MANAGER, SENIOR MANAGER, CHIEF MANAGER, AVP, SUPERVISOR, ASSOCIATE VICE PRESIDENT

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Resume ID:

612452

Posted:

05.27.2018

Location:

TORONTO, ON 

Postal Code:

M4C 4Y7
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Employment Category:

Legal & Financial

Employment Type:

Full Time

Desired Salary:

per month

Language:

ENGLISH, Excellent,
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Objective:

Seeking job opportunities in Insurance Industry. Over 14 years of work experience in the Insurance industry, including 12 years’ experience in Indo-Canadian joint venture companies. Professional acumen and expertise in Operations Management, Claims Management, Underwriting, Client Servicing & Communication, Escalations Management, Service Level Management, Audits, Root Cause Analysis, Continuous Process Improvement, Risk Mitigation, Project Management, MIS Reporting.

Education:

04.01.2003 - 04.01.2005
MUMBAI UNIVERSITY
Commerce
Master’s Degree


Work Experience:

08.01.2018 -
DEPUTY CHIEF MANAGER
ADITYA BIRLA SUN LIFE INSURANCE | Finance


02.15.2006 - 07.31.2013
MANAGER - OPERATIONS
ICICI LOMBARD GENERAL INSURANCE | Finance


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Total Years Experience:

14

Skills:

  • LOMA Level 1 certified by Life Office Management Association, Feb 2016
  • Licentiate (Life – May 2009 & Non-Life – Nov 2009) from The Insurance Institute of India, May 2009
  • IELTS – CLB 9, Dec 2017

Occupations:

Accounting-Finance: Claims Review and Adjusting, Policy Underwriting, Risk Management-Compliance
Customer Support: Account Management (Non-Commissioned), General-Other: Customer Support-Client Care

Resume Entry:

ANIL D'SOUZA
Express Entry Profile Number: E000978889
Mumbai, India
Phones: +91 86527 16526 (Mobile) / +91 22 2766 5122 (Landline)
E-mail: anilandz@rediffmail.com, Skype ID: +91 86527 16526
LinkedIn URL:  https://www.linkedin.com/in/anil-d-souza-96b36432/
Languages known: English, French, Hindi and Marathi

Over 14 years of work experience in the Insurance industry, including 12 years’ experience in Indo-Canadian joint venture companies. Professional acumen and expertise in Operations Management, Claims Management, Underwriting, Client Servicing & Communication, Escalations Management, Service Level Management, Audits, Root Cause Analysis, Continuous Process Improvement, Risk Mitigation, Project Management, MIS Reporting.

WORK EXPERIENCE
OrganizationDesignationDuration
Aditya Birla Sun Life Insurance
(Complaints, Quality, Operations, Claims, Risk, Audit)
Deputy Chief ManagerAug 2015 – Till Date
ManagerAug 2013 – Jul 2015
ICICI Lombard General Insurance
(Complaints, Quality, Operations, Claims, Communication)
Manager – OperationsMay 2010 – Jul 2013
Manager – Customer SupportFeb 2006 – Apr 2010
JP Morgan Chase
(Inbound Customer Service)
Team MemberOct 2005 – Feb 2006
Prudential Process Management Services India Pvt. Ltd.
(Grievance Redressal)
Insurance AssociateJun 2003 – Sep 2005
Beehive Consultancy
(Client Servicing)
Client Servicing ExecutiveSep 2002 – Feb 2003
KEY RESULT AREAS
Operations & Team Management:
  • Managing the daily operations of Service Assurance team to ensure delivery meets the targets set for the key performance metrics ranging from Transaction volumes, Pipeline, Productivity, Turn Around Time (TAT), Quality and Customer feedback
  • Ensuring that pendencies and outliers are highlighted daily to all business units viz. Sales, Operations, Underwriting, Claims, Compliance, Legal and Product teams with priority closure for any escalations to senior management, regulator & media
  • Organizing meetings and conference calls with the relevant business units for reviewing performance
  • Reviewing performance appraisals and driving Rewards & Recognition initiatives. Conducting team competency mapping, mentoring and facilitating training interventions
  • Reviewing processes from improvement and risk management perspective. Recommending and implementing suggestions for improving customer experience, TAT, productivity, increasing savings and revenue
Project Management:
  • Managing service delivery for Third Party Distribution Team viz. policy issuance pipeline management, premium leakage control, policy dispatch monitoring, providing sales & advisor portal access, CRM integration with channel partners for servicing requirements, roll out of up selling mass communication letters
  • Participating in cross-functional projects such as “Time and Motion Study”, “Value Stream Mapping”, "New CRM launch” with the objective of delivering desired results within the stipulated timelines
  • Drafting company policies pertaining to Grievance Redressal, Standards of Service, and mis-selling complaints management. Custodian for updating the Standard Operating Procedures (SOP) manual for documentation of process changes
Root Cause Analysis (RCA) & Process Improvements:
  • Compiling and presenting “Weekly Complaints Summary” to senior management highlighting Resolution Summary, Root Cause Analysis (RCA), Customer Insights and Process Improvements initiated to plug gaps identified
  • Monitoring the status of process improvement suggestions till closure and updating senior management at periodic intervals
Risk Mitigation:
  • Representing the function for Regulatory/Internal Process audits, Risk Compliance Self-Assessment (RCSA) & Process Maturity Assessment (PMA) conducted and initiating corrective measures recommended based on findings
  • Ensuring compliance with Information Security & Business Continuity Planning (BCP) norms, while operating as Functional Risk Champion
  • Participating in alternate site testing and disaster recovery drills
MIS & Reporting:
  • Compiling regulatory MIS reports for filing monthly, quarterly and annual returns with Insurance Regulatory & Development Authority of India (IRDAI)
  • Compiling Key Performance Indicator dashboards and presentations at monthly & quarterly intervals, which are reviewed by senior management for ensuring achievement of functional goals 
  • Designing MIS reports for monitoring key metrics of Transaction volumes, Pipeline, Productivity, Turn Around Time (TAT), Quality and Customer feedback, on a daily basis, which enables implementation of corrective action for any deviations
PROFESSIONAL AWARDS
  • Aditya Birla Sun Life Insurance
    • Sun Life CEO team excellence award (Third Party Distribution) – FY 2017-18
    • Exemplar of the Quarter – Q3 FY 2015-16
    • Arjun Award for excellent performance – Q3 FY 2014-15
    • Torchbearers of the Quarter team award (Service Assurance) – Q3 FY 2014-15
    • Kaizen Contest winner – Q2 FY 2014-15
  • ICICI Lombard General Insurance
    • Frontier Award for best customer-centric idea – Q2 FY 2012-13
    • Idea Manch Award for most ideas implemented – Q3 FY 2009-10
    • Winner’s Night award for excellent performance – Q1 FY 2009-10
ACADEMIC QUALIFICATIONS
  • Master of Commerce from Mumbai University, India, Apr 2005
  • Post Graduate Diploma in Advertising and Marketing from Xavier Institute of Communications, India, Apr 2002
  • Bachelor of Commerce from Mumbai University, India, Apr 2001
COMPETENCY CERTIFICATIONS & TRAININGS
  • LOMA Level 1 certified by Life Office Management Association, Feb 2016
  • Licentiate (Life – May 2009 & Non-Life – Nov 2009) from The Insurance Institute of India, May 2009
  • IELTS – CLB 9, Dec 2017
  • Attended trainings on Six Sigma Green Belt, Kaizen and 5S at Aditya Birla Sun Life Insurance
User Info

ANIL DSOUZA
NAVI MUMBAI, Canada