Aliasgar Saifee Email & Phone Number

Pune, Maharashtra, India

Account Management, Broker Relationship, Grievance Management, Claims Management, Insurer Coordination

Pune Camp, Maharashtra, India

• Regional Manager for Servicing and Retention for West and North.• Coordinating closely with the Sales and Placement Team for Quotes and Policy Terms & Conditions Alignment.• Working with Insurer for Policy Benefit Designing suiting the needs of the Client.• Looking at Retention for Client’s Assigned – Achieved 82% Retention with 124% in Revenue Growth from April 2023 to September 2023.• Arranging Wellness Events like Zumba, Health Camps, Yoga, etc. at Client Locations on Half Yearly Basis.• Understanding the Employee and Dependants Demography and Aligning Employee Benefits which are more suiting to the covered group.• System Building for Escalations and Tracking of Tickets with regards to Onboarding, Endorsement, Claims, General Enquiry, etc.• Reporting and Presenting various Claim Analysis and Reports as per Standard Process and Client Requirements.• Training of CSM’s and Support Staff for better handling of general queries and claims understanding.• Grievance Handling and Issue Resolution.

Pune, Maharashtra, India

o Handling Claim Processing Team – This included Recruitment, Training, Production Planning, Grading of Doctors based on knowledge/Performance/tenure, Daily Briefings and mentoring.o SPOC for External Audits – This included tracking of audit reports, reviewing of the Audit Queries raised and working with Team of Doctor’s to justify the claim from a medical prospective.o Defining SOP’s, Processing Guidelines, Building System to control the errors and reduce the recoveries.o Working with IT Team for System Alignment with all PSUs’ with regards to capturing and real time updates for Claims Approval, Claims Payment, Payment Rejection Report, etc.o Handling a Corporate Portfolio of 50CR with directly with dedicated team of 2. Endorsement, Policy Issuance on Portal, ID Cards Generation and Delivery, General Enquiries, Claim Grievances.o SPOC for all IRDA Grievances, Portal Grievances, Legal Cases, Ombudsman Cases – This included reviewing documents and analyzing it from policy prospective and attending hearings and discussions to justify our stand and defending the cases.

Pune

o Complete working of customer care department.o Setting up the Quality Process and creating benchmarks.o Monthly defect analysis and Pareto to understand the pain areas and have defined training/vitality sessions planned.o Manpower Projection based on business and geographical conditions.o Monitoring the mandays, shrinkage along with SLA parameters.o Mentoring and guiding the team to achieve their career goals.o Planning and Implementation of Escalation Desk to better understand the loops in process.o Analysis of the escalation report to understand the causes and accordingly provide feedback to the sub-departments of the organization to improve the overall service.o Planning and conducting training for the new recruits. Overlooking of the entire recruitment process.o PPMS – Working with 11 Insurance Companies PAN India.o Regular meetings with the client to learn about the opportunities for improvement and also new opportunities for business.o Empanelment of the Diagnostic Centres with regular audits and performance review.o Initiating reporting for escalation and quality to determine the loops in process and working towards the same.o Looking over of day to day operations and people management.o Servicing of current client’s and also increasing of business.o Regular training and analysis for performance of all the parties.

Pune Area, India

o Handling a Back office team of agents replying to customer’s general travel queries and online navigation assist.o First in stack in the very first month, and received a compliment from the client for handling the entire group and communicating in timely manner in the absence of the manager.o Shifted to a non-voice but live queue (Chat), handling and again maintaining the stack to always be in the top 10teams and had no outliers.o Role included monitoring and providing feedback, team bonding, one-on-ones and reward n recognition.o Attending Dashboard calls on weekly basis, weekly reviews with manager.Designation: L2 (Quality Analyst)o Role includes responsibilities of evaluating agents on daily transactions, giving feedback and attending calibrations.o Additional responsibilities include making reports, taking agent sessions, making presentations, analysing defects and pain areas on the conducted evaluations, providing solution and action plans.o Also responsible for individual team quality scores, thus role involves in mentoring agents to achieve quality scores by giving appropriate and timely feedback.o Role also includes attending client calibrations and taking feedback and learnings from the sessions to the agents and utilising the same while performing evaluations, so that at par with client set standards.

B Com

B Com, Mcse, Ccna