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Gagan Anand

Gagan Anand

Country Manager

Torus Business Solutions Pvt Ltd

Gurgaon, Haryana

Country Manager


Torus Business Solutions Pvt Ltd

Country Manager

• Instrumental in setting up the Torus India office from scratch and building operations. Actively involved in identifying tasks for transitioning it to Torus India.
• In conjunction with the Global Operations team, develop and maintain an overall project plan for the migration of all identified opportunities to India within Property, Casualty, Specialty, Claims, Compliance and Technical Accounting.
• Ensure adherence to Compliance, key controls and assist in the testing of the said controls.
• Build strong working relationships with the Business Owners and Operations team. Work closely with all stakeholders to successfully transition processes to India.
• Develop and implement consistent standards and templates for job descriptions, hiring process, process documentation, training plans and manuals, performance measurement / metrics, SLA's etc. Ensuring these are regularly maintained and updated as appropriate.
• Responsible for overseeing day-to-day administration of Torus India from IT, Finance, Admin and HR perspective.
• Managing an overall headcount of 250 employees – 160 on a direct line and 90 on a matrix line.

Career medium 02
Career medium 03


Service Delivery Manager

• Responsible for managing the Service Delivery of 17 processes within Institutional lines of business and ensured timely performance with accurate results.
• Responsible to identify new tasks and transition them to India by adopting a Six Sigma Transition methodology with effective tollgates.
• Successfully managed the project of transferring processes in-house from a BOT model (With EXL) to a captive environment.
• Managing an overall headcount of 325 employees


XL India

Senior Manager

 Handling five Specialty Insurance processes transitioned from US and UK
 Adherence to the SLA’s – productivity, turn-around-time, referral % and accuracy
 Responsible for monitoring the process flows/progress of Specialty Underwriting Processes
 Identify self and team development needs and provide suggestions on training / development requirements to Project Manager
 Trouble-shooting and handle routine / ad hoc queries on a daily / on-going basis within functional area
 Interact with Underwriters across globe on transactional issues
 Assess performance of Assistant Managers and Team Associates to conduct performance appraisals
 Develop and Implement Contingency Plans.
 Identify expansion opportunities and prepare development plans periodically in consultation with the Project Team.
 Adhere to core XL Values – Ethics, Teamwork, Excellence, Development and Respect

Career medium 03
Career medium 03

Royal Bank of Scotland

Process Leader

 Managing team of 20 Associates in Motor & Home Insurance.
 Managing Quality and Risk associated with respective processes.
 Adherence to the SLA’s – productivity, turn-around-time, and accuracy for various processes.
 Responsible for reviewing daily key operational variables.
 Provide subject matter expertise on processes to the shop floor.
 Assess performance of Process Associates and Subject matter Experts follow up with performance appraisals
 Hold regular Integrates and meets with management to ensure that there is constant flow of information knowledge dissemination query logs and issue resolution.
 Responsible for ISO (International Organization of Standardization) certification and communicating the ISO procedures across the floor.
 Appropriately usage of R&R to energize and motivate Process Associates & SME’s on the shop floor.


Efunds International

Process Developer

 Supervising process associates and taking escalated cases.
 Designing process flow and dash boards within the team.
 Ensuring client requirements on service level agreement (SLA).
 Attending video conferences and conference calls for process related issues.
 Training new hires, assessments and taking one to one for reviews.
 Documenting process guidelines and updates also disseminate the same periodically.
 Consolidate & communicate agent productivity/skill development report to Sr. Management.
 Quality check of defined sample work, analyze productivity and quality figures & feed back to Process Leader, ensuring quality above 95% & preparing various MIS reports for team.
 Team up with other process developers and quality team to share best practices.

Career medium 06

Wigan & Leigh College

Management Trainee

 Updating Senior Management on Centre performance
 Daily MIS report


Prince 2, Project Management

American Institute of CPCU

INS 21, 22, 23 and Ethics 311, Insurance

Lloyd's Introductory Test

LIT, Insurance

Wigan and Leigh College

MBA, Finance

Delhi University

BCOM P, Commerce

Wigan and Leigh College

HNC, Finance

Mount Carmel School

XIIth, Commerce