Trishan Rao

Strategic and results-oriented Operations & Quality Assurance Lead with over 10 years of experience in Finance Operations, Shared Services, and Insurance. Proven track record in driving Operational Excellence and Regulatory Compliance across multinational environments. Expert in AML/CFT protocols, risk mitigation, and Root Cause Analysis (RCA) to enhance service delivery.

Adept at leading high-performance teams, managing SLAs/KPIs, and implementing continuous improvement strategies that reduce error rates and optimize costs.

QUALITY ASSURANCE LEAD SPECIALIST at AIA SHARED SERVICES SDN. BHD. (2022-03 – Present)

• Directly lead and mentor a high-performing QA team, overseeing daily finance and operational reporting, resource allocation, and work queue monitoring to ensure 100% SLA compliance.
• Execute Risk & Compliance oversight by enforcing organizational policies and managing internal audits, ensuring all processes align with industry standards and regulatory requirements.
• Orchestrate Business Continuity Planning (BCP), increasing team readiness and ensuring zero downtime during operational disruptions.
• Reduced error rates by 15% through the implementation of targeted Root Cause Analysis (RCA) and process optimization frameworks in AU operations.
• Developed and standardized 20+ SOPs, ensuring knowledge retention and consistency across cross-functional teams.
• Investigate and resolve high-level escalations from business partners, maintaining stakeholder satisfaction through transparent communication and prompt issue resolution.
• Act as the primary Business Subject Matter Expert (SME) for User Acceptance Testing (UAT) and manual testing for claims processing modules and system upgrades.
• Perform rigorous KYC/AML validation and "Refunds Checks" to ensure system flags and manual controls accurately identify high-risk transactions and prevent financial slippage.

MULTINATIONAL ACCOUNT SPECIALIST II (FINANCE OPERATIONS) at ACCENTURE SOLUTIONS SDN. BHD. (2020-12 – 2022-03)

• Managed complex financial transactions for multinational clients, including policy issuance, billing premium assessments, and data integrity audits.
• Facilitated Reinsurance and Facultative (Fac) Facilities by coordinating with multinational offices to ensure accurate risk placement and timely premium remittances.
• Optimized financial reconciliation processes, collaborating with internal/external partners to resolve payment discrepancies and accelerate premium collections.
• Enhanced operational transparency by developing detailed process flow charts, reducing onboarding time for new staff by 20%.
• Automated production tracking for the US IO process, resulting in a 25% improvement in tracking efficiency and reporting accuracy.
• Facilitated technical training on financial systems and data management for a team of 15+, ensuring consistent service delivery across the account.

SENIOR SUBJECT MATTER EXPERT (CLAIMS & OPERATIONS) at AIG SHARED SERVICES (M) SDN. BHD. (2015-02 – 2020-12)

• Spearheaded the Automation Project for Claims Setup in partnership with AIG Global Automation, achieving a 30% reduction in end-to-end processing time.
• Served as SME for Regulatory Compliance in Workers' Compensation claims, ensuring all processing met stringent legal and company standards.
• Analyzed performance metrics to identify inefficiencies, recommended and implemented actionable solutions that boosted team productivity by 18%.
• Coached and mentored junior analysts, leading to a "Mentor of the Quarter" award and a significant increase in team quality scores.

BACHELOR OF BUSINESS ADMINISTRATION WITH HONOURS in Business Administration – OPEN UNIVERSITY MALAYSIA (2023-05)

FOUNDATION IN INFORMATION TECHNOLOGY in Information Technology – MULTIMEDIA UNIVERSITY (2013-05)