Swaroop Chilli

• Responsible for managing the transactional billing model for the canter, including the optimal implementation of the global standards for output pricing model.
• Excellent stakeholder management skills, including the capacity to coordinate efforts across three locations and the ability to engage and influence teams to achieve high performance.
• Strong product expertise to deploy the change control / forecast mechanism, coach managers / assistant managers on the process guidelines to make sure the standards are consistently implemented.
• Host monthly sharing forums and podcast sessions for multiple stakeholders, including operations, solutions, and the opex teams to deliver updates on new guidelines, refresher training, and share operation metrics performance.
• Support the onboarding of new clients in the center through a structured onboarding methodology which maximizes onboarding success rate.
• Highly organized and detail-oriented, ensured timely completion of several projects while maintaining high quality standards. Identify and address any potential risks or challenges that may impact the delivery of projects.
• Manage client health status, metrics and coordinate with service delivery management to ensure potential issues are identified, reviewed and countermeasures are set in place.
• Review key accounts to identify improvement areas and provide recommendations on inefficiency, quality metrics, procedure development, new task onboarding, etc.

Team Leader and Assistant Manager, Operations

• Managed policy life cycle areas like Submission, Quote and Endorsements, and familiar with Bind, Policy Issuance, Renewals.
• Worked as primary contact for the clients and established high levels of credibility for the team by providing pro-active and timely solutions.
• Manage day-to-day performance of the staff members on the team. Ensure a healthy balance of staff development and client satisfaction. Conduct regular performance reviews with the staff.
• Lead the team members in achieving process KPIs and productivity targets, conducted time analysis to improve team’s productivity by 10-20%.
• Maintained low attrition rate of 6-8% annually, through employee engagement, development plans, regular 1-2-1 connects, coach and mentor.
• Maintained high accuracy levels for the teams by control measures, conducting timely and accurate error analysis and countermeasures.

• Facultative Reinsurance premium handling and invoicing for APAC division (Singapore and Hong Kong).
• Reviewing slips, premium worksheet, calculating premiums when required and setting up accounts for invoice generation.
• Submission of invoices to different markets such as LIRMA, Lloyds of London and to multiple reinsurers spread across globally.
• Process deposit premiums, endorsements with and without premium changes, Brokerage sharing accounts, London Market submission etc.
• Coordinate with Onshore technicians to prioritize account processing for meeting turnaround.

• Lead a team of four who handle motor claims for a leading Insurer in Ireland. Review claims from portfolio and validate, monitor to ensure no leakage.
• Claim processing through investigations, gathering information, validated documents from claim submissions during entire claim life cycle.
• Collaborate together to improve the claim progression with the onshore technical team, underwriting, BDMs, and brokers.
• Reviewing reports from claims adjusters and motor engineers to look for misrepresentation and, if necessary, refer claims to the appropriate departments.

• Handling customer support and sales calls for a leading UK insurance company for home and auto insurance, as well as upselling breakdown coverage.
• A multitasker and quick learner. quickly mastered the underwriting guidelines and maintained high standards of accuracy while offering clients appropriate options.
• Maintain high levels of client satisfaction by actively listening to them and taking ownership of issues. When necessary, contact support teams like accounting or claims to keep clients informed of the status of their issues. This resulted in maintaining a high external and internal CSAT score consistently.