YUVRAJ BALI

• Negotiated contracts with suppliers to reduce operational costs.
• Created policies and procedures to ensure compliance with legal requirements.
• Handles PAN India Corporate relationships, Claim processing, Product designing, Business tracking against claims reported.(Partners: Marsh,Prudent,Aon Global, Indusind, Mongo DB,parmerica,British High commission, Australia High commission and many more).
• Handles PAN India Reimbursement under verticals i.e. Bancassurance (Major Bank partners i.e. PNB bank, Uco bank, UBI, Induslnd, Many more , VIP Agent Desk, Agency channel, Partners(i.e. POLICY BAZAAR, AIRTEL,HOSPIDO,A2V,POLICY X,INSURANCE DEKHO,CAPRI,MAHINDRA, L&T, PRUDENT AND MORE 100+ PARTNERS) AND GRAMIN VERTICAL. Along with Cashless processing.
• Closely work with product team, marketing team, sales team, networking team ,Doctor team , Provider Team, Legal , Data Entry, IT Teams in order to design/upgrade/maintain smooth claim processing for PAN India claims.
• Frequently Travel PAN India and Local to meet partners and branch offices for providing Governance Meets, Target/Business discussions, other concerns discussions, R&R events ,and many more.
• Collaborated with other departments to coordinate initiatives related to corporate goals.
• Sales and Customer’s Grievance Management for overall concerns raised by partners, Management escalations, Social Media Escalations, Internal team concerns.
• Monitoring overall pendency’s basis vertical , Partner, Aging, escalations on daily basis for smooth processing of claims with in defined TAT’s.
• Claims Audit- To identify hospitals involve under wrong/fraud claim practise and getting them DE panelled or issuing warnings to them timely.
• MIS management partner wise, business wise, loss ratio wise and sharing feedback with respective team members.
• Design processes for new and existing partners, products, and corporates as per business requirement.
• Technology- We have successfully launch whatsaap and chatbot plat form for Claim intimation and other claim servicing functions, Installed BRE system for fix set of claims for smooth claim experience to end customer.
• Implemented best practices in risk management to protect company assets.
• Prepared presentations for senior management regarding strategic plans.
• Organized, delegated and monitored tasks to ensure that all deadlines were met.
• Provided guidance on technical issues related to corporate management systems.
• Managed a team of 8 corporate professionals to ensure successful completion of projects.
• Analyzed customer feedback data to identify areas of improvement in products and services.
• Enforced customer service standards and resolved customer problems to uphold quality service.
• Established and monitored KPIs to evaluate performance and identify areas for improvement.
• Recruited and hired qualified candidates to fill open positions.
• Negotiated contracts and agreements with vendors and suppliers to reduce costs.
• Oversaw marketing initiatives, increasing brand awareness and sales.
• . Implemented Cashless Anywhere PAN INDIA Level through promotion, sessions and events with in organizations and successfully converted more than 3000 cases from Reimbursement to Cashless claims.
• Assisted in developing marketing strategies for existing products and services.
• Ensured compliance with organizational policies, procedures, standards.
• Created and maintained reports on progress, costs and timelines for each project.

• Prepared monthly progress reports detailing achievements against set targets.
• Business excellence role for re-designing existing processed.
• Launched CRM Next successfully.
• Surrender retention through better customer service.
• Completed projects on “Retention of surrender cases during Covid Pandemic”. And successfully completed project and represented my team on organisational level.
• Handling and addressing all Legal, social Media, MD escalations and Grievances.
• Provided necessary technical assistance and advice to subordinates when needed.
• Created processes for handling customer complaints effectively.
• Monitored daily operations and ensured compliance with company policies and regulations.
• Part of Audit committee and successfully completed IRDAI audits.
• Provided guidance and support to team members to help them achieve goals.
• Coordinated with other departments to ensure smooth functioning of activities.
• Collaborated with fellow employees, vendors and other parties to achieve smooth coordination of activities, risk remediation and follow-up.
• Oversaw budgeting responsibilities, reducing costs and increasing margins.
• Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
• Evaluated individual and team business performance and identified opportunities for improvement.
• Recruited and trained new employees to meet job requirements.
• Analyzed business performance data and forecasted business results for upper management.
• Reviewed completed work to verify consistency, quality, and conformance.

1. “Planning and Developing” the strategy to handle escalated complaints with focus to maintain higher retention persistency and Customer satisfaction.

2. Handling and managing team of 10 users.

3. Training to the existing and new team members to perform their day to day activities effectively and efficiently.

4. “Monitoring and Controlling” all complaint/request, received through Email, Letter, Telephone, Front Desk Visit, Social Media etc., to make reply in effective manner using company’s and Regulator guidelines and processes.

5. Initiative to receive customer valuable feedbacks/suggestions/appreciations to approach management for necessary improvement in products/services.

6. Managing administration operations and ensuring business continuity from an infrastructure and facility perspective.
7. Developing, managing and monitoring the performance of multi-skilled work force.
8. Conceptualizing need-based training programs for maximizing operational efficiency.

9 .Preparing various MIS’s to represent team TAT, Quality, productivity and performance to higher management.

10. Regularly reviewing KPI and providing feedback to Team.

11. Reviewing process regularly to ensure legal, Compliance, IRDA, Process and Company Standards are met.

12. Dealing with the CEO Escalation’s.

13. Driving new initiatives/projects, actively tracking and monitoring progress and taking corrective action.

14. Coordinating with Genpect for outsourced process part(Inbound and Outbound calls).

Achievements in Max life Insurance (HO) :

· Successfully organise number of group events and parties within and outside gurgaon city.

· Successfully completed ‘Project of the Year – 2017’ on ‘Reduction in Grievance’ in association with top management.

· Successfully completed ‘New Employee Orientation – 2016’.

· Successfully completed ‘Workshop on Business writing Skills’ organised by management.

· Recognised on “Wall of Fame” for receiving Maximum Customer Appreciations.

· Successfully completed Annual Compliance Certification – 2017.

· Recognised as ‘ACE of Services’ in the month of Dec – 2016 for Achieving Maximum Number of Appreciations in the 3rd Quarter.

• Organized and facilitated regular meetings with senior management teams.
• Developed and implemented strategies to increase executive efficiency.
• Conducted market research and analysis to identify potential business opportunities.
• Coordinated cross-functional teams to deliver high quality results within tight timelines.
• Led initiatives to improve customer service levels throughout organization.

OTHER TASKS:-

· Deals with online clients of the company through calls.

· Helping them in understanding the new products through inbound and outbound calling and chat processes.

· Performing pre -underwriting before offering plans to the clients as per IRDA guidelines.

· Scheduling medicals and documentation of clients.

· Scheduling offline appointments of the clients.

· Handling existing clients and their quarries and their flow in calls and chats.

· Assisting customers in filling online forms and payments.

· Offering different plan solutions as per the customer eligibility or income.

· Prepare reports on weekly basis or monthly basis.

· Coordinate with the quality, underwriting, call centre, new business or medical teams for the smooth flow of process.

· Evaluating different marketing campaigns basis leads generation.

· Communicating with target audiences and managing customer relationships through calls and emails.

· Maintaining and updating customer base.

· Closely working with the online sales team to understand their day to day challenges.

· Preparing the reports or presentation on the above basis and discuss the same with senior managers.

· Execution of new marketing strategies in terms of vendor management, website ,advertisement ,etc.

· Market analysis in terms of online marketing.

· Actively involved in monitoring time management and suggesting improvements in the processes, for enhancing operations.