Bibilin Paul

US Life Insurance Operations professional with 10+ years of experience at Tata Consultancy Services specializing in New Business Operations, Policy Issuance, Quality Review, Underwriting Support, SLA Management, and Process Improvement. Proven expertise in end-to-end policy processing, secondary review, compliance validation, stakeholder coordination, and mentoring teams. Recognized as a Subject Matter Expert (SME) with strong analytical, problem-solving, and operational excellence skills.

Consistently delivers high accuracy while meeting demanding turnaround times and service-level agreements.

Senior Process Associate – US Life Insurance Operations (SME & Reviewer) - Tata Consultancy Services - Chennai

(2015-09)

Responsible for end-to-end US Life Insurance New Business operations, including application processing, policy issuance, quality review, underwriting support, and compliance validation. Serve as a Subject Matter Expert (SME), leading process improvement initiatives, mentoring team members, and ensuring consistent achievement of SLA, TAT, and quality objectives.

• Process end-to-end US Life Insurance New Business applications from data validation through policy issuance while ensuring compliance with underwriting and regulatory guidelines.
• Perform secondary quality reviews to identify processing errors before policy issuance, minimizing operational and compliance risks.
• Handle multiple operational responsibilities as Processor, Reviewer, and Bypass Processor across critical New Business workflows.
• Review application forms, supporting documents, beneficiary details, premium information, and policy requirements for completeness and accuracy.
• Verify customer and application information against underwriting and regulatory requirements prior to policy issuance.
• Coordinate with Case Managers, Underwriters, and internal stakeholders to resolve discrepancies and facilitate timely policy issuance.
• Serve as a Subject Matter Expert (SME) by providing guidance on complex cases, resolving process-related queries, and supporting day-to-day team operations.
• Plan and allocate daily workloads to team members, ensuring optimal resource utilization and consistent End-of-Day (EOD) delivery.
• Monitor SLA and Turnaround Time (TAT) performance to ensure timely completion of all assigned work.
• Conduct Root Cause Analysis (RCA) on quality issues and implement corrective and preventive actions to minimize recurring errors.
• Mentor new associates through structured knowledge transfer sessions and provide continuous coaching to improve process understanding and quality standards.
• Conduct refresher training programs to improve First Pass Yield (FPY), enhance process accuracy, and strengthen team performance.
• Perform compliance validation to ensure adherence to company policies, underwriting guidelines, and regulatory requirements.
• Identify process gaps and recommend continuous improvement initiatives to enhance operational efficiency and service quality.
• Participate in daily team meetings to discuss operational updates, quality trends, workload priorities, and issue resolution.
• Collaborate with cross-functional teams to manage exception cases and ensure smooth policy issuance within committed service levels.

Bachelor of Arts - English Literature - Mononmaniam Sundaranar University

Master of Business Administration - Human Resource Management - Pondicherry University