ISHA SHARMA
New Delhi
Summary
Accomplished insurance professional with over a decade of experience in life and health insurance, specializing in placement, policy servicing, endorsements, refunds, retention, claims analysis, and review. Demonstrated expertise in analyzing and presenting departmental statistics to management, facilitating informed decision-making. Proficient in directing and managing policy administration, with a strong emphasis on quality assurance for documentation related to issued, renewed, and closed policies.
Overview
15
15
years of professional experience
Work History
Manager-Client Engagement
Secure Now Insurance Broker
5 2022 - Current
- Cultivate positive relationships with Premium Corporate Clients as a primary contact for all assigned corporate policies (EB Portfolio), assisting clients with queries related to policies, claims, endorsements and welfare.
- Introduce myself to key stakeholders through welcome calls for new customers and service calls for existing clients.
- Enhance customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Monitor high-age approval and claims cases for assigned clients, guiding them in addressing any documentation deficiencies. Specialized in handling medical claims and related corporate issues.
- Prepare MIS reports on all service-related concerns and implement necessary changes with team.
- Plan and schedule meetings to address clients' business needs and ensure their satisfaction.
- Analyze competitors to identify strategies for customer retention.
- Create and present quarterly review reports to clients to ensure claims and other activities are on track.
- Manage assigned corporate accounts and oversee team members handling escalation concerns.
- Conduct onsite/offline Policy orientation sessions for employees, covering key policy features, coverage, and claims process while addressing their queries.
- Provide value-added services by organizing wellness sessions/webinars for clients through wellness teams,service providers and hospitals (offline/onsite).
- Develop health tips in partnership with a graphic designer, ensuring compliance with copyright regulations.
- Prepare and submit monthly review reports on claims, approvals, retention, and customer engagement to management.
- Lead team of three members in client engagement initiatives.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
Assistant Manager- Client Servicing
India Insure Risk Management
New Delhi
03.2021 - 05.2022
- Managed all service-related concerns related to HCL Tech policy benefits, including coverage terms and conditions and claims process. Directed and oversaw implementation of policy administration, ensuring quality assurance for documentation of policies that were issued, amended, renewed, or closed, along with other related transactions. As single point of contact for sales team, policyholders, and intermediaries, provided policy owner services (POS) and addressed medical aspects. Acted as lead for all operational activities, guiding team responsible for policy servicing processes such as endorsements, refunds, and cancellations, while also managing client servicing team to ensure timely processing of claims and endorsements.
- Additionally, generated fresh leads by converting corporate health insurance into personal insurance under portability benefits and focused on business development, revenue generation, and target orientation. Identified potential customers through referrals, existing clients, networking, and corporate activities, ensuring thorough follow-through to close leads with appropriate documentation and sales process implementation. Also conducted rigorous follow-ups on leads provided by company to maximize conversion rates, delivering client-focused solutions and fostering long-lasting relationships.
Assistant Manager-Group Health Vertical
Vidal Health Insurance TPA
New Delhi
09.2017 - 02.2021
- Ensured retention of current business by fulfilling SLAs as agreed with stakeholders, including insurance companies brokers, Clients and TPAs.
- Interacted with stakeholders to address queries in person, via email, and over phone, resolving issues as they arose.
- Guided and updated stakeholders on documentation requirements and processes throughout policy lifecycle.
- Provided end-to-end client servicing to ensure that defined SLAs were met, functioning in front-end service role.
- Notified stakeholders of any deviations in processes and addressed queries as needed.
- Monitored company performance against service level agreements, flagging potential issues proactively.
- Resolved escalations that arose from team members at executive and team lead levels.
- Informed higher management about employee needs and concerns.
- Managed conversion process of group medical claim benefits to individual policies in accordance with IRDA guidelines and norms.
- Led implementation of insurance operations objectives, facilitating work processes to achieve high performance standards.
- Provided timely updates on claims to address customer grievances related to claims decisions.
- Responded to employee queries regarding policy enrollment, features, changes, and related matters.
AM- Group Life Insurance Vertical (Pan India)
India Insure Risk Management
New Delhi
09.2009 - 08.2014
- Established strong working relationships with customers and clients while maintaining robust connections with insurance companies and advocating for cost reduction strategies for corporate clients.
- Served as single point of contact for sales team, policyholders, and intermediaries, providing policy owner services (POS) and addressing medical aspects.
- Accompanied sales managers during client meetings to facilitate communication and support.
- Conducted overall audits, including internal audits of departmental processes.
- Coordinated with departments such as Finance, HR, and Marketing to implement effective processes.
- Built harmonious relationships with clients, ensuring maximum satisfaction and generating opportunities for repeat business through cross-selling.
- Coordinated with insurance companies for timely policy issuance once documentation was complete.
- Initiated for processing of data for new entrants and resigned employees, preparing summaries for specific companies.
- Provided first-hand information to claims department in required format for death claims.
- Handled gratuity and death claims, coordinating with claims department to ensure timely settlement.
- Interacted directly with clients to resolve queries within specified timeframes and collaborated with various departments to achieve desired outcomes.
Education
M.COM - Commerce
Himachal University
Himanchal PradeshSkills
- Employee onboarding
- Team Leadership:
- Operations Management
- Time Management
- Business development
- Customer relationship management (CRM)
- Customer service
Languages
Hindi
First Language
English
Proficient (C2)
C2
Affiliations
Hobbies: Interior Design - Engage in designing and decorating home interiors, focusing on creating functional and aesthetically pleasing spaces
Interests – Industry Research: Regularly engage in studying new concepts, rules, and regulations within the insurance sector to stay informed about industry advancements, Employee Benefit Policies: Dedicate time to understanding and analyzing new guidelines related to employee benefit policies to enhance professional knowledge
Accomplishments
Consistently delivered exceptional service to premium clients, resulting in multiple Employee Recognition Awards for outstanding performance
Timeline
Assistant Manager- Client Servicing
India Insure Risk Management
03.2021 - 05.2022
Assistant Manager-Group Health Vertical
Vidal Health Insurance TPA
09.2017 - 02.2021
AM- Group Life Insurance Vertical (Pan India)
India Insure Risk Management
09.2009 - 08.2014
Manager-Client Engagement
Secure Now Insurance Broker
5 2022 - Current
M.COM - Commerce
Himachal University
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