Product Development Officer
RAK Insurance
مجموع سنوات الخبرة :23 years, 6 أشهر
Process Improvement
Conduct continuous research for new product opportunities.
Analyse and create projections for future market trends.
Assist in supervising and managing new life and non-life insurance products development in the
Bancassurance Team and manage online operations management.
Help in coordinating and preparing Sales support collateral for specific insurance product or for the new
product line.
Help in conducting analysis of competitor’s products features, pricing and other information.
Provide and develop content for the important documents required when launching a new insurance
product like policy wording, terms and conditions, product presentations, brochures etc.
Driving product solutions through market requirements, product contract, and positioning.
Develop new products and revamp existing products
Analyse and recommend potential partner relationships for products.
Highlights
Assisted in developing new products and provided enhancement to existing ones on a regular basis.
Assisted in designing new insurance products for specific insurance coverage needs.
Coordinated with marketing department and prepared marketing requirements as required
Coordinated effective working of all products and its development and deployment on the online portal.
Facilitated and conducted training for the newly developed products.
Process Improvement
Responsible for all the operations, developing operational reports and performance of the BPO teams
Handling Escalations when required
CURRICULAM VITAE
Conducting Monthly appraisals and feedback on team performance
To brief the whole team of any modifications in the operation process.
Responsible for monitoring the work of each team member.
Follow up Client enquiries when required and improvise enquiry content to support search indexing
Daily operations reports & evaluations to Project Manager.
Any other jobs assigned as part of the Client Business support activities.
Highlights
Maximized team performance by identifying, developing and using strengths of team members, as well as
locating, detecting and resolving problems and weaknesses of each team individual.
Ensured that any gaps in performance or quality are quickly identified and addressed.
Was able to bring in new client business through the good and satisfactory service referral by existing
clients
Process Management:
Responsible for entire Kerala regional operations (consists of 10 Retail Branches &3 Virtual Branches)
including Administration.
Key Areas Include supervision of initial Quality Checks of Policy issuance &Endorsements, of Non Motor
Products like Health, Travel, Home and all Corporate products and improving Process TAT with Zero
Errors, Banking, and other day to day activities of the branch.
Ensure adequate controls and compliance of daily procedure which consist of financial & service
transactions and administrative activities
Authorizing and final acceptance of New Business Applications at branches.
Responsible for maintaining High Quality standards in Processing Timelines and Branch Hygiene.
Circulating Process updates across branches in Kerala with respect to the changes
Co-ordination with Central Processing Team and ensure smooth movement of insurance related file
movement and follow up within the team to solve the discrepancy.
Conducting internal Process audits & process reviews for strict adherence to the process
parameters/systems as per defined guidelines.
Operations & Customer Relationship Management:
Framing work direction & Plan for associates after assessment of their capabilities, preparing and
presenting various weekly/monthly MIS reports pertaining to process/productivity.
Providing Value added solution services by program reviews, monitoring post service activities like follow
up with the clients, service reminders & handling customer grievances for superior solution centre
experience.
Team Management:
Managing a team of 15 Employees and performing functions viz.manpower planning, recruitment &
selection, induction, performance appraisal & training.
Leading, mentoring & monitoring the performance of team members to ensure efficiency in process
operations & meeting of Individual & group targets.
Conceptualizing & development need based training for developing multi skilled workforce within sub
processes for optimum efficiency.
Got the opportunity to handle the regional Office of Kerala, and was promoted as Branch Service Manager
within 1 Year of Joining.
Responsible for 99.6% TAT Achievements for, Policy Conversions.
Successful implementation of Customer Service Desk at Cochin branch and improved customer satisfaction
by providing speedy resolution to customer complaints/Queries, which in turn helped us to cross sell other
products to walk in customers. This has changed the concept of customer service from a service desk to
revenue-generating Team.
Ensured that the Branch operations was in the first 3 ranking PAN India rating for quality and TAT
adherence on a month on month basis.
Responsible for Handling Operations and Customer service for Kerala.
Ensuring customer satisfaction by achieving service quality norms
Responsible for maintaining High Quality standards in Processing Timelines and Branch Hygiene
Supervising & monitoring the smooth flow and processing of applications
Handling Accounts, Administration and MIS for the Cochin Branch
Highlights:
Providing Value added solution services by program reviews, monitoring post service activities like follow
up with the clients, service reminders & handling customer grievances for better service experience.
Servicing premium agents &customers, with respect to operational issues and ensure higher level of
customer satisfaction by strict adherence to process layout.
Help in sales co-ordination and operations of the Bancassurance team.
Scrutinizing and processing of all application forms.
CURRICULAM VITAE
One point of contact between the underwriting and the Bancassurance sales team.
Generate Quotes to clients based on their requirements.
Handle and resolve sales queries n complaints in co-ordination with the operations department.
Handle building and reporting of all MIS to the regional manager
Reporting directly to branch manager Alternate distribution
Medical co-ordination with the hospitals for customers and sales team.
Handling of rejection and premium collections and co-coordinating for the same with the sales team
HR co-ordination.
Highlights:
Played a major role in terms of activation of lapsed policies.
Awarded Best Performer for Operations by the Country
Front Office and Customer service
Student Counselling for various courses offered.
Preparing regular client reports
Handling travel confirmations of corporate clients and VVIP’s
Handling International and Domestic ticketing
Provide fare calculation and computer reservations
Attending customer's queries through emails and phone calls.
Coordinating with Airlines for the bookings and other services