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Ritu Thakur

Head of Operations Transformation

Over 19+ years’ experience in Insurance – High-performing operations leader managing and driving transformation in Regional role in Operations and Customer Experience across multiple geographies in Life and P&C operations in Asia and setting up Shared Service Centres In Asia. Led a major change in Cloud CRM and Contact Centre platforms.

Currently as Head of Operations Transformation – Leading the Centre of Excellence for Operations Transformation Allianz – ensuring digital and seamless Customer Experience in New Business, Servicing and Claims with focus on Optimization, Simplification, Automation and STP, Customer centricity, Omni-Channel, Servicing CRM.

  • AXA 6 + years in HK – Previously led similar transformation in AXA where designed and Rolled out Omni- Channel CRM with SFDC Service Cloud and Genesys Pure Cloud for Contact Centres including automated Instant Customer Feedback (ICF). Common CRM for all entities for enabling single view of Customer and Customer interactions for personalised and consistent service to customer.
  •  ING – 10 Years  – Lead the Region for Operations Processes Optimisation
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