Mohammed Ishaque Kazi

Team Lead - Group Employee Benefits Operations

• Successfully managed International & Domestic Corporate client portfolios valued at 55+ Crores, encompassing 160+ Corporate Policies.
• Led a dedicated team of 5 members, overseeing the servicing of approximately 45,000+ beneficiaries.
• Cultivated and nurtured strong client relationships, acting as a primary liaison between clients, insurers, and other stakeholders.
• Strategically managed existing Employee Benefits clients, focusing on renewal, retention, and account growth.
• Collaborated with the retention team to ensure seamless renewal processes and addressed ongoing service requirements.
• Conducted periodic reviews of outstanding Cashless and Reimbursement claims, ensuring compliance with OTAT (Once Turnaround Time) standards.
• Prior to submission, meticulously reviewed all client reports for completeness, accuracy, and error-free content.
• Defined and implemented service deliverables, monitoring and assessing end-to-end process efficiency and effectiveness.
• Proactively identified and facilitated growth opportunities for the team, emphasizing training and development initiatives.

• Managed a substantial Private Insurer client portfolio valued at 400+ Crores.
• Collaborated closely with Private Insurers and Agents to promptly address and resolve queries, ensuring smooth client interactions.
• Established and maintained an end-to-end Claim & Cashless process, optimizing processing efficiency.
• Demonstrated a commitment to service excellence by strictly adhering to Preauthorization & Reimbursement Claim TAT standards.
• Conducted periodic reviews of outstanding Cashless and Reimbursement claims, ensuring compliance with OTAT (Once Turnaround Time) benchmarks.
• Generated and provided fortnightly & monthly MIS reports to the Insurer in IRDA mandated format, facilitating transparent communication.
• Upheld rigorous adherence to regulatory, security, and audit procedures, ensuring compliance with industry standards.
• Implemented effective escalation procedures to address time-sensitive issues promptly and efficiently.
• Orchestrated both internal and external audits, ensuring thorough evaluation and compliance with audit requirements.
• Collaborated with internal teams on various projects, driving process enhancements and improvements.
• Led, trained, and motivated a high-performing team, fostering continuous improvement in knowledge and abilities.
• Coordinated with Insurers for disputed cases, facilitating technical discussions to arrive at final resolutions.

• Managed Group Mediclaim, Group Life, and Group Personal Accident policies, ensuring comprehensive coverage for corporate clients.
• Responded promptly to inquiries and escalations from insured parties, ensuring high levels of customer satisfaction.
• Coordinated with corporate employees to address queries and provide seamless support in insurance-related matters.
• Facilitated efficient processing of Cashless and Reimbursement claims by liaising with insurance companies and Third-Party Administrators (TPA).
• Maintained and updated claim cases regularly, ensuring accuracy and completeness of records.
• Offered dedicated Help Desk services to corporate clients, providing timely assistance and guidance.
• Conducted orientation programs at client locations across India, ensuring a comprehensive understanding of insurance policies.
• Orchestrated the renewal process by liaising with insurance companies and clients, ensuring uninterrupted coverage.
• Validated data shared between clients and insurance companies, guaranteeing accuracy and compliance.
• Delivered fortnightly and monthly Management Information System (MIS) reports to clients, facilitating transparent communication.
• Maintained strict adherence to regulatory, security, and audit procedures, ensuring compliance with industry standards.
• Identified and liaised with internal and external stakeholders to address client requirements related to Value-Added Services (VAS) and IT Front.

• Taking care of (GMC & GPA) for corporate
• Coordinating with insurance company / TPA for Reimbursement claims
• Coordinating with insurance company / TPA for Cashless claims
• Coordinating with corporate employees for resolving queries
• Making addition/deletion list and forwarding to insurance company
• Following with Insurance Co
• TPA for the endorsement updating for the assigned corporate
• Providing Help desk to corporate clients
• Regular maintain / updating of claim cases
• Taking care of Wellness activity for the clients.

• Taking care of (GMC & GPA) for corporate
• Coordinating with insurance company / TPA for Reimbursement claims
• Coordinating with insurance company / TPA for Cashless claims
• Coordinating with corporate employees for resolving queries
• Following with Insurance Co
• TPA for the endorsement updating for the assigned corporate
• Providing Help desk to corporate clients
• Regular maintain / updating of claim cases
• Taking care of Wellness activity for the clients.

• Responsible for bringing NewCorporate
• Related to Flight Booking, Hotel Booking, VISA Assistance and Red BusBooking
• Follow up Related to Corporate Agreement & Payment Part.
• Managing Entire Tour of Corporate Client.

• Relationship Development with Insurers & Corporate Clients
• Addressing various issues, queries and complaints raised by corporate & customers and resolving them at the earliest possible time
• Providing complete training to fellow colleagues and team members on updated guidelines, managing the client queries
• Customizations of service solution as per the client’s requirement which will enhance servance levels and client retention
• Coordination with various departments to ensure efficient operations and delivery of services within the TAT and as per the quality standards and agreement with the client
• Successfully liasoning with the back office team for ensuring best of the services to be delivered
• Follow up with insurer for various claims approvals; float remittance and any other service related issues
• Actively involved in developing new process & strategies to achieve maximum client retention
• Presentation detailed policy presentation with clients and their employees

• RESPONSIBILITY
• Handling Around 20+ Corporate Client andBroker
• Responsible for Corporate Grievances related to Cashless & Reimbursements
• Analyzing the data sent by the client and making strategies & plans to achieve the targets
• Responsible for taking their escalations and giving online resolution to the corporate
• Analyzing the reports of CallCenter
• Date of Birth : 24th

• Handling a team of 17agents
• Responsible for their roster, attendance, quality, production and on the job training
• Responsible for taking their escalations and giving online resolution to the customers
• Motivating the team to perform better bycreating internal competition and alsocompeting with other teams
• Co-coordinating with respective client managers and getting the customers dispute solved
• Analyzing the data sent by the client and making strategies & plans to achieve the targets
• As Customer Contact Executive
• Haveconductedproduct-trainingsessions withintheteamandalso conductedtestand quizonproduct knowledge
• Have buddied the freshrecruits
• Have handled the team in the absence of Team Leader and Team Coach