Kingshuk Das

SPOC for A&H Claims

Lead Management Information System & Business Analytics

Leadership - Builds commitment to team, company, mission & customer through effective & frequent communications; promotes an environment of trust; fosters a respectful, energetic & positive work culture.

Validates the accuracy of data solutions delivered by subordinate staff, and ensures that staff follows data analysis and reporting best practices.

Reports - Schedule dashboard reports (daily, weekly, fortnightly, monthly, qtrly, half-yearly & yearly) to various internal and external customers. (SMT, Manager, Processing team, Customer and Regulator). TAT, VOC, Settlement ratio, Claim cost, Product analysis, user DPR analysis, STP, FTNR.

SMT presentation for reviewing monthly performance and other various important update/analysis to help to decide next course of action.

Achievement - Consistent settlement ratio in competitor market, Best in TAT for claim settlement, Improved C-SAT, VOC & NPS.

# Received award for achieving the honour of "Most Impactful Customer Service Journey" in 2018.

# "SEED" award for leadership in 2019.

Lead Business Process Improvement

Leadership - Develop business architecture using requirements such as scope, processes, alternatives and risks. Analyse business requirements and processes through document and workflow analysis. Conduct 5 level through functional, regression, user acceptance, integration, and performance to verify the requirements are met.

Development - System - A&H Claim and UW (Genesys),

Module - Customer Enrolment : Policy cloning, auto endorsement syncing, auto premium calculator, NIDB etc.

Claim Processing (NM, Medico & QC) : Self moving auto claim adjudication, Auto claim assignment, TPA Claim processing, Priority / Colour coded Claim dashboard, Claim authority matrix, Recovery, Penal Interest, Auto claim generation, Assisted claim processing, Claim risk and auto investigation trigger, Auto data capture through OCR and other 200+ process improvement developments

Customer & Provider Portal/App : Pre-auth request through portal, Provider, customer & Corporate Login model for claim document upload, status, Self-help model, NSP and Payment. IPO Mobile app, Travel App etc.

Achievement - Enrolment - 80% efficiency with 60% TAT reduction in policy enrolment.