Tushar Singhal
Senior Process Associate
Delhi
Summary
Dedicated and detail-oriented operations professional with 3+ years of experience in Short Term Disability claims processing and quality control. Known for a strong focus on accuracy, efficiency, and continuous improvement. Proven track record in handling high-premium client accounts, providing team training, and driving process enhancements & Quality Assurance. Thrives in collaborative environments where growth, accuracy, and innovation are valued and always open to new opportunities to bring value and continue to learn.
Overview
3
3
years of professional experience
Work History
Senior Process Associate
Sun Life Financial
12.2021 - Current
- Progressed from Junior Process Associate to Senior Process Associate at Sun Life Global Solutions, demonstrating career growth and increasing responsibilities.
- Expertise in managing and processing Short Term Disability claims, including high-priority and escalated cases.
- Conducted audits, quality checks, and root cause analyses to improve workflows, policies, and overall process efficiency.
- Led quality control efforts, cross audits, and implemented Pareto analysis to enhance Quality Assurance.
- Trained and mentored team members, conducted refresher sessions, and provided performance improvement guidance.
- Handled complex disputes and escalations while maintaining high customer satisfaction.
- Managed ICU (high-premium) policies with precision, ensuring compliance with internal standards and industry regulations.
- Collaborated with clients and top management in the USA for quality improvement initiatives.
- Analyzed performance metrics, error trends, and provided practical solutions to minimize errors.
- Led process improvement projects and contributed to team communications and huddles.
- Prepared comprehensive documentation, reports, and presentations for senior management.
- Demonstrated ability to go above and beyond standard procedures to ensure client satisfaction and timely support.
Education
Masters of Commerce - Accounting
Indira Gandhi National Open University
05.2001 -
Bachelor of Commerce - Accounting
Jagannath International Management School
05.2001 -
Skills
Verbal and written communication
Teamwork and collaboration
Reporting and documentation
Process improvement
Process documentation
SLA accomplishment
Multitasking
Team building
Dispute resolution
Quality assurance
Accomplishments
- Recognized as the top-performing team member over the past two years, consistently excelling in productivity, utilization, accuracy, and quality.
- Multiple-time recipient of the Achievers and Performance Excellence Awards.
- Honored with an award for submitting impactful Continuous Improvement (CI) ideas.
- Actively contributed to Client for Life (CFL) initiatives, successfully completing three related stories.
- Recently awarded an Internal Innovation Award for successfully closing a Change Benefit Agreement (CBA) valued at CAD 9.9K.
Timeline
Senior Process Associate
Sun Life Financial
12.2021 - Current
Masters of Commerce - Accounting
Indira Gandhi National Open University
05.2001 -
Bachelor of Commerce - Accounting
Jagannath International Management School
05.2001 -
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