Rameez Mahida

Operations and compliance leader with 16 years of experience in insurance operations, regulatory compliance, and business research. Expertise in end-to-end Certificate of Insurance (COI) verification and ACORD auditing across 17 policy types for clients in the US, Canada, APAC, EMEA, and India. Proven success leading teams of 40+ members, improving quality from 93% to 98%, and reducing new-hire ramp-up time by 50%.

Skilled in SLA governance, endorsement compliance (AI/WOS/PNC), MIS reporting, process automation, SOP development, and stakeholder management. Additional experience in competitive and market intelligence, preparing company profiles, and conducting primary and secondary research for Middle East organizations across oil & gas, banking, transportation, and government sectors.

Manager – Insurance Document Verification & COI Compliance at Netscribes Data & Insights Pvt. Ltd. (2021-04 – Present)

Client: US Outsourced | COI Auditing — US, Canada, APAC, EMEA & India | JLL | BGIS

• Leadership & Team Management: Led 40+ cross-functional team members in end-to-end COI verification and audit across 5 global regions, overseeing the full employee lifecycle — hiring, onboarding, performance management, PIPs, and succession planning — achieving zero operational disruption during leadership transitions.
• Succession Planning: Executed succession planning framework that built a pipeline of 3 team leads internally, eliminating dependency on external hiring for supervisory gaps.
• Quality & Compliance: Delivered quality improvements from 96% to 98% against a 99% SLA benchmark by launching Monthly Quality Reports, an Internal Update Log to track client requirement changes, and targeted retraining programs based on root-cause data analysis of 1,000+ verified cases.
• COI Expertise: Personally executed and quality-audited end-to-end COI verifications on ACORD 25 forms across 17 policy types and 18 critical criteria — spanning policy limit validation, AI / WOS / PNC endorsement verbiage, AM Best carrier ratings, monopolistic state rules (ND, OH, WA, WY, PR, USVI), and structured Approve/Reject workflows.
• Training & SOP Design: Designed a step-by-step training curriculum that cut new-hire ramp-up time by 50% (3 months → 1.5 months), and trained 100+ employees since 2015; SOP framework adopted organisation-wide across 3 projects.
• Knowledge Sharing: Launched bi-weekly Knowledge Sharing Sessions on Excel, PowerPoint, and data analysis, improving team capability scores and driving peer-to-peer skill transfer across 40 team members.
• Automation – Efficiency: Automated the Translated Documents Tracker using advanced Google Sheets formulas, eliminating 40 minutes of daily manual consolidation per team member — saving 27+ person-hours per week across the team.
• Automation – Processing: Collaborated with IT team to automate insurance document verification steps, reducing processing time by 2 minutes per case for 60% of basic document checks, significantly improving team throughput.
• Process Innovation: Introduced a Buddy System paired with Google Chat groups to resolve team queries faster, reducing escalation volume and improving resolution speed by an estimated 40%.
• Stakeholder Management: Managed SLA reporting and client calls via Salesforce, Email, and live calls with US-based stakeholders (JLL, BGIS); built daily SLA updates, MIS dashboards, and governance routines that improved stakeholder transparency and reduced rework.
• CRM Automation: Initiated Salesforce audit entry automation that removed manual effort from routine entry tasks, freeing team capacity equivalent to ~30 minutes per team member per day.
• Vendor Management: Oversaw vendor purchase orders and invoice processing for translation services, maintaining direct vendor coordination to ensure on-time delivery within cost parameters.
• Work Allocation: Directed daily work distribution for Production and Audit teams through Assistant Manager, ensuring early morning task assignment for seamless workflow commencement and zero idle time.
• Ad-hoc Projects: Led cross-functional projects including UPI market research (20 calls/day, 2 weeks) and HDFC ORM team management (22 agents, 12-hr SLA, 98% quality compliance).
• Documentation: Analysed detailed Minutes of Meetings for internal and client sessions, documenting action items, issue resolutions, and quality improvement roadmaps; identified recurring template and documentation issues, coordinated with clients for corrections, and reduced rework through structured issue tracking and escalation management.
• Data Analysis: Conducted root-cause data analysis on verified and audited cases to identify error patterns; implemented targeted retraining and project reallocation strategies to drive continuous quality improvement.

Assistant Manager – Insurance Document Verification at Netscribes Data & Insights Pvt. Ltd. (2016-04 – 2021-03)

• Quality Improvement: Supervised 12 associates in COI verification across US/Canada/APAC/EMEA/India; managed daily work allocation, performance tracking, and quality reviews — improving team quality scores from 93% to 98% (5-point gain) against client SLA benchmarks.
• SOP Design: Designed 3 SOPs (2 Internal Training + 1 Project-specific) that cut new-hire ramp-up from 3 months to 2 months, accelerating productivity by 33% and reducing error rates by standardizing verification workflows.
• Client Management: Managed US client calls and email communications for real-time query resolution and verification updates, consistently maintaining SLA adherence across quarterly performance reviews.
• MIS Reporting: Prepared daily/weekly SLA and MIS reports for leadership visibility into team performance, operational health, and quality trends.

Senior Associate – Insurance Document Verification at Netscribes India Pvt. Ltd. (2015-04 – 2016-03)

• Production Excellence: Verified 160+ insurance documents daily across US/Canada while supporting 6-member team through query resolution, on-the-spot training, and client email coordination; contributed process improvement ideas that reduced verification turnaround time.

Senior Associate – Company Profiling (Middle East) at Netscribes India Pvt. Ltd. (2013-04 – 2015-03)

• Conducted secondary and primary research to prepare detailed company profiles for Middle East organizations across sectors including oil & gas, transportation, banking, and government entities.
• Collected and validated information on company background, ownership structure, management, financials, operations, subsidiaries, and key business activities.
• Performed competitive intelligence, market intelligence, and data validation using company websites, annual reports, government portals, and direct telephonic/email verification.
• Prepared client-ready reports in standardized templates for our client, ensuring completeness, consistency, and adherence to quality standards.
• Conducted quality audits of team members' profiles and shared structured feedback reports to improve research accuracy and reduce data gaps.
• Coordinated with internal teams to resolve discrepancies, update missing information, and ensure timely delivery of research assignments.
• Analyzed and summarized large volumes of business information into concise, decision-ready company profiles.

Associate – Brand Protection & IP Enforcement at Netscribes India Pvt. Ltd. (2010-03 – 2013-03)

• Brand Protection: Monitored 600+ websites daily for counterfeit listings across 5 product categories (Clothing, Healthcare, Electronics, Sports, Digital); documented violations in Excel for client reporting and supported anti-piracy initiatives.

Master's in Marketing Management in Marketing Management – Sydenham Institute of Management Studies, Mumbai (2022 – 2025)

Bachelor of Commerce in Commerce – Elphinstone College, Mumbai University (2006 – 2008)