Led post-sale processes from API integration, closely working with CTOs and tech managers, to client product maintenance, offering comprehensive customer service and support across technical and financial management for incident handling. Ensured SLA adherence, guaranteeing timely and effective customer issue resolution, maintaining high satisfaction and trust. Translated customer needs into actionable product feedback for continuous improvement with technology and product teams, enhancing product value and satisfaction. Managed account balances and addressed accounting issues with data and treasury teams, demonstrating financial operations competence. Achieved advanced proficiency in API integration and SQL database management, showcasing technical skills for operational efficiency. Implemented Python automation projects, improving process efficiency and reducing workloads. Led key supplier relationships, including card printing, ensuring service quality and reliability. Significantly contributed to technology and development teams for integrations with key suppliers like payment processors, understanding the payment industry from issuer and processor perspectives.Developed SOPs for PayCaddy's customer service and account management, setting excellence standards. Spearheaded a critical integration in less than 7 days, earning PayCaddy Mastercard's 'Excellence in Fintech Agility' award in 2023, showing exceptional project leadership. Led upselling initiatives by identifying growth opportunities, effectively communicating additional product features and services to clients, enhancing engagement and satisfaction. Ensured SLA and contractual service agreement compliance, maintaining customer support standards. Collaborated with legal and compliance to uphold policies and regulatory requirements, protecting customer interests and corporate integrity.

Spearheaded the management of the insurance policies portfolio, ensuring accurate and efficient administration of customer data and policy properties, which significantly enhanced operational efficiency and data integrity.Led the comprehensive oversight of the economic aspects of life insurance policies, including the processing of cancellations, handling requests for policy surrenders and partial withdrawals, and overseeing modifications to policies. This critical role ensured responsive and accurate financial management to meet client needs and maintain financial stability.Championed customer retention initiatives by developing and implementing strategic engagement and service improvement plans, resulting in increased customer loyalty and satisfaction.Directed the transformation of regional processes from manual to digital execution, creating automated and standardized workflows that streamlined operations, reduced errors, and improved turnaround times for financial transactions and policy adjustments.Drove the digital transformation initiative, leveraging technology to redesign processes, which not only enhanced the customer experience but also improved operational agility and supported scalable growth across the region, particularly in managing the financial transactions related to life insurance policies.Fostered a culture of continuous improvement by identifying opportunities for process optimization, integrating innovative solutions, and training teams on new digital tools and practices. This approach was pivotal in enhancing the efficiency and accuracy of managing financial aspects of policies, boosting productivity, and ensuring operational excellence.

Oversaw the acquisition and management of new business within the Private Client division, specializing in major medical insurance policies, by implementing strategic sales techniques and fostering strong client relationships to drive growth and retention.Conducted in-depth collaboration with the medical risk department, playing a pivotal role in the evaluation and approval process of insurance policies. This involved closely working with doctors to ensure accurate risk assessment, policy customization, and alignment with client health profiles and needs.Actively contributed to the claims department, streamlining the claims process through effective case management, timely communication, and resolution of claims. This included navigating complex claims, liaising between clients and healthcare providers, and ensuring a transparent and supportive experience for clients.Developed and maintained robust relationships with brokers by providing expert advice, policy updates, and personalized service, ensuring high levels of client satisfaction and loyalty.Utilized analytical skills to monitor and report on account performance, identifying trends, and recommending strategies to optimize service delivery, enhance client satisfaction, and achieve divisional targets.

Provided comprehensive support to insurance brokers both over the phone and in-person, ensuring exceptional service quality and efficient resolution of queries.Managed the lifecycle of insurance policies including new policy issuance, renewals, endorsements, and modifications, demonstrating attention to detail and adherence to policy standards.Spearheaded the creation of new insurance policies, leveraging analytical skills to assess risks and tailor policies to client needs.Supported administrative functions within the department, contributing to the achievement of corporate goals through efficient process management and operational support.Assisted the Executives of the Health and Group Insurance department, backing operations and ensuring seamless service delivery to clients.