Sankaranarayanan has over 9.5 years of experience in project management, business analysis, client relationship management, business operations, underwriting operations, claims management, and MIS reporting. He is proficient in requirement gathering, documentation, testing, and facilitating training. His experience includes roles at HCL Technologies, AEGON Netherlands, and ICICI Prudential Life Insurance where he managed teams, ensured process compliance, and achieved business and service targets. He is seeking a senior role in process operations, IT projects, or client relationship management preferably in the insurance or financial services sector.

1. SANKARANARAYANAN.S
India Mobile no: +91-9841897437 E-Mail: sanmak_5@yahoo.co.in
SENIOR CLUSTER/MANAGERIAL/ SENIOR ANALYST ROLE IN:
Process Operations (Insurance) and IT Project’s, Client Relationship Management
Preferably in insurance/ Financial Services sector, Service Industry
PROFILE SNAPSHOT
• A dynamic professional having over 9.5 + years of experience in:
Project Management Business/Data Analysis Client Relationship Management
Business Operations Underwriting Operations Escalations Management
Claims Management MIS Reporting Facilities Management
Claims Management UW/Operations Team Management
Revenue Generation Branch Operations Sales Coordination
• Capabilities in coordinating with internal / external customers for running successful business operations and
experience of implementing procedures and service standards for business excellence
• Resourceful at maintaining relationships with clients to achieve quality service norms by resolving their service
related critical issues
• Instrumental in deploying various methodologies to analyse various processes, recommending modifications to
minimize escalations, reduce rejection, realize operational efficiencies, control variability, costs & reduce cycle time
• Extensive experience in Underwriting, Policy Servicing and Claims Processing activities
• Well versed with the concepts of macro creation & link to the product definition
• Adept at managing long-term insurance claims, reassessing them regularly & making recommendations for the
settlement of the same
CORE COMPETENCIES
• Executing service standards and guidelines that serve as a benchmark for excellent service delivery thereby contributing
towards ameliorated service revenue generation
• Ensuring that the first line customer support is provided by getting all the issues resolved and ensuring minimum TAT
• Assessing the risks and applying appropriate premiums & conditions to the policies
• Managing customer centric operations & ensuring customer satisfaction by achieving delivery & service quality norms
• Maintaining cordial relations with customers to sustain the profitability of the business
• Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to
maximize customer satisfaction level
ORGANIZATION EXPERIENCE
Since Jul’ 2013 till date, HCL Technology, Indonesia as Business Analyst - Insurance Domain
Overall experience as a Business Analyst:
• Proficient in all phase of requirement management, including gathering, analysing, detailing and tracking requirements
• Experienced in documenting requirement using unified modeling language (UML) and also building process flow charts
using tools like Visio
• Have hands on experience change and defect management and UAT
• Strong understanding of various SDLC methodologies

