Sagar Pisal

• Assist the business with coordination of data changes and account maintenance request across various systems, platforms and sub products.
• Ensure policies and procedures are current and consistent with various client and Insurance Companies requirements.
• Responsible to constantly strategize and operationalize improvement in customer experience - from proposal entry to policy issuance, by constantly creating flexible and enabling system.
• To monitor productivity of Operations workforce and improve efficiency.
• To move towards paperless operations / digitalization once the technology transformation journey is achieved - technology driven operations.
• Stakeholder Management - Managing Internal and external stakeholders viz. Statutory, Sales, Claims and other primary stakeholders.
• Innovation and Change - To innovate methods of making the journey of purchase and servicing simple and efficient for various modes of distribution. Strategize and Plan and organization restructuring in alignment to market benchmarking and business needs.
• Improve CSAT and NPS scores across all verticals and ensure maximum customer retention.

• Collaboration with internal teams- product, business finance, customer service, etc to monitor and manage the daily transactions.
• Track Sales funnels, revenues and plug the holes if any
• Write SOPs for each customer touchpoint and monitor Way2Wealth’s and Insurer’s performance against the same.
• Build, run and refine a grievance and complaint handling process in line with the regulatory and Insurer’s expectations.
• Demonstrate a deep understanding of the insurance business and ensure that all the business verticals are serviced appropriately.
• Co-ordinating with the Finance team of the insurer and ensuring that the commissions are timely received against the policies done.
• Establish a structured channel of pre and post sales communication for the existing POSp’s, Wealth Managers and Channel Partners and ensure thorough service and operational delivery within TAT.
• POS onboarding, certification, and process POS optimization.
• Meeting the TAT for post sales queries and operational functions.
• Monthly review with the Insurers to understand the gap in the existing process and drive it to maximum efficiency.

• Implement best practices in the areas of quoting and underwriting.
• Serve as an escalation point for partner agencies for operational issues.
• Provide market feedback for senior executives as appropriate.
• Oversee scheduling, time off etc. taking into account business needs.
• Serve as a technical or business resource for the sales and marketing team.
• Manage, coach and mentor the existing customer support & operations team with Health, Motor, Term & Travel Products.

• Handling B2B and B2C contact centre (30 Member Team) across all the General and Life Insurance Products.
• Handling and Managing - Post Sales Customer Service Queries, Operations, Policy Issuance, Claims across verticals.
• Handling Social Media Handle of Coverfox - Includes - Facebook, Twitter, Google Reviews, Mouthshut.com . To revert to the customer's queries/escalations raised on the above social platforms and keep and end to end follow up with them and resolve within TAT of 48 hours.
• To Manage Customer Redressal Issues across - Coverfox's Internal Complaints Tracker, IRDAI Complaints, Consumer Forum Complaints, legal notices etc.
• To co-ordinate with various stakeholders across all the products with regards to escalation management and ensure that areas of improvement and gaps are filled so that the customer experience is seamless.
• Fortnightly and monthly MIS compilation of the overall contact centre data and presenting it to the Management for better improvisation of the current setup. Active Monitoring of Operations dashboards daily.
• Operations SLA, Driving Process Automation, Quality Audit and feedback maintenance, Endorsements, Refund Cancellation, Policy Issuance.( Motor, Term, Health & Travel products)

Projects

• Health Policies Issuance - To increase the % Policy Issuance from 70% to 85% from the period of (July 2018 till Date)
• Operations SLA - To increase the efficiency and reduce the TAT coupled with attaining SLA of 85% FTM.
• To streamline the complaints mechanism across the organization and ensure good customer experience.
• IRDAI Based Complaints and Post sales Audit Preparation.

• Supporting Customers with mechanical/technical/product automotive knowledge.
• Develop strong relationships with key partners to actively manage SLA performance & downtime.
• Build strong relationships with key internal stakeholders, specifically Customer Support, Customer Centres and Logistics/Operations.
• Work cross functionally with teams such as Learning & Development to develop processes that will improve customer experience and reduce post sale issues.
  Working alongside our warranty partners to provide seamless service to our customers.