Implemented online systems and latest technology in payment processes to reduce cost of and paper use.Claims Handling: Oversaw full charge claims management, emphasizing TAT monitoring, policy administration, and SLA compliance.Surpassed revenue targets and adeptly handled escalated corporate and individual claims. Supervised claims and medical units for proper documentation.Process Enhancement and Team Leadership: Monitored processes, identified team improvement areas, and implemented measures for heightened customer satisfaction. Set a strategic direction with commercial discipline, overseeing system enhancements aligned with operational needs.Efficiency and Forecasting: Forecasted workload, scheduled staff for improved efficiency and adherence to turnaround times. Generated periodic statistical reports and Management Information System (MIS) for informed decision-making.Data Management and Fraud Detection: Diligently maintained customer records and database, and implemented fraud detection systems to prevent fraudulent claims.Network Integrity and Performance Improvement: Managed network integrity, including contract interpretation /validation, provider setup, and configuration for accurate claims adjudication. Oversaw Performance Improvement Projects, providing monitoring and reporting.HR Collaboration: Collaborated with HR to align headcount and attrition needs with the budget. Actively addressed attrition drivers, maintaining operational stability, a people-focused approach, and optimizing quality while minimizing costs.Recruitment and Financial Management: Collaborated with HR on recruitment profiles, selection criteria, and result reviews for quality hires. Maintained a productive relationship with the Finance team, tracking costs versus budget and identifying improvement opportunities.