Jitendra Joshi

Willis Towers Watson India Insurance Brokers Pvt. Ltd

Mar 2024 - Present • Current

Led and managed a 60+ member Client Servicing team, driving consistent service delivery across complex, high-volume insurance portfolios. Oversaw operations supporting 327 clients (2025) → 349 clients (2026), ensuring scalability without compromising SLAs or client experience. Coordinated closely with US-based Client Advocate teams, enabling seamless cross-geography servicing for North America REHL accounts. Managed a portfolio with ~$700M in premium value, directly contributing to ~$93M in annual revenue. Maintained >95% client retention across North America REHL accounts through proactive account management, issue resolution, and renewal strategy execution. Partnered with client leadership teams to support renewals, endorsements, and expansion opportunities. Successfully increased policy placements from 5,831 to 6,005, improving throughput via workflow optimization and capacity planning. Drove client satisfaction, retention, and long-term engagement by aligning servicing models to client risk profiles and business priorities. Acted as escalation point for complex client issues, ensuring timely resolution and stakeholder confidence. Implemented process improvements, KPI frameworks, and capacity models to enhance productivity, turnaround times, and service quality. Drove strategic transformation initiatives from planning to execution, ensuring alignment with business objectives and global operating models. Collaborated with broking, finance, compliance, technology, and global operations teams to deliver integrated client solutions.

Allstate

Dec 2015 - Mar 2024 • 8.3 yrs

Led end-to-end Customer Operations, Claims Processing, Arbitration, IDS (Image Document Services) across Auto Insurance (P&C), managing teams of 21–26 members, later optimised to 15 high-performing specialists. Owned claims lifecycle management including intake, verification, arbitration filing/defense, dispute resolution, and claim closure, ensuring SLA adherence and regulatory compliance. Recovered up to 75% of claim value through effective arbitration filings against third-party insurers; reduced liability exposure from 23% to 16% by strengthening defense strategies. Managed 50,000+ scanned claim documents across IDS operations; led standardisation and 40% automation via bots, significantly improving accuracy and turnaround time. Drove process automation and Lean Six Sigma initiatives, reducing claim cycle time by 25% and average handling time by 35%. Designed KPI frameworks and performance dashboards, improving team productivity by 30% and enabling data-driven decision-making. Led capacity planning and workforce optimisation, achieving ~50% cost efficiency while maintaining service quality and business continuity. Acted as escalation point for high-impact customer and client issues, ensuring faster resolution, improved customer satisfaction, and retention. Partnered with onshore SMEs, auditors, trainers, and leadership stakeholders to align operations with business goals and compliance standards. Conducted Root Cause Analysis (RCA), RCPS sessions, and continuous improvement workshops, significantly reducing operational errors. Mentored and developed team members through structured feedback, coaching, and performance improvement plans, building a strong leadership pipeline. Represented Operations in audits, compliance calibrations, and stakeholder reviews, ensuring zero major audit observations. Built a culture of customer-centricity, operational excellence, and continuous improvement, directly supporting Allstate’s service quality and cost optimisation goals.

ADP Solutions

Aug 2010 - Nov 2015 • 5.3 yrs

Managed end-to-end 401(k) new business conversions for US & Canada clients, covering payroll integration, fund allocation, and retirement plan setup. Processed and validated high-volume payroll and retirement fund transactions, ensuring accuracy, timeliness, and compliance with ERISA and regulatory guidelines. Reduced processing errors and rework by strengthening data validation, reconciliation checks, and exception handling mechanisms. Conducted quality audits and compliance reviews, ensuring strict adherence to SOPs, SLAs, and financial control standards. Partnered with onshore stakeholders, payroll teams, and compliance units to resolve discrepancies and ensure seamless client onboarding.