Insurance Operations/Customer Services/Bancassurance/Product Developme
Resume:
MUHAMMAD JALIL USMAN KHAN
Address: Flat No. ***, Building No. 503, Al-Nahda II, Dubai Mobile: +971*********
Landline: +971******** Mail: **********@*****.*** / ************@*******.***
INSURANCE OPERATIONS / CUSTOMER SERVICES / CLAIMS MANAGEMENT / PRODUCT & SYSTEM DEVELOPMENT PROFILE
Exploring Leadership opportunities in Managerial roles with globally reputed Financial Services Company
MBA with ACS & PCS Certifications, and 17.5 Years exposure in Insurance Selling & Renewal Persistency, Relationship Building, Operations, Customer Services, Claims Handling, and Product/System Development domains across the Insurance sector, with Track Record of Success in .
Insurance Relationship Building Negotiations Customer Orientation System Development
EXECUTIVE SYNOPSIS
 Lastly associated with SALAMA Islamic Arab Insurance Co. (Dubai, UAE) as a Senior Manager (Family Takaful).
 Goal-oriented and diligent professional, presenting vast experience in Operations, Customer Services, Claims Handling, and Product/System Development and Relationship Building.
 Certified PCS & ACS (Customer Services Professional), ensuring Renewal Persistency, qualifying for Annual Sales & Marketing Convention, securing Top Ranks in Annual Sales Competition, being in Top Ten in Direct Selling of Insurance Products, attaining Sales Targets, bagging Company Persistency Cup, and establishing Bancassurance Relations.
 Possess in-depth Insurance knowledge, with expertise in Relationship Building, Negotiations, Customer-Friendly Attitude, and System Development excellence.
 Hands-on experience in Unit Linked Products
 Characterized as an honest, integrated, strong, emotionally intelligent, self-motivated, and integrated Team Player.
ACADEMICS
 MBA (Marketing) Asian Management Development Center, Lahore, Pakistan 1995
 Graduation University of the Punjab, Lahore, Pakistan 1992
RECENT WORK EXPERIENCE
SALAMA - Islamic Arab Insurance Co. (PSC), Dubai, UAE: Apr 2007 to Jun 2014
Company Profile:
SALAMA TAKAFUL is the largest Takaful Company in GCC in terms of Premium and Policy Holder Count.
Career Progression:
 Senior Manager Family Takaful & Group Takaful
 Customer Services & Claims Manager
Key Deliverables:
 Initiated New Business, Customer Services & Claims (Ops) Department in SALAMA form Inception as a Manager.
 Monitored the Drafting of various Forms, Documents, and Departmental Procedures.
 Ensured the Tested and Implementation of LOS, while Recruiting and Training a Team of 10 Staff.
 Tracked the overall Responsibility of the Customer Service Activities in the company.
 Offered diversified Customer Services for the Large Portfolio of Family Takaful Group Life and Credit Life Clients.
 Designed the requisite Forms for Life, Group Takaful, and Claims.
 Oversaw the Underwriting, Investigations, and Settlement of all type of Claims, while coordinating with Re-Insurers on Settlement of Claims.
 Controlled the Processing of New Businesses and Underwriting of Standard Mortgage Cases.
 Implemented and ensured the maximum use of DMS (Documents Management System) on day to day CS affairs.
 Maneuvered the Distributor Expectations by means of regular visits to solve/address post issuance affairs like, quality of sales, feed-back received from Plan Holders, future need of MIS, current status of Plan, claims handling, future line of action and any other servicing issues.
EARLIER WORK EXPERIENCE
New Jubilee Life Insurance, Lahore, Pakistan: Nov 1996 to Mar 2007
Career Progression:
Head of Customer Services Department (Central Region)
Direct Sales Force
Key Deliverables
 Monitored and Underwriting of the Standard Cases, and the Issuance/Dispatch of Policy Contracts/Documents. Controlled the Drafting & Dispatch of Renewal Letters. Tracked persistency, Claims, including Investigation & Assistance to the Claimant in Documentation and Personalized Delivery of Large Size Claim Cheques.
 Managed Interactions & Liaisons with Clients to obtain Feedback and Level of Satisfaction as regards to Company Products and Services.
 Oversaw the adherence to the Best Practices, while also being involved in Resolving Compliance Issues and persistency across all Regional Sales Offices.
 Processed various Client Requests in coordination with the Team, including Cooling Off, Surrender/Partial Withdrawal, Change of Nomination, Endorsements, Collateral, etc. sharing with Branch Managers and work-out future line of action.
Bancassurance Coordinator, Lahore, Pakistan: May 2002 to Mar 2007
Key Deliverables:
 Dealt with Banks including Standard Chartered (Life Products) and Bank of Punjab (Mortgage Product), and Coordinated with them on various issues.
 Monitored the Selling of Insurance and renewals in Banks in coordination with the Bank s Staff.
 Ensured the New Business Submission, Processing, and Preliminary Underwriting activities.
 Followed up with the Underwriting Department pertaining to the Pending Cases and their Requirements.
 Liaised with the Medical Bodies pertaining to Examination of Life Proposed.
 Assisted the Policy Holders on Customer Service issues like re-selling, Endorsements, Partial Withdrawal, Surrender, Claims, and Collaterals.
 Provided Staff Training as regards diversified Rules & Procedures pertaining to the Life Insurance Policies.
MAJOR ACCOMPLISHMENTS
 Bagged a Cash Prize owing to the Top Performance in Renewal Persistency for the year 2001.
 Qualified for the Annual Sales & Marketing Convention as a Top Customer Services Officer for the year 1999.
 Honored with a Certificate & Cash Prize for securing the 5th Position in the Annual Sales Competition in 1998.
 Awarded with a Certificate & Cash Prize for being amongst the Top Ten in Direct Selling of Insurance Products in 1997.
 Accomplished the Present Sales Target for 5 Years as the Unit Manager, while mentoring a Team of 10 Sales Staff.
 Qualified in 3 Conventions within 5 Years, while bagging the Company Persistency Cup for 2 Years.
 Launched the Standard Charted Bancassurance Relationship with New Jubilee Life, while doubling Premium Collection, Jubilee Life being the Largest Composite Life Company in Pakistan having the Largest Portfolio for Bancassurance in Pakistan.
OTHER PREVIOUS ASSIGNMENTS
Suraj Cotton Mills, Lahore, Pakistan
Marketing Executive: Feb 1996 to Aug 1996
CERTIFICATIONS
 Professional Customer Services (PCS) Certification Awarded by Life Office Management Association (LOMA), Georgia, Atlanta, USA 2003
 Associate Customer Services (ACS) Certification Awarded by Life Office Management Association (LOMA), Georgia, Atlanta, USA 2002
PERSONAL DOSSIER
 Date of Birth : 13th March, 1972
 Languages Known : English & Urdu
 Marital Status : Married
 Location Preference : UAE
~ References Available upon Request ~
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