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Muhammad Danish Surya, Assistant General Manager – Customer Services & Complaints

Muhammad Danish Surya

Assistant General Manager – Customer Services & Complaints·Adamjee Life Assurance Co Ltd

Pakistan

Higher diploma, Insurance

Work experience

Total years of experience: 18 years, 2 months

Assistant General Manager – Customer Services & Complaints

March 2022 - March 2026

Adamjee Life Assurance Co Ltd

Karachi, Pakistan

March 2022 - March 2026

• Managed financial reporting for Customer Services, Complaints & Claims departments.
• Developed SOPs and strategies to enhance renewal persistency and revive lapsed policies.
• Designed internal controls for underwriting of IL Claims, reinstatements, surrenders, loans, maturities.
• Automated operational processes via custom CRM (Task Management, Complaint Module, Lead Management synced with agent mobile app).
• Represented company at SDRC (SECP) and Federal Insurance Ombudsman.
• Provided underwriting consultation for complex and HNW customers.
• Improved query resolution time by 30% via new CRM.
• Designed and implemented Instant Redemption Module, accelerating investment settlements by 40%.
• Achieved 80% customer satisfaction in annual surveys.
• Led corporate initiative: Customer Experience Enhancement Program.
• Member: Fraud Management Committee (recovered Rs. 5M+), Product Development Team, Claims Committee.
• Secretary - Product Management Group.
• Served on SECP’s Policy Locator working committee (industry-wide SMS service for beneficiaries).
• Completed at least two performance reviews each year; incorporated customer feedback into service strategies.
Company industry:
Insurance & TPA

Senior Manager – Customer Services & Claims

March 2019 - February 2022

Adamjee Life Assurance Co Ltd

Karachi, Pakistan

March 2019 - February 2022

• Managed financial reporting for Customer Services, Complaints & Claims departments.
• Led team through new ERP implementation (COREAPP+).
• Developed internal checks for reinstatements, surrenders, loans, maturities.
• Achieved 90% TAT during 2020 lockdowns - ensured uninterrupted service.
• Designed and implemented Instant Redemption Module, accelerating investment settlements by 40%.
• Developed HNW service strategies, improving retention by 25%.
• Awarded ‘Best Support Department’ (2019) for cross-functional collaboration.
Company industry:
Insurance & TPA

Manager – Policy Holder Services (Customer Services and Claims)

January 2018 - March 2019

Adamjee Life Assurance Co Ltd

Karachi, Pakistan

January 2018 - March 2019

• Managed financial activities of Customer Services & Claims.
• Conducted data analysis of customer database to correct and update client information.
• Coordinated with external auditors for process audits.
Company industry:
Insurance & TPA

Manager – Customer Services Department

October 2015 - December 2017

Adamjee Life Assurance Co Ltd

Karachi, Pakistan

October 2015 - December 2017

• Led Customer Experience Enhancement Strategy at departmental level.
• Managed costs, budgets, and managerial reporting.
• Developed SOPs, renewal persistency strategies, and complaint resolution frameworks.
• Provided underwriting consultation for complex and HNW customers.
Company industry:
Insurance & TPA

Manager – New Business Department

January 2013 - October 2015

EFU LIFE ASSURANCE CO. LTD

Karachi, Pakistan

January 2013 - October 2015

• Managed overall department operations; coordinated with branches on proposal processing.
• Liaised with SECP for updating information on unsuccessful proposals.
• Senior member of Departmental Underwriting Audit (New Business & Bancassurance).
• Authorized to issue standard medical cases and sub-standard cases up to 50% extra mortality and Rs. 8M sum at risk.
• Authorized to issue applications up to Rs. 10M and sign policies up to Rs. 15M.
• Process holder for income estimation of high-profile clients via third-party consulting firms.
• Member of Product Implementation Team.
Company industry:
Insurance & TPA
Job role:
Finance and Investment

Senior Life Underwriter (Deputy Manager)

January 2011 - December 2012

EFU LIFE ASSURANCE CO. LTD.

Karachi, Pakistan

January 2011 - December 2012

• Underwrote new life insurance applications (medical & non-medical).
• Process holder for new insurance applications and income estimation.
• Represented New Business Department on IBM FileNet Document Imaging Workflow System.
Company industry:
Insurance & TPA

Life Underwriter (Assistant Manager)

January 2010 - December 2010

EFU LIFE ASSURANCE CO. LTD.

Karachi, Pakistan

January 2010 - December 2010

• Underwrote applications per company guidelines.
• Designed & developed Operations Manual for New Business Department.
• Revamped Medical Requirements Tracking System.
Company industry:
Insurance & TPA

Associate Life Underwriter

May 2008 - December 2009

EFU LIFE ASSURANCE CO. LTD.

