Shaik Afsana

Subject Matter Expert with 5+ years of experience in UK Life & Pension Operations, specializing in Money Out (Transfers claims, Surrenders Claims), Annuities, Bereaved processes (Death Claim) and General Services. Managing high transaction volumes (220+ daily) with 98-100% accuracy and ensuring full SLA compliance. Skilled in work allocation, escalation management and driving process improvements through RCA.

Handling high pressure operations while maintaining quality, efficiency and customer satisfaction. Ability to streamline workflows, resolve issues efficiently and collaborate with onshore & offshore teams.

Subject Matter Expert - Tata Consultancy Services - Hyderabad, Adibatla

(2021-02 - 2026-09)

Subject Matter Expert with over 5+ years of experience in UK Life & Pension operations, specializing in Money Out (Transfers claims, Surrenders Claims), Annuities, Bereaved processes (Death Claim) and General Services.

• Have Knowledge in Annuity retirement plans 401K, 403B, IRA and associated processes including Rollovers, 1035 exchange and 1099R reporting.
• Owned work allocation and Queue management for a team of 12 members, ensuring optimal distribution, balanced workloads and 100% SLA compliance.
• Led end-to-end Money Out operations, managing daily transactions with 98-100% accuracy.
• Proactively monitored SLA breaches, reduced potential breaches through effective prioritization and real time intervention.
• Acted as the primary escalation point, resolving customer compliance within SLA and improving customer satisfaction.
• Trained and mentored new hires, enabling them to achieve full productivity while upholding consistent quality and performance standards.
• Served as first point of contact for team Queries, ensuring quick resolution and uninterrupted Workflow.
• Coordinated between Onshore & Offshore teams to implement Process updates and ensure alignment.
• Perform Root cause Analysis (RCA) on recurring issues, identified process gaps and implemented corrective actions to prevent recurrence.
• Managed BTS tickets for system/process issues, ensured timely resolution and validated fixes to prevent reoccurrence.
• Handled Client and Internal escalations with urgency, conducted investigations and provided timely resolutions while maintaining stakeholder satisfaction.
• Demonstrated the ability to deliver high quality work under all circumstances, ensuring no compromise on accuracy or compliance.
• Skilled in planning, execution and resource balancing, effectively managing multiple functions in high pressure environments with tight deadlines.

B.Sc - Electronics Computers - A.S.N Degree College, Tenali (2016 - 2019)

Intermediate - Vivekananda Junior College for Girls, Tenali (2015 - 2016)

SSC - Vijayawada's Ravindra Bharathi High School, Tenali (2014)