Michael A.
Senior Process Improvement Lead
Open to offersNew to PlatformAbout
John D. is an accomplished Delivery Excellence Lead at Chubb Insurance with 19 years of experience in process excellence, customer service, and technical support across industries such as insurance, retail, FMCG, CPG, telco, financial services, and cloud solutions. He is COPC Certified and a Lean Six Sigma Green Belt, credited for implementing business process management frameworks, digital automation, and operational standardization for APAC stakeholders. At Teleperformance, he managed large-scale transformation projects in the Americas and Europe, focusing on attrition reduction, process improvement, payroll accuracy, and asset recovery, achieving significant documented cost savings. His previous roles at TDCX, Remitly, Concentrix, and Sutherland Global Services saw him lead end-to-end process improvement, stakeholder management, compliance initiatives, and escalations handling, with a demonstrable focus on enhancing efficiency, reporting systems, and operational compliance within both BPO and insurance sectors.
Experience
Delivery Excellence Lead
Chubb Insurance · 2024 — PresentIn this role, I focus on transforming the traditional insurance business by emphasizing innovation and continuous improvement aimed at operational efficiency. Conducting thorough assessments of business processes allows for the identification of inefficiencies and waste. I develop strategies for optimizing operations and enhancing overall productivity, while also managing a repository of business processes through Business Process Management.Process Excellence Manager
Teleperformance · 2022 — 2023I deliver cost-saving solutions and drive process improvement and revenue-generating projects. My responsibilities include providing high-performing benchmarking of solutions to meet and exceed KPIs and collaborating with various accounts on automation and digital solutions. Engaging accounts in ideation also leads to the initiation of projects aligned with proposed ideas.Process Excellence Manager
TDCX · 2020 — 2022In this position, I implemented three end-to-end solutions within TDCX's Business Excellence Department, focusing on process improvement, documentation enhancement, and consultancy. My efforts included planning and overseeing projects to ensure timely completion and leading Lean Six Sigma initiatives for improved performance.Partner Specialist
Remitly · 2017 — 2019I actively participated in Partner Weekly Vendor Reviews, investigating trends and managing escalations with partner points of contact. I conducted deep dive analyses related to CEO escalations and maintained regular communication with Program Managers to coordinate updates and feedback.Team Leader
Concentrix (Formerly, Convergys) · 2015 — 2017Responsible for the daily supervision of call center associates, I monitored work and attendance in compliance with policies. Regularly coaching team members on performance is key, and I ensured that customer service met established Key Performance Indicator (KPIs) and financial expectations.Senior Team Manager
Sutherland Global Services · 2010 — 2015My role involved conducting root-cause analyses to identify opportunities for improvement and maintaining an action list for tracking project progress. I regularly reported on project status to management and managed client issues, ensuring effective communication with leadership.
Skills & Expertise
Interested in this professional?
Sign in as an employer to save this profile or invite Michael A. to a job.
Sign in as an employer