Sugan Poobalan is a seasoned Operations Manager at Discovery Limited, bringing nearly 22 years of extensive experience in the Insurance and Health Care Industry. His career has spanned both national and international landscapes, with significant roles in operations and call center management in South Africa...
Sugan Poobalan is a seasoned Operations Manager at Discovery Limited, bringing nearly 22 years of extensive experience in the Insurance and Health Care Industry. His career has spanned both national and international landscapes, with significant roles in operations and call center management in South Africa and the UK. Sugan excels in leading diverse teams, adeptly managing medium to large groups that focus on critical areas such as benefit management and specialized escalated query resolution. His current role involves overseeing a multifaceted team comprising back-office CRM specialists, claims experts, and both inbound and outbound call queues.
At Discovery Limited, Sugan is at the forefront of key projects aimed at enhancing customer experience and operational efficiency. His strategic thinking and planning skills enable him to implement productivity improvement initiatives that align with the company's objectives. Sugan's expertise in business and financial analysis allows him to identify trends and opportunities for growth, ensuring that his teams not only meet but exceed performance targets. He is also recognized for his coaching abilities, fostering a culture of continuous improvement and professional development within his teams.
Sugan’s commitment to operational excellence is evident in his day-to-day management approach, where he emphasizes the importance of collaboration and communication. His leadership style is characterized by a hands-on approach, empowering team members to take ownership of their roles while providing the necessary guidance and support. As a result, Sugan has successfully driven several benefit pilots that have significantly improved service delivery and customer satisfaction, solidifying his reputation as a key player in the industry.
