Omkar Handigol
Bangalore
Summary
Results-driven Operations Manager with expertise in auditing, AML, Customer Engagement, compliance, fraud investigation and process improvement. Proven track record of optimizing operations and mitigating risks while exceeding client expectations. Skilled in financial data analysis, taxation, customer experience, Claims Settlement, Group claim operations and team leadership.
Accomplished professional with extensive experience in business development, process optimization, automation, and strategic planning. Expertise in project management, data analysis, and investment decision-making. Highly skilled in developing initiatives to streamline and standardize business operations.
Performance-oriented professional resourceful the field and systematically improving procedures to achieve targets and maintain agile, responsive business operations & Group claim operations. Diplomatic leader with exceptional planning, organizational and management abilities.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Operations Sr. Executive –Team Leader
SBI Life Insurance Company Ltd
Bangalore
05.2022 - Current
- Own and Evolve the Customer Experience Measurement Framework Institutionalize mechanism to resolve Customer Dispute and set up policies for Grievance Redressal, in case of experience miss from SBI Life
- Supporting the effectuation of Robotic Process Engineering in the organization to increase productivity and reduce cost
- Implemented process improvements, leveraging data analysis and auditing techniques to ensure compliance with ISO standards and regulatory guidelines
- Managed risk effectively, fraud identifying, money laundering and mitigating potential issues to safeguard organizational interests
- Spearheaded projects focused on operational excellence and customer experience enhancement, utilizing lean six sigma methodologies and analytics support
- Conceiving and developing a strategic business with long-term business strategy & planning, development of products, processes, organizational structure, risk management policies and business & manpower planning
- Current Projects: NPS (Net Promoters Score)
- NPS(Net Promoter Score) and C Sat Survey Management through a robust Survey Management Platform to capture customer feedback about our product and services and ensure loop closure as well as data analysis of the feedback to improve customer experiences during all interactions with the business
- Pivotal in the creation of Smart Care, the mobile application to take service to customer fingertips and enhance customer experience
- Communicated regularly with stakeholders regarding project updates, changes, risks or challenges.
- Assisted in preparing budgets, cost estimates and forecasts related to projects or initiatives.
- Investigated fraudulent claims by gathering evidence from various sources.
- Managed escalated cases involving high-value claims or multiple parties involved.
- Reviewed customer claims & group claims settlement, identified discrepancies and determined appropriate course of action.
- Prepared detailed reports on project progress and presented them to senior management.
- Managed portfolio performance by monitoring changes in markets, client objectives, and audit risk tolerance levels.
- Monitored regulatory compliance in financial reporting and ensured adherence to accounting standards.
- Reviewed financial documents and records to assess accuracy and compliance with applicable laws, regulations, and standards.
Operations Executive
SBI LIFE INSURANCE CO LTD
Bangalore
04.2020 - 04.2022
- Created and updated operational documents and database records.
- Maintained accurate records of operational data and documents for audit purposes.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Reviewed coverage determinations, investigated and evaluated claims and negotiated settlements.
- Drafted statement of loss to summarize damages, payments and underlying policy coverage.
- Participated in claims audit processes to ensure compliance with internal and external standards.
- Ensured compliance with federal and state regulations governing insurance industry operations.
- Investigated potentially fraudulent claims with focus on thoroughness, quality, and cost control.
- Performed quantitative analysis of historical data to identify patterns or anomalies in the data set.
- Collaborated with senior management to develop and monitor key financial performance indicators (KPIs).
- Analyzed complex financial information to offer recommendations to management, driving decision-making.
- Reviewed financial documents and records to assess accuracy and compliance with applicable laws, regulations, and standards.
- Resolved disputes between vendors, customers, and internal teams in a timely manner.
- Conducted periodic reviews of vendors to ensure compliance with contractual obligations.
- Led valuation, due diligence and contracting as part of acquisition process.
- Investigated complaints received from customers about poor service delivery by vendors.
