Policy Management Team Leader
Allianz Worldwide Care
Total years of experience :19 years, 11 Months
Managing effectively the Policy Management department and providing all internal and external customers with prompt and excellent support all times. Efficiently managing a high pressure and fast paced team to deliver effectively and support the business within tight SLA’s.
Development and maintenance of robust quality controls
Prioritization, delegation and completion of daily workload to ensure SLA’s are met
Implementation of new business and support of tailored client specifications
Client retention and maintaining high level of customer service
Team motivation, Lead, manage, develop and motivate direct reporting staff through regular team and individual meetings. Carry out individual performance management, Quarterly PMAD’s and planning meeting in the start of the year
Maintain and improve productivity efficiency and quality of the team. Provide individual development coaching as well develop senior officers in the department.
Lead team to provide all services from enrolment to renewal for the relevant region, assuring that new business, renewal terms, renewals and amendments are processed within agreed time frames.
Ensure each team member consistently meets service standards
Collate productivity stats and update weekly reports for management.
Work with the manager to develop and maintain a robust quality checking process for the department and reporting weekly on quality standards.
Continually monitor and review processes and procedures, including systems processes and recommend the necessary enhancements when required.
Liaise with other departments, brokers, relationship managers & regional sales managers on regular basis.
Deal with escalated queries and complaints promptly and effectively and ensure the senior management is kept updated always.
Work with department Technical Specialist to provide an effective training program for existing and new team members.
Take part in projects when required, review documentation, research information, investigate and provide feedback to management.
Drive employee engagement within the department and actively contribute to engagement initiatives across Operations.
Advocate an atmosphere of open, honest communication and instill a collaborative approach within the department.
Manage team annual leaves and sick leaves/absenteeism and ensure Manager is kept updated.
Ensure regional regulatory requirements and risk management/audit are met consistently across all functions within the team.
Work on ad hoc projects (HAAD, Member Register, NEXTCARE integration etc.) as and when required.
Conducting external interviews for the department as required.
Liaise with the Technical Departments to understand the requirements of clients and Expedite new projects
Relationship Management and Key account handling of Main Clients.
Liaise with Clients on a regular basis for on-going projects/New projects and relation management
Research, Business Intelligence and regular study of the market trends, projects and contracts awarded across various sectors that may require EE services.
Devise new techniques to increase brand name and approach along with management team and marketing division.
Identifying Key Decision makers and organizing business meetings for the Global Operations Managing Director and the Head of Strategic Business.
Identifying New Business Opportunities and New Markets to capitalize upon.
Sr. Client Service Officer (Nov 2009 to Mar 2012)
Arab Orient Insurance Company Allianz World Wide Care - (Subsidiary of Allianz Group)
Allianz Worldwide Care is a wholly owned subsidiary of the Allianz Group, a global company which serves more than 75 million customers in over 70 countries worldwide. AWCS specialize in providing international (expatriate) health insurance for employees, individuals and their dependants, wherever they are in the world.
Profile: As a Client Service Officer involved in mainly policy administration for many reputed corporate clients and Handling many reputed brokers. An expert in Policy Administration, new product Setup, Schemes, Quotations as per Client/brokers requirement
Job Responsibilities & Accomplishments:
⇨ Liaise with Brokers and Clients for policy administration of group schemes.
⇨ Policy administration - Addition/Deletion of new members under the group schemes and policy amendments.
⇨ New Business set up in the system once the quotes are confirmed.
⇨ Product Set Up -Liaise with the Sales Department in building the Table of Benefits to meet the client's expectations and requirements.
⇨ Renewal Business- Renewal of the scheme and the renewal of policies
⇨ Product Renewal- Renewal of existing products / making the necessary amendments to the clients Table of benefits if requested upon renewal of the group scheme.
⇨ Preparation of renewal terms- Preparation of Sales Details/ Preparation of Quotes / Preparation of the Premium Rate Tables / Preparation of Table of Benefits./ Preparation of Company Agreements.
⇨ Liaise with actuarial and pricing departments to run quotes based on discounts and commissions advised by the pricing department.
⇨ Registration of the Tailored Table of Benefits on the website of Health Authority of Abu Dhabi for approvals.
⇨ Preparing and Issuing Insurance Certificates.
⇨ Team Reporting (SLA Reports) in the absence of Client Service Supervisor.
This is a GCC based Contact Centre Solutions Provider having many projects in the Middle East. Presently handling many Govt. Projects including Ministry of Labour, Ministry of Health, and Immigration etc.
Profile: Mainly involved in the Training manual preparation of/for the Agents and coordinating all Activities of the Contact Centre including team management, Complaint Handling, Training, Business Development, escalated call handling etc.
Job Responsibilities & Accomplishments:
Was involved in the Business development for a project taken up by MBS for our clients “The Ministry Of Labour ”-UAE
Liaison agent between MOL and the Company for Contact Centre related matters.
Prepared Training manual for the agents employed for the Contact Centre of the Ministry.
Version modifications of the training manual based on new rules and regulation implemented by the Ministry.
Effective Complaint Handling and attending to escalated calls.
Training of the new C.S agents.
Processing customer care information by storing, retrieving and supplying information as and when required.
MIS
Team Administration and Office Management.
CMMI Level 5 Insurance Company Based in UK. ACIS is also a pioneer in the ITES industry in Kerala and is ISO: 9001-2000 certified for its business processes. Allianz Group is one of the largest global financial service providers in the world.
Profile: Call Handling, and providing Customer Support and Creating Insurance policies and additionally handled quality Assurance.
Job Responsibilities & Accomplishments:
Best Employee Award for Three Consecutive Times.
Effective call handling in an inbound voice process thereby setting up insurance policies.
To implement the required quality standards set by our client base and by the management.
To ensure the quality of all the agents and executives in meeting their SLA’s and KPA defined to them. Make Quality Based reports for Management review.
To present on weekly and monthly basis the gaps in quality analysis.
Process Training for the new comers in the department.
A reputed Women’s College established in 1958 accredited by the Central Government Education Ministry, with a student strength of more that 2, 700.
Conducting lectures for Graduate and Post Graduate Students in the field of Physiology, Immunology, Genetics, Molecular Biology, Environmental Sciences, Cytology, Ecology and Evolution.
Providing practical training in the above mentioned courses.
General mentoring of the students.
CII level 1- Has passed IF1 Insurance , Legal and Regulatory unit with 10QCF points in 2011
⇨ Bachelor of Education from Kerala University 2004
⇨ Master of Life science From Kerala University with Rank 2003.
⇨ Bachelors in Science (Zoology), Kerala University with Rank, 2001.