S Mahalakshmi
Chennai
Summary
With a proven track record at Royal Sundaram General Insurance Co Ltd, I excel in operations management and team leadership, significantly enhancing process efficiency and client satisfaction. Recognized for operational excellence, I adeptly balance resource optimization with effective performance management, ensuring top-tier service delivery and strategic growth.
Overview
32
32
years of professional experience
Work History
Regional Head - Commercial Operations
Royal Sundaram General Insurance Co Ltd
Chennai
09.2013 - Current
- Coordination & control of operations pertaining to all the regions
- Coordination on PAN India basis for specific audit requirements
- Ensuring compliance in respect of financial and technical service requirements
- Preparation of process manuals
- Ensuring that the processes/underwriting guidelines are adhered to correctly by the team
- Monitoring pendency and clearing discrepancies and co-ordination with the Underwriting, IT, Finance & Sales teams to ensure that all operational activities are performed smoothly
- Providing requirements and testing of applications for automation of policy issuance
- Had been involved in providing requirements and testing of property, marine & inward applications
- Motivation & training of my team members in maintaining the TAT & accuracy in issuance of policies
- Setting up or change of process as required to help in the smooth flow of process across all regions and providing MIS to the management.
- Collaborated with marketing, underwriting & finance teams to deliver policies on time.
- Served as a representative in meeting the vendors & tie ups.
- Developed and implemented strategies to reduce costs, improve efficiency, and increase customer satisfaction in the region.
- Monitored regional trends, identified areas of improvement, and developed plans for growth.
- Coordinated with corporate headquarters on initiatives such as testing for product setup.
- Performed regular reviews of operational performance metrics against established benchmarks.
- Resolved customer complaints quickly and efficiently while maintaining positive relationships.
- Collaborated with team members in developing best practices to support company objectives.
- Managed crisis situations, ensuring minimal disruption to operations and maintaining the turn around time.
- Implemented operational efficiencies, improving service delivery and customer satisfaction.
- Facilitated communication between regional offices and corporate headquarters.
- Monitored compliance with all legal and regulatory requirements within the region.
- Established performance metrics and accountability standards for regional staff.
- Directed operations across multiple locations, ensuring alignment with corporate goals and standards.
- Reviewed completed work to verify consistency, quality, and conformance.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Recruited and trained new employees to meet job requirements.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Evaluated individual and team performance and identified opportunities for improvement.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Implemented quality control measures to uphold company standards.
State Operations in charge- TN (including other branches in the South)
Future Generali India Insurance Company Ltd
03.2008 - 09.2013
- Coordination & control of operations pertaining to entire region which includes all the branches in Tamil Nadu
- Conducting of operations process audits at various branches in TN & across regions
- Handling of retail non motor & motor underwriting & corporate non motor renewal quotes
- Maintenance & control of Covernote
- Conduct of covernote audit at all branches and preparation of audit reports to be sent to HO
- Processing of corporate non motor business & coordination with regard to coinsurance from PSUs
- Ensuring compliance in respect of technical service requirements/reconciliation of client accounts
- Preparation of process manuals & involved in testing during automation of products
- Ensuring that the processes/underwriting guidelines are adhered to correctly by the team
- Monitoring pendency and clearing discrepancies and co-ordination with regard to operational issues
- Preparation of daily MIS to be sent to the Zonal / Regional heads
- Motivation & training of my team members in maintaining the TAT & accuracy in issuance of policies
- Achievements: 4 of our branches have been constantly in the top 4 positions in the reward & recognition programme for operational excellence and has been responsible for having a smooth process in all the branches in TN and 100% recovery rate with regard to used covernote books
Officer - Technical Services Retail
Royal Sundaram Alliance Insurance Company Ltd
03.2004 - 02.2008
Executive - Secretarial Department
APOLLO SINDHOORI CAPITAL INVESTMENTS LTD
01.2000 - 02.2002
- Company Overview: (GROUP CONCERN OF APOLLO HOSPITALS)
- (GROUP CONCERN OF APOLLO HOSPITALS)
Officer - Secretarial Department & MIS
APPLE CREDIT CORPORATION LIMITED
01.1993 - 12.2000
- Handling of transfer, transmission of shares
- Co-ordinating in the conduct of Board Meetings, documentation for Board Meetings, AGMs, EGMs
- Handling Investor complaints and queries
- Maintenance and updation of various Statutory Registers of the Company
- Filing of Annual Returns, Statutory notices and other forms
- Documentation and various issues related to private placement of Debentures – their allotment, payment of interest, redemption
- Co-ordinating with the various branches of the Company and the Transfer agents for compliance of various statutory requirements
- Actively involved in the preparation of ISO Manual
- Documentation and various requirements related to rights issue
- Monitoring the various activities of the department to ensure that they are in tune with ISO standards
Education
MBA - Finance and Marketing
Bharathidasan University
Trichy01.1998
PG Diploma - Information and Systems Management
APTECH
Chennai01.1994
BSc. - Physics with Mathematics and Chemistry
Quaid-E-Millat Govt College
01.1992
Licentiate Examination -
Insurance Institute of India
Skills
- Operations Management
- Resource Optimization
- Client Servicing
- Process Enhancement
- Process audit & training
- Performance Management
- Testing of applications
- Preparation of Process Manuals
Languages
- English
- Tamil
- Hindi
- Kannada
Accomplishments
Achieved appreciation and rewards for maintaining high level of error free, efficient and effective performance of various branches.
Was awarded for operational excellence and has been responsible for having a smooth process across the region.
Languages
Tamil
First Language
English
Proficient (C2)
C2
Hindi
Upper Intermediate (B2)
B2
Kannada
Intermediate (B1)
B1
References
References available upon request.
Timeline
Regional Head - Commercial Operations
Royal Sundaram General Insurance Co Ltd
09.2013 - Current
State Operations in charge- TN (including other branches in the South)
Future Generali India Insurance Company Ltd
03.2008 - 09.2013
Officer - Technical Services Retail
Royal Sundaram Alliance Insurance Company Ltd
03.2004 - 02.2008
Executive - Secretarial Department
APOLLO SINDHOORI CAPITAL INVESTMENTS LTD
01.2000 - 02.2002
Officer - Secretarial Department & MIS
APPLE CREDIT CORPORATION LIMITED
01.1993 - 12.2000
MBA - Finance and Marketing
Bharathidasan University
PG Diploma - Information and Systems Management
APTECH
BSc. - Physics with Mathematics and Chemistry
Quaid-E-Millat Govt College
Licentiate Examination -
Insurance Institute of India