Mobile: +91 9443026871 E-Mail: alvins361@gmail.

com

J. ALVIN SAMUEL PANDIAN

Insurance Domain Professional

Targeting assignments in Business Analyst with an organization of repute

PROFILE SUMMARY

Key Result Areas

Software Testing
 Proven skills in managing Date & Operations Analyst including streamlining systems,
implementing process improvements & reducing costs; merit of consistently being Project Management
promoted to positions of higher responsibilities on account of excellent performance Customer Relationship
with over 17 years of industrial exposure Mgmt.
 Achieved business objective for on-going projects for the Annual Operations Plan Process Improvements
(AOP); forecasted Inflow, revenue & profitability numbers for the upcoming projects
 Instrumental in defining Operational process and procedures on Policy document Channel / Distribution Mgmt.
deliverable. Proposals Evaluation /
 Skilled in analysing office property level including reviewing & comparing operating Mgmt.
expenses, sales plans and so on
Quality / Compliance Mgmt.
 Managed all facets of administration, reporting, regulatory compliance, budgeting,
finance, marketing, and so on; partnered with legal counsel for purchase agreements Branch Profitability
 A Customer-Centric Professional with proven skills in driving new business through key accounts & implementing effective
solutions to the customer needs for improving customer contentment, repeat & referral business

 An Effective Leader with proficiency in guiding & training teams and enabling knowledge sharing amongst the team;
possesses excellent analytical, team-building & problem solving skills with in-depth product & market place knowledge

Software Testing Highlights

 Initiating daily scrum call with client on update of test execution status, and discussing on logic on which the test cases
are built.
 Effective usage of cloud base Application Management tool that is Azure Develops and Microfocus ALM
 Solely responsible for writing Test cases and monitoring the test execution within the time lines.
 Prepare test summary report and present it during client’s review meeting.
 Mentoring Junior tester on process knowhow.
 For defects raising the bug in Application Life cycle, and following it up to get it fixed on time so that they are not
blocker. Followed by retest.
 Test script automation – eggplant. And automated testing is being carried out.

Financial and Accounting Process Highlights

 Life Insurance & Non-Life – New Business, Underwriting, Pricing, Claims, Policy Service and Document Management
Systems and customer communications
 Exposure to Premium Calculators for Life & Health Insurance
 Primarily in-charge for KYC and AML Process & Verification
 Non-Financial servicing customer communication and record maintenance.
 Financial servicing aspects Provision creation and Reconciliation – Inward and Outward, PIS Maintenance, Cheque and
Cash Recon.
 Monitor TAT, Quality and Productivity
 Claims Management

 Monitoring the pending claim initiation and completion at branch end.

 Assignment of new claim work item to claim assessors depending upon claims category.
 For adverse cases, getting legal and Underwriting opinion before repudiation
 Driving the team, to close the claim decision within TAT to avoid IRDA deviation.
 Driving the team, for lead generation from claim payout cases.

Compliance

 Ensure strict adherence Compliance and audit. Coordinate for internal and external auditors and ensure there is no Non
Compliance. Facilitating ISO audit and certification.
 Priority processing adherence – HNI customers, High value transactions. Ensuring secondary level checks with ad hoc
auditing.
 Handling escalations and HNI customer concerns. Preparing case history and helping legal department in case of
escalations to regulator / ombudsman

Process enhancement

 I have been part of Organisational goal of Aadhar integration to system.

 Have been in the process of surrender process re engineering.
 I have been in the process of premium receipt template Re design
 Process improvement, Process change, implementation and transition
 I have ensured 5S implementation of my branches in effective way.
 Capitalizing the business opportunity arising out of customer payouts through recycling efforts

Quality

 Sampling of Data to audit the operational process adherence and based on findings put controls in place in order to
mitigate operational risks.
 Ensure process adherence
 Responsible for compliance and audit issues
 Customer Service – Complaint Management
 Reduce customer wait time and service time
 Day end cash reconciliation and handover to CMS.


