Leena Karar

• Managing the team on daily basis & to ensure the SLA's are met on daily basis.
• Training and Mentoring new hires until they are out of the learning curve and to ensure to review their regular progress and giving feedback, arranging weekly meetings with Manager and Trainees to help them achieve the set goals.
• Communicate with Stakeholders on regular basis with regards to the Volumes Forecast, Month End volumes and how to manage the volumes in set deadlines.
• Subject matter expert for resolving internal and external Accounting & Settlement, Xchanging, Reconciliation, Process related queries.
• Proved successful working within tight deadlines and a challenging environment.
• Preparing monthly MBR (Management Business Review) which includes details such as reasons for increase/ decrease in volumes, queries, errors, breaches, appreciations & feedback received for the team.
• Developed individualized training plans to achieve staff readiness.
• Part of Technical Forum - To review the SPOP's and provide suggestions for process improvement.
• Analyzed team performance and identified opportunities for additional training.
• SPOC for identifying and reducing Query rates and implement measures to reduce query percentage via weekly calls with UK/ UAE & US counterparts.
• Evaluated complex information relating to insurance Calculations related to Premiums, Income Sharing, Brokerage, and Commission.
• External/ Internal / Cross Audits and shared compliance procedures wherever required.

Process Transition

• SPOC for UAE & US Process Transition. This involved designing, execution process, working with Technical Leader/ UK, UAE Process Heads.
• Training the team & ensuring the quality is as per SLA on the documents sent to stakeholders.
• Testing applications, Automation Tools and give inputs and hence ensuring smooth transition.

• Supervised team members to confirm compliance with set procedures and quality requirements.
• Managed vendors to maximize profitability and achieve financial objectives.
• Created reports, presentations and other materials for executive staff.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Obtained background check data on characters, financial statuses and personal histories.
• Was part of BS7858 Certification Team for the Organization.

• Responded to customer calls and emails to answer questions about products and services.
• Developed and actualized customer service initiatives to decrease wait times.
• Mentored new hires, resulting in stronger staff development and increased productivity.