A dynamic professional
with over 1 years experience in Operations, Process Enhancement,
Quality, CRM Operations Client Servicing, Underwriting Processes,
Team Management. Currently designated with XYZ General Insurance
Co.Ltd.,i as Operations Manager. Significant experience of developing
and working with highly technical systems geared towards optimising
Customer Service Operations and Service deliveries. Demonstrated
competencies in managing operations with focus on timely rendering
of services, implementation of checks & controls, data support,
MIS etc. Adept in creating & implementing innovative systems;
laying down SOPs for streamlining overall departmental operations
to increase client retention and customer satisfaction levels.
Proven abilities to enhance the Process Operations, optimize
resource & capacity utilization, escalate productivity & operational
efficiencies; while curtailing costs / expenses. Enterprising
leader with abilities in leading motivated teams towards achievement
of organisational goals and adherence to industry best practices.
XYZ General Insurance
Operations Manager
Opreations Management
Monitoring overall functioning of processes viz Policy issuance,
identifying improvement areas and implementing adequate measures
to maximize customer satisfaction level.
Creating & implementing workflows to facilitate structured
support in all areas and issues.
Coordinating with vendor’s to ensure cost effective and
timely processing of policies.
Controlling risks in terms of manual cover notes and implementation
of underwriting guidelines at policy issuance.Analyzing risk
appetite of an individual for providing them apt investment solutions,
ensuring that solutions provided match the risk profile.
Process Management
Overseeing process improvement initiatives through
system changes, process realignment/ redefining & efficiency
management for cost effective process.Mapping client’s
requirements; assisting in implementing Processes in line with
the guidelines specified by the client.Adhering to Standard Operating
Procedures, Manuals to facilitate smooth functioning of process,
ensuring conformance to Service Level Agreements.
Identifying improvement areas and suggesting measures to maximise
customer satisfaction levels.
Client Servicing
Taking escalations for resolving critical issues; ensuring CTQ
Delivery & Business Continuity.
Ensuring continuous interaction with the customer to make sure
that area of concern can be worked upon for improved service
levels.Ensuring the accomplishment of set quality standards in
Service Level Agreements.Collecting & collating data on repeat
jobs/ other specific complaints & discuss the same with the
manufacturing team for counter measures.Facilitating 100% Error
Free new Business and Policy Servicing.
Underwriting
Taking care of all commercial underwriting issue from
quote preparation, scrutiny of proposal, posting of policy in
the system, issuance of policy document to customer.Ensuring
of preparation of renewal notices, commission statements and
such related items.Analysing renewal retention of the branch
product wise on monthly basis, and giving update on the same
to business development team.Ensuring compliance of various quality
measures by maintaining requisite documentation/ records. Writing/reviewing
detailed documents like process and validation protocols.
Leadership &Team Management
Ensuring teams adhere to all the quality tool & procedures.Leading,
mentoring, coaching, monitoring; training/development for team
members to ensure efficiency in process operations & meeting
of individual & group targets.Creating & sustaining a
dynamic environment that fosters development opportunities & motivates
high performance amongst Team members.Ensuring compliance of
various quality measures by maintaining requisite documentation/
records. Writing/reviewing detailed documents like process and
validation protocols.
Notable Contributions-
Supervised a team of 50 people to issue more than 2 lac Polices
in a span of 2 months.
Successfully did a study of current systems to handle large volumes
and made recommendations.
Conducted a audit for the present Inward System.
Figured out major gaps in the system for a high volume process
which has resulted in the company moving away from Excel based
tracking to a System based tracking.
Trained a new vendor forr high volume processing.
Trained and assisted theOperations Team for working with the
new system of policy issuance (Pathfinder).
Facilitated POS (Point of Sale) Policy Issuance which helped
reducing per unit cost of a high volume process by 70%.
Facilitated Receivables management for the whole process & developing
rollover and renewal modules.
Key role in pushing sales to put all Hero Honda dealer points
under this module by end of year.
Joined the Agency Training and Licensing team in April
Working towards converting all non licensed intermediaries to
Licensed Agents by June.
EDUCATION
Post Graduate Diploma in Management
B.E (Electrical & Electronics Engineering) |
