Umesh Shetty

About Umesh Shetty

Insurance Leader | Process and Business transformation expert l Customer Experience Strategist | Business operations and Payouts l Certified Malcolm Baldridge Examiner | AI & Digital Transformation EnthusiastWith over 25 years of cross-functional experience in Life Insurance and International BPO, I bring a proven track record of delivering transformation across frontline operations, back-office functions, quality frameworks, and sales enablement.I specialize in:a. Customer experience transformationb. Process excellence & maturity modelingc. Digital enablement and AI-led innovationd. Operational strategy and execution at scale Key Milestones & Impact:a. Led critical programs in India’s first successful life insurance merger – HDFC Life & Exide Life – managing customer service and claims integration.b. Championed large-scale digital transformation projects: 1. RPA & AI implementations for operations 2. Mobility rollout across the sales organization 3. Video servicing platforms for remote engagement c. Directed large, geographically diverse teams to deliver exceptional customer service and operational KPIs.d. Scaled new-age, tech-enabled solutions to drive business agility and customer satisfaction. Process & Quality Leadership:a. Built and led the end-to-end Process Maturity lifecycle: 1. Process design, documentation (BPM) 2. Change management 3. Process verification, assurance & continuous improvement 4. Designed & executed Process Quality Assessment frameworks using Deming principles. Managed 900+ processes across Life, Health, Group, International, and Pension businesses using ARIS BPM tool. Developed a proprietary Process Maturity Model (AIRr) for robust process assurance & governance. Expert in Lean Six Sigma project management with tangible business outcomes. Certifications & Professional Affiliations: Lean Six Sigma Black Belt & Green Belt – Benchmark Six Sigma Certified Examiner for Malcolm Baldrige – Indian Merchants Chamber (IMC)10+ cycles across Telecom, Manufacturing, Payments, FMCG & Life Insurance CII Certified Sustainability Assessor Associate & Licentiate – Insurance Institute of India Member – Insurance Institute of India & Indian Society for Quality (ISQ)

Experience

1. Senior Vice President - Business Operations & Customer Service Strategic Projects

   HDFC Life

   Apr 2023 — Present · Mumbai, IN

Education

• Vivekanda Education Society, Mumbai

  BSC, Industrial Chemistry

  1997 — 2000

• Welingkar Institute of Management

  PGDMS, Marketing

• Insurance Institute of India

  Associate's degree, Life Insurance

  2013 — 2015

• Swami Vivekananda High School

  Higher Secondary Certification, Science

  1995 — 1997

Skills

• Management
• Team Management
• Mis
• Insurance
• Bpo
• Crm
• Customer Service
• Leadership
• Quality Management
• Performance Management
• Quality Assurance
• Business Process Management
• Business Process Improvement
• Process Maturity
• Change Management
• Inbound Sales
• Outbound Sales
• Sales Verification
• Process Verification
• Building Organizational Capability
• Corporate Social Responsibility
• Project Management
• Persistency
• Branch Operation