Walid Madi Email & Phone Number

• Ensure the creation and implementation of a strategy designed to grow the business by: o Developing a new Sales Policy which created desire for Field Force to increase production o Present in the agencies and in the field almost daily to make sure all Sales people understand their role and provide the required trainings on how to increase their services • Oversees daily Operations team for new business and underwriting, billing and remittance, claims and call center• Provide direct management for managers in Sales• Report results to the executive committee and recommend new strategies and responsible for the budget and financial results

Lebanon

Responsible for optimizing the operations of the life insurance business, to include coordination and alignment between the different areas in Underwriting, Policy Maintenance, Billing & Remittance, Call Center, and Claims. Optimizing alignment of resources and internal teams based on quantitative and qualitative measures and recommend protocols for the Life Operations lines and segments. Key liaison between Life Operations and technology teams for projects and initiatives related to tools, applications, technologies, and platforms to drive a transformational change in the organization.Provide reporting, insights, and plans on sales pipelines and distribution teams activities.

• Execute on the Claims Global Program in the Gulf achieving aspirational cost savings primarily through payout accuracy improvements • Maintain deep connection with the business to ensure support to achieve its goals and priorities • Deployment of Quality Assurance program with primary focus on Quality Reviews, Performance and Change Management • Improvement and full operationalization of data analytics enabled claims management capabilities with primary focus on Provider Management, Group Account Performance Analysis, Case Management and Fraud Waste & Abuse (FWA) management • Executed Closed File Review (CFR), which is a mechanism to identify opportunities to improve processes and outcomes along the entire value chain, from sales to claims • Boost Customer Experience through targeted initiatives including Strengthening People Practices, Enhancing Processes and implementing Efficient Tools

United Arab Emirates

• Improve the customer experience at moments of truth along the customer journey among all lines of business• Establish and meet targets for operations customer metrics including call abandonment rate, turnaround time, and first call resolution• Improve the effectiveness of and maintain a disciplined approach to the company’s operational risk management• Develop associates and support their ongoing participation in improving the organization’s performance• Steer entire Retail & Employee Benefits Operations functions, entailing Group Medical, Group Life, Disability, Credit Life, Pensions, and Individual Life & Personal Accident• Managing diversified team of 60 members including three managers• Designed and implemented Workflow system across Gulf countries & Egypt• Instrumentally involved in introducing the e-services system and e-payment capabilities and was the lead for implementing the New Sales Illustration system in the Middle East• Enhanced the Employee Benefits productivity by 38% in Gulf

Beirut, Lebanon

• Maintaining accounts of the office.• Preparing monthly financial reports based on the accounts. • Carrying out financial needs planning for forthcoming periods.• Monitoring the development of expenditures ensuring that budgetary overruns do not occur.

Beirut, Lebanon

Successfully implemented:• Outsourcing of the Collections process which increased premium collection.• Established Retention Unit which generated extra premium and increased retention ratio.• Created new Surrender & Loan forms that were adopted in MetLife Middle East.• Designed the Online Payment process.• Contributed in minimising service turnaround time from 10 days to 2 days.• Enhanced the Customer Services productivity by 50%.

Beirut, Lebanon

• Ensure adherence to department KPIs and internal and external SLAs • Ensure consistency in implementation of medical & life claims processes and guidelines • Gather, prepare and present monthly management reports on claims, operating costs, claim exposures and loss ratio • Maintain quality focus by proactive contribution to the improvement cycle • Ensure implementation and maintenance of relevant management information systems, quality controls • Liaise and interface with other verticals in the department to update on business• Monitor and control the status of key projects and initiatives to give a sufficient and detailed overview to the management team, so as to enable a time, quality and budget related steering of activities