Sam James

Allianz to Arch Transition – Cutover & TestingPlayed a key role as a Cutover Team Member during the Allianz to Arch transition.

• Participated in VD4, VD5, and End-to-End (E2E) testing cycles, ensuring system readiness.
• Executed test cases, identified defects, and raised and tracked issues for resolution.
• Coordinated E2E testing activities for MMS, MME, and ENT portfolios, ensuring smooth execution across teams.
• Contributed to SOP review, updates, and revision coordination across MMS, MME, and ENT.
• Actively involved in Billing Scenario testing and validation.
• Participated in multiple release testing cycles (R1, R2, R3) to ensure system stability.
• Delivered post-cutover training for the MMS team (New Business processes).
• Designed and conducted Pre- and Post-Assessment sessions to evaluate training effectiveness.

As Super User & Subject Matter Expert (SME)Act as a Super User and SME, providing guidance on process and system-related queries.

• Conduct training sessions for new joiners, ensuring smooth onboarding and process understanding.
• Serve as the primary point of contact for process and IT-related queries, including participation in IT coordination calls.
• Perform periodic review and updates of SOPs to maintain process accuracy and compliance.
• Maintain and track updates through a centralized tracker for process changes and enhancements.
• Facilitate Super User sessions to drive knowledge sharing across teams.
• Conduct internal and themed audits on team-processed cases to ensure quality and adherence to standards.

As Account Technician – Middle Market Policy AdministrationSupport Onshore Underwriters with end-to-end Policy Administration activities.

• Work as an Account Technician in the Middle Market Policy Administration Team.
• Handle rating of new business, renewals, endorsements, and direct agent requests as per UW instructions within defined TAT.
• Manage submission, pricing, and booking

Package Policies (Property, General Liability, Crime, Inland Marine, Auto, Umbrella)

• Ensure accurate execution of policy lifecycle transactions including booking and documentation.
• Collaborate with the Finance team to resolve premium discrepancy queries efficiently.

• Take part in recruitment of new Customer Support Representatives
• Training new joiners
• Preparing and updating process documents
• Monitored daily team performance tracker to identify areas for improvement
• Facilitated regular team meetings
• On-the-job Training for new joiners
• Coordinated with QA to ensure adherence to quality standards and resolve issues
• Giving quality feedback and helping the Team to improve the quality
• Conducted one-on-one meetings with team members to discuss performance and goals
• Regular meetings with Technical Team
• Handled technical escalations promptly
• Maintained a tracker to monitor system downtime for performance analysis

• Recording all financial transactions.
• Tracked profit and loss accounts for ongoing projects to support financial decision-making.
• Calculating and distributing salaries for the employees.
• Calculated and distributed employee salaries to maintain timely payroll processing.
• Organized project-related documents for easy access.
• Monitored issued post-dated cheques for accurate record-keeping.

• This process is based on notices generated by the U. S. Tax agencies (Unemployment Insurance Tax, Withholding Tax)
• Researching and resolving the notices for clearing the discrepancies on clients' (clients are the companies in U.S.) account.
• Called US state agencies to resolve issues.
• Collaborated on project to reduce penalties and interest incurred by ADP on behalf of client.
• Contributed to team efforts in resolving cases that exceeded turnaround time.
• Developed workflow to assist new associates in understanding process.
• Preparing the sales and use tax returns of the client with the data provided by the clients (clients are businesses based in U.S.).
• Filing and paying the returns on behalf of the clients.
• Researching and resolving any errors made in the prior filings and amending them.