Afreen Naaz

Assistant Manager

Duration - Jan'2022 - Mar'2025

• Currently working with Xceedance for P&C Insurance underwriting support team for one of the UK clients
• Leading 30+ team members for Underwriting support & Data transformation process Loss Data transformation project aimed at extracting claim loss and exposure data from various documents such as Submission, Declaration, Pricing, and other Underwriter documents. Actively pursued Onshore Underwriting for missing and incomplete data.
• Additionally, responsible for overseeing certain underwriting support processes for both Pre and Post Bound activities
• Manage day-to-day operations with a focus on meeting service level agreements (SLAs) and maintaining high quality standards, while also overseeing key operational areas such as shrinkage control, capacity utilization, and Early Warning Systems (EWS)
• Serve as a primary point of contact for stakeholders, addressing inquiries, resolving issues, and managing client relationships to ensure satisfaction and retention
• Identify areas for process optimization and efficiency enhancement, implement improvement initiatives, and monitor their effectiveness to drive operational excellence. Handle escalated issues and complaints from clients or team members, investigate root causes, and implement corrective actions to prevent recurrence.
• Coordinate training programs for team members to enhance their skills and knowledge in insurance processes, regulations, and systems.

• Engaged in new transition initiatives, conducted in-depth training sessions, developed process map and standard operating procedures (SOPs)
• Facilitate P&C Insurance and Lloyd’s London Market sessions for new hires and beginners Assisted in the Underwriting data migration project by liaising with clients and crafting SOP’s

Genpact Journey:

Process Developer – UK & US Claims Payment

Duration - Apr'2016 to Jun'2021

Senior Process Associate – US Insurance Backend Customer Service

Duration– Dec'2013 to Mar'2016

Process Associate – US Life & Long Term Care Insurance

Duration – Oct'2010 – Nov'2013

• Process FNOL, claims operation received via multiple channels within SLA for Marine, Aviation, Auto, Accident & P&C
• Invoice processing & Quality Check
• Payment Reconciliation
• Handling Supplier Queries
• Weekly & Monthly Dashboard Reporting to stakeholders and claims adjusters
• Working on Claim adjudication, Payments and Claim support work for respective Claims LOBs on behalf of the Insurance company.
• Handling TPA queries and authorize TPA payment.
• Ensure timely processing and claim settlements to customers within specified TAT
• Conduct frequent quality audits to identify improvement
• Transaction processing for claim supports which include Claims setup and Claim Payments.
• Preparing Weekly and Monthly report for UK claims.
• Faster grievance resolution on escalations received from the intermediary/clients