Gaurav Pal
Mumbai
Summary
Senior Leadership Aspirant | General Insurance | Strategic Growth & Operational Excellence
Dynamic and results-oriented insurance professional with 22+ years of diverse experience across general insurance operations, customer experience management, and business transformation. Proven expertise in leading large-scale operational functions, streamlining processes, and driving strategic initiatives that enhance efficiency, compliance, and customer experience. Adept at aligning operational goals with business strategy, leveraging data-driven insights, and navigating dynamic industry environments. Seeking a senior leadership role in a progressive, general insurance organization to drive strategic growth and operational excellence.
Overview
22
22
years of professional experience
Work History
Vice President – Commercial Lines Operations (Policy Administration)
HDFC ERGO GEN INS CO LTD
Mumbai
07.2022 - Current
- Managing Commercial lines Policy Administration - Pan India Operations Management.
- Providing strategic leadership for policy administration across Commercial Lines including Fire, Engineering, Marine, Liability, Group Accident & Health, ensuring operational excellence and regulatory compliance.
- Handling approx. 1 Lac monthly transactions.
- Leading a team of over 160 professionals across multiple regions, fostering a high-performance culture and improving service delivery metrics.
- Process Optimization, Cost Control & Efficiency Improvement.
- Cross-functional Collaboration, Data Analytics & Reporting, Quality Assurance & Audits, Business Continuity Planning.
Grievance Redressal Unit Head
HDFC ERGO GEN INS CO LTD
Mumbai
09.2018 - 06.2022
- Spearheaded the development and implementation of a board-approved Grievance Redressal Policy in alignment with IRDAI guidelines.
- Led a centralized grievance management team, ensuring timely resolution of customer complaints across digital, voice, and physical channels.
- Conducted root cause analysis (RCA) of recurring complaints and collaborated with cross-functional teams to implement corrective actions.
Area Operations and Service Manager
HDFC ERGO GEN INS CO LTD
Delhi
09.2017 - 08.2018
- Led branch operations across 15 branches in 3 states, managing high-volume policy administration and service delivery for General Insurance products.
- Managed policy processing for Motor, Health, and Personal Accident products at branch level, streamlining workflows and reducing turnaround time.
- Oversaw quality checking and inwarding of ~1000 insurance proposals daily, ensuring accuracy, compliance, and timely processing.
- Led reconciliation activities for CoverNotes, commissions, and banking transactions, ensuring accurate financial reporting and compliance.
- Acted as SPOC for automation initiatives, identifying manual processes for digitization and driving system enhancements to improve efficiency.
Manager – Retail Operations
HDFC ERGO GEN INS CO LTD
Delhi
07.2014 - 08.2017
- Managed end-to-end policy administration for retail insurance products including Motor, Health, Travel, and Personal Accident, ensuring timely issuance, endorsements, and renewals.
- Oversaw ancillary operations such as customer and channel support, resolving queries and complaints related to policy servicing and documentation, MIS reports and dashboards to senior management, reconciliation, quality checks to minimize errors and discrepancies in policy issuance ensuring accuracy and compliance with internal controls.
- Identify gaps in policy administration workflows and recommend automation or system enhancements.
- Collaborate with IT and product teams to implement changes in core systems and policy issuance platforms.
Lead Business Analyst
Computer Sciences Corporation
Noida
10.2010 - 07.2014
- Led the management and enhancement of CSC’s POINT IN suite for Property & Casualty (P&C) insurance applications, operating on IBM AS/400.
- Specialized in All Lines Rating (ALR), CSC’s proprietary product configuration and rating engine, to support policy rating, premium calculation, and statistical reporting.
- Interpreted ISO (Insurance Services Office) circulars, rules, and loss cost updates, implementing necessary system modifications using the ALR tool.
- Requirement analysis, effort estimation, impact analysis, development, review, testing, documentation and delivery of change requests.
