Senior Change Analyst

• Nov 2022 - Present

Project Background: 'Enterprise Platform Delivery' program is a multi-year transformation program that is overhauling IAG's complex and dated sales and service systems. The program involves transformation of existing IAG brand businesses by introducing the following: ✔️ New product suite ✔️ New platforms to manage policy lifecycle ✔️ New digital capabilities for Direct and Intermediary businesses ✔️ New Pricing engine ✔️ New Master Database Management capabilities by introducing TIBCO ✔️ On-boarding new partners on Enterprise Platform Key Responsibilities: 📈 Assessment of impacts across various streams due to changes mentioned above ⚽️ Training need analysis based on outputs from Change Impact Analysis 🚧 Creation of Training Strategy and plan for Sales and Support team 🧰 Creation of change readiness packs to be delivered to leaders and change champs 🚻 Stake holder engagement - periodic leader and change champion update meetings ✅Contributing to the development of Change-related plans incl. change leadership plan, communications plan, education and training plans and resistance management plans. 🥋Warranty support - running control room sessions to identify, prioritise and resolute post Go-live issues. Achievements 💎 Successfully conducted 'Change Impact Assessment' across 11 business streams 💎 Successfully created and delivered 'Business Readiness Sessions' to change champions from impacted teams. Show less

Change Analyst

• Apr 2022 - Nov 2022

Project Background: Data Migration of worker's compensation claims from GIO's ClaimCenter to icare's Guidewire ClaimCenter Key Responsibilities: ● Assessment of impacts of changes outlined in Interface Contract ● Training need analysis based on outputs from process and tech stream run sheet ● Development of Training Strategy and plan for Claims and Operation teams. ● Training material development for ◦ Pre migration ◦ Data Transfer Period ◦ Claims prep ◦ Post migration ● Creating Support team process flow leading up to hyper-care phase ● Training delivery ● Change readiness activities and checks ● Stake holder engagement - periodic leader and change champion update meetings ● Contributing to the development of Change-related plans incl. change leadership plan, communications plan, education and training plans and resistance management plans. ● Proactively managing risks and meeting all policy and compliance requirements, adhering to processes and raising issues as they are identified. Key Achievements: ● Successfully inducted 40 change champions ● Created training strategy for the Data Migration program Show less

Technical Training Facilitator/Change Analyst

• Nov 2020 - Apr 2022

I lead Learning & Development for the Policy Administration team and assisted transformation projects as a Change Analyst at Zurich Financial Services. Since migrating from OnePath Insurance company in 2020, I have: ✔️Completed stakeholder assessment, change impact assessment, training need analysis, business readiness checks, content development and training delivery for Zurich Financial Services. 🤝 Successfully supported change projects by conducting impact assessment, training need analysis, and business readiness ✍🏽 Trained 35 new starters on 2 product lines and 28 sub-processes in a span of 10 weeks across 📈 Implemented process improvement initiative within policy admin team— a part of digital transformation at Zurich 🔎 Overseeing and developing new content for multiple in-house process and change management training Show less

Technical Learning Facilitator

• Aug 2019 - Nov 2020

Customer Relationship Manager

• Feb 2018 - Aug 2019

I was a part of the platinum adviser support team—'ServiceOne', supporting platinum advisers with the administration of their inforce book.The highlights of my day to day at OnePath included:🏗️ Facilitating query resolution for policy admin and product 📒 Building and nurturing relationships with platinum advisers✍🏽 Training and supporting new starters in the ServiceOne team ensuring proficiency and quality levels are consistently met.🏆 Promoted as ‘Technical Training Facilitator’ within 1.5 years. Special recognition from COO-ANZ Wealth Australia twice in a span of 1.5 years Show less

Senior Manager

• Jan 2016 - Oct 2017

SALES AND SERVICE ● Managed Customer Service desk for existing clients, handling general inquiries, claim related queries, renewals, and complaint management. ● Managed up-sell and cross-sell to existing clients. ● Monitoring sales productivity and service deliveries(CSAT Scores) and helping the team achieve weekly/monthly drawdown targets. ● Acquiring customers through referrals from satisfied clients. Built lasting relationships with the client, coupled with effective future product recommendations and superior service delivery. Show less

Manager

• Sep 2012 - Oct 2015

SALES AND SERVICE • Responsible for Business Development and Partner acquisition. • Handling and maintaining exclusive UHNW (Ultra-High-Net-Worth) client relationships. • Facilitating quarterly product review meetings with customers, brokers, and distributors. • Accountable for nurturing relationships with brokers and distributors (General Insurance Brokers, Wealth Management companies, Direct Sales Team setups and outbound setups). • Source referrals for Life Insurance and Retirement Products. • Achieving weekly drawdown targets & revenue targets by recommending Edelweiss Tokio’s insurance products. Achievements • Top sales achiever (India), being facilitated at company’s Annual Sales Congress 2013-2014, in Malaysia. • Top Senior Manager (India) from April 2014 to Sept 2014. • Shortlisted for “Edelweiss Emerging Leader” Selection Process for the EL Program 2014-16 Show less

Assistant Manager

• Feb 2009 - Aug 2012

SALES AND SERVICE ● Acquiring leads and referrals from Bank employees for generating new business. ● Monitoring the product portfolio of HNW (High-Net Worth) clients. ● Periodically monitoring ‘dormant’ and ‘in-active’ customer relationships and re-instating them for future business. ● Managing sales of MetLife’s life and annuity product portfolio through Insurance Brokers and Corporate Agents. ● Servicing portfolio of existing brokers and corporate agents with the help of a team of Financial Planning Consultants. MARKET RESEARCH ● Responsible for identifying potential distribution setups and taking ground-level feedback on them (gathering market intelligence). Achievements ● Ranked No.1 Assistant Manager in the country from July 2009 to Dec 2009 ● Earned “Top Achiever” award in PNB India Circle launch. Show less

Deputy Manager

• Jul 2006 - Jan 2009

SALES AND SERVICE ● Managing sales of Aviva’s product portfolio through Insurance Brokers and Centurion Bank of Punjab. ● Achieving weekly and monthly sales targets for self and team. ● Planning entry strategies for new market entrants (Brokers and Corporate agents). ● Analyzing competitor products and creating the value proposition for the clients. Achievements ● Was awarded Aviva Values Achiever Award in FY 2007-08 for outstanding performance. SALES AND SERVICE ● Managing sales of Aviva’s product portfolio through Insurance Brokers and Centurion Bank of Punjab. ● Achieving weekly and monthly sales targets for self and team. ● Planning entry strategies for new market entrants (Brokers and Corporate agents). ● Analyzing competitor products and creating the value proposition for the clients. Achievements ● Was awarded Aviva Values Achiever Award in FY 2007-08 for outstanding performance.

Management Trainee

• Apr 2005 - Jun 2006

SALES AND SERVICE ● Activity scope included building and upholding the relationship with existing brokers and corporate agents. ● Marketing & selling of Life Insurance and Annuity products for generating revenue. ● Client servicing and Key Account management. ● Regular interactions with channel partners for development activities. ● Improving PR with existing & prospective clients to generate new leads. ● Played a pivotal role in developing business relations with various business partners. Achievements ● Empanelment of 12 Certified Brokers with MetLife India Pvt. Ltd in 1 year of operation. Show less