Kiran H M

• Administering property damage claims within US region
• Facilitated reconciliation of bordereau premium and claims
• Implemented claim process adhering to US regulations.

• Co-ordinated with General Manager in different operational issues
and promotional activities
• Developed and maintain operational guidelines for staff
• Supervised operations team to support operational excellence and
excellent customer service
• Analyze & provide Resolution to customer complaints within TAT,
avoiding recurrence of repeated complaints
• Manage Partner Performance, SLAs and drive KPIs, Have weekly and
monthly reviews with partners
• Create and execute procedures to improve efficiency and
effectiveness; Improving processes and systems
• Client Reconciliation and Agent reconciliation process

• Passionate about learning and committed to continual improvement
• Worked well in a team setting, providing support and guidance
• Participated in team projects, demonstrating an ability to work
collaboratively and effectively
• Proved successful working within tight deadlines and a fast-paced
environment
• Spearheading backend operation & customer service team of
Physician practice
• Monitoring overall functioning processes, identifying areas of
improvement & implementing adequate measures to maximize
customer satisfaction level
• Heading backend operation team, taking care of multi-location
backend executives, dieticians, counselors & doctors
• Taking care of Campaign life cycle management (planning, cost
analysis, detailing & execution) & also product customization as
client requirement
• Heading onsite campaign management team, Vendor management &
health care provider networking
• Taking care of wellness campaign corporate health trend report,
analysis & campaign MIS
• Handled Major Wellness & Preventive Health Projects for Johnson &
Johnson, NDS- CISCO India, Fidelity India, DMG Mori Seiki India

• Lead the Quality check of the proposals & process the proposals for
Motor Insurance, Health Insurance, Travel Insurance and property
• and casualty products.
Manage the cover notes for the Karnataka Region, Reconcile the
cheque bounce cases
• Train the sales team post analysis of the improvements contributing
to increase in business
• Involved in the pilot business requirements for the operations from
development to UAT & production
• Single points of contact for the customer walk in, agents, dealers
etc
• Prepare Management reports related to Cheque Bounce, Dispute
reports and Agent Payout Cheque records
• Prepare training plans and proposed training schedules for the team

• Quality checks of Policies, processing and Endorsements of Motor
Products
• Handling customer support desk & agents service desk
• Issuance of cover notes
• Submission of branch performance & comparative report to the
management
• Responsible for managing formalities of surrender, lapse and revival
of policies
• Ensuring smooth flow of banking activities like acceptance and
deposit the Cheques to CMS, Creation of PID, CCR, cash deposits
• Taking care of training session of AML (Anti money laundry) &
regulatory guidelines session for sales folks & Agent advisors on
regular intervals
• Taking care of post policy query & complaints, Branch MIS, branch
operations
• Monitoring overall functioning processes, identifying area of
improvement & implementing adequate measures to maximize best
processing results with Zero error
• Handled customers complaints and questions with utmost
professionalism to restore satisfaction and maintain loyalty to
branch
• Protected branch assets through security monitoring and effective
assessment techniques at each customer contact point
• Helped customers effectively navigate bank technology such as
kiosks and mobile access to reduce common questions and
unprofitable interactions

• Responsible for processing travel claims and Extended warranty
claims and Workmen Compensation Claims
• Responsible for publishing daily, weekly and monthly performance
report to management.

•
Led a high-performing team of Assistant Managers and Claims
Associates, driving efficient processing of Travel, Medical, and
PersonalAccident Claims in a fast-paced, customer-focused
environment.

• communication and a solutions-oriented approach.
Mentored team members through hands-on coaching, feedback
loops, and skill-building in digital claims tools and customer service
excellence.
• Managed claims communication with a customer-first approach,
enhancing engagement and satisfaction through empathy, clarity,
and responsiveness.
• Identified operational gaps and risks, using agile, collaborative
problem-solving to implement rapid improvements and maintain
service quality.
• Built and maintained strong client relationships, focusing on
proactive communication, retention, and personalized service
delivery.
• Stayed ahead of industry and technology trends in claims
management, championing process innovations to improve
turnaround time and customer experience.

• Responsible for processing travel claims, credit-linked loan claims,
and death claims with a focus on accuracy, timeliness, and
regulatory compliance.
• Participated in formulating improvement proposals for the claims
management platform
• Address customer service issues independently and seek help for
complex matters
• Enhanced Centers success in achieving exceptional customer service
by consistently completing calls within set work hours
• Received and applied performance feedback from peers
• Mail required documentation to designated units for comprehensive
review and completion
• Managed communication with various stakeholders through multiple
channels for insurance-related assistance
• Conducted second reviews of work completed by team members
• Excelled in achieving targets related to efficiency, accuracy, and
quality
• Ensure timely completion of requests by maintaining tracking system

• Directed customer-centric operations for diverse Group Medi Claim
portfolios maintaining high service quality standards
• Established and sustained business relationships with corporate
clients, insurance companies, and TPA partners
• Oversaw all key aspects of GMC policy portfolios to meet operational
objectives
• Analyzed key areas for improvement, introducing initiatives to
optimize service quality
• Liaised with corporate HR for accurate administration of member
and dependent changes
• Oversee corporate CD data