Deputy Manager - Operations
Reliance General Insurance Co Ltd
Delhi
09.2006 - 10.2010
- Policy Processing – Managed end-to-end processing of Retail Line policies (Motor, Health, PA, Travel) for the Delhi region, ensuring accuracy and timely issuance.
- Reconciliation – Led reconciliation of Cover Notes, commissions, and banking transactions to maintain financial integrity.
- MIS/Backend support – Delivered operational insights through detailed MIS reports (e.g., CoverNote returns, discrepancies, cheque bounce) to support decision-making and process optimization.
- Query Handling/ Training – Acted as SPOC for national tie-ups, resolving operational queries and conducting training programs on products and RGICL policy issuance systems.
Executive – Underwriting (Marine Cargo Insurance)
Bajaj Allianz General Insurance Co. Ltd
Delhi
12.2005 - 09.2006
- Rating: Prepared competitive quotes and issued Marine Cargo policies, ensuring compliance with underwriting standards.
- Reconciliation of Deposit A/c: Reconciled deposit accounts under Open Covers/Policies to maintain premium adequacy and financial accuracy.
- Provided technical underwriting support to the Agency and Corporate Sales teams, enhancing service delivery and client satisfaction.
Client Service Representative – Maruti Udyog Ltd. (Onsite Assignment)
IFFCO Tokio General Insurance Co. Ltd
Gurgaon
12.2003 - 11.2005
- Managed end-to-end coordination for insurance operations, serving as the primary liaison for Maruti Udyog.
- Handled complete Marine Insurance underwriting, including premium quote preparation for import/export and domestic cargo via sea, air, and inland depots.
- Facilitated claims processing by arranging surveys at ports, en-route, and factory locations; ensured timely lodging and settlement of insurance claims.
Education
FELLOWSHIP - Insurance
Insurance Institute of India
Delhi07-2016
MBA - Insurance And Banking
Mahatma Gandhi University
Delhi06-2013
Skills
- Policy administration
- Regulatory compliance
- Process optimization
- Data analytics
- Quality assurance
- Customer relationship management
- Operations management
- Business continuity planning
- Strategic leadership
- Cross-functional collaboration
Personal Information
Date of Birth: 13/03/80
Linkedin Profile
https://www.linkedin.com/in/gaurav-pal-singh-a7330962
Awards & Recognition
· Awarded by the prestigious HDFC ERGO HUMAN CODE VALUE award in 2022 & 2025 For overall excellence in consistently upholding the SEED (Sensitivity, Excellence, Ethics and Dynamism) values in all the actions, interactions, and at every touchpoint. Producing exemplary results while staying true to the ethos of HDFC ERGO.
· Recognized with CSC’s prestigious ‘Keys to Success’ award for outstanding performance, leadership, and strategic contributions to key insurance technology initiatives
Timeline
Vice President – Commercial Lines Operations (Policy Administration)
HDFC ERGO GEN INS CO LTD
07.2022 - Current
Grievance Redressal Unit Head
HDFC ERGO GEN INS CO LTD
09.2018 - 06.2022
Area Operations and Service Manager
HDFC ERGO GEN INS CO LTD
09.2017 - 08.2018
Manager – Retail Operations
HDFC ERGO GEN INS CO LTD
07.2014 - 08.2017
Lead Business Analyst
Computer Sciences Corporation
10.2010 - 07.2014
Deputy Manager - Operations
Reliance General Insurance Co Ltd
09.2006 - 10.2010
Executive – Underwriting (Marine Cargo Insurance)
Bajaj Allianz General Insurance Co. Ltd
12.2005 - 09.2006
Client Service Representative – Maruti Udyog Ltd. (Onsite Assignment)
IFFCO Tokio General Insurance Co. Ltd
12.2003 - 11.2005
FELLOWSHIP - Insurance
Insurance Institute of India
MBA - Insurance And Banking
Mahatma Gandhi University