Manager – Protection Plan Operations (Head Office) - Kotak Mahindra Life Insurance Co. Ltd. - Mumbai (Head Office)
(2024-12)
- Managing pan-India Protection Plan operations from login to conversion
- Leading and mentoring a dedicated team responsible for end-to-end processing of Protection Plan cases
- Ensuring TAT adherence, quality control, and SLA compliance
- Coordinating with sales, underwriting, medical, operations, and customer support teams to ensure smooth case progression and customer onboarding
- Implementing process improvements for better conversion ratios and customer satisfaction
- Handling daily MIS, dashboards, and presenting updates to senior leadership
- Conducting trainings and performance assessments of team members
- Resolving escalations, process gaps, and system-related issues
- Actively involved in AI-based scrutiny process projects to enhance operational efficiency and accuracy
Deputy Manager – Branch Operations - Kotak Mahindra Life Insurance Co. Ltd. - Mumbai
(2018-01 - 2024-12)
Progressed from Front Office Executive to Deputy Manager handling four branches (Borivali, Kandivali, Malad, Goregaon). Successfully implemented EPIC and CRM systems across branches.
- Supervised new business processing, proposal form verification, and system logging
- Managed customer service activities including walk-in support, policy servicing, and premium collections
- Ensured cash/cheque deposits and bank reconciliation during business hours
- Liaised with sales teams for accurate and timely proposal documentation
- Led projects from the Head Office including process audits and system enhancements
- Conducted branch hygiene audits and ensured compliance with operational protocols
- Delivered customer delight by proactively resolving policy and claim-related queries
Associate Manager – Hub Operations - HDFC Life Insurance Co. Ltd.
(2012-07 - 2018-01)
- Worked extensively on Life Asia software for new business processing
- Scrutinized KYC, AML, and proposal documentation for accuracy
- Handled NEFT tagging under the maker-checker process
- Led an outbound verification team, assigned targets, and managed Daily Activity Reports
- Provided on-the-job training for new recruits and junior staff
- Maintained compliance standards and identified potential fraud or mismatched documentation
