Mahendra More

Results-driven operations professional with 17+ years of experience in Insurance and UK Pension operations across leading organizations like WNS and TCS. Proven expertise in team management, quality assurance, process improvement, and client servicing. Strong background in UK Pension processes (Annuities, Payment Out, Origo and Policy Servicing) with hands-on experience in auditing, root cause analysis, and complaint reduction.

Demonstrated ability to lead teams, improve productivity, and ensure compliance with SLA and regulatory standards.

Business Process Lead - Tata Consultancy Services (TCS) - Pune

(2023-04 - 2025-01)

• Led quality operations for Aviva UK Pension processes
• Conducted audits on critical processes like Payment Out & Policy Servicing
• Performed Root Cause Analysis (RCA) for errors, breaches, and complaints
• Designed and implemented corrective and preventive actions
• Identified training needs and conducted sessions for new and existing team members
• Supported operations during peak volumes to ensure SLA adherence
• Collaborated with stakeholders to improve process accuracy and compliance

Senior Customer Service Associate – Operations - WNS Global Services - Pune

(2008-03 - 2023-04)

• Worked across multiple insurance and pension processes: Change of Name / Address, Gone Away Cases, Illustrated Values, Surrender & Fund Value
• Served as QA in UK Pension team: Final Payment Out processing, Annuities, Origo transfers
• Consistently recognized for outstanding performance (yearly awards)
• Managed quality sampling and approvals for financial transactions
• Handled escalation mailbox and critical issue resolution

Senior Agency Manager - SBI Life Insurance - Latur

(2025-01 - 2025-08)

• Led recruitment, training, and onboarding of Life Mitra advisors
• Provided field support and performance coaching
• Ensured achievement of sales and productivity targets

M.Sc. - Science - Aurangabad University

B.Sc. - Science - Aurangabad University