ANGEL WILSON

Led cross-functional Agile project teams to deliver health-insurance initiatives including claims automation, TPA integrations, underwriting workflow redesign, and customer-service platform enhancements.

• Facilitated Agile ceremonies—daily stand-ups, sprint planning, sprint reviews, and retrospectives—to ensure smooth execution of projects.
• Led end-to-end delivery of health insurance projects covering claims automation, policy servicing improvements, underwriting workflow efficiency, and TPA/hospital network integrations, improving operational efficiency by 30%+.
• Managed project lifecycle including requirement gathering, BRD/FSD documentation, sprint planning, UAT execution, production rollout, and post-implementation monitoring.
• Collaborated with Claims, Underwriting, Network, Product, Compliance, and Customer Service teams to streamline health insurance operations and improve overall TAT and service quality.
• Improved customer service resolution time by ~20% by optimizing claim servicing workflows.
• Ensured project deliverables adhered to IRDAI guidelines, health product regulations, and audit-compliant documentation standards.

• Collaborated with Claims, Underwriting, Network, Compliance, and IT teams to gather user stories, define acceptance criteria, and prioritize sprint backlogs for health-related system enhancements.
• Managed iterative delivery of cashless and reimbursement claims workflows, implementing incremental improvements that enhanced approval TAT, reduced manual interventions, and strengthened IRDAI compliance.
• Coordinated with TPAs and hospital networks to deliver Agile-driven enhancements in pre-authorization flows, medical scrutiny processes, and provider-portal functionality.
• Used data insights and SQL-based analysis to validate feature behaviour, perform sprint-level impact assessments, and ensure accuracy of health claims and policy operations across releases.
• Delivered system updates for health policy issuance, endorsements, portability, and renewals through incremental sprints, ensuring high-quality deployments and minimal production defects.
• Created Agile project artifacts including user stories, sprint dashboards, burn down charts, UAT scenarios, and release notes to ensure transparency, governance, and stakeholder alignment.
• Client: Bajaj Allianz General Insurance Pvt. Ltd.

• Coordinated with Claims, Underwriting, Network, TPA, and Motor Operations teams to identify operational gaps, streamline documentation requirements, and implement workflow improvements that reduced turnaround time and process defects. Implemented system improvements that reduced manual claim validations by 40%, increasing claims processing productivity.
• Managed requirement analysis, BRD/FSD preparation, and UAT execution for enhancements in cashless/reimbursement health claims, motor accident/OD/TP claims, and policy servicing modules, ensuring smooth production rollout and minimal system issues.
• Developed standardized SOPs, process maps, KEDBs, and RCA documentation to strengthen operational governance, improve cross-team collaboration, and support continuous process improvement across health and motor insurance operations.

• Facilitated end-to-end training workshops to strengthen insurance process adherence, system utilization, documentation accuracy, and operational compliance across health and motor insurance teams.
• Partnered with cross-functional business units to ensure that training content, process guides, and system instructions were continuously updated to align with evolving insurance workflows, regulatory requirements, and system enhancements.
• Developed and maintained comprehensive SOPs, compliance logs, quick-reference guides, and process documentation to support standardization, audit readiness, and consistent execution of insurance operations.