Manish Nachnani

Mumbai, India | manish.nachnani@gmail.com | +91 8169 157 775

Executive Summary

Global insurance executive with 20+ years of experience across India, US, and UAE. Known for delivering execution excellence—on time, on quality, on budget—across CX, claims, renewals, issuance, underwriting, and KYC. Deep domain expertise enables seamless collaboration across departments and accelerated adoption of transformation programs. Trusted by CEOs and Boards for strategic alignment and cross-functional delivery at scale.

Key Business Outcomes

• 250% growth in digital sales using funnel re-engineering, app-based CX, and WhatsApp servicing.
• 12% growth in renewal rates in 12 months through CX and retention levers.
• 30%+ shift of renewals to app and chat with a 15-point NPS improvement.
• 22% reduction in claims cost via intelligent automation, OCR/ICR, and straight-through processing.
• 18% success in win-back campaign for lapsed customers using data-driven outreach.
• ₹90 Cr Opex managed across 1000+ FTE with governance on cost, TAT, and service KPIs.
• Delivered 5 zero-downtime transitions across claims, issuance, CRM, KYC, and renewal stacks.
• Built India’s first UBI (Pay How You Drive) insurance product and ecosystem.

Execution Lens

• Drive end-to-end digitization of issuance, renewal, claims, and KYC with measurable KPIs.
• Use practical technology solutions to improve operations and make customer interactions easier and more consistent.
• Lead PMO governance across tech, CX, compliance, ops, and vendor performance.
• Launch customer-centric products (UBI, WhatsApp FNOL, app renewals) with strong business case alignment.
• Translate board vision into agile roadmaps executed across product, engineering, and CX.

Professional Experience

• Zuno General Insurance (2021–Present) – Head, CX & Digital Systems
  – Launched UBI platform, scaled issuance & claims, introduced app and WhatsApp journeys.
• ICICI Lombard (2019–2021) – Head, Claims & CX Transformation
  – Headed 1000+ employees and managed ₹4000 Cr health GWP for over 100 large employer accounts.
  – Led health claims (not motor) and launched industry-first same-day reimbursement, 30-min cashless, and 30-min discharge models.
  – Digitized claims using barcoding, scanned documents, ICR/OCR, and built rules engine for automated checks and medical review.
  – Launched 'IL Take Care' app, transforming health claims into a fully digital, paperless journey.
  – Recipient of CEO Leadership Award for transformation delivery.
• UnitedHealth Group (2010–2019) – Consulting Manager, Head of System Implementation & Integration Practice
  – Worked closely with the Office of the CEO and CTO to build new health plans from the ground up—covering core system implementation, digital system integration, and operations setup.
  – Led a 80+ member cross-functional team of developers, product managers, BAs, and PMs; established the system implementation and integration practice.
  – Digitized member servicing for two major health plans via portal and app migration—cut operational costs by 22% by reducing call volumes and document reprint efforts.
  – Designed and deployed claims automation engines; led implementation of Trizetto and HealthEdge platforms.
  – Enabled scalable omni-channel servicing and modernized legacy platforms for sustained growth.
• Atos Syntel (2008–2010) – Business Analyst, US Insurance
  – Worked with Ameriprise Long Term Care, building customer-facing assets for LTC plan and account management.
• Infosys & Infosys BPM (2006–2008) – Product Owner, Insurance Platforms
  – Partnered with US health plans on HIPAA and ICD-10 transitions, ensuring compliance and operational continuity.
  – Led digitization of customer and provider portals for enhanced self-service and compliance.
• Mercator / Emirates Group (2006) – Business Consultant, Insurance & Travel
  – Translated legacy TPF logic into reusable algorithms, enabling migration to modern tech stack.
• Hexaware (2005–2006) – Business Analyst, Insurance Ops Tech
  – Performed minor system changes and UAT for airline reservation platforms.

Education & Certifications

• B.E. – Computer Science, Mumbai University (2001–2005)
• PGDIM – Symbiosis (2011–2013, Distance Learning)
• PMP – Project Management Institute
• CBAP – IIBA
• Six Sigma Black Belt – RAB QSA
• CSM & CSPO – Scrum Alliance

Recognition & Awards

• CEO Leadership Award – ICICI Lombard
• Innovation Award – UnitedHealth Group
• Healthcare Innovation Award – Infosys