Manager Customer Service

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Sunil S. rao

mobile Number: +971-*********

Email ID: **************@*****.***

Career objective

Accomplishment of goals and to excel at the highest professional

standards.

Experience

MAY 2011 - TILL DATE

Associated Insurance Consultants - Abu Dhabi, UAE.

Technical Officer, Underwriting department

Responsible for Negotiation and Placement of business with Insurers.

Analyze and screen New and Renewal submission and quotations using

approved Underwriting guidelines.

Process Policies, Endorsements, Cancellations, Reinstatements and

generate Invoices.

Review applications to identify exposures for rating and quotation.

Prepare quote comparisons and proposals.

Prepare comparison sheet and benefit sheet with business development

officer.

Responsible to maintain tracking tool of business received for

Medical & Life policies.

May 2005 - March 2011

Tata AIG Life Insurance Company Pvt. Ltd.

Assistant Manager, Customer Care - Grievance Redressal Cell

(July'2010 to till date).

Handling Complaints received from IRDA/Ombudsman/CORE/Consumer

Forum/Legal Notices/MD's office.

Daily monitoring team SLA and end-to-end complaints resolution and

adherence to SLA. Support team via escalations, etc to ensure closure

within SLA.

Act as one point of contact for complaints receipt from across the

country and Distribution of Complaints received.

Process Review - Internal and External process improvement.

Extensive Quality Check on monthly basis for the team for repeat

complaints (CMS, communication and investigation).

Control based approach - Root cause analysis and control measures to

be highlighted to the FORCE team to eliminate complaints of that

nature.

Assistant Manager, Quality Auditor for processed Life Insurance

policies(Nov'2009 to June'2010).

Perform Quality check of processed cases by Underwriters.

Review of pending portfolio cases and get them issued.

Review and Upgrade of exisiting guidelines.

Prepare monthly and quarterly Quality reports to track performance of

Underwriters.

Timely training the new recruits with the Underwriting guidelines and

amendments Underwriter & other Internal customers.

Quality Audit of Reinstatement cases.

Product & System Trainings.

Assistant Manager, Medical/Financial Underwriter with authority of

Rs.40 Lakhs (Nov'2007 to Nov'2009).

Underwrite Medical and Financial cases upto limit of 40Lakhs.

Underwrite Reinstatement cases.

Review of pending portfolio to clear cases during Month ends.

Train the new joinees and team members of other departments with the

Underwriting norms.

Prepare underwriting committee meeting reports.

Review & Update of SOP's and Underwriting guidelines.

Executive, Medical/Financial Underwriter with authority of Rs.25

Lakhs (May'2005 to Nov'2007).

Underwrite Medical and Financial cases upto limit of Rs.25Lakhs.

UAT for the launch of new system.

Handling projects related to system enhancement like Work Flow

launch, sending user requirements as being the one point of contact

for the Underwriters and the IT team.

Independently handled the Auto-underwriting project in the North zone

office, streamlined and enhanced the process in a span of one week by

providing adequate training to all concerned staff.

Handled project on Risk Analysis for the New Business team, prepared

Budget for the Underwriting team and trends related to obesity and

analyzing the material non-disclosure on the application form.

Handled a project on pending analysis and pending standardisation.

April 2001- May 2005

Willis Processing India Pvt. Ltd.

Team Coach, (Team - US Certificates) - April'2004 to May'2005

Conduct Quality Checks of the Certificates issued by the processors.

Train the new recruits right from the induction level.

Respond to the Client in case of any major issues.

Convene work manuals for the team.

Handle entire Team's responsibility in absence of the Team Leader.

Accounts Controller (Team - US Accounts) - April'2001 to April'2004

Handled the biggest sensitive office (New York) designated to the

RAC.

Receive, Process & Audit of the Cash deposits by the Insurance

Company (Carrier).

Direct Bill of commissions received from Carrier's & Sub-Brokers

Reporting of the daily audit work to US staff.

Regular update of office specifics & other specified logs.

Prepared Manuals for all the process referenced above.

Imparted training to the new recruits.

Prepared checklist on calculation of Debts in a given quarter.

Handle all the work related queries of the team members.

Educational BackgrounD

N.E.S Ratnam College, Mumbai B.Com(Bachelor of Commerce)

National Junior College, Mumabi H.S.C(Higher Secondary

Certificate)

Wees English High School, Thane S.S.C(Secondary School

Certificate)

Additional Qualification

Life Office Management Institute (LOMA)

Associated Life Management Institute (ALMI).

Associated Customer Service (ACS).

Completed a Three year Diploma in Computers (GNIIT).

skill sets

Utmost knowledge about various processes in a Life Insurance sector

hence suggests various process related changes for better service.

Expertise in Financial and Medical underwriting of Life Insurance

policies.

Skillfulness in Training the new comers and existing staff on various

process in the department.

Expertise in handling various system related issues and being a one

point of contact between my department and the IT personnel.

Ability to identify the strengths and weakness of an employee and

accordingly download work which suits ones expertise.

Expertise in handling customer complaints by identifying the root

cause of the problem and suggesting alternate solutions.

MAJOR ACHIEVEMENTS

Was selected and sent to USA (Nashiville - Tennessee) for Training

for the inception of a new team "US Certificates".

Being from the Non-Underwriting background proved my caliber and got

double promoted as an Assistant Manager within two and half years of

my tenure with Tata AIG.

Worked on Six Sigma project to reduce TAT(turn around time) at

Underwriting level.

Deputed to Tata AIG Jaipur branch (Mar'10) to work on the policies

sourced through Rajasthan region and understand the ground reality of

frauds/difficulties in those locations.

Deputed to TATA AIG Delhi branch (Nov'06) for a critical project i.e.

Auto Underwriting were in policies would be Auto Issued without manul

intervention.

Received Tata AIG performance award for the quarter of April to June,

2007 for exceptional performance.

In my first year of service (Mar'2006 & 2007), Deputed to TATA AIG

Calcutta zone for service and quality checks during year end.

Nominated for Kuala Lumpur convention basis highest productivity and

minimal errors.

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