Sagar Pisal

• Assist sales verticals 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 improvise
  the customer experience from proposal entry to policy issuance, by creating flexible and user friendly systems.
• To monitor productivity of Operations workforce and
  improve efficiency.
• Managing Internal and external stakeholders Statutory, Sales, Claims and other verticals.
• 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.