AVP - Employee Benefits
Continental Group
Total years of experience :22 years, 0 Months
Managing the customer journey from RFP to the RFQ process involving all key areas.
Lead the Ins. Operations team monitoring relevant process improvisation to ensure enhanced Customer experience.
Performance & skills management, to ensure production standards and quality of results.
Encouraged regular Client feedback managing expectations and process improvements.
Worked closely with the Broking / Sales team in prospecting and retention meetings
Supported the technical team working on automating processes such as billing modalities, lead generation and simple quoting system, also reviews and interprets the impact of new applications or updates.
Evaluates Data and the Claims performance identifying potential areas to manage expectation and renewal negotiation.
Working closely with the compliance department ensures to stay aligned with evolving Insurance Regulations and managing client and insurer expectations likewise.
Building and maintaining relationships with clients and key personnel within customer companies.
Conducting business reviews to ensure clients are satisfied with their products and services.
Alerting the sales team to opportunities for further sales within key clients.
Managing client expectations with regular quarterly performance review meetings showcasing the claims performance reports and managing retention expectations. Also aiding in cross sell or upsell activities.
Monitoring company performance against service level agreements and flagging potential issues.
Working closely with Business Development Managers and Sales consultants, engaging in the proposal conversion aspects by way of Data analytics and presentations
Working closely with the compliance department ensures to stay aligned with evolving Insurance Regulations and managing client and insurer expectation likewise
Managing a strong SME portfolio with key clientele.
Strong Client Relationship leading to competitive cross sell aspects
Working closely with Business Development Managers and Sales consultants, engaging in the proposal conversion aspects by way of Data analytics and presentations
Carrying out client satisfaction surveys and reviews.
Complaint management
Managing the Life & Medical insurance operations team comprising of activities of Census and Claims management with an element of Billing too.
Plans, organizes and directs a Life & Medical operations unit comprising of Production / Claims and Billing activities.
Monitors medical operation activities, performance management, production standards and quality of results.
Managing the smooth flow of all operational activities and servicing of clients, ensuring timely attendance to Complaints
Ensuring regular client feedback collation that leads to service and process improvements.
Works closely with the Broking / Sales team in prospect presentations and retention meetings etc.
Supports the technical application of systems such as billing modalities, benefit plans and system set up and reviews and interprets the impact of new applications or updates.
Evaluates statistical reports to review claims management and identifies potential issues and controls for use in training and development.
(Healthcare)
Managed and retained an efficient team of Customer Service Executives
Also, handled the sale of Individual Medical insurance policies and subsequently catered to the post sale client relationship servicing to all nature of clients for AXA including Corporate / SMEs and Individuals
Trained my team to manage various queries and challenges with regards to the below key areas
Supervising and advising rightly on the CFBs’ Client Facing Behaviors
Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service team
Complaints management and accelerate escalation process
Issuing refunds or compensation to customers
Analysing statistics or other data to determine the level of customer service your organization is providing
Schedule / initiate Inter department meetings to discuss possible improvements to customer service
Being involved in staff recruitment and appraisals
Organising Training at intervals to refresh the CS team enabling them to deliver a high standard of customer service
Learning about the organisation's products or services and keeping up to date with changes
Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending relevant presentation / courses and training.
(LIC of India, International branch office) Kingstar insurance agencies Dubai, UAE -