Syed Ahmad Abbas Zaidi

• Managed multi-location operations ensuring SLA adherence, operational stability, and service excellence.
• Led operational planning, workforce management, and performance governance across teams of 200+ staff.
• Oversaw budget utilization, operational cost control, and resource optimization improving margins by 30-40%.
• Implemented cost-control frameworks including vendor negotiations, process optimization, and resource planning.
• Collaborated with leadership teams to streamline procurement processes and improve operational efficiency.
• Managed stakeholder communication, reporting performance metrics and operational insights to senior leadership.

• Led end-to-end operations for US Property & Casualty insurance portfolios, encompassing
underwriting submissions, policy issuance, healthcare claims, and claims processing.
• Directed a healthcare operations unit of approximately 90 FTEs, overseeing medical
records review and claims management with sustained delivery performance.
• Governed transition and change initiatives by collaborating with Training, Transition, LDT,
and Quality teams to ensure structured execution and delivery stability.
• Held accountability for Zero Surprise Delivery, proactively managing operational risks,
capacity alignment, and performance adherence.
• Drove account value realization and growth by aligning delivery outcomes with client KPIs
and organizational objectives.
• Owned account-level management information systems (MIS) and reporting, delivering
actionable insights to internal leadership and onshore stakeholders.
• Established and maintained robust client governance through regular operational reviews,
performance connects, and transparent communication.
• Implemented transaction-level control plans and compliance frameworks, ensuring
quality, audit readiness, and regulatory adherence.
• Spearheaded the enterprise-wide OPS Modernization Scorecard, institutionalizing rigor
across 25 operational and performance metrics.
• Conducted detailed performance analysis, delivering month-on-month trend reporting
and data-driven improvement recommendations.
• Presented milestone updates, governance outcomes, and gap-to-goal strategies to senior
leadership, enabling informed decision-making.

• Managed Commercial Insurance New Business operations, overseeing sourced
underwriting teams through training, ramp-up, and steady-state delivery phases.
• Governed stringent underwriting SLAs, achieving high adherence on turnaround time and
data processing accuracy for submissions, quotes, booking, and issuance.
• Coordinated closely with onshore underwriting partners to ensure inventory stability and
uninterrupted service delivery across business cycles.
• Developed and presented operating review decks for monthly, quarterly, and semi-annual
governance forums with internal and client leadership.
• Led task consolidation and process optimization initiatives to identify efficiency
opportunities within Personal and Commercial Insurance workflows.
• Provided structured performance oversight and development guidance to delivery teams
to sustain productivity and quality benchmarks.

• Led a strategic Insurance Underwriting Center of Excellence, integrating multiple lines of
business and defining centralized future-state processing models.
• Partnered with onshore stakeholders to successfully execute a cancellation transformation
initiative, generating measurable capacity benefits.
• Introduced innovative quality governance solutions to eliminate bias in mandate-based
audit sampling methodologies.
• Ensured seamless coordination between vendors and onshore teams to maintain
inventory control and SLA adherence.
• Oversaw team performance management, including structured feedback, development
interventions, and productivity monitoring.

• Served as a communication SPOC supporting supervisors in delivery execution, data
analysis, quality reviews, and MIS reporting.
• Engaged regularly with onshore stakeholders via calls and emails to resolve service
requests and operational queries.
• Processed high-value insurance policies and managed complex billing status validations.
• Delivered training and onboarding support for new associates and performed internal
audits to establish accuracy and productivity controls.