BINU M BASHEER
Deputy Manager Operations
Alappuzha
Summary
Senior insurance professional with 11+ years of experience in claims operations, insurance compliance, fraud prevention, and service excellence within multinational insurance environments. Proven leader with strong expertise in end-to-end claims processing, SLA management, audits, performance governance, and cross-functional collaboration. Recognized for driving operational efficiency, strengthening compliance frameworks, and leading high-performing teams aligned with regulatory and quality standards.
Overview
12
12
years of professional experience
9
9
Certifications
4
4
Languages
Work History
Deputy Manager – Operations
Allianz Services
Trivandrum, India
10.2021 - Current
- Lead a team of 15 claims assessors, managing end-to-end claims operations with optimal capacity utilization.
- Ensure strict adherence to SLA parameters, quality standards, and internal compliance policies through audits and process reviews.
- Prepare and analyze MIS and performance reports to track trends and support data-driven decision-making.
- Manage recruitment and attrition planning for a claims workforce of 190+ employees, ensuring continuity of operations.
- Coordinate training initiatives across claims teams, identifying high-potential employees and supporting succession planning.
- Collaborate with training, quality, IT, and business stakeholders to enhance claims service delivery and operational efficiency.
- Led Contact Centre Project (May 2023 – Feb 2024), managing technical customer calls and resolving complex claims issues in real time.
- Headed Austrian Claims Analysis Project (Feb 2024 – Jul 2024), managing a German-language claims initiative with cross-border stakeholders and transitioning it into BAU operations.
- Championed German Pilot Project (Jan 2023 – Jul 2024); project received multiple accolades and endorsement from the German Workers’ Council.
Assistant Manager – Claims Operations
Allianz Services
Trivandrum, India
04.2019 - 09.2021
- Spearheaded performance coaching for a 15-member team, achieving 98% SLA compliance and improving customer satisfaction by 20%.
- Reduced customer complaint escalations by 35% through effective resolution strategies and first-contact resolution improvements.
- Designed and delivered targeted training programs, resulting in 30% improvement in team KPIs.
- Conducted performance reviews aligned with COPC standards.
- Acted as liaison between operations, process owners, and cross-functional teams.
Claims Validation Specialist – Anti-Fraud
Allianz Services
Trivandrum, India
09.2016 - 07.2018
- Conducted detailed fraud investigations across insurance claims, identifying trends and control gaps.
- Delivered £750,000 in annual savings through early fraud detection and prevention.
- Cleared Household Fraud Level 1 Certification and received Top Performer Medal for fraud excellence.
Veterinary Claims Expert
Allianz Services
Trivandrum, India
05.2014 - 09.2016
- Evaluated and processed complex claims under the Petplan portfolio, ensuring 100% compliance with underwriting standards.
- Reduced claim turnaround time by 2 days through workflow optimization.
- Partnered with underwriting teams to resolve complex cases and improve claims accuracy.
- Supported end-to-end claims lifecycle while maintaining regulatory compliance and customer-centric service.
Education
EXEPG - General Insurance
National Insurance Academy
PuneBachelor of Veterinary Sciences & Animal Husbandry - BVSc & AH
Kerala Veterinary and Animal Sciences University
01-2014
Skills
SLA, KPI & Performance Management
Claims Quality, Audit & Compliance
Escalation & Customer Issue Resolution
Change management
Recruiting skills
Problem Solving
Project Management
Certification
Allianz People & Customer Excellence Award – 2023
Timeline
Deputy Manager – Operations
Allianz Services
10.2021 - Current
Assistant Manager – Claims Operations
Allianz Services
04.2019 - 09.2021
Claims Validation Specialist – Anti-Fraud
Allianz Services
09.2016 - 07.2018
Veterinary Claims Expert
Allianz Services
05.2014 - 09.2016
Bachelor of Veterinary Sciences & Animal Husbandry - BVSc & AH
Kerala Veterinary and Animal Sciences University
EXEPG - General Insurance
National Insurance Academy