Shiva Chary

Results-driven Business Process Associate and Subject Matter Expert (SME) with over 4 years of experience at Tata Consultancy Services specializing in insurance operations and client relationship management. optimizing data accuracy, and maintaining strict compliance with Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs). Trusted to step up as an SME, driving quality assurance, and mentoring team members on operational guidelines.

Business Process Associate - Tata Consultancy Services - Hyderabad, India

(2022-02 - 2026-07)

• Subject Matter Expert (SME) Role: Designated to handle complex process escalations, perform quality audits on policy documentation, and ensure team compliance with established Standard Operating Procedures (SOPs).
• Loans, Dividends, Surrender & Withdrawals for Life Policies as well as Life Annuity Policies, executed end-to-end insurance transactions following strict regulatory guidelines and company SOPs to minimize risk and operational discrepancies for the New York Life (NYL) portfolio.
• Utilized core enterprise systems and proprietary tools including AWF, Mainframe, DMS, R-Pay, Accurint, CSI, and SC to fulfill client workflows.
• Consistently achieved or exceeded corporate SLAs and quality standards, maintaining top-tier production metrics across all quarters.
• Developed and delivered weekly and daily operational performance reports to support leadership decision-making and also to assist management in production tracking.
• Facilitated onboarding initiatives and process related training sessions for incoming team members, focusing heavily on SOP compliance and process integration.

B.com - Commerce - Vignan Junior & Degree College (2021)