Verified
IdentityClose to 6 years of combined experience in domains: Digital Marketing and Business Operations. Been associated with PhonePe for the past ~2.5 years and leading Business and Product Operations for Health Insurance POD.
Below are my current roles and responsibilities:
1. Onboarding Insurers on PhonePe app- Determining & operationalizing data flows through relevant APIs, Feed Files, Auto-triggered reports
2. Developed SOP, SLAs, and Escalation Matrix to ensure a seamless operational process for daily/ weekly/ fortnightly/ monthly & quarterly activities
3. Designed and developed an operating procedure from scratch for one of the most complex Insurance products: Retail Term Life and Retails Health Insurance (yearly and monthly payment mode)
4. Recommended backend changes in the stage machine that eliminated potential blockers for monthly auto-debit processes. This change improved overall persistency by ~7%
5. Built automated resolutions to L2-level customer escalations. This reduced the TAT of resolving customer issues from 3-4 days to >1 day
6. Maintaining run book kit for Insurers, which enabled faster onboarding process & accelerated go launches
7. Enabled a VBA script in Outlook that auto-downloaded reports and saved them in desired folders as & when a particular email was in the inbox
8. Automated operational activities through data tools available, which reduced working TAT for daily activities from 2-3 hours to 1-2 minutes
9. Built automated dashboards displaying multiple views, which helped/ helps a team track and monitored daily/ weekly/ monthly numbers
