Rajesh Rai

I have been working as a Business Process Lead in UK life and pension insurance for the last 10 years, handling Defined Benefit and Defined Contribution plans (State Pension, Individual or Personal Pension, Stakeholder Pension, and Group Personal Pension plan).

Responsibility

• Authorising annuity claims level 1 and level 2 authorisation.
• Auditing annuity claim cases.
• Taking training on processes for new joinees.
• Resolving queries within the floor.
• Updating SOPs with new updates.
• Preparing SOD and EOD reports.
• Doing work allocation for the team.
• Conducting a monthly process knowledge test.
• Doing accreditation on new products.
• Handling onshore daily calls.
• Analyzed current workflows to identify gaps and recommend process improvements.
• Developed training materials for staff on new business process initiatives.
• Conducted regular audits to ensure compliance with established business processes.
• Coordinated with IT teams to implement software solutions supporting business operations.
• Prepared status reports on project progress for senior management review.
• Developed detailed business process models to document current state processes and identify opportunities for improvement.
• Facilitated cross-functional collaboration among departments to ensure successful implementation of new processes.
• Implemented quality control measures throughout the entire process cycle.
• Tested end-to-end scenarios for a variety of user roles prior to go-live date for new processes and systems.
• Maintained positive working relationship with fellow staff and management.

• Handling client emails on a day-to-day basis.
• Making a schedule report of cargo flights.
• Updating flights configuration (weight and volumes).
• Engaged with clients to gather feedback and assess service quality for enhancements.
• Assisted customers with selecting items and answering questions about products.
• Provided customer service support for inquiries, complaints, and returns.

• Developed strong client relationships to enhance customer satisfaction and loyalty.
• Managed client accounts to ensure timely responses and issue resolution.
• Conducted regular follow-ups with clients to gather feedback and address concerns promptly.
• Provided advice on the best solutions for clients' needs and offered support throughout the sales process.

• Assisted customers with inquiries and provided accurate information promptly.
• Educated customers on product features, benefits, and usage best practices.
• Processed customer orders and ensured timely fulfillment of requests.
• Maintained up-to-date knowledge of company products and services for informed support.
• Handled escalated issues with professionalism and empathy to restore customer trust.
• Provided customer service by responding to phone, email, and in-person inquiries in a timely manner.
• Maintained high satisfaction score by consistently resolving first-call issues.
• Recorded details of all inquiries, complaints, and comments.