Manish Nachnani

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

Executive Summary

Global insurance executive with 20+ years across India, US, and UAE. Known for delivering execution excellence—on time, on quality, on budget—across CX, claims, renewals, issuance, underwriting, and KYC. 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 digitization using barcoding, OCR/ICR and built rules engine for automated checks.
  Launched ‘IL Take Care’ app for fully digital, paperless health claims.
  Recipient of CEO Leadership Award for transformation delivery.
• UnitedHealth Group (2010–2019) – Consulting Manager, Head of System Implementation & Integration Practice
  Worked with Office of CEO & CTO to build new health plans end-to-end; led 80+ cross-functional team.
  Digitized member servicing via portal/app migration, cutting operational cost 22%.
  Designed & deployed claims automation engines; implemented Trizetto and HealthEdge platforms.
• Atos Syntel (2008–2010) – Business Analyst, US Insurance
  Customer portals for Ameriprise Long-Term Care.
• Infosys & Infosys BPM (2006–2008) – Product Owner, Insurance Platforms
  HIPAA & ICD-10 transitions; digitized customer & provider portals.
• Mercator / Emirates Group (2006) – Business Consultant, Insurance & Travel
• Hexaware (2005–2006) – Business Analyst, Insurance Ops Tech

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