DOMAIN USER ACCEPTANCE TESTING AND EXECUTION

 Client ID creation & Modification

 Receipt creation and QC
 Annual premium statement
 Billing changes
 NEFT tagging (Maker & Checker)
 Change of address processing
 Lapsed quotation generation
 Batch processing
 Unit statement generation
 Health Policy administration
 Further Requirement letter for new business generation
 Denial letter generation
 Surrender quote generation
 Customer Contact History
 Claims Maintenance
 Payout authorisation
 Name correction processing
 Group Claim processing
  Agency Licensing processing

ORGANIZATIONAL DETAILS

Career Path
Dec’03 - Aug’06 Operations Officer – Branch & Customer Care Operations
Aug’06 – Feb’18 Cluster Manager – Customer Relations
May’18- Aug’20 Manager – Business Strategy
Nov’20 – May’21 Manager – Business and Operations
July ’21 - Till date Senior Test Engineer – Quality Assurance

July’21 – till date with CGI as Senior Test Engineer – Quality Assurance

Project 1

Project Name : US Rates – Product validation

Period : Sept’21 to Dec’21

Description:

Archiving and Case submission thru web based application, and monitoring the down flow Mainframe application
Lifeasia as well as PMACS commission payout through batch jobs. Running thru the rate calculator to validate the modal
premium of different age bands. This project has been successfully carried out and got deployed on real time basis.

Project 2

Project name : CRM Modernisation

Period : Oct’21 to Mar’22

Description.:
ETL testing and validation of extract data load to be carried out SQL database validation as the project aims
shifting from Microsoft CRM 2011 to Microsoft CRM 2021. Also validating customer portal and SSO screen validation with that of
CRM Dynamics 365. In addition, validation of request response XML on wrapper hit transactions.

Nov’20 – May’21 with HDFC Ergo Health Insurance Company Ltd., Tirunelveli as Manager – Business / Operations.

 Process merger of using 2 different systems to create one account was revamped to use a single system. Analyse gaps,
create work flow diagrams, functional requirement document, drive project milestone and arrive at cost benefit,
systematic implementation
 Managing Policy issuance and Renewal billing changes and Endorsement.
 Claims tracking and handling escalations for getting closed within TAT.
 Online business workflow management and ensuring smooth transition of work item.
 Agent On boarding hands-on and servicing.
 Have always maintained 60% agency connect under my direct control and influence.
 Enhance the client experience and eliminating delays by taking ownership and mobilising the appropriate resources to
ensure a timely and satisfactory resolution for the client.
 Monitor the productivity and Plan execution and do GAP analysis.
 Mentoring my team on new product lines and Industry standards, so that they are self equipped for insurance Process
and product pitch.

Project handled

Project name : System Integration Testing at User Interface

Duration : Dec’20 to Jan’21
Product : Health Insurance

Since May’18 – Aug’20 with Reliance Nippon Life Insurance Company Ltd., Madurai as Manager – Business Strategy and
Operations

Key Result Areas

 Overseeing Branch operations with a team of 30 direct reportees and ; Project Management and executing them in a given
timeframe; implementing cost saving techniques and streamlining operations to maximise profits
 Developing new streams for revenue growth; analysing market trends & chalking out measures for countering competition;
organising sales promotional activities as a part of brand building & market development effort
 Supervising the LCR, Average premium size to meet out the business Objective
 Devising strategic and operational plans for the Branch for drawing a good image; harmonizing them with the company’s
macro level plans; aligning resources in line with the business objectives and performance estimates
 Building relations with key decision makers in target organizations for business development; mapping client’s requirements
& providing them expert advisory services pertaining to selection of right products
 Determining training needs, identifying training gaps, & conducting programs to enhance the operational efficiency of staff;
conducting reviews & providing feedback on areas of improvements
 Ensuring strict adherence Compliance and audit; coordinating with internal and external auditors and ensure there is no
Non Compliance; facilitating ISO audit and certification
 Organizing Insurance awareness program at Corporate and for Government officials
 Leading & monitoring the performance of team members to ensure efficiency in sales process & meeting of individual
objective; & motivating them and offering them best career solutions

