Divy Gupta

I help organisations fix the operational problems that are actually costing them money: claims backlogs, contact centre inefficiency, slow approvals, and broken handoffs between teams. I'm an independent consultant with 11+ years of experience across operating model design, process transformation, and capacity planning, most of it spent inside insurance, government, healthcare, and manufacturing.

What I do

• Operating model design and Management Operating System implementation

• Process transformation and capacity planning

• Contact centre transformation (handle time, service levels, staffing models)

• Analytics led discovery, to find where the problem actually sits, not just where it gets reported

Recent results

• Reduced a motor insurer's claims backlog from 35% to under 1% in five weeks

• Cut health insurance claims turnaround from five days to one day

• Reduced average handle time by 40% in a contact centre, avoiding the need for 15 additional staff

• Brought a vacant property restoration cycle down from 98 to 77 days

• Four of my last six engagements were extended beyond their original scope

Background

• PMP certified

• MBA specialising in Operations and Finance

• Bachelor's degree in Industrial Engineering

• Started on the shop floor in rail and automotive manufacturing before moving into consulting, so the recommendations I make are built to work in practice, not just on paper

I work best with teams who already know something isn't right and want someone who'll dig into the actual data and process, not run a workshop and hand over a slide deck.