JUILEE GAWDE

Team Management and Partner Coordination

• Manage a team of two internal staff members and support a sales team of over 60 members across more than 20 partner companies, such as Turtle Mint, Blue-chip, PB Partner, and Bajaj Capital.
• Ensure smooth day-to-day operations and strong coordination with partners to meet business goals.
• Collect team feedback regularly, and work on improving performance and processes.
• Conduct regular training to help the team and partners understand new processes better.

Renewals and Persistency.

• Achieved 95% 13th-month policy renewals across India by regularly following up with partners, and tracking due payments.
• Arrange renewal calls to help ensure premium payments happen on time.
• Work closely with partners to manage high-value (HNI) policy renewals.
• Prepare simple reports to track sales team performance and policy renewal progress.

New Business – Policy Issuance and First-Time Right (FTR)

• Train partners on correct documentation and underwriting rules to reduce errors, and improve issuance success.
• Handle escalations from partners and the sales team to ensure quick and smooth resolution.
• Track and improve key business metrics, like FTR, M0 Issuance, and P2A.
• Join review calls with leadership to speed up case processing.
• Help issue high-value policies within a 1-day turnaround.

Policy Servicing and Customer Support

• Manage all policy servicing requests, such as address/DOB changes, mode changes, ECS setup/removal, surrender, and reinstatement.
• Provide post-sales service through email and phone, including soft or hard copy delivery, and policy updates.
• Handle complaints and support cases related to free-look cancellations, surrender requests, and ECS deactivations.
• Respond to service requests from NRI customers, and resolve queries in a timely manner.

Team Management

• Supervised a team of four members to ensure the smooth execution of key processes and operations.
• Engaged with HNI clients and advisors to address queries and understand service requirements.
• Coordinated with sales staff to resolve operational issues, and introduced digital platforms to improve customer experience.
• Conducted training sessions for sales teams on new business processes and documentation to facilitate smoother proposal conversions.

New Business Processing and Medical Coordination.

• Performed initial checks on proposal forms, and set up proposals in Life Asia; ensured the issuance of PDRs.
• Ensured compliance with Anti-Money Laundering (AML) documentation guidelines.
• Monitored proposal movement through various stages to conversion.
• Managed medical case follow-ups, coordinated with clients, and diagnostic centers from authorization generation to test completion.

Policy Servicing

• Handled walk-in customer queries, complaints, and provided detailed information on policy features and procedures.
• Processed a wide range of service requests, including surrender, fund switches, free-look cancellations, policy revival, auto cover mode, and ECS activations/deactivations.
• Ensured accurate updates for policy alterations (name, address, DOB, etc.).
• Generated new business leads through a service-to-sales model, contributing approximately ₹30 lakhs monthly.
• Processed claim settlements within 24 hours, and maintained a high NPS (Net Promoter Score) through excellent service delivery.
• Utilized CRM systems to manage client interactions and provide real-time service.

Branch Persistency Management.

• Managed monthly renewal collections for 300 to 500 policies.
• Conducted weekly meetings with Sales Managers and Branch Managers on pending renewals.
• Held regular calls with HNI advisors to follow up on high-value policy renewals.
• Prepared and maintained monthly MIS reports for persistency tracking.

Audit and Compliance.

• Ensured readiness for internal audits (TPP, BI, DD, FATCA) and handled audit documentation.
• Reconciled monthly check bounce cases and banking transactions (cash, check, DD).
• Maintained critical documentation, including ETE files, productivity reports, survival benefits, maturity data, and rework files.

• Managed high volumes of client service requests, handling an average of 16,000 requests monthly and approximately 200,000 annually, ensuring prompt and accurate resolution.
• Executed reconciliation and control activities for post-account opening processes in compliance with regulatory standards (SEBI, NSE, BSE).
• Focused on enhancing customer satisfaction and operational efficiency by ensuring minimal turnaround times and delivering quality service across all touchpoints.
• Processed Mutual Fund Internal Transfer and Transmission requests, averaging 90 transactions daily, with a strong emphasis on accuracy and regulatory compliance.