issuance process.
 Played a major role in handling the documentation of Service Operation Manual and
implementation of standard operating procedures as per process manual, in the CPU.
From April 1999 to May 2003 (49 months) with Supreme Telecommunications Co.Ltd:
(Business Partner of NOKIA-world-leading name in GSM phones-works as the authorized
distributor for sales and repairs of Nokia Mobile Phones) as Customer Care Supervisor.
Key Responsibilities:
 Responsible for co-ordination for daily operations of After Sales Services at various
outlets of Supreme and its sub-dealers in Mumbai Region.
 Ensuring the smooth co-ordination with principal – Nokia India and compliance to the
agreed service delivery levels and customer response policies of Nokia India, for its
business partners.
 Driving team members in achieving the targeted Service revenues at the Service Center.
 Process and Service Training to new dealer force and employees.
Significant Accomplishments:
 Successful set up of Nokia Care Center at Bangalore and Surat.
 Instrumental in getting Mumbai Centre awarded by Nokia India as the Best Center All
India Level- for the year 2001-2002, based on high service delivery levels.

4. Commenced career in December 1996 till July 1998 (19 months) with HAPPI
Communications (P) Ltd. (Authorized dealer of Idea Cellular, formerly known as Birla AT&T,
Pune) as Executive - Customer Support.
Personal Details:
Contact Address: 802 Cirrus A Wing, Cosmos Paradise, Opp. Devdayanagar, Pokharan Road
No.1, Thane (West), PIN – 400606, Maharashtra, India.
Date of Birth: 07th Jun’ 1974.
Marital Status: Married