Wael Tawfiq Alhelal

Claims Operation Senior Manager at Tawuniya

• Saudi Arabia - Riyadh
• My current job since July 2007

Designation Chronology:
• Jan 2022 - Present: Broker Manager (Additional Role)
• Oct 2018- Present: Claims Operation Senior Manager
• Apr 2012 - Sept 2017: Survey Manager
• Apr 2011 - Mar 2012: Group Leader
• Mar 2010 - Apr 2011: Quality Assurance Executive
• Jul 2007 - Mar 2010: Claim Executive
Accomplishments:
• Joined the organization as a Claims Executive and moved up the career trajectories, receiving several accolades and multiple promotions currently handling position as Claims Operation Manager along with additional tasks as Broker Manager.
• Handpicked to drive strategic initiatives, mitigate risk, and foster collaboration within cross-functional teams with a proven track record of delivering exceptional performance and enhancing operational efficiency at Tawuniya.
• Achieving sustainable profit and growth through the provision of claims operations management and technical expertise to manage Underwriting and support in Claims processing, leadership of employees, and management of relationships.
• Leveraging industry expertise and insights, offering commercial, personal, and specialty products and risk management solutions to help people and businesses manage risks, build strength, and embrace change to their advantage.
Key Projects & Assignments:
• Managed the project aimed at enhancing the Average Claim Duration and streamlining processes through system automation, resulting in a remarkable 30% increase in client satisfaction as measured by Net Promoter Score (NPS).
• Oversaw the comprehensive re-engineering initiative of the claims process, recognized as a pivotal factor contributing to Tawuniya's status as the top-ranked claim department in the Saudi market.
• Pioneered the establishment of a meticulously designed monitoring system to optimize surveyor performance, revamp workshop and agency contracts, and streamline invoice payments for dealers, leading to an impressive reduction of over 15% in the Average Claim Cost while concurrently enhancing process efficiency.
• Championed the project focused on redesigning and transitioning claim submission from physical claim centers to an online platform, delivering substantial cost savings in the millions for the company.

Broker Manager (Temporary)
• Assuming the role of Broker Manager with a primary focus on nurturing and strengthening relationships with network of brokers to create a supportive and mutually beneficial partnership.
• Taking charge of managing broker teams, providing guidance, setting clear performance goals, and monitoring progress. Resulting in team consistently exceeding sales targets and achieving exceptional results.
• Leveraging experience and market insights, actively participating in the development and implementation of innovative sales strategies that not only optimized current sales processes but also identified new markets ripe for exploration.
• Playing a pivotal role in adapting to the company's new online system for claims and sales broker activities. Ensuring seamless transition from the legacy system to the advanced platform while guiding the team to be well-versed in its functionalities to streamline operations.

Claims Operation Senior Manager
Key Projects & Assignments:
• Led a project automating processes, resulting in a 30% increase in client satisfaction (NPS).
• Oversaw a claims process re-engineering initiative, making Tawuniya the top-ranked claim department in Saudi Arabia.
• Established a monitoring system to reduce Average Claim Cost by over 15% and improve process efficiency.
• Championed the transition of claim submissions to an online platform, saving the company millions in costs.

Other Professional Experience:
• Mar 2010 - Apr 2011: Quality Assurance Executive
• Jul 2007 - Mar 2010: Claim Executive
• May 2007 - Jul 2007: Trainee - Technical Support Department, Arab National Bank - Head Office