Sri Prasanth M

Experience

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  Personiv

  Oct 2016 - May 2018

  Process Executive

  Digital Order Management:- Managed and optimized digital order processes using the Thryv platform. - Monitored order flow from initiation to fulfillment, ensuring SLA compliance. Training and Support:- Trained and supported team members on using the Thryv platform to enhance efficiency. - Provided insights on platform capabilities to improve team understanding and performance.

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  Kotak Life

  May 2018 - May 2024

  Branch Operations Manager

  KYC and AML Compliance:- Specialized in KYC screening for New Business Insurance, including Employer-Employee, Keyman, Partnership Firms, POI/NRI/HUF segments. - Ensured compliance with FATCA and AML guidelines, conducting detailed NB scrutiny. Risk Assessment and Customer Due Diligence:- Performed risk assessments for policy applications, ensuring compliance with company guidelines. - Conducted customer due diligence (CDD) investigations for high-risk customers. - Assisted the AML team in reviewing customer accounts and identifying suspicious transactions. Records Management and Audits:- Maintained accurate AML records and supported internal/external audits. - Conducted periodic audits of policyholder accounts to ensure accuracy and compliance. Operational Efficiency and Project Management:- Acted as an in-house Business Analyst (BA) for Genie Development and EPIC projects, improving workflow efficiency. - Streamlined operational processes to enhance customer satisfaction and reduce processing time. - Mentored and guided a team of 6 to improve operational accuracy and performance. - Consistently maintained a high persistency rate through strategic follow-ups and improved customer engagement. - Enhanced ETE TAT by implementing process improvements and reducing processing time. Customer Service and Claims:- Handled claims processing, collaborating with adjusters and legal teams to ensure accurate settlements. - Provided exceptional customer service by addressing policyholder inquiries and concerns. Show less

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  PNB MetLife India Insurance Co. Ltd

  May 2024 - Jan 2025

  Branch Operations Manager

  Branch Operations Management:- Managed regional office operations, focusing on improving persistency and operational efficiency. - Achieved a strong persistency rate through consistent follow-ups and customer engagement. - Improved End-to-End (ETE) Turnaround Time (TAT) by streamlining processes and reducing bottlenecks. - Aligned team resources to manage high work volumes effectively. - Monitored key performance indicators (KPIs) to drive consistent improvements. - Resolved escalations and ensured smooth order processing. Stakeholder Collaboration:- Coordinated with cross-functional teams to align on business objectives. - Strengthened relationships with internal and external stakeholders to improve service delivery. Show less

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  CAMS Insurance Repository

  Jan 2025 - now

  Manager

  Operations and Process Management:- Managing end-to-end digital order processing, ensuring accuracy and timely completion. - Monitoring daily work volumes and allocating resources to meet service level agreements (SLAs). - Leading process improvements to reduce turnaround time (TAT) and enhance service delivery. - Generating productivity insights to evaluate team efficiency and identify improvement areas. Team and Stakeholder Management:- Providing training and guidance to the team to improve efficiency and accuracy. - Collaborating with Stakeholders to resolve operational challenges and streamline workflows. - Ensuring effective communication with stakeholders to align on operational goals. - Conducting Monthly Business Review (MBR) meetings with stakeholders to analyze performance, address challenges, and drive strategic improvements. Performance and Compliance:- Monitoring team efficiency to ensure consistent performance and operational accuracy. - Analyzing performance data to identify trends and drive strategic decisions. - Ensuring compliance with company guidelines and industry regulations. Show less