* manage the daily operations of the call centre, including resource planning, and applying call centre strategies* work with Head of Engagement to set performance targets for the team* monitor call quality through call audits and provide coaching to contact centre staff* Perform capacity planning to meet call demands* Identify training needs and provide training to the team to ensure that the team is equipped with up to date knowledge and skills to deliver the service* Handle escalated enquiries and complaints, and work with other departments to resolve issues* Manage staff recruitment and development* Provide regular reports on call performance statistics and analyse trends* Define user requirements and technical specification for contact centre system* Execute user acceptance testing.

• Elevated team performance, surpassing productivity KPIs and achieving exceptional client satisfaction levels.• Initiated and executed strategies for continuous operational and service improvement.• Orchestrated inventory forecasting and staffing, optimizing operational efficiency.• Championed employee engagement and performance through regular supervisor check-ins.• Instilled a customer-centric ethos within the team, prioritizing client needs.• Utilized data analytics to streamline operations and foster a culture of continuous enhancement.• Generated insightful management reports to track trends and assess operational impacts.• Integral member of the global operations management team, reporting to the Site Lead and enhancing customer service protocols.• Agile in daily operations management, aligning with strategic customer-focused objectives.• Spearheaded project initiatives to update SOPs, elevate client interaction quality, and identify improvements via root cause analysis.• Conducted bi-weekly discussions with Client Account Managers and the COO to refine project processes and drive innovation.

• Led inventory management initiatives, optimizing for KPI alignment through strategic planning.• Enhanced team productivity, quality, and customer satisfaction, aligning with key performance goals.• Advocated for continuous innovation by identifying and implementing process improvements.• Ensured exceptional service delivery by strictly adhering to SOPs and process standards.• Fostered a culture of excellence through targeted coaching, mentoring, and skill development.• Nurtured a supportive team environment, prioritizing engagement, well-being, and conflict resolution.• Conducted quarterly reviews to promote a culture of ongoing development and address challenges.• Drove the adoption of new operational practices, measuring success in collaboration with management.• Effectively managed escalated customer issues, providing timely updates to management.• Proactively addressed potential risks, escalating concerns to ensure swift resolution.• Cultivated strong internal and external relationships to ensure seamless service delivery.• Streamlined inventory oversight and set daily goals to consistently meet KPIs.• Regularly briefed stakeholders on team progress and project developments during quarterly reviews.

Facilities Management 1. Routine Premises Inspection a. Defects at common areas – escalate to Building Management for their action. b. Defects within office area – contact vendor to quote for the repair 2. Upkeeping/Maintenancea. Update and Create service agreements with all the maintenance contractors(in tandem with Admin) b. Work with contractor to establish the Preventive Maintenance Schedule c. Submit work permit For Building Management approval before the commencement of work 3. Emergency Breakdown – 24/7a. Emergency Point of Contact b. Standby 24/7 for any emergency breakdown etc c. Response and attend to any emergency breakdown during or after office hours d. For breakdown involving Critical facilities, please escalate to CTC Hotline, Schneider Hotline &/o PA Vision hotline.e. Beside emergency breakdown, any works to be done in the server or hub room need to raise Change ticket. f. Work with Head of Business and Admin Team into the alert messages receipt and the critical facilities messaging group. Any emergency breakdown of hub room equipment to be escalated to the critical facilities vendors for their immediate support. g. Per Global security requirement, one of the facilities team members (authorized AIG staff) need to be at site to escort the CTC/Schneider/PA Vision Engineer when they are in the hub room. 4. OSH a. Set up OSH Committee b. Per AIG requirement, to conduct fire drill twice per year together with Building Management to conduct two fire drills (one for day shift & one for night shift) 5. Insurance a. Provide sum insured estimates to Regional facilities Manager for his compilation and submission to Corporate office for insurance renewal 6. Licenses a. Renew premise license yearly b. Renew Fire Extinguisher Cert yearly. 7. BCP a. Develop BCP documentation for AIG Travel. b. Review and update at least once per year c. Provide facilities related support once BCP activated, such readiness of alternate site etc

• Lead a dynamic team of 18, including 2 Supervisors and 16 Claims Coordinators, ensuring top-tier claims support.• Oversee daily operations, handling over 300 claims registrations and 270 calls across Australia, Singapore, New Zealand, and Malaysia.• Implement effective absence management strategies, including lateness and sickness tracking, HR reporting, and meticulous annual leave planning.• Craft monthly work rosters with strategic absence allotments to optimize team productivity.• Drive process enhancements in collaboration with Profit Center and Account Managers, updating SOPs monthly to elevate work quality.• Generate daily, weekly, and monthly performance reports to monitor SLA compliance and ensure no case exceeds a 24-hour processing window.• Conduct monthly call coaching and weekly quality feedback sessions to maintain exceptional call standards.• Facilitate monthly one-on-one sessions to provide personalized feedback on call and case registration quality.• Innovate and streamline departmental processes for increased efficiency and productivity.• Participate in weekly and monthly meetings with cross- departmental management teams and QA to share updates and strategize on performance improvements.• Lead investigations into complaint calls, coordinating with Profit Centers for resolution and loss mitigation.

