Jitin Nagpal
About Jitin Nagpal
Jitin Nagpal is a Centre Manager for Personal Lines at QBE Insurance in Sydney, Australia, with extensive experience in personal lending and operational management across various financial institutions. He has held significant roles at Commonwealth Bank and Firstsource Solutions Limited, focusing on enhancing customer journeys and implementing process improvements in the financial sector.
Work at QBE Insurance Group
Jitin Nagpal has been serving as the Centre Manager for Personal Lines at QBE Insurance since 2021. In this role, he oversees operations related to personal insurance products, focusing on enhancing customer service and operational efficiency. His tenure at QBE has been marked by a commitment to improving customer experiences and aligning operational practices with organizational goals.
Previous Experience at Commonwealth Bank
Prior to his current role, Jitin Nagpal held multiple positions at Commonwealth Bank. He worked as an Executive Manager for Personal Lending & Pre-Qualification for six months in 2020, and as a Senior Manager for Digital Assist from 2017 to 2018. He also served as Direct Lending Senior Manager from 2015 to 2017 and as Executive Manager for Direct Lending (Home Lending) from 2018 to 2019. His contributions included leading the creation of Lending Centres of Excellence and enhancing customer journeys.
Background in Operations and Client Services
Jitin Nagpal has a strong background in operations and client services, having worked at Firstsource Solutions Limited. He served as General Manager for Client Services in 2014 and as General Manager for Operations, focusing on mortgages, general insurance, and payments processing from 2013 to 2014. His experience includes establishing offshore programs and start-ups in Australia, India, and the Philippines.
Education and Expertise
Jitin Nagpal earned a Bachelor of Engineering in Electronics & Telecommunication from Mumbai University, studying from 1995 to 1997. He specializes in embedding risk culture and Operational Risk Management Framework (ORMF). His expertise includes performing control uplift and leading risk management in change and incident management.
Achievements in Process Improvement
Throughout his career, Jitin Nagpal has implemented significant process improvements. Notably, he executed a SIGMA-based process improvement at Lloyds Bank, which resulted in a 30% reduction in mortgage origination response times. He has also embedded productivity principles to enhance insurance policy retention rates and collections effectiveness.