Operation Manager
Al Yamama Insurance Brokers Company
Total years of experience :19 years, 2 Months
- Pricing for all motor products.
- Issuing renewal and follow up
- Claim reports analysis. Study loss ratio
- liaising with insurance brokers and customers
- Policy issuance and subsequent follow up Customer service
- Overall management of motor portfolio
The Organization is one of the leading Arab and regional insurance companies.
Joined as General Underwriting and worked up the hierarchy to the position of Senior Underwriter - General.
Designation Chronology:
• May ’12 - Present : Senior Underwriter - General
• Jan ’11 - May, 2012 : Zone Supervisor
• Apr '08 - Dec ’10: Life & Medical Underwriting Officer
• Jan '06 - Apr '08: Motor Claims Department Director
• Feb '05 - Jan '06: Claims Department Supervisor
• Jan '04 - Feb '05: General Underwriting
• Make thorough evaluations and assessments of a contractor’s financial, technical, organizational, and management capacities as well as a subjective judgment of character.
• Monitors assigned book of business from an underwriting standpoint. Continuously evaluates the qualitative characteristics of the business (new and existing). Assesses and identifies changes in all aspects of the business including, but not limited to, work program to financial strength criteria, nature of work performed (inherent risk), accuracy and timeliness of data flow, and exposure analyses. Coordinating issues with experienced colleagues on a regular and timely basis to exchange experience for some cases.
• Supporting other junior underwriters and guide them to enable them assess risks and take prudent decisions. Diligently and conscientiously pursues resolution of open issues, documents end result, and adjusts credit parameters extended to specific accounts based upon such facts.
• In connection with surety program recommendations which fall outside of normal underwriting standards, applies sound reason and business logic to reach decision.
• As necessary, collaborates with Surety Claims staff to evaluate and/or resolve claim issues expeditiously and effectively, and taking immediate action to restrict credit on affected account.
• Communicating with competitors on matters involving co-surety and shared surety.
• Participated in special projects as requested/assigned by my management.
• I have full comprehension of most MIS applications to monitor the quality of existing business. Input data on accounts as necessary and modify analyses and maintain lines of credit in a current and accurate manner.
• Partners with more Senior Home Office staff and independently to identify, solicit, and contact brokers/agents/producers.
Key Responsibilities as Zone Supervisor (Jan ’08 - Present):
• Superintending the entire array of day-to-day branch operations, developing business strategies to enhance market share thereby increasing profits.
• Investigating, evaluating, negotiating and settling claims in an assigned area to include verification of coverage, legal liability and extent of damage to persons/property.
• Evaluating KPI and trends, such as financial ratios and cross division comparisons, including establishing financial benchmarks of acceptable performance along with the financial covenants imposed by lending banks and following up till all discrepancies are solved.
• Following monthly/yearly closings of accounts, liaising with external auditors, compiling detailed reports on audit findings, making recommendations to improve management practices.
• Focusing on achievement of sales targets. Expanding business reaches and proactively creating new sales opportunities.
• Identifying, defining, setting-up, communicating and monitoring adherence to standards for customer care through proper servicing to ensure customer satisfaction for services delivered to each remote user.
• Keeping abreast with market conditions, customers demand, internal operations of the company and competitor products/pricing and accordingly devising effective action plans to counter the same and penetrate new markets.
• Training subordinate staff in procedures of claims investigation to improve performance levels of employees in line with established standards.
Key Responsibilities as Life & Medical Underwriting Officer (Apr '08 - Dec ’10:
• Created/prepared new medical and life quotations, renewed invitations and maintained a profitable portfolio through issue of medical and life policies and endorsements for agents, brokers and direct customers.
• Evaluated insurance contracts and compliance with contract requirements. Liaised with clients/insurance company personnel for renewing negotiations, underwriting, claims, loss control and credit issues.
• Reviewed and documented recommendations for claim disposition; including evaluation, litigation, negotiation and settlement of claims.
• Understood/verified underwriting requirements and suggested improvements to better respond to the client’s risk exposures.
• Conducted specialized statistical and data analysis for the preparations and issuance of quotations in compliance with company policies and procedures.
• Ensured accurate maintenance of files, records and documents for all operations as well as followed up on and updated customer complaint reports and non-conformance reports for individual products.
• Generated new systems as well as installed medical and life policies data for the follow-up of the same by the members.
• Communicated and updated information relating to the policies in special medical and life program as well as replied to the queries of the customers and the agents.
• Drafted necessary reports including comparing sheet for medical Issuing and submitted the same to the senior management for taking further corrective actions.
Key Responsibilities as Motor Claims Department Director (Jan '06 - Apr '08):
• Developed and maintained an effective organizational structure that reflects operational needs and defines the authority matrix for all management positions.
• Maneuvered the existing business forward by identifying new, profitable opportunities and converting them into commercial contracts.
• Oversaw claim files, reviewed and analyzed requisite claims documents as well as processed company’s core system to ascertain compliance with established standards. Managed tracking system and described the loss to reflect actual circumstances.
• Provided guidance to claim representatives for complicated claims, explored all available options and coordinated with production section to settle claims within set time frames.
• Reviewed, analyzed and evaluated the settle claims and reimbursements as well as gave approval for the settlement of the same.
• Devised and developed special system to track reimbursement of claims as well as implemented methods to enhance techniques to report and settle claims.
• Maintained a quality assurance program to support total performance management initiative as well as consistently delivered quality claims service.
• Kept abreast of all pertinent legislation, rules and regulations in areas of motor insurance to ensure smooth execution of all day to day activities of the organization.
• Projected a highly professional and customer friendly facade to clients, forging long term business relationships as a key impetus to expansion and growth.
Key Responsibilities as Claims Department Supervisor (Feb '05 - Jan '06):
• Prepared written or computerized estimates in loss settlement and assisted agents in the settlement of claims.
• Reviewed files, obtained coverage information and contacted insured/claimant to discuss claim process and determined the type and extent of loss and ensured the claim in consistent with all reported facts.
• Analyzed damage and determined whether to repair or replace damaged parts. Performed physical damage inspections as required and arranged for vehicle/ inspections.
• Prepared estimate of works with direct repair facilities to obtain necessary information. Ensured the sale of salvage to reduce claim costs.
• Conducted audits of direct repair facility inspections to ensure accuracy of estimates and adherence to corporate procedures. Authorized repairs and updated claims diary.
• Assisted in the recovery of corporate claim expenditures from insured/ applicants, uninsured motorists, businesses, other insurers, etc. in accordance with established procedures.
• Provided guidance to claim representatives with claims that are more complicated/ complex, explored all available options to settle claims with time frames.
Previous Professional Experiences:
• Nov '01 - Dec '03: Maintenance Representative, Anfal Wayne-Dalton for Automatics Door Co.
• Aug '01 - Oct' 01: Personal Representative, Zahid Tractor &Heavy Machinery Co. Ltd.