Karachi, Pakistan

May 2008 - December 2009

• Underwrote applications per company guidelines.
• Designed & developed Operations Manual for New Business Department.
• Revamped Medical Requirements Tracking System.
Company industry:
Insurance & TPA

Internship

June 2005 - August 2005

FAYSAL BANK LTD

Karachi, Pakistan

June 2005 - August 2005

Company industry:
Banking
Job role:
Banking

Education

Life Management Institute)

November 2011

November 2011

Higher diploma, Insurance

United States

Academy of Life Underwriting

May 2011

May 2011

Higher diploma, Insurance

United States

PAF - KIET

June 2008

June 2008

Master's degree, MBA - Marketing

Pakistan

GPA (point): 3.15 out of 4

GPA (point): 3.15 out of 4

PAF KIET

May 2008

May 2008

Master's degree, Marketing

Pakistan

PAF - KIET

June 2007

June 2007

Master's degree, MBA - Finance

Pakistan

GPA (point): 2.85 out of 4

GPA (point): 2.85 out of 4

PAF - KIET

June 2005

June 2005

Bachelor's degree, BBA (Hons.) - Finance

Pakistan

GPA (point): 2.96 out of 4

GPA (point): 2.96 out of 4

Bahria Colleger, N.O.R.E. 1

June 2002

June 2002

High school or equivalent, FSC - Computer Science

Pakistan

Pakistan School

March 2000

March 2000

High school or equivalent, Computer Science

Bahrain

Skills

Complaints Management
Expert
Complaints Management
Expert
operations
Expert
operations
Expert
Customer Service
Expert
Customer Service
Expert
Insurance
Expert
Insurance
Expert
Underwriting
Expert
Underwriting
Expert
IBM FileNet
Intermediate
IBM FileNet
Intermediate
Web Designing
Beginner
Web Designing
Beginner
MS Office
Intermediate
MS Office
Intermediate
Policy Management
Expert
Policy Management
Expert
CRM
Expert
CRM
Expert
Complaint Management
Expert
Complaint Management
Expert
Operational Excellence
Expert
Operational Excellence
Expert
Project Management
Expert
Project Management
Expert
Customer Service
Expert
Customer Service
Expert
operations
Expert
operations
Expert
Operation
Expert
Operation
Expert
Team Management
Expert
Team Management
Expert
Management
Expert
Management
Expert
Microsoft Office
Expert
Microsoft Office
Expert
CLAIMS AND LITIGATION MANAGEMENT
Intermediate
CLAIMS AND LITIGATION MANAGEMENT
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
FINANCIAL UNDERWRITING
Intermediate
FINANCIAL UNDERWRITING
Intermediate
INDIVIDUAL LIFE INSURANCE
Intermediate
INDIVIDUAL LIFE INSURANCE
Intermediate
LEADERSHIP
Intermediate
LEADERSHIP
Intermediate
MANAGEMENT
Intermediate
MANAGEMENT
Intermediate
OPERATIONAL EXCELLENCE
Intermediate
OPERATIONAL EXCELLENCE
Intermediate
REGULATORY COMPLIANCE
Intermediate
REGULATORY COMPLIANCE
Intermediate
STRATEGIC LEADERSHIP
Intermediate
STRATEGIC LEADERSHIP
Intermediate
STREAMLINING
Intermediate
STREAMLINING
Intermediate
Finance
Expert
Finance
Expert
Insurance
Expert
Insurance
Expert
Science
Expert
Science
Expert
MBA Finance
Expert
MBA Finance
Expert
Underwriting
Expert
Underwriting
Expert
CLAIMS AND LITIGATION MANAGEMENT
Intermediate
CLAIMS AND LITIGATION MANAGEMENT
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
DIGITAL TRANSFORMATION
Intermediate
DIGITAL TRANSFORMATION
Intermediate
FINANCIAL UNDERWRITING
Intermediate
FINANCIAL UNDERWRITING
Intermediate
INDIVIDUAL LIFE INSURANCE
Intermediate
INDIVIDUAL LIFE INSURANCE
Intermediate
LEADERSHIP
Intermediate
LEADERSHIP
Intermediate
MANAGEMENT
Intermediate
MANAGEMENT
Intermediate
REGULATORY COMPLIANCE
Intermediate
REGULATORY COMPLIANCE
Intermediate
STRATEGIC LEADERSHIP
Intermediate
STRATEGIC LEADERSHIP
Intermediate
STREAMLINING
Intermediate
STREAMLINING
Intermediate
BUSINESS OPERATIONS
Intermediate
BUSINESS OPERATIONS
Intermediate
AUTOMATION
Intermediate
AUTOMATION
Intermediate
CLAIMS AND LITIGATION MANAGEMENT
Intermediate
CLAIMS AND LITIGATION MANAGEMENT
Intermediate
CUSTOMER RETENTION
Intermediate
CUSTOMER RETENTION
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
DIGITAL TRANSFORMATION
Intermediate
DIGITAL TRANSFORMATION
Intermediate
FINANCIAL SERVICES
Intermediate
FINANCIAL SERVICES
Intermediate
FINANCIAL UNDERWRITING
Intermediate
FINANCIAL UNDERWRITING
Intermediate
INDIVIDUAL LIFE INSURANCE
Intermediate
INDIVIDUAL LIFE INSURANCE
Intermediate
TEAM LEADERSHIP
Intermediate
TEAM LEADERSHIP
Intermediate

Social profiles

Languages

English

Expert

Urdu

Expert

Memberships

LOMA

Fellow

November 2011

Academy of Life Underwriting

Associate

April 2011

Training and Certifications

Certifications
Advanced
Leadership Development Program
Building High Performance Teams
Leadership Excellence
ALU 101
Underwriting
Advanced Excel (PICG)
Leadership (LUMS)
Underwriting
Advanced Excel (PICG)
Leadership (LUMS)
ALU 101 (Academy
FLMI
Training
From Technical Professionals to Managers and Leaders
TCS Octara
May 2013
Interpersonal Communication Skills
EMEC IoBM
May 2014

Hobbies and interests

Books