Insurance Operations Specialist in Policy Servicing at Marsh Mclennan - My tenure at Marsh McLennan was a period of significant growth and learning. As an Operations Specialist, I was entrusted with overseeing the Policy Intake process for the US, Canada, and Italy, a responsibility that honed my attention to detail and underscored the importance of meticulous document management. I ensured the accurate placement of policy documents, such as agreements and endorsements, in the correct client folders within our Document Management System (DMS), including MShare and MDocs, and took proactive steps to notify clients by providing them with the document link.A critical aspect of my role was serving as a Quality Analyst and Exception Handler. In this capacity, I was continuously engaged in identifying areas for process improvement, thereby enhancing operational efficiency and service quality. My efforts in collaboration with software development team to conduct User Acceptance Testing (UAT) for automation projects were instrumental in suggesting enhancements that significantly improved our automation processes. This initiative not only streamlined operations but also positioned us favorably for future technological advancements.My commitment to excellence was recognized globally with prestigious awards such as the ‘Centre of Excellence (COE) 2022’ and 'Spotlight of the Month' for my role in handling team responsibilities and pioneering training initiatives for onshore teams on automation processes.

At IDFC First Bank, my role as Customer Service Manager allowed me to delve deep into the intricacies of customer service management and operational efficiency. I led efforts to optimize operational processes by effectively resolving first-time resolution cases and significantly reducing branch waiting times. My approach to customer service was holistic, focusing on understanding and transitioning customers to the most suitable channels based on their specific queries, thereby enhancing their banking experience.A key achievement during my time at IDFC First Bank was developing and maintaining robust relationships with clients, customers, and subordinates. This was not just about addressing queries or resolving issues but about building trust and rapport. Coordination with internal and external stakeholders was crucial in ensuring timely resolutions, and I took pride in maintaining the smooth functioning of the floor, overseeing daily branch MIS reports, and efficiently managing pendency's and document dispatches.

My professional journey began at Tata Consultancy Services, where I worked as an Analyst. This role was my first foray into the financial services industry, offering me invaluable insights into the workings of a global consultancy firm. My primary responsibility was to support the Contributions (Pay-In) project for our UK-based client, TIAA. This experience laid the groundwork for my understanding of financial operations, client management, and the importance of technology in modern finance. Being recognized with the 'Star of the Month' award was a testament to my dedication and hard work during this period.