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تم إلغاء حظر المستخدم بنجاح
Muhammad Danish سوريا, Assistant General Manager – Customer Services & Complaints

Muhammad Danish سوريا

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

باكستان

دبلوم عالي, Insurance

الخبرة العملية

مجموع سنوات الخبرة: 18 سنوات, 2 أشهر

Assistant General Manager – Customer Services & Complaints

مارس 2022 - مارس 2026

Adamjee Life Assurance Co Ltd

كراتشي، باكستان

مارس 2022 - مارس 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.
مجال الشركة:
التأمين

Senior Manager – Customer Services & Claims

مارس 2019 - فبراير 2022

Adamjee Life Assurance Co Ltd

كراتشي، باكستان

مارس 2019 - فبراير 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.
مجال الشركة:
التأمين

Manager – Policy Holder Services (Customer Services and Claims)

يناير 2018 - مارس 2019

Adamjee Life Assurance Co Ltd

كراتشي، باكستان

يناير 2018 - مارس 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.
مجال الشركة:
التأمين

Manager – Customer Services Department

أكتوبر 2015 - ديسمبر 2017

Adamjee Life Assurance Co Ltd

كراتشي، باكستان

أكتوبر 2015 - ديسمبر 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.
مجال الشركة:
التأمين

Manager – New Business Department

يناير 2013 - أكتوبر 2015

EFU LIFE ASSURANCE CO. LTD

كراتشي، باكستان

يناير 2013 - أكتوبر 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.
مجال الشركة:
التأمين
الدور الوظيفي:
التمويل والإستثمار

Senior Life Underwriter (Deputy Manager)

يناير 2011 - ديسمبر 2012

EFU LIFE ASSURANCE CO. LTD.

كراتشي، باكستان

يناير 2011 - ديسمبر 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.
مجال الشركة:
التأمين

Life Underwriter (Assistant Manager)

يناير 2010 - ديسمبر 2010

EFU LIFE ASSURANCE CO. LTD.

كراتشي، باكستان

يناير 2010 - ديسمبر 2010

• Underwrote applications per company guidelines.
• Designed & developed Operations Manual for New Business Department.
• Revamped Medical Requirements Tracking System.
مجال الشركة:
التأمين

Associate Life Underwriter

مايو 2008 - ديسمبر 2009

EFU LIFE ASSURANCE CO. LTD.

كراتشي، باكستان

مايو 2008 - ديسمبر 2009

• Underwrote applications per company guidelines.
• Designed & developed Operations Manual for New Business Department.
• Revamped Medical Requirements Tracking System.
مجال الشركة:
التأمين

Internship

يونيو 2005 - أغسطس 2005

FAYSAL BANK LTD

كراتشي، باكستان

يونيو 2005 - أغسطس 2005

مجال الشركة:
البنوك
الدور الوظيفي:
البنوك

التعليم

Life Management Institute)

نوفمبر 2011

نوفمبر 2011

دبلوم عالي، Insurance

الولايات المتحدة

Academy of Life Underwriting

مايو 2011

مايو 2011

دبلوم عالي، Insurance

الولايات المتحدة

PAF - KIET

يونيو 2008

يونيو 2008

ماجستير، MBA - Marketing

باكستان

المعدل التراكمي (نقاط): 3.15 من 4

المعدل التراكمي (نقاط): 3.15 من 4

PAF KIET

مايو 2008

مايو 2008

ماجستير، Marketing

باكستان

PAF - KIET

يونيو 2007

يونيو 2007

ماجستير، MBA - Finance

باكستان

المعدل التراكمي (نقاط): 2.85 من 4

المعدل التراكمي (نقاط): 2.85 من 4

PAF - KIET

يونيو 2005

يونيو 2005

بكالوريوس، BBA (Hons.) - Finance

باكستان

المعدل التراكمي (نقاط): 2.96 من 4

المعدل التراكمي (نقاط): 2.96 من 4

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

يونيو 2002

يونيو 2002

الثانوية العامة أو ما يعادلها، FSC - Computer Science

باكستان

Pakistan School

مارس 2000

مارس 2000

الثانوية العامة أو ما يعادلها، Computer Science

البحرين

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

حسابات مواقع التواصل الاجتماعي

اللغات

الانجليزية

متمرّس

الأوردو

متمرّس

العضويات

LOMA

Fellow

November 2011

Academy of Life Underwriting

Associate

April 2011

التدريب و الشهادات

الشهادات
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
التدريب
From Technical Professionals to Managers and Leaders
TCS Octara
May 2013
Interpersonal Communication Skills
EMEC IoBM
May 2014

الهوايات والاهتمامات

Books