Mandara B
Bangalore
Summary
Aspiring professional with over 12 years of experience in Quotations, policy administration & underwriting related to Insurance. Extensive skills in managing several products, Process training & Quality achievement. Ensure competence in operations & sustain a positive work environment that nurtures optimal team performance.
Overview
16
16
years of professional experience
Work History
Senior Process Analyst – Operations (Service support management)
Gallagher Center of Excellence
10.2024 - Current
- Company Overview: Global insurance brokerage, risk management, and consulting firm with a significant presence in India. They are known for providing solutions to businesses, communities, and people worldwide.
- Serving as a Senior Process Analyst, I collaborate closely with Client Service Managers in Epic, Renewal Service Delivery, and Statements of Insurance. My role focuses on recommending policy coverages tailored to meet the unique needs of clients, ensuring optimal service and satisfaction.
- Global insurance brokerage, risk management, and consulting firm with a significant presence in India. They are known for providing solutions to businesses, communities, and people worldwide.
Specialist
AXA Business Services Pvt. Ltd
12.2012 - 10.2024
- Company Overview: Global business processing center for high quality service delivery to various worldwide AXA entities. The center handles Insurance of life savings and health, property & casualty, and asset management.
- Ensure efficiency and achieve SLA targets with customer satisfaction as prime objective
- Effective management of workflow, quality & timeliness
- Supervise ISMS & ISO. Adherence within teams and conduct audits and share the findings with suggestions to management
- Generate MI Report such as daily reports, weekly dashboards, quality report, Lean & KPI report etc. Ensure accurate and timely reporting to manager
- Maintain knowledge-base and stay on par with updates shared by the UK Underwriters
- Analyze training needs for operational efficiency & provide support through training. Build Insurance Domain knowledge within the team for better Business Analysis skills
- Interaction with the clients on daily basis through mails and calls if necessary
- Point of escalation for issues that require internal or external senior level involvement to ensure appropriate resolution and mitigate VOCs
- Global business processing center for high quality service delivery to various worldwide AXA entities. The center handles Insurance of life savings and health, property & casualty, and asset management.
- 2016-2017 - Query Reduction: 27% of the cases processed were queried for lack of information that was consuming valuable time of Underwriters for supporting India Operations.
- Contribution – Weekly Query Analysis (Pareto) and shared the feedback with team and reports to managers. Fortnightly review sessions conducted with underwriters. Implemented effective internal reference and justifying queries at UK. Results were overwhelming, which eased the job of underwriters and increased clients’ confidence. Output - Standardized and reduced query percentage from 27% to less than 6%.
- 2018-2019 Revamp of Workflow tool – Galileo Roll Out: Training – 4 Weeks web Based Training for Pune team. Process – Workflow to create visibility at branches and induce more work at ABS. Phase wise transition of all 12 branches into the new workflow system projecting calculative risk on the service deliverables. Contribution – Responsibility of training and migration was lead individually. Alternative methods provided to iron out process challenges faced during the workflow change. Output – Successful rollout of the workflow tool in the team with no impact on SLA.
- Improved controls related to information security leading to high scores on internal and external audits.
- Twice been part of BCP situation with successful implementation of BCP during Cauvery Issue and Fire incident at office.
- Implementation of application Galileo – remotely trained over 40 processors in Pune operations over period of 4 weeks.
- Developed and revamped training materials which has improved overall effectiveness of training programs.
Financial Analyst
Northern Operating Services Pvt Ltd
08.2009 - 10.2010
- Company Overview: Delivers financial services and technological expertise for corporations, institutions and private individuals around the world.
- Asset coding process, enabling successors to get their assets from their parental property according to the documents
- Validate court documents and create a Doc number for further proceedings
- Delivers financial services and technological expertise for corporations, institutions and private individuals around the world.
Education
Bachelor of Business Management -
BMS College for Women
01.2009
Skills
- Process improvement
- Data analysis
- Workflow management
- Quality assurance
- Client relationship management
- Financial reporting
Accomplishments
- Query Reduction, 2016-2017, Standardized and reduced query percentage from 27% to less than 6%.
- Revamp of Workflow tool – Galileo Roll Out, 2018-2019, Successful rollout of the workflow tool in the team with no impact on SLA.
Languages
- English
- Hindi
- Kannada
- Tamil
- Telugu
Personal Information
- Date of Birth: 06/30/88
- Marital Status: Married
Notable Contributions
- Improved controls related to information security leading to high scores on internal and external audits.
- Twice been part of BCP situation with successful implementation of BCP during Cauvery Issue and Fire incident at office.
- Implementation of application Galileo – remotely trained over 40 processors in Pune operations over period of 4 weeks.
- Developed and revamped training materials which has improved overall effectiveness of training programs.
Timeline
Senior Process Analyst – Operations (Service support management)
Gallagher Center of Excellence
10.2024 - Current
Specialist
AXA Business Services Pvt. Ltd
12.2012 - 10.2024
Financial Analyst
Northern Operating Services Pvt Ltd
08.2009 - 10.2010
Bachelor of Business Management -
BMS College for Women
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