SARAVANAN JAYAPALAN

Key responsibilities and achievements:

• Handled a team of 80 associates, plus 4 leads, based at two different locations.
• Certified as a Contextual Master for providing value to clients.
• Mentor in completing the Lean Six Sigma Green projects.
• Managing financial and non-financial operations.
• Results-oriented management professional with experience in high-volume environments.
• Taking full responsibility for the day-to-day running of all operational areas.
• Internal FPY maintenance involves reviewing the individual quality of the team members.
• Ensuring day-to-day operations are completed in a timely manner to eliminate customer impact.
• Doing volume projection, re-baselining, and upskilling manpower resources.
• Identifying the areas of business expansion and working on transitions.
• Preparation of data flow charts, P1 projects.
• Worked on Robotic Process Automation (RPA) preparation on FDS, providing inputs to the BA and IT teams to develop robotic processing design, and conducting testing on the development.
• Successfully implemented two RPA projects.
• Successfully implemented an automation proposal, which resulted in the benefit of 2.5 FTEs.
• Constantly monitoring the internal and external quality of the team.
• To work on achieving the quarterly incentive by meeting the quality targets set by clients.
• To effectively plan the shift rationalization and create a BCP plan to avoid discontinuity of operations.
• Conducting root cause analysis and providing an action plan for the uncontained errors reported.
• Part of the Customer Satisfaction Survey (CSS) discussion with different stakeholders to onshore.
• To prepare decks for the Weekly Business Review (WBR) and the Monthly Business Review (MBR) to discuss with clients.
• Transitioned more than 15 processes and 3 control reports.
• Validation of control reports in order to mitigate the risk and avoid any fraudulent activity.

Roles and Responsibilities:

• A dynamic, highly motivated, accomplished analyst with solid knowledge and experience in the field of AML and money-out processes.
• Responsible for suspicious activity monitoring and performance due diligence for high-risk customers.
• Involved in the successful implementation of the pilot to BAU process transitions.
• Conducting a periodic review of KYC documents that are submitted by customers for completeness.
• A structured training plan was enabled for a smooth BAU sign-off during the transition.
• Working to provide a great client experience and customer satisfaction.
• Involved in SOP creation, meeting with business leaders.
• Review of monetary instruments such as checks and money orders used by customers to purchase insurance products.
• Training new joiners on AML case investigation, liaising with the Compliance team and SIU (Special Investigation Unit) on closing recommended SAR cases.
• To prepare an SOP/job aid with detailed methods and techniques to find fraudulent attempts by doing a GIACT review.

• Reviewed and processed claims for accuracy and completeness.
• Analyzed documentation to determine claim eligibility and coverage.
• Coordinated with healthcare providers to obtain necessary information.
• Maintained detailed records of claims transactions in proprietary systems.

• Managed online transaction processing for life and medical insurance claims.
  Processed claims efficiently, ensuring timely resolution and accuracy.
  Maintained provider database to guarantee up-to-date information availability.
  Streamlined workflow procedures to enhance processing speed and reliability.
• Accountable for the daily and monthly production and quality targets of the team.
• Member and provider verification.
• Eligibility verification according to policy/guideline.
• Enrollments of new members