Maithili Roy

• Drive Operational Excellence and Delivery Governance initiatives focused on process standardization, operational efficiency, quality, compliance and continuous improvement across insurance operations.
• Lead pricing solutions and commercial analysis, including pricing models, volume and AHT validation, cost calculations, pricing governance and financial impact assessment.
• Led Automation Pricing / Dynamic Pricing initiatives, translating operational inputs, pricing rules and business requirements into scalable, automated pricing models that enhanced pricing accuracy.
• Support RFP / Proposal Management, including solutioning, effort and volume analysis, pricing inputs, commercial assessments and development of client-facing proposals.
• Review and standardize SOWs, CCFs and commercial change requests, validating scope, pricing, volumes, assumptions, effective dates and implementation requirements.
• Developed and implemented SOW standardization frameworks, improving consistency, governance, and commercial accuracy for operational execution across accounts.
• Lead SOP standardization and process documentation, identifying process gaps and establishing standardized workflows, controls, guidelines and operating procedures.
• Partner with Technology, Operations, Finance, Sales/Presales and client-facing teams to translate business requirements into system enhancements, automation solutions, dashboards and governance controls.
• Drive risk analysis and risk management, identifying operational, commercial and process risks and implementing mitigation plans, controls and preventive actions.
• Manage stakeholder relationships across senior leadership, operations, technology and business teams, facilitating alignment, issue resolution, decision-making and timely execution of strategic initiatives.
• Lead process improvement and Six Sigma initiatives, applying structured problem-solving, root-cause analysis and data-driven improvement methodologies to enhance efficiency, quality and control.
• Develop and enhance executive dashboards, MIS and performance governance frameworks, providing visibility into pricing, productivity, quality, TAT, compliance, financial performance and operational risks.
• Govern Minimum Billing, revenue and volume validation, ensuring financial and operational processes are aligned with contractual requirements and approved commercial models.
• Supported business transformation, transition, and change management initiatives, assessing operational readiness, defining governance requirements, and standardising processes for scalable implementation.

• Led PMO governance for CIO-led technology initiatives, providing portfolio oversight across project planning, execution, financials, resources, risks, dependencies and milestones.
• Managed program and portfolio reporting, consolidating project-level data into executive dashboards and management reports to support timely decision-making.
• Governed budget, resource and financial tracking, monitoring project spend, forecasts, resource utilisation and variances against approved plans.
• Drove risk analysis and risk management, maintaining RAID logs, identifying critical dependencies and coordinating mitigation and escalation plans with project stakeholders.
• Established governance mechanisms for project health, KPI tracking, milestones, deliverables and SLA adherence, enabling timely identification of deviations and implementation of corrective actions.
• Coordinated with global technology, business and leadership stakeholders to manage cross-functional dependencies, escalations and strategic priorities.
• Supported project planning, transition and implementation governance, ensuring readiness, milestone adherence and alignment with organisational objectives.
• Prepared executive-level presentations, dashboards and governance packs highlighting portfolio performance, risks, financial status, resource requirements and key decisions.
• Standardized PMO processes, reporting templates and governance frameworks, enhancing transparency, control, consistency and operational efficiency across CIO portfolio.
• Facilitated governance reviews with senior leadership, tracking action items, decisions, risks and commitments to ensure accountability and closure.

• Led quality governance for Amazon India operations, ensuring compliance through email and chat audits, FMEA, fraud analysis, vendor tracking, and service quality monitoring.
• Performed root-cause analysis and implemented corrective actions to enhance process adherence and elevate customer experience.

Delivered quality assurance and service quality monitoring for Kotak Life Insurance processes covering portfolio retention, eTerm policies and customer services.

• Implemented process improvement project using Six Sigma methodology, targeting root-cause analysis and process optimisation for improved quality.
• Engaged with stakeholders to gather feedback and integrate into quality improvement plans.
• Coordinated and participated in internal and external quality management system audits to guarantee product and quality specifications.
• Organised regular review meetings to discuss quality performance metrics and set improvement goals.
• Facilitated training sessions for junior analysts, focusing on quality assurance methodologies.
• Resolved customer complaints with empathy and professionalism, enhancing overall customer satisfaction.
• Used excellent and efficient problem-solving skills to address and resolve complex customer issues.
• Supported DU Telecom, UAE, with enterprise billing resolution and technical support for home services, building expertise in customer operations and billing processes.
• Conducted cost-benefit analyses on quality initiatives, informing strategic investments in quality improvements.

• Collaborated with the sales team to identify and target customer needs, driving sales through informed recommendations.
• Guided customers in product selection, tailoring advice to align with their specific needs.
• Responded to customer enquiries promptly, resolving questions about products and services effectively.
• Resolved customer service enquiries swiftly, ensuring accurate information delivery.

• Managed customer accounts, ensuring accurate billing information and resolving any discrepancies.
• Delivered high level of service to customers in effort to build upon future relationships.
• Kept records of customer interactions, transactions, comments, and complaints for continuous improvement.
• Kept organisation in compliance with regulations and internal requirements.