Highlights

 Secured the no. 3 position in the ISO Audit certification in National platform.
 Guided one of the members to the No.6th position across the country; qualifying for the GP Japan trip out of 3500 LPOs
 Proved Year on Year Persistency growth percentage of +2.3% with 84% growth in LIMRA


Dec’03-Feb’18 with HDFC Standard Life Insurance Company Ltd., Madurai as Cluster Manager – Customer Relations

As Cluster Manager – Customer Relations:

Highlights

 Governed the administration of 6 branches like Madurai, Dindigul, Karaikudi, Karur, Tanjore and Kumbakonam
 Ensuring quality check analysis and control of New business proposal forms acceptance, followed with initial underwriting
and follow-up with hub for conversion and document despatch follow-up
 Acting as Regional SPOC for claims process, - QC of Claims doc, coordinating the TPA team
 Handling online complaints, coordinating with the departmental heads and ensuring it get closed within the IRDA timelines.
 Conducted IFMR audit as per IRDA norms for a micro insurance wing of NBFC in Feb 2015
 Augmented a sale of + 120% of Branch sales target consecutively for last 3 FY. Ie FY 14-15, 13-14 and 12-13
 Secured the No. 1 in pan India for Lead Conversion Ratio in 2010-2011
 Topped the zone in Revival collection with 141% achievement for FY 14-15, 13-14 and FY 11-12
 Played a key role in renewal chasing for assigned reporting branches and achieved 56% collection of the total renewable
base and positioned 3rd Rank in Pan India during FY 09-10
 Certified as a Six Sigma Green Belt based on project done for business improvements
 Recipient of the Value Guardian Award for all the branches of the cluster
 Represented the zone as the single point of contact for Payout Authorisation of 2 Lakhs and above and as the Regional SPOC
for NEFT tagging and Payout authorisation for 1 lac + bucket.(15-16)
 Received external audit score for FY 13-14, 12-13 and 15-16 stands exemplary (No 2 Rating in PAN India for 15-16)
 Sphere headed the terming of Madurai branch as Modular Branch for 5S implementation and Standardisation.
 Rewarded as the Best Cluster Award in the Region for FY 11-12 and FY 08-09

Project 1

Project name : Auto Escalations channel integration – Claims Management

Duration : Apr’12 to Dec’12
Product : Life Insurance

Project 2

Project name : AS 400 Claim Payout defects elimination

Duration : Jun’08 to Aug’08
Product : Life Insurance

As Operations Officer – Branch & Customer Care Operations

 Acknowledged as the ‘Customer Champion Award’ and developed a system of analysis of productivity for Tamil Nadu region
 Provided training to the Operations Officers of branches like Tuticorin, Nagercoil and Tirunelveli on process updation
 Appreciated by the senior management for the implementation of regular FCs Operations training during process change
 Reduced the operations cost by 11% through vendor negotiations

Jul’02 – Sept’03 with ICMC Corporation Limited as Accounts Executive

 Maintaining books of accounts and Tally operations.

 Stock maintenance and stock indent for demand basis
 HR Pay roll operations and petty cash maintenance

ACADEMIC PROFILE

MBA (Finance) from Madurai Kamaraj University (Regular), Madurai Kamaraj University, in 2002

B.Com. from the American College, Madurai Kamaraj University in 2000

CERTIFICATIONS

Agile Scrum certified from Simplilearn

XML Essentials from Udemy

ISTQB Certified Tester from International Software Quality Institute – 2021

Licentiate Certification from Insurance Institute of India in 2011
Certification in Wealth Management module from NSE Academy’s Certification in Financial Market in 2020

PERSONAL DETAILS

Date of Birth: 21st July, 1979 ~ Passport Number: J6221689~ Languages Known: English & Tamil
Address: 1/771-1,Shenbagam Street Ayyappan Nagar,Thirupalai Post, Madurai 625014,Tamil Nadu