Alagu Malai

Starting my career as an Associate, I have grown into a Team Lead role through dedication, continuous learning, and consistent performance. I currently have over 7.8 years of experience in U.S. Property and Casualty Insurance, with strong knowledge of insurance operations, team leadership, and process improvement.

Process Lead - Resources Pro

(2025-07)

• Lead and manage a team to consistently achieve daily productivity and quality SLAs.
• Act as the primary escalation point for client communication and issue resolution.
• Allocate workload effectively to ensure timely completion and SLA adherence.
• Conduct training, mentoring, and performance coaching for team members.
• Identify process gaps and drive improvements to enhance efficiency and accuracy.
• Ensure compliance with quality standards and operational guidelines.

Management Trainee(Team Lead) - Genpact

(2023-10 - 2025-09)

• Managed end-to-end operations ensuring SLA, KPI, and quality targets were consistently met.
• Developed and maintained SOPs, improving process standardization and reducing errors.
• Led knowledge transitions and successfully stabilized new processes.
• Conducted regular training sessions and knowledge refreshers for team members.
• Prepared and presented daily, weekly, and monthly SLA reports to stakeholders.
• Collaborated with clients and internal teams to resolve issues and improve workflows.

Subject Matters Expert(SME) - Solartis Technology & Services Pvt Ltd

(2022-01 - 2023-07)

• Processed insurance transactions including renewals, new business, policy binding, and endorsements.
• Maintained 98%+ quality score while meeting strict turnaround timelines.
• Handled high-volume workloads with strong attention to detail.
• Supported and guided junior team members to improve team efficiency.
• Performed data validation, quality checks, and compliance verification.
• Contributed to process improvement initiatives to reduce errors and increase productivity.

Senior Process Associate - Solartis Technology & Services Pvt Ltd

(2020-01 - 2021-12)

• Handled renewals, new business, policy binding, and endorsement processing with a 98%+ quality score while consistently meeting turnaround time requirements.
• Handled high-volume workloads with strong attention to detail.
• Supported and guided junior team members to improve team efficiency.

Process Associate - Solartis Technology & Services Pvt Ltd

(2018-10 - 2019-12)

Hands-on experience in New Business Submissions, Renewal Quote Processing, and Policy Checking within U.S. Property and Casualty Insurance with a strong focus on accuracy and efficiency.

BE - Mechanical Engineering - Fatima Michael College of Engineering (2014 - 2018)