This document summarizes the candidate's work experience and qualifications. He has over 6 years of experience in customer service, operations, and quality assurance roles in the insurance industry. His previous roles include senior quality analyst at Ernst & Young, where he performed quality measurements and identified process improvements. He also worked as a customer service and operations associate at ICICI Prudential Life Insurance, where he handled underwriting, claims processing, and customer grievances. The candidate holds an MBA and postgraduate certificate in project management, and has experience with SQL, MS Office, and insurance applications.

1.  6.5 years of rich experience in the areas of Customer Service and Operations, Business
Development, Client Servicing, Claims Settlement in Insurance, KYC/AML Compliance.
 Proficient in managing insurance operations, sales operations, building relationship with
clients & achieving desired goals.
 Hands on experience and knowledge on the various core Insurance applications like
AS400/Life Asia, URMS, FMS etc.
 Proficient in the use of MS Office applications - Excel, PowerPoint and basic knowledge of
SQL.
 Possess excellent communication, relationship management, and team building skills with
dexterity in mentoring and managing teams.
Professional Experience – Summary
Ernst & Young (EY), Kochi November` 13 -
Designation: Senior Quality Analyst
Responsibilities handled
 Independently perform quality measurement for assigned processes.
 Communicate and reports quality data, issues, non-compliance, process gaps through audits
and measurements.
 Ensure that all measurements are carried out in accordance with the process documentation,
report documentation errors, updates as necessary on timely basis.
 Participate in cross training initiative, share practice.
 Participate in the resolution of disputed errors with operations and escalate as and when
required.
 Collate and analyse performance data and charts against defined parameters
 Analyse data such as CSAT, quality accuracy, timelines, productivity and utilisation and
provide input for process improvement and standardisation. Suggest process improvements
and automation
 Identify on going issues that affect the process and provide support to implement process
control
 Analyse trends, KPIs of product line and signal variations
 Participate in calibration with operation team and business partners
 Identify oppurtunities to share/adopt process standardisation across EY offices
James Thomas
‘Mayura’
Opp. St. Augustine’s H.S,
Judges Avenue, Kaloor
Kochi – 682017, Kerala
India
Mobile: +919567285363
Email: jamesthomas.ib@gmail.com
Profile

2.  Provide oppurtunity to others, share best practises, develops self and team members
 Review improvement ideas and guide team to implement them
 Contribute ideas and opinions to the team and listen and respond to the teams views.
ICICI Prudential Life Insurance Co. Ltd. February’ 07 – August’ 10
Designation: Customer Service & Operations Associate
Responsibilities handled
 Setting out quality standards for various operational areas, ensuring a high –quality customer
experience while adhering to the SLAs and work processes.
 Co-ordination with sales and finance department for resolving customer grievances (Internal
and External).
 Managing the customer centric operations and ensuring customer satisfaction by achieving
delivery / service quality norms.
 Underwriting insurance application forms and decision making for issuance.
 Co-ordination with Head office for resolving discrepancies & issues in policy issuance.
 Financial Reconciliation, Claims Servicing and Administration co-ordination.
 Adhering to Audit & Compliance parameters, Maintaining MIS, Analyzing Data requirement
for developing new lines of business.
 Identifying Process gaps responsible for process rationalization & system integration.
 Instrumental in requirements gathering, analyzing business requirements, process initiations.
 Imparting Training to Corporate Agents & Brokers on process changes.
Anjiparambil Corporation, Kochi March`06 - February’07
Designation: Accounts Executive
Responsibilities handled
 Collect and analyze data to detect deficient controls, duplicated effort, extravagance, fraud, or
non-compliance with laws, regulations, and management policies.
 Inspect account books and accounting systems for efficiency, effectiveness, and use of
accepted accounting procedures to record transactions.
 Adhering to Audit & Compliance parameters, Maintaining MIS, Analyzing Data requirement
for developing new lines of business.
 Review data about material assets, net worth, liabilities, capital stock, surplus, income, and
expenditures.
 Instrumental in requirements gathering, analyzing business requirements, process initiations.
 Prepare detailed reports on audit findings

3. Quality Assurance and reporting
 Provide data and interpretation of measurements and audits, written
communication and oral presentation
 Present monthly audit findings to operations with various reports and
presentations, perform root cause analysis and identify gaps
 Share findings from measurements and audits to operationin right
perspective
 Analyse measurement, audit and survey reports identify gaps and
suggest process improvements
 Assist in the management of work through efficient utilisation
Underwriting and Risk management
 Underwriting Life Insurance application and evaluating Risk & Risk
classification using Life Asia applications.
 Formulating Life insurance proposals.
 Examine documents to determine degree of risk from such factors as
applicant financial standing and value.
 Achieving high scores in UW Hind sighting.
Financial Reconciliation
 Processing cheque bounces and day-to-day financial reconciliation
along with preparation of branch reconciliation Statements.
 Preparing premium suspense and company suspense reports,
 Investigating and resolving discrepancies or issues identified during
the reconciliation.
 Identifying and responding to instances of actual or potential non-
compliance with regulations.
KYC / AML Compliance
 Ensure that due diligence is performed to comply with “Know Your
Customer” regulations.
 Develop expertise in the Firm’s Anti Money Laundering/Customer
Identification due diligence policies.
 Verify and obtain documentation as necessary and update firm’s
records
 Produce, review and action exception reports.
 Ensure compliance, operational risk controls in accordance with
ICICI Prudential or regulatory standards and policies
Customer Service
 Handling Customer Service and executing the duties as Coordinator
for South Kerala which includes 4 branches and 14 spoke locations.
 Achieving Six Sigma & high QOC Scores (Quality of Closure) in
Customer Service
 Conducting internal audits on Quality of Closure of Complaints for
identifying & rectifying process gaps and risks.
 Empanelling hospitals across the locations & conducting training
across South Kerala on Doctor Management.
Key Performance Areas

4.  Achieved Howzat Award (Pan India) for implementing control parameters for compliance of
audit parameters at branch level
 Achieved Striker of the Month Award (Pan India) for outstanding performance.
 Consistently selected to handle difficult issues in customer service and successful resolutions
provided.
 Elected Chairman (Talentime 2012) School Of Management Studies, Cochin University Of
Science And Technology (CUSAT).
 Improved the process of underwriting at the branch by suggesting changes to the existing
system and integrating new ideas into the current system. This suggestion vastly improved
user comfort while using the automated underwriting tool and reduced the effort and man-
hours consumed to perform the task of underwriting even while dramatically decreasing the
possibility of errors.
 Worked on a project to streamline financial transactions at the branch level in order to utilize
time and resources more efficiently. End result was a new process that was faster, required
lesser man-hours and had a lesser percentage of users induced errors in performing financial
transactions.
Achievements - Summary
Projects Undertaken
General Information
Post Graduate Program Master of Business Administration (MBA), Cochin University Of
Science And Technology (CUSAT) (2013)
Graduation Bachelor of Commerce (B.Com), Mahatma Gandhi University (2006)
Certification Post Graduate Certificate in Project Management, IGNOU (2012)
Date of Birth 21-09-1985
Languages English, Hindi, Malayalam