Santu Roy

Detail-oriented and analytical BPO professional with 4 years of experience at Tata Consultancy Services (TCS), specializing in UK Life and Health Insurance, Annuities, Pensions, policy servicing, back-office operations, quality checks, and complex query resolution. Experienced in supporting teams as an unofficial Subject Matter Expert (SME), mentoring new associates, conducting quality audits, and maintaining strong SLA adherence. B.Sc.

Mathematics graduate with strong quantitative aptitude, client-portal expertise, and a consistent record of high processing accuracy and zero client escalations.

Targeting Process

Associate / Senior Process Associate opportunities in insurance and BPO operations.

Business Process Associate at Tata Consultancy Services (TCS) (2022 – Present)

• Manage end-to-end back-office policy processing and administrative servicing for high-volume UK Life, Health, Annuity, and Pension portfolios while meeting strict SLA requirements.
• Perform data verification, fraud prevention, and identity checks using UK client tools and systems including Experian Search, LexisNexis, OWS, and actuarial systems.
• Provide floor-level SME support by resolving complex query escalations, offering real-time technical guidance, and reinforcing process and quality standards.
• Maintain a strong operational record with zero client escalations over four years while supporting high productivity and workforce utilization.
• Conduct quality checks and process audits on team transactions, identify process gaps, and provide targeted feedback to reduce defects.
• Support onboarding, training, and floor mentoring for new joiners and process associates to accelerate process readiness and team ramp-up.

Bachelor of Science (B.Sc.) in Mathematics – Presidency University (2018-08 – 2021-07)

Higher Secondary / Class XII – Barasat Peary Charan Sarkar Govt. High School (2016-06 – 2018-03)

Secondary / Class X – Barasat Peary Charan Sarkar Govt. High School (2015-01 – 2016-04)