• Spearhead a dynamic team of 11, including a Supervisor, 2 Shift Leaders, and 8 Coordinators, ensuring top-tier service management.• Oversee daily operations of the India Emergency Assistance Team with a keen focus on efficiency and effectiveness.• Facilitate critical liaison meetings between Operations and Medical Teams to ensure seamless collaboration.• Implement robust management of attendance, including lateness, sickness, and annual leave, in alignment with HR protocols.• Strategically develop monthly work schedules and manage team absences to optimize workforce allocation.• Proactively engage with Profit Center (TATA-AIG) and Account Managers to drive process enhancements and address complex cases.• Conduct thorough investigations into fraudulent activities and excessive hospital charges, delivering comprehensive reports for Network provider Team action.• Monitor and adjust service level performance in real-time to manage call volume fluctuations.• Initiate monthly call coaching and regular one-on-one sessions to elevate staff performance and align with Senior Service Manager's standards.• Redefine departmental processes for heightened productivity and streamlined operations.• Participate in weekly operational meetings with TATA-AIG Profit Centre, Operations Team, and Account Manager to maintain strategic alignment.• Manage month-end reconciliation for Finance Billing with Houston, ensuring accurate financial reporting.• Deliver targeted feedback and process improvement recommendations to staff, fostering a culture of continuous improvement.• Oversee daily, weekly, and monthly Liberty reporting for TATA- AIG Claims unit in India, guaranteeing compliance and data integrity.• Ensure all Standard Operating Procedures (SOPs) are regularly updated and strictly followed, maintaining operational excellence.

• Expertly managed escalation calls, ensuring adherence to Service Standards for optimal resolution.• Efficiently handled critical incidents, including lost luggage, document recovery, legal and medical referrals, and coordinated medical evacuations.• Diligently vetted emails for accuracy and clarity before submission to the Claims department.• Served as a Subject Matter Expert, providing case guidance and support to Travel Assistance Coordinators.• Led Transition Sessions to facilitate shift handovers, identifying and escalating complex cases to Senior Service Managers.• Thoroughly reviewed and validated Plans of Action prior to presentation to Claims, ensuring precision and compliance.• Oversaw attendance management, reporting lateness and absences to Human Resources.• Maintained proficiency in all Travel Assistance Coordinator duties, prioritizing escalated tasks and coordination responsibilities.

• Facilitated assistance for global policyholders in locating nearest medical facilities and guiding through claims processes, while maintaining communication with their families back home.• Managed urgent response operations for travelers facing emergencies, including hospitalizations and loss of personal items abroad.• Delivered prompt and accurate responses to policyholder inquiries, ensuring resolution and satisfaction.• Coordinated comprehensive support services, including addressing lost luggage, document recovery, and arranging legal and medical referrals, as well as medical evacuations.• Communicated policy details, claims assistance, and renewal options to customers and vendors, enhancing understanding and engagement.• Conducted diligent follow-ups on intricate cases, ensuring continuity of care and customer peace of mind.• Fostered collaboration with service providers, external parties, and relatives to streamline case management during critical incidents.• Maintained meticulous records by inputting case-related information into designated systems for tracking and quality assurance.• Undertook additional responsibilities as necessary to support team objectives and enhance service delivery.

• Expertly handled inquiries from beneficiary and remitting banks, as well as remitters and beneficiaries, regarding electronic and priority payments, specifically MT103 and MT202 transactions.• Facilitated customer transactions, ensuring accurate delivery to beneficiaries and banks.• Resolved complex issues pertaining to incomplete payment details, including missing beneficiary and agent information.• Proficient in addressing a variety of payment-related queries such as amendments, claims of non-receipt, application errors, cancellations, returns, and re-issuance, utilizing MT199, MT999, and MTn96 messages within MIDAS systems and GPI.• Recognized as a go-to resource for peers, providing guidance on payment-related questions and effective problem-solving techniques.• Integral member of the Escalation Team, adept at swiftly resolving critical issues raised by dissatisfied customers.• Conducted thorough investigations into fraudulent payments, liaising with third-party banks for clarification and coordinating team efforts to report findings to management.• Engaged in daily capacity planning, ensuring efficient queue management and workload distribution.• Contributed to the GPI Project by enhancing system knowledge, and played a key role as a trainer for system introduction and operation.• Managed daily SLA Segregation, guaranteeing equitable task allocation among peers and supporting other queues to maintain operational continuity.• Served as a mentor for new hires and spent a year in the Verification Team, scrutinizing high-value outgoing payments and messages to other banks.• Assumed the responsibilities of acting line manager in their absence, demonstrating leadership capabilities.• Coordinated with line managers to complete and deliver Management Information (MI) reports accurately and on time.

• Expertly handled inquiries from beneficiary and remitting banks, remitters, and beneficiaries regarding electronic and priority payments, specifically MT103 and MT202 transactions.• Facilitated customer transactions, ensuring successful fund transfers to intended beneficiaries or banks and resolving issues with incomplete payment details.• Proficient in resolving a range of transaction queries, including amendments, claims of non-receipt, credit/debit application issues, cancellations, return payments, and re-issuing payments utilizing MT199, MT999, and MTn96 messaging via MIDAS systems and GPI.• Served as a key point of contact for payment-related queries and a resource for colleagues on problem-solving techniques; part of the escalation team addressing critical concerns from dissatisfied customers.• Managed the Verification Team responsible for authorizing payment releases and wire transfers.• Entrusted with the oversight of High-Value Payments exceeding 1 million GBP.• Appointed as the Verification Team Trainer, enhancing team competency and performance.

• Engaged with delinquent account holders to negotiate prompt payment resolutions.• Administered structured installment plans to facilitate manageable monthly payments.• Directed cardholders towards AKPK for financial counseling and debt management assistance.• Leveraged opportunities to cross-sell credit card upgrades and additional services.