Aastha Rais
Sr Management Professional - Insurance Operations & Process Excellence
South Delhi
Summary
Dedicated Insurance professional with expertise in Underwriting, Complaint Resolution Management, Customer Retention, Customer Relationship Management, Project Management, Internal Audit, Policy Servicing, Channel Engagement and Risk Assessment with over 9 years of experience in insurance industry.
*Fellow-Life Management Institute(FLMI) – LOMA (USA) certified. *Associate, Customer Service(ACS) – LOMA(USA) certified.
*Fellowship in Insurance from Insurance Institute of India.
Overview
9
9
years of professional experience
Work History
Head- Renewals and Customer Retention Department
SBI Life Insurance Co. Ltd
New Delhi
04.2022 - Current
- Heading the Renewals and Customer Retention Department of Delhi Region( Including Delhi NCR and Uttrakhand)
- Liasioning between various channels and making strategies for improving the renewal performance and customer retention for the region.
- Data mining and data analysis, attending channel meetings and working with channel heads to improvise channel specific strategies.
- Development and execution of strategies for surrender retention and improving persistency.
Manager, Underwriting and IT Projects
SBI Life Insurance Co. Ltd
Delhi
04.2018 - 03.2022
- Underwriting, auditing and Risk assessment of proposals with specialization in high risk profile cases, term plan cases and medical cases
- Defining UW Rules and presenting them to IT
- Leading Training and Development Initiatives: working as a trainer from Operations Department and imparting training on Proposal Form Filling and Underwriting Guidelines to new and existing sales force across channels - Retail Agency/ Bancassurance/ Corporate Solutions
- Working as a liaison between operations and other channels for smooth processing of proposals
- Piloted testing of software applications pre-launch to provide a user-friendly environment with relevant feedbacks for error free exposure
- Effectively managing, of Underwriting and resolving all IT related queries and issues
- Monitoring timely processing of proposals to ensure best in class TAT and ensuring tracking of high ageing proposals.
Manager- Branch Operations
SBI Life Insurance Co. Ltd
Noida
04.2017 - 03.2018
- Managed the whole operational functioning of the branches in Noida Area and the connected branches
- Successfully managed a team of 8 people with key focus on improving efficiency in operations, enhancing service level through the achievements in internal controls and productivity improvement
- Representing SBI Life in various Legal Forums like Honorable Ombudsman, Honorable Court, Mediation Center
- Performing due diligence and ensuring statutory compliances, quality, data protection and risk control in adherence to RBI, IRDA, AML KYC guidelines and organization’s policies
- Worked on competency enhancement of the employees.
Deputy Manager- Policy Servicing and CRM
SBI Life Insurance Co. Ltd.
New Delhi
04.2015 - 03.2017
- Policy Servicing, Complaints Management and Risk Assessment, Internal Audit and Internal Control.
- Head of the Processing Centre complaints department and worked on Regional complaints.
- Prepared Resolution Draft letters and FOC’s for regional and MD complaints after due diligence and investigation.
- Responsible for fraud management and risk mitigation activities: During the course of audit and due diligence, reported suspected fraud or misrepresentation of the facts to fraud management teams.
- Representing SBI Life in various Legal Forums like Honorable Ombudsman, Honorable Court, Mediation Center.
- Led Training and Development Initiatives: worked as a trainer from Operations Department and imparted training on improving customer satisfaction, reducing complaints and reducing FLC’s to MDRT, COT, TOT and other high performing agents.
- Handled the project- Undelivered policies and helped in improving the percentage of undelivered policies.
Assistant Manager, Policy Servicing and CRM
SBI Life Insurance Co. Ltd
New Delhi
06.2014 - 03.2015
- Policy Serving and CRM and Complaints Management.
- Worked on profiles- surrenders, underwriting, claims, free look cancellations, nominations, LTR policies, fund switch, with major contribution towards CRM and Undelivered policies and conducting risk based internal audits and preparing process manuals.
- Registration of policyholders under Go Green initiative.
- Gathered Data on customer expectations and requirements with regards to insurance policies by visiting SBI Bank branches.
Management Trainee, CRM
SBI Life Insurance Co. Ltd
New Delhi
05.2013 - 05.2014
- CRM and Complaints Management & Channel Management
- Handled the customer’s complaints and Queries of Delhi Region (PAN India highest for SBI Life)
- Acted as a liaison between operations and marketing staff to ensure a loophole free exchange of information for the channel.
Education
MBA - Finance and Marketing
University Business School, Panjab University
B Tech - CS
The Technological Institute of Textile And Sciences,
Bhiwani12th -
I.B School
Rohtak10th -
I.B School
Rohtak, HaryanaSkills
Underwriting
CRM and Complaints Management
Teamwork and interpersonal abilities
Tableau
MS office
Risk Assessment
Fraud Management
Internal Audit
Policy Servicing
Channel Engagement
Agile
Jira
Client renewals and prospecting
SQL knowledge
Project Management
Team Management
Strategy Making
Data Mining
Data Analysis
Timeline
Head- Renewals and Customer Retention Department
SBI Life Insurance Co. Ltd
04.2022 - Current
Manager, Underwriting and IT Projects
SBI Life Insurance Co. Ltd
04.2018 - 03.2022
Manager- Branch Operations
SBI Life Insurance Co. Ltd
04.2017 - 03.2018
Deputy Manager- Policy Servicing and CRM
SBI Life Insurance Co. Ltd.
04.2015 - 03.2017
Assistant Manager, Policy Servicing and CRM
SBI Life Insurance Co. Ltd
06.2014 - 03.2015
Management Trainee, CRM
SBI Life Insurance Co. Ltd
05.2013 - 05.2014
MBA - Finance and Marketing
University Business School, Panjab University
B Tech - CS
The Technological Institute of Textile And Sciences,
12th -
I.B School
10th -
I.B School