Key Account Manager (DY Lead) — Enterprise Client Management - Bajaj Finserv Health
(2023-04)
- Manage a portfolio of 30 enterprise/corporate accounts with an overall premium portfolio of ₹33 Cr+, including strategic and high-value clients.
- Owned end-to-end key account management, including client relationships, renewals, service delivery, escalations, engagement, retention and business growth.
- Drive client retention and revenue expansion through structured account planning, identifying cross-sell and upsell opportunities, and strengthening stakeholder relationships.
- Successfully maintained 93% retention while contributing to premium growth of ₹1.44 Cr across the portfolio.
- Generated ₹9 Cr+ revenue by driving billable utilization, expanding wallet share and identifying cross-sell opportunities across multiple health & wellness solutions, delivering ₹3 Cr+ in profitability.
- Manage relationships with senior stakeholders across HR, Rewards & Benefits, Admin, Finance and leadership teams of enterprise clients.
- Lead strategic employee health and wellness initiatives including OPD, AHC, preventive health check-ups, chronic care programs, Gym memberships and employee engagement campaigns.
- Drive resolution of complex claims, cashless, provider, technology and service-related escalations, ensuring timely closure and maintaining client confidence.
- Identify and execute cross-sell / upsell opportunities, including TPA services, wellness programs and employee health solutions.
- Work closely with operations, claims, provider, product, technology and service teams to ensure seamless execution for enterprise clients.
- Lead high-priority client implementations and launches, including onsite health campaigns, employee communication, provider network expansion and platform readiness.
- Monitor key account metrics including retention, utilization, CSAT, ICR, service TAT, ageing, cashless fulfilment and client escalations to identify improvement opportunities.
- Act as the single point of contact for strategic clients, ensuring proactive communication, governance and structured review mechanisms.
- Mentor and support team members in account management, client servicing and escalation handling while managing own strategic portfolio.
Assistant Manager — Corporate Relationships Management - Mediassist Insurance TPA Ltd.
(2022-04 - 2023-04)
- Lead the team of 10 FTE's administratively.
- Managing corporate relationships and delivering effective service delivery.
- Coordinating with various stake holders including Insurance Brokers and Insurance companies.
- Attending the escalations and taking it to the positive closures within the timelines.
- Maintaining SLA timelines in terms of Group health claims settlement.
- Preparing and implementing service level agreements for corporates.
- Participating and leading weekly, fortnightly and Fortnightly business reviews for corporates and brokers.
Branch Operations Manager - Health India Insurance TPA Ltd.
(2022-04 - 2023-04)
- Led PIMS operations for Maharashtra and Goa Region.
- Managed the team of 15 FTE's effectively.
- Maintaining SLA's set by management.
- Attending corporate queries and escalations and closing them in time.
- Arranging and participating meetings with the insurance companies and hospitals.
- Sourcing new business and retaining the existing corporate relationships.
- Managing network of partner hospitals and diagnostic centres.
- Participating in periodic audits of branch.
- Conducting periodic audits of partnered hospitals and diagnostic centres.
- Preparing and presenting detailed audit report to management.
- Identifying risk factors and initiating corrective / Preventive actions.
- Conducting a reconciliation of the billing data of insurance companies quarterly.
Deputy Manager, CPU - Star Union Dai-Ichi Life Insurance Co. Ltd.
(2019-08 - 2021-07)
- Customer Protection Officer (CPU Team): Investigated suspicious death and maturity claim cases, verified red-flagged client profiles, and examined sales-force conduct to ascertain fraud, ensuring 100% regulatory compliance during new business solicitation.
- Zonal Sales Support (Bancassurance Team): Coordinated with underwriting, sales, and operations teams for timely policy issuance, requirement closure, and claims processing; published sales and operations MIS and managed outsourced vendor performance and payouts.
- Handled customer escalations, surrender/FLC retention cases, and coordinated logistics for timely policy document delivery.
Assistant Manager, Sales Compliance - Bajaj Life Insurance Company Ltd.
(2013-10 - 2019-08)
Sales Compliance
- Reviewing the Fraud Prevention and Internal audit team investigated cases.
- Proposing disciplinary action on the entities as per the action matrix.
- Presenting and discussing critical cases (fraud and internal audit) cases with higher management.
- Coordinating with HR team for initiating Show Cause Notices and Disciplinary action letters to entities.
- Imparting necessary training to sales force pertaining to compliance, AML and sales compliance etc.
- Preparing and publishing compliance knowledge capsules to sales team.
Assistant Manager, Sales Compliance - New Business - Bajaj Life Insurance Company Ltd.
(2013-10 - 2019-08)
New Business
- Coordinating with underwriting team to ensure issuance of cases in stipulated TAT.
- Coordinating with respective Regional Heads and Branch Heads for clearing requirement pending cases in stipulated TAT.
- Coordinating with Vendor Management team for timely closure of Pre-Issuance Verification cases, medical cases and Live Verification cases.
- Publishing requirement pending MIS, Territory wise, Region wise, Branch wise.
- Publishing Pending Pre-Issuance verification cases MIS.
- Managing end to end process activities of outsourced vendors (TCS, NSDL, CDSL, CAMS, Writers, Pace Setters etc.)
- Maintaining & managing vendor's agreements & SOW's/agreements.
- Acting as a Single Point of Contact to vendors for various activities.
- Monitoring daily/weekly/monthly performance of vendors, conducting monthly review meetings.
- Arranging & participating trainings, calibrations, internal audits at outsourced vendor location.
- Verifying monthly pay-out data of the vendors and processing the same with the help of finance team.
- Participating in various internal/external and regulatory audits.
- Preparing and publishing various MIS reports periodically.
- Follow through with the sales team for timely complying of requirement pending cases.
- Collaborating with IT team for initiating and completing the various IT developments.
- Conducting testing of newly launched modules/functionalities and deploying the same with the help of IT team.
- Preparing and publishing various reports in BI modules/templates with the help of IT team.
