Ram Kishan Tumarada
Sr. Manager – Operations and Services
Summary
Seasoned professional with 20+ years in customer service and operational excellence, focusing on risk control and audit processes in insurance. Expertise in team management and client engagement, contributing to substantial organizational improvements. Comprehensive knowledge of AML-KYC standards in the financial industry.
Overview
20
20
years of professional experience
1
1
Certification
3
3
Languages
Work History
Sr. Manager – Operations and Services
PNB MetLife India Insurance Co Ltd
Hyderabad, Telangana
09.2007 - Current
- Joined PNB MetLife India Insurance Co Ltd as Executive Operations on 27.09.2007 in Visakhapatnam branch.
- Promoted as Cluster Manager for Andhra Pradesh Operations & Services managing 6 branches from Jan 2017.
- Now taking care of Andhra Pradesh and Telangana branches Operations & Services spread across 14 cities.
- Handling CRM upgradation projects along side development of new Initiatives like Digitalization of servicing in collaboration with Leadership group for getting necessary approvals followed CRM Team for development and core Branch Operations team for testing and Go Live.
- Handled Customer Retention since 19th July 2024 and taken care of 15 branches across North & South of India.
- As part of Retention, we work as dedicated Relationship Team working closely on 13th and 25th month Persistency buckets and Surrender Retention.
- Under Branch Operations & Services as a Team we take care of end to end servicing to Internal and Eternal stake holders along with Revenue generation through multiple vectors.
- Also worked on set up of new branches across the zone(South) by coordination with Branch Operations and Central Team.
- Was responsible for Branch Operations, Customer Service, New Business, Persistency, Surrender Retention, Policy loan conversion, Vendor Management, IT & Administration.
- Monitoring team performance and reviewing the same on regular intervals.
- Ensuring adherence to customer AML-KYC guidelines at all stages of the insurance contract right from signing of agreement till settlement or claim.
- Handling Customer grievances and escalations and ensuring amicable resolution within stipulated timelines.
- Responsible for internal, external, compliance and statutory audits ensuring branches readiness on the same.
- Act as legal representative for PNB MetLife with full authority to present the facts towards complaints lodged by the policy holders in court of Law.
- Attempt to exceed branch renewal targets (retention) with relation to tagging new product to existing customers.
- Analyzing weekly MIS of various data points/reports at all levels of transactions to have check on process adherence.
- Conducting monthly Bandhan sessions to upgrade and reiterate on process updates to sales team.
- Regular visits to branches for conducting audit of statutory records and process level checks.
- Designing Persistency contests and drives for Region, Zone as well as for entire Branch Operations as and when required.
- Providing daily PNB Opening MIS and tracking Issuance of PNB South zone as SPOC.
Jr. Executive Underwriting
MetLife India Insurance Co Ltd
01.2006 - 09.2007
- Underwriting of all types of motor and non-motor applications.
- Providing quotations to sales team for all types of general insurance products like motor, marine, property, health etc.
- Looking after policy issuance and policy bond dispatch to customers.
- Taking care of Agents queries and policy related issues.
Education
Masters in Business Administration - Finance
01.2005
Bachelors of Commerce - undefined
01.2003
Skills
Microsoft Office expertise
Document management
Excel expertise
Presentation tools
Web app development
Personal Information
Date of Birth: 1982-07-08
Certification
AML and KYC certified professional
Timeline
Sr. Manager – Operations and Services - PNB MetLife India Insurance Co Ltd
09.2007 - Current
Jr. Executive Underwriting - MetLife India Insurance Co Ltd
01.2006 - 09.2007
Pydah College Andhra University - Masters in Business Administration, Finance
Vasavi Vignana Mandali Degree College, A.U - Bachelors of Commerce,