Vivek Pandey

1) Setting Up new Tie-Ups & Servicing:-

• Facilitator with respect to business requirements for all Manufacturing Tie-ups, online partners & Web Aggregators.
• Co-ordination with clients and internal department to complete the onboarding activities and make it live.
• Setting up processes & implementation of the national tie ups businesses.
• UAT of the vendor system & imparting trainingto internal teams to kick start the tie-up business.
• Managing Policy Issuance & coordination with business team and Client directly for any discrepancy resolution
• Periodic meetings with clients for feedback and improvement in servicing parameters.
• Periodic Sharing of MIS with Client related to Business & Servicing.
• Complete monitoring and fixing the gaps identified during the entire servicing cycle across all departments.
• Vendor Management.

2) Process Excellence & Improvement:-

• New Process Preparation & improvement in current processes.
• Implementation & Monitoring of the newProcesses.
• Analyzing the new system requirement & coordinating with Business Development team for system development.
• UAT of the system developments & process updations.
• One Point Contact for Operations team for managing IDEA Labs portal of Magma.
• Ensuring process documentation-Uploading of operational SOP in M-NET portal of Magma & its complete monitoring.

3) Risk, Audits, Operational Compliance:-

• Compliance adherence & quarterly certification of Compliance Checklist with respect to operations function.
• Maintenance of risk registers for central operations and report any operational loss.
• Audit Coordinator for Operations team for all types of audits conducted in the organization.
• E-Insurance- Insurance Repository processing, agreement signing, tracking & System development.
• Managing the activities of Renewal generation & dispatch, Policy printing & dispatch & NCB Confirmation cell.
• Operational Master management and necessary configurations.
• Tie up with Payment’s bank and itsservicing.
• Managing PAN verification activity with NSDL for Magma.
• Renewal data management through CIBIL for increasing the contractibility percentage.
• Acting as a Coordinator between branch operations & Central Operations for process & system development.
• Maintenance & updations of all Operational masters such as QC Trigger & Field applicability, Inward tracking, etc.
• Outsourcing Vendor Management & onboarding.
• KYC Integrations &Implementation.
• Integration with MCA for corporate KYC documents extraction & verification.
• Periodic MIS & reports for IRDAI submissions.

• Handling all types of customer complaints received relating to general insurance through different designated customer touch points as per IRDA guidelines.
• Providing resolution to customers within the defined Turnaround time (TAT).
• Investigating and actioning of IRDA & escalated complaints on priority.
• Liaising with other departments to understand their processes and providing feedback as to how to improve the same with respect to reducing the complaints.
• Conducting the root cause analysis of the complaints post receiving and provide resolution accordingly. Also, feedback is given to the respective departments to fix the process that the same type of complaints does not come again.
• MIS & Reports preparations & submission to the IRDA & respective authority as per theguidelines.
• Identification, Designation, and training of branch grievance officers. Updations of Branch grievance officers list on the website periodically.

• Key KPI is the retail & commercial policy issuance and managing end to end policy life cycle at the shortest possible TAT and in a cost-effective manner.
• Automation and system designing to ensure better efficiency in policy processing and customer servicing.
• Managing a team of 11 employees spread across 12 branches and 3 states.
• Responsible for UATs and giving requirements for system enhancement.
• Regular Branch Audits and Visits to ensure regional branch Operations are adhering to requisite Business MIS and Processes followed in sanctity.
• Ensuring Process acquaintance among team by dissemination of guidelines/changes.
• Overseeing the activity of verifying Cover Note distribution, maintenance, and reconciliation at branches.
• Ensuring Recruitment and Training (Induction as well as On the Job) of team members.
• Introduced Branch Score Sheet & Operational audit in my region.
• Preparing of MIS and sharing with all team members which helps us to analyze and improve our key deliverables.
• Ensure Compliance is maintained across the branches.
• Various projects initiated such as increase in Portal Utilization, reduction in usage of Manual Cover note, etc.
• Participation in periodic agents meets and provides valuable feedback & suggestions.
• III Examination training across all branch operations and tracking of their progress.

• Hands on experience on the overall review of daily operations
• Involved in Banking Operations, Underwriting, Admin Management
• Coordinating with PSU for Co-Insurance Recovery for Karnataka
• Participated in collating various MIS for Top management, fraud and internal cost control.
• Involved in conversion tracking, training, conforming to quality assurance, monitoring TAT and quality daily.
• Ensured compliance with procedures laid out by ISO, liaised with various functions and departments to ensure delivery, and actively ensuring processes are performed in a cost-effective manner.
• Training of New recruits & team for new process and projects
• Internal auditing of Branches
• Visiting Channel Partners & PSU for business deals
• Responsible for vendor selection and evaluation conduct vendor training
• Responsible for vendor files audit and feedback sessions. Responsible for vendor billing process.
• To analyze reports of incompletes, endorsement and take suitable decisions as applicable. Responsible for maintaining monthly data (Booking Figure, Inwarded figure, Cheque Bounce report, Spill over etc.). To conduct internal audit for compliance in processes.
• Monitoring daily broadcasting of the various MIS reports and data analysis to the management.
• Responsible for driving process improvement-based business transformation.