Kirti Udyavar

KIRTI UDYAVAR - |-| Dombivli, Maharashtra| Bachelor of Commerce 2010 SUMMARY Analytical Claims Manager managing internal functions of team, promoting high levels of quality production and overseeing specialized operational functions, Skilled in establishing strong channels of communication between departments. Results-driven administrative management professional dedicated to continuous improvements. Seeks opportunities to reduce costs, improve efficiency and boost team performance. Service leader with business knowledge and management experience to positively impact team operations. Well versed in driving industry best practices and business operations and always looking for opportunities for improvement. SKILLS Leadership and People Management Process Improvement Stakeholder relations Analytical and problem-solving skills Performance evaluation and management Planning and prioritizing Quality assurance and control Query Handling and knowledge building Complaints handling MIS reporting and analytics SLA Management Project Management OCCUPATIONAL CONTOUR Arthur J Gallagher as Technical Claims Manager, Jan 2021 – Oct 2024 Claims Broking - Liaise with Underwriters, Insurers, Loss Adjusters, Solicitors, and Insured Recognizing when a claim requires additional expertise or intervention to escalate issues to higher authorities such as senior staff or specialized Underwriters. Maintaining accurate records in the company database for tracking the status of claims. This includes diary entries for follow-ups and ensuring that financial records reflect current claim statuses. Clear communication through email for keeping all parties informed about claim statuses and any required actions. This includes sending instructions to relevant parties involved in the claim process. Reviewing placing slips and related documents to have a clear understanding of coverage terms, conditions, and any related matters. Operations Management – In charge of handling operational matters within a specific area of responsibility, implementing strong operational management practices by utilizing reporting metrics to achieve processing goals, and ensuring that all colleagues adhere strictly to established procedures and professional standards. Aid in the processing of claims from the initial intake stage to final resolution, guaranteeing that documentation is completed accurately and in a timely manner. Assess claim documents and information provided by clients to determine their validity and eligibility for processing. Collaborate with team members to gather the necessary information and documentation required to support the processing of claims. Maintain precise records of claim status, updates, and correspondence in the company's database. Communicate effectively with clients and other stakeholders to obtain additional information and clarify details related to the claim. Stakeholder management – Engage stakeholders through weekly calls to address concerns, manage resistance, and drive cultural change. Take ownership of delivery and make decisions on standard operating procedures (SOPs) within established frameworks and boundaries to ensure smooth day-to-day operations in the team. Ensure that there are no escalations in the work process. Handle exceptional, urgent, or out-of-turn requests based on business priorities, balancing stakeholder and employee expectations. Build a rapport with onshore managers to establish a long-term working relationship and gain a better understanding of stakeholder challenges and their short to medium-term plans, ensuring preparedness in India. Utilization & Resource Management- Effectively utilize all available resources in the Operations team, including people, systems, and knowledge, to ensure the timely, cost-efficient, and high-quality delivery to stakeholders. Take responsibility for maintaining a team of the appropriate size with the necessary skills and competencies to meet stakeholder expectations. Coaching and Mentoring – Develop and deliver comprehensive training programs to facilitate a smooth transition to newly implemented processes. Prepare and curate training materials tailored to the needs of the team, ensuring clarity and effectiveness. Conduct periodic knowledge assessments to monitor understanding and ensure the accuracy and consistency of the transitioned processes over time. Quality Assurance – Develop and implement an effective quality assurance framework. Define a sampling strategy and create quality standard documents for each process. Ensure that audit targets are met for all processes according to the defined sample size. Send error notifications to stakeholders promptly. Conduct root cause analysis for all internal and external errors (client comebacks) in a timely and effective manner. Provide coaching and feedback to all agents. Create corrective and preventive action plans for all internal and external errors (client comebacks). Ensure that the team follows up on the implementation of action plans and performs re-verification of the corrective actions implemented by operations. Conduct bottom quartile management and training needs identification activities on a monthly basis. Performance Management – Collation and analyze monthly productivity, quality and behavioral scores to run bell curve at divisional level. Review competencies, potential and performance levels of team at regular intervals to be able to create development plans for skill requirements. Process Excellence – Work quarterly on SOP, Process Map, FMEA, VSM and keep it updated with all process changes. Willis Towers Watson as Sr. Associate – Claims Handler, July 2017 – Dec 2020 Providing advice on making a claim and the processes involved and processing new insurance claims notifications Collecting accurate information and documents to proceed with a claim and analyzing a claim made by a policymaker Guiding policyholders on how to proceed with the claim Contacting Claims Advocates for timely closure and settlement of claim. Monitoring the progress of a claim and investigating potentially fraudulent claims Identifying reasons why full payment may not be made and ensuring fair settlement of a valid claim Building relationships with loss adjusters, forensic accountants and solicitors, as well as other legal and claims professionals Ensuring the Client/Insured/Reinsured is treated fairly and that they receive excellent service in accordance with industry and company guidelines Handling any complaints associated with a claim in the right procedure following guidelines to proceed Involvement in loss adjusting activities and in legal discussions relating to settlement Involved in managing a claim from the start through to settlement of that claim AON HR Services as Advance Delivery Specialist/ Sr. Associate, July 2013 - till March 2017 Maintaining the employee related documentation & filling Quality Audit to ensure Process requirement as per client standards are met and 100% Accuracy is maintained. Resolving queries of employee, HR and Manager related to TAX status, Leaves, Personal information change, direct deposit, promotion & transfer (Interdepartmental & location), pay rate changes, supervisor change, job & grade changes. Contributed to Testing and calls with Onshore, updating SOPs, preparing process presentations & explaining them to Onshore and offshore folks on calls, working in test environment before Go Live. Updating the employee record in PeopleSoft of Hire, Retirement, Termination Training the employee on the new updates received Compensation & Benefits Management Conduct Team Meeting to discuss any Process Improvements, team huddles, new updates received from Client. Successful Virtual transition of reimplementation of application (BOUI & PeopleSoft Professional Certification - London Market Essentials 1 PRECEDING TASK Front Office Executive at Dr. Lal Path Labs Pvt ltd from Jan 2011 – Apr 2012