Associate in Operation Department
SBI Life Insurance
Bangalore
06.2017 - 03.2020
- Handled policy servicing and new business operations, ensuring efficient processing and adherence to regulatory guidelines
- Conducted market analysis to guide clients in making informed investment decisions, contributing to overall customer satisfaction
- Reviewing mechanism in coordination with the senior management and Business Teams to alignment of score card with key customer metrics
- Played a critical role in the Website revamp as SPOC for the Operational aspects like branch auditing, customer interaction & claim settlements
- Calculation and Analyzing of market trend of NAV executing competent strategies with a view to penetrate customer’s fund performance
Operations Associate
Team Lease
Bangalore
12.2016 - 05.2017
- Collaborated with other departments to coordinate activities related to operations management.
- Investigated root causes of errors or delays in order fulfillment processes and recommended solutions.
- Provided technical support for internal staff regarding system usage issues related to operations management.
- Developed and suggested new strategies and tactics for improvements.
Associate
Vijay Panchappa & Co
Dharwad
03.2014 - 04.2016
- Company Overview: Associate at Chartered Accountant
- Conducted financial analysis and auditing for various clients, ensuring compliance with internal control procedures and regulatory requirements
- Played a key role in identifying and mitigating financial risks, contributing to overall business stability
- Associate at Chartered Accountant
- Gathered financial information from clients to ensure accuracy of their tax returns.
- Reported any discrepancies or errors in pricing or inventory levels to management.
- Assisted clients in preparing and filing federal, state, and local tax returns.
Education
PGDBA - Finance
Symbiosis Distance Learning University
Pune01.2015
Master of Commerce - Banking Group
Karnataka University
01.2013
Bachelor of Commerce -
CSI College of Commerce
Dharwad01.2009
Skills
- Operations Management
- Auditing
- Anti Money Laundering (AML)
- Process Improvement
- Data Analysis
- Fraud Investigation
- Taxation Administration
- Customer Relationship Management
- Net Promoter Score : Onboarding & Service excellence
- Compliance & Grevience
- Claims Settlement
- Performance Improvement
- Business Planning
- Policy Development
Certification
- Lean Six Sigma Master Black Belt - 2023
- Lean Six Sigma Yellow Belt, Green Belt, Black Belt - 2023
- Investment Banking Workshop- 2024
- Financial Accounting & Analysis- 2024
- Tableau 2022 A-Z: Data Science - 2023
- Master in Microsoft Power BI Desktop and Service - 2023
- Financial Modeling & Valuations - 2024
Accomplishments
- Claims Closure Excellence Award, Achieved 100% closure in claims settlement.
- CRM Closure Achievement, Secured the second position for closing CRM cases within stipulated timelines.
- President's Award for NPS, Received the prestigious President's Award for attaining the top position in Net Promoter Score., 01/01/23
- New Business Coordination Accolade, Recognized for exemplary leadership in coordinating new business processes.
Projects
NPS (Net Promoter Score), SBI Life Insurance, 04/01/22, Present Smart Care Project, SBI Life Insurance, 05/01/20, 03/31/22 Customer Self Service Portal, SBI Life Insurance, 04/01/18, 12/31/19
Languages
- English
- Hindi
- Kannada
Softwareproficiencies
Tech Mahindra, Litmus World, MindCraft, Ultra Version & Snow-White Version, IBM, Agile, Mini Tab.
Timeline
Operations Sr. Executive –Team Leader
SBI Life Insurance Company Ltd
05.2022 - Current
Operations Executive
SBI LIFE INSURANCE CO LTD
04.2020 - 04.2022
Associate in Operation Department
SBI Life Insurance
06.2017 - 03.2020
Operations Associate
Team Lease
12.2016 - 05.2017
Associate
Vijay Panchappa & Co
03.2014 - 04.2016
PGDBA - Finance
Symbiosis Distance Learning University
Master of Commerce - Banking Group
Karnataka University
Bachelor of Commerce -
CSI College of Commerce