Summary
Overview
Work History
Education
Skills
Dateofbirth
Certification
Timeline
Generic

Tanu Khanna

Senior Manager - Insurance Claims
Gurgaon

Summary

Underwriting and claims professional with over 17 years’ experience in the areas of Operations Management, Client Servicing, Claims, Underwriting, MIS/Reporting, Internal Quality and Learning & Development in Financial Service industry.

Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

23
23
years of professional experience
6
6
Certifications

Work History

Senior Manager – Insurance Claims

Sunlife
09.2023 - Current
  • Responsible for overall service delivery of 2 LOBs (Health and Dental) with a team of 223 FTEs which includes Managers, AMs, TLs, SME, Process experts, Sr Process Associates and Associates
  • Responsible for driving Quality across department and running various projects/initiatives to achieve desired quality benchmark
  • Ensuring client requests are monitored and prioritized correctly including monitoring Service levels, client satisfaction and reporting
  • Lead the development & implementation of auto insurance product strategies & plans to achieve increased penetration, profitable growth & service excellence
  • Managing responsibility of monitoring appraisals / reviews of team members, creating bell curve, and providing ratings on the basis of defined parameters
  • Create an environment that encourages and values the opinion of others, promote sharing of information and creates collaborative work culture
  • Spread headed functional activities like talent management, attrition management and customer relationship management
  • Single handedly transitioned Underwriting and claims French capability from Canada to India and established 2 teams of 15 FTE each for complex health and dental work
  • Managing capacity planning basis forecasted volumes provided by partners and ensure least variance during peak
  • Responsible of managing department billing and budgets along with driving employee engagement initiatives within stipulated budget
  • Driving training plans to enhance employees’ skills and performance
  • Currently running an upskilling/cross training project to increase capacity within Health and Dental LOBs

Senior Manager – Insurance Claims

Mercer Consulting Pvt. Ltd
11.2021 - 08.2023
  • Entrusted with the responsibility of managing “Death and Disability claims” process
  • Managing End to End transition for Death and Disability claims for ANZ business
  • Handling a team of 25 which consists of Team managers, Assistant Managers, Process Champions, Process developers and analysts administering activities related to Death and disability claims for members from Australia for various funds
  • Managing responsibility of monitoring appraisals / reviews of team members, creating bell curve, and providing ratings on the basis of defined parameters
  • Efficaciously ensuring task prioritization for all ageing and cut-off cases for the onshore counterparts, validate the monthly reports, analyze the actual financial reports against forecast and capacity planning
  • Ingeniously acting as a single point of contact between the onshore team and the offshore team for SLA management, Client reporting, escalations, and Process updates
  • Spread headed functional activities like talent management, attrition management and customer relationship management.
  • Improved team performance by providing comprehensive training and fostering a collaborative work environment.

Manager – Claims and Underwriting

Aviva Life Insurance
09.2017 - 10.2021

Team Leader – Health & Welfare

Affiliated Computer Services (ACS – A Xerox Co)
09.2009 - 05.2012

Asst. Manager – Underwriting

Max Life Insurance
10.2004 - 09.2009

Process Associate – Underwriting

Churchill India Pvt Ltd (subsidiary of RBS)
02.2003 - 10.2004

Customer Service Executive – Operations

Convergys India Services
06.2001 - 02.2003

Education

B.A. (Advertising) -

Delhi University
06.2001

Class XII -

CBSE
03.1998

Class X -

CBSE
03.1996

Skills

    Operations Management

    Interpersonal Skills

    Team Leadership

    Analytical Skills

    MS Office

    Stakeholders Relationship Management

    Performance reviewing

    Project Management

Dateofbirth

07/11/81

Certification

Front Line Leadership Program

Timeline

Senior Manager – Insurance Claims

Sunlife
09.2023 - Current

Senior Manager – Insurance Claims

Mercer Consulting Pvt. Ltd
11.2021 - 08.2023

Manager – Claims and Underwriting

Aviva Life Insurance
09.2017 - 10.2021

Team Leader – Health & Welfare

Affiliated Computer Services (ACS – A Xerox Co)
09.2009 - 05.2012

Asst. Manager – Underwriting

Max Life Insurance
10.2004 - 09.2009

Process Associate – Underwriting

Churchill India Pvt Ltd (subsidiary of RBS)
02.2003 - 10.2004

Customer Service Executive – Operations

Convergys India Services
06.2001 - 02.2003

B.A. (Advertising) -

Delhi University

Class XII -

CBSE

Class X -

CBSE

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Tanu KhannaSenior Manager - Insurance Claims