Rahul Kaushik

HDFC Life Insurance | Manager – Digital Alliances

📅 Dec 2019 – Present | 📍 Delhi

Managed ₹600 Cr+ annual premium business through aggregator partnerships (Policy Bazaar), driving growth, conversion improvement, and partner engagement.
Led end-to-end digital issuance operations, consistently achieving 65% M0 and 72% M2 Term Issuance targets with strong focus on SLA adherence and quality.
Spearheaded API integration initiatives with partner platforms, improving issuance accuracy by 20% and reducing manual interventions.
Identified process bottlenecks and implemented improvements, resulting in 25% reduction in TAT and enhanced operational efficiency.
Conducted end-to-end customer journey audits on partner platforms, recommending UX and funnel improvements to increase conversion rates.
Collaborated with underwriting, tech, and sales teams to streamline workflows and enhance customer experience across digital channels.
Managed high-volume customer escalations including IRDA cases, maintaining 95% resolution within 24 hours and high CSAT.
Delivered partner training programs to improve first-pass issuance and reduce error rates.
Performed competitor benchmarking and product analysis, contributing to strategic decision-making and product positioning.
Leveraged MIS and analytics to generate insights for leadership and optimize business performance.

Managed end-to-end policy lifecycle including onboarding, issuance, and servicing across insurance products.
Handled complex customer transactions including surrender, freelook, and servicing requests, ensuring high customer satisfaction.
Coordinated with insurers and internal teams for seamless processing and faster turnaround times.

Managed pre- and post-issuance operations for life insurance products across offline channels, ensuring seamless customer onboarding and document validation.

Managed policy issuance and servicing operations across branch and digital channels.
Generated ₹1 Cr+ incremental revenue annually through loan-on-policy and retention strategies.
Improved persistency through proactive follow-ups (2–13 months), enhancing renewal rates.
Handled customer servicing including fund switches, withdrawals, and maturity payouts.
Supported onboarding and operations for broker channels, ensuring compliance and accuracy.

Generated INR 1 Cr incremental revenue annually by sourcing loans against policies and improving surrender retention through proactive engagement.

Conducted regular persistency follow-ups (2–12 Month & 13th Month) to drive renewals and partner engagement.

Provided support for Broca channel onboarding, business submission, and issuance reconciliation.