Shraddha Mahajan Bhende

With 13+ years of experience in Frontend & Backend Operations, have worked on Insurance Process Co-ordination. Experienced in managing documents for streamlining systems. Deft in handling overall functioning of processes & implementing processes in line with the guidelines.

Possess excellent interpersonal, communication & organizational skills with proven abilities in team management. Mentored team members to improve productivity and ensured to deliver quality work without delivery slippage.

Assistant Manager Risk Management - SBI Life Insurance - India

(2025-01 - 2025-05)

• Handled suspicious fraud monitoring cases across pan-India (internal and external) ensuring swift identification, escalation
• Scrutinized flagged cases and created detailed reports submitted to the Central Fraud Investigation Cell
• Worked on daily fraud reports and shared region-wise insights for further analysis and timely resolution
• Ensured strict adherence to regulatory guidelines and internal SOPs in all case reporting, documentation, and escalation protocols

Sr. Process Associate and Business Analyst - TATA Consultancy Services Ltd. - UK Operations

(2018-10 - 2024-11)

Policy Servicing Process - It is UK Operations – Customer Change Request process

• Updating customer details such as Bank, Address, Name & DOB on UAPS System basis requests received
• Coordinating and communicating with internal customers with regards to customer requests
• Preparing draft for document requirement letters and confirmation letters to customers and communicating to written customer queries for policy servicing
• Keeping track of future dated requests received from the customers and create cases accordingly
• Tracing customers who have changed address but no information been given to Prudential to update the records with tracing techniques as mentioned in process
• Maintaining customer records into excel sheet format post listening to past audio call conversations between customer care executive and customer
• Audit of above maintained records done by processors for quality check purpose

Sr. Process Associate - IDBI Federal Life Insurance Co. Ltd.

(2017-02 - 2018-09)

Policy Servicing Process

• Worked in the Policy Serving process
• Handled Loan process and Loan documentation part of life Insurance policies
• Was responsible for Maintenance of Loan MIS, sharing monthly MIS report with Finance & Accounts Team and with Risk and Claims Team
• Handled processing of survival benefits payout and maintaining all the records
• Co-ordinated and communicated with internal as well as external customers
• Prepared draft and communicated to written customer queries and complaints for policy servicing

Sr. Process Associate - TATA AIA Life Insurance Co. Ltd.

(2015-03 - 2017-01)

Customer Retention Process - It was a Branch Operation process

• Handled ULIP and Traditional Retentions and Surrenders of Policies
• Was responsible for Processing of Branch operational Activities like NEFT Updations, ECS Activation, for enquiries related to payouts of Dividends / Bonuses of Traditional & ULIP Products
• Was handling all types of Branch Enquiries regarding ULIP and Traditional policies
• Have experience on Maturity Claims and on Reinstatement of Lapsed/Auto Closed/APH Mode policies
• Maintaining Daily and Monthly Tracker for future reference
• Co-ordinated and communicated with internal as well as external customers

Sr. Process Associate - HDFC Std. Life - Mumbai

(2014-10 - 2015-02)

Health Insurance Underwriting Process - It was a Health Insurance process

• Have worked as initial Underwriting of Health Insurance Policies
• Co-ordinated and communicated with branch for new login business
• Was responsible for generating/marinating a detailed report for the same
• Was responsible for upgrading and timely training of New Underwriting Guidelines

Executive - Datamatics Global Services Ltd. - Mumbai

(2011-06 - 2014-09)

• Error Correction Process - It was an Error Correction process. Was responsible for comparing two different systems and correcting the incorrect fields
• Worked on imparting training to fresher on error correction process and handling their queries
• Was responsible for generating/marinating a detailed report for the same
• Co-ordinated with client for any update on guidelines
• Initial Underwriting Process - It was an Initial Underwriting (Case Verification) process
• Have done verification of customer profile on the basis of guidelines provided by the client
• Worked on imparting training to team on IUW process and handling their queries
• Was responsible imparting generating/marinating a detailed report for the same
• Co-ordinated with client for any update on guidelines for quality check
• SQC Process - It was a Statistical Quality Check (online check) process
• Have done in depth quality checking of daily production by team
• Was responsible for generating/marinating a detailed MIS report for the same process
• Was responsible for sharing the daily MIS report with Team Managers
• Was responsible for sharing the weekly SQC report with Quality team
• Worked on imparting training to team members on process and handling their queries
• Was responsible to perform RCA post publishing SQC report

Office Assistant - Veetech Consultants - Mumbai

(2010-08 - 2011-05)

It was a Civil consultancy

• Have worked on preparing bills, letters & tenders
• Was responsible for maintaining office register & miscellaneous records, preparing vouchers and attending client calls

B.Com - Commerce - Mumbai University (KES College) (2009)

Higher School Secondary Certificate (HSC) - Maharashtra State Board (KES College) (2006)

Secondary School Certificate (SSC) - Maharashtra State Board (I.E.S. School) (2004)