Rajani Dubey
Customer Service Expert And Insurance Operations
Mumbai
Summary
19 years of experience in Insurance Industry operations managing branch level operations, Policy Issuance, Claims Processing, Annuity Servicing, Process compliance and customer service. Skilled in requirement gathering, process analysis, stake holder management and implementation of business solutions that enhance operational efficiency and compliance.
Overview
23
23
years of professional experience
6
6
Certifications
Work History
Business Analyst/ Project management Team
ICICI Prudential Life Insurance Co Ltd
05.2020 - Current
- Identifying process gaps and redesigning the processes as per the new regulatory framework.
- Gathering business requirements from various stakeholders like branch ops and sales teams and draft new processes for reducing turn around time and improving efficiency.
- Worked closely with Data and MIS teams for developing dashboards for monitoring various KPIs of teams.
- Supported Process Management Team in doing process reviews, RCA, Identifying process gaps and plugging the issues.
- Drafting Process Requirements using BRD and FRD.
- Two projects completed for improving New Promotor Scores and Faster claim settlement.
Senior Manager
ICICI Prudential Life Insurance Co Ltd
05.2006 - 01.2020
- Persistency SPOC for Mumbai- We have seen delta of at least 10% in 13th and 25th Month last FY for Mumbai S2S Channel. Persistency bucket managed for approximately 300 cr.
- SPOC for Service Processing center for Country- To drive compliance in new process changes across all branches, through mailers or trainings during weekly process refreshers.
- Driving renewal collections for the data allocated to branches. Target was 70% collection on unpaid cases. More than 80% collected in last five years.
- S2S Business- Driven upsell business at branches along with upsell on Maturity and Foreclosure data. Managed Lead ratio of more than 40% and closures more than 45%.
- Increase in AUM through Top Ups- Met Top Up targets for last three years after new KPI launch.
- Branch Process compliance and Hygiene through regular training and sample checks.
- I have been SPOC for Issuance of Mumbai Agency channel, which requires coordination with sales teams and CUW and COPS team for issuance.
- Other KPIs being Loan Against Policy, Mobile App download, Process compliance were also met.
Branch Operations
Bajaj Alliance
01.2005 - 01.2006
- Fostered a culture of continuous improvement by encouraging employee suggestions/input on how to enhance branch operations and customer experience.
- Conducted regular audits of branch operations to maintain regulatory compliance and identify areas for improvement.
- Oversaw daily branch operations, including staffing schedules, budget management, and workflow optimization.
- Supported branch operations by adhering to compliance procedures and participating in audits.
- Collaborated with team members to streamline processes and improve overall branch operations efficiency.
- Delivered quality service with remarkable efficiency by skillfully overseeing daily branch operations.
- Ensured seamless integration of new technology systems into daily branch operations for enhanced efficiency.
- Identified areas for improvement within the branch operations by evaluating current systems and implementing necessary changes when needed.
- Managed branch operations, ensuring smooth daily functioning and optimal productivity.
Sales
IPCA Laboratories
01.2003 - 07.2004
Education
MBA - Finance
Kashi Vidyapeeth
VaranasiBSc - undefined
Kanpur University
SSSCE - undefined
Banasthali Vidyapeeth
RajasthanSkills
Life Insurance policy life cycle
Requirement Elicitation
Gap Analysis
Stakeholder Management
Lean Projects
Lead Management System
Insurance Domain Knowledge
Training
Wire Framing
BRD
FRD
Data Analysis
Use Cases
User Stories
Work Shops
Certification
CBAP Trained - Business Analysis Certified Professional, 08/01/24
Tools Used
- MS Excel
- PowerPoint
- Microsoft Visio
- Lucid Charts
- Jira
- SQL (Basics)
- Wireframing tools
Timeline
Business Analyst/ Project management Team
ICICI Prudential Life Insurance Co Ltd
05.2020 - Current
Senior Manager
ICICI Prudential Life Insurance Co Ltd
05.2006 - 01.2020
Branch Operations
Bajaj Alliance
01.2005 - 01.2006
Sales
IPCA Laboratories
01.2003 - 07.2004
BSc - undefined
Kanpur University
SSSCE - undefined
Banasthali Vidyapeeth
MBA - Finance
Kashi Vidyapeeth