Nikhil Poojari

Handling insurance business, claims management & customer experience portfolio in current profile with Ola Financial services.

Fresh motor insurance business for Ola electric scooter:

• Responsible for new business initiatives product planning, strategy & integration for go live, along with onboarding of new partners.
• End to end coordination with partners ( Insurance companies ) and internal stake holders for insurance business & other operational issues on daily basis.
• Managing a monthly portfolio of 50000+ policy issuance with a GWP of 40 Cr for fresh motor insurance business of new scooters.
• Executing new pricing, negotiation, commercials for fresh & renewal business along with business penetration, wallet share across partners and working closely with the BU head.
• Cashflow management on weekly basis for CD account across partners. Coordination with partners & business finance for monthly reconciliation of MOM business, receivables and financial statement.
• Handling offline policy issuance, endorsement & cancellation process for fulfillment & registration of new vehicles.

Renewal business for commercial motor (PCV) :

• Managing a monthly sales portfolio of 5.5 cr gross premium with 6000+ policies. Lead management, target setting for monthly numbers and preparing annual growth plan in terms of revenue & cost.
• Relationship & vendor management for month on month growth and new business initiatives across pan, successfully running the business with a average growth of 12% MOM.
• Executing monthly targets, budget & cashflow management. Handling a call center with a team size of 40+ members for monthly sales of fresh & renewal business of PCV vehicles.
• Monitoring of daily metrics, call quality adherence and daily run rate's for daily & weekly target. Working closely with Team lead & QA's for business improvement plans & weekly review on team performance.

Customer experience & Claims management:

• Singly handedly created and executed OLA's 1st project and process of customer support team of OLA Insure for all the insurance products sourced by OLA Financial services.
• Managing monthly customer request of 8000+ request tickets through email & 3000+ inbound calls.
• Handling end to end social media escalation and IRDA grievance.
• SLA and FRT monitoring with NPS tracking for incoming customer request. Product insight, automation and cost management for service related transactions.
• Motor claim portfolio management with monthly settlement of +2 cr. Closely working with sales & business for automation and digitization for better customer experience and claims journey
• Monthly recon with finance and insurer spoc for payment reconciliation. Managing CAC and per transaction cost for service request
• Coordination with partners and workshop for process excellence and relationship management. Cross sell and lead generation for insurance related products along with renewal assistance across products.

• Pre-sales presentations and product demos for new clients by understanding their business requirement for GMC clients
• Client onboarding and automation of digital platform for insurance and operational lifecycle of clients
• Derived new business opportunities from existing clients by getting referrals and maintaining NPS
• Building exceptional relationships with the clients Upselling and Cross Selling as the company has diversified product range repeatedly strive to deliver value to the client
• Maintain a regular cadence of analytical reviews with the client to identify metrics that matter
• Ensure the client is seeing ROI on their investment in the Marsh platform

• Backend operation and Corporate customer service across product (Motor, Health, Travel, and life business)
• Service TAT adherence and strategy planning
• Managing Insurer relationship and coordination on daily transaction for endorsement policy issuance, cancellation of motor and health business
• Coordination with medical center and TPAʼs for Medical testing of customer's
• Taking care of policy & issuance revenue generation for Term life and Ulip business
• End to End claims management for Motor, Heath & Travel business. Coordination with insurer, workshop & TPA's for claim service & settlement.

• Planning & Budgeting for pan India investor.
• Onboarding new investors & collection of routine investment.
• CRM & Tools training and creating dummy account for trading experience.
• Lead management and coordination with retention team for client portfolio growth & investment plans.
• Daily monitoring of commodities & future options for pricing & market chart.

• Online sales on live Media advertisement
• Inbound and Outbound call management and customer service
• MIS handling and lead management
• Taking care of cross sales and lead generation through cold calling
• On call consultation for online products and up sale.