2. • Excellent communication skills and adapt at facilitating walkthrough and training session
1) Current project: From November’2014 to till date, Allianz Indonesia, Jakarta
Project Profile: At Allianz Indonesia, there are many legacy systems existing for different lines of business. Whole objective
of the organization is to consolidate and integrate the legacy systems to one core policy administration system-OPUS
• Thoroughly studied the inherent systems to have a clear understanding of the business processes and associated system
workflow
• Conducted gap analysis to understand business models and additional functionality to be incorporated
• Conducted various session with the business users of different verticals for better understanding and refining the
requirement in coordination with multiple teams
• Clarified and prioritized requirements by conducting brainstorming sessions with stakeholders an subject matters experts
2) AEGON, Netherlands: AEGON Schade-Migration to Quinity Insurance SolutionFrom (January’2014 – October’2014)
Project Profile: The Quinity Insurance Solution (QIS) is a web-based, integrated policy and claims administration system
which has replaced the AEGON’s P&C Insurance existing Technology. AEGON has implemented QIS for products like Auto,
Home content and Liability Insurance product. This enables customers to buy products online and report claims online.
QIS (Quinity Insurance Solution):
• Strong understanding on the QIS application & its internal interfaces between external systems.
• Was the one point of contact for QIS Recurring activities (Daily, Monthly batch Process).
• Has been Instrumental on analysing & providing solution for the functional queries that arises during the product
configuration in QIS.
• Have identified the process gap by testing the application and shared the views with the development team for fixing the
same.
• Have assessed the application from User perspective to check the stability of the application without any Functionality
defects.
• Acted as an intermediary between the business and technical team, analysing competing business needs and developed
plans to implement the projects that support stakeholder objectives.
• Critically evaluated information gathered from the functional and technical standpoint to decompose high-level
information into detail and abstracted up low-level information to general understanding.
• Imparted Knowledge transfer on Functionality aspect to the technical team members.
3) AEGON, Netherlands: AEGON LIS (Life Informatie System) from (August 28th 2013-December 31st 2013)
Project Profile: AEGON Netherlands: HCL manages multiple policy administration of AEGON, new changes and new
enhancements are being taken care along with live production support. HCL is the single vendor for AEGON Netherlands
technology needs.
LIS (Life Information System)
• Acquired:
o Experience on SDLC cycle plus V model methodology followed in AEGON
o Sound understanding on the LIS components & internal interfaces between external systems
o Exposure to the defect prevention analysis as part of CAPA training provided during KT phase
o In-depth knowledge of Software Development Life Cycle (SDLC) methodologies like Waterfall, V-Model & Agile
methodology
o Understanding of concept of macro creation & link to the product definition

3. • Served as a part of BA cum testing team & engaged in regression testing as well as system testing
• Imbibed preparation of artifacts during course of KT session
• Worked as an intermediary between the business and technical team
• Evaluated competing business needs and conceptualized plans to implement the projects that support stakeholder
objectives
• Worked as DPA (Defect Prevention Analyst) for project to support Quality Centre on released workspace
• Imparted trainings to new joiners by giving functional and technical knowledge related to the project
Insurance Practice: HCL insurance practice team set up with purpose of providing solution support & working
alongside with Pre-Sales team to bring new business.
Key Deliverables: A portal to enable insurers to offer a full range of insurance products, services and resources
through a customer friendly online process.
Responsibilities:
• Carried out extensive research on the prevailing models in the market
• Collated inputs & output parameters of Top insurers who offers online products
• Assessed the overall flow of the solution available from functional point of view
• Involved in proposing the POC to the US geo specific existing clients
Feb’ 06 - Jul’13 with ICICI Prudential Life Insurance, Chennai Cluster as Manager - Customer Service & Operations
Role:
• Headed a team consisting of 12 direct employees and 2 outsourced employees
• Managed the escalated service request calls
• Gathered the customer feedback to enhance the service quality levels
• Ensured the adherenceof the underwriting norms for cases under written in the branch category of Health Insurance, Life
Insurance and Mortgage Reducing Loans Insurance Policies
• Allocated the pricing of the equitable rates for the risk identified in each life
• Ascertained the compliance requirements for the medical underwriting, financial underwriting, documentation, eligibility
requirements for re-insurance and AML documentation are fulfilled
• Liaised with the Central Processing team to coordinate the quality requirements to initiate and deliver the proposal policy
cycle
• Interfaced with the Associate Vice President on issues pertaining to Business, Grievance and Targets
• Served as single point of contact for all the death claims of the branch
• Trained the Sales Team during the new product launches and publication of revised underwriting guidelines
• Established the Doctors’ panel to support the business and maintaining a healthy relationship with the reputed medical
centers to address the medical requirements as per the policy terms
• Assisted the Branch Audit Team in process compliance and ensuring green rating for the branch
• Attained the monthly business and service targets
Highlights
• Established the team through various activities and initiatives to perform to their best
• Bestowed with the Tatva Award for right leadership & legendary customer service in 2012
• Instrumental in classifying the gap and stabilizing the existing processes
• Served as a part of designing various new processes
• Honoured with the Best Branch Award at Zonal Level in 2008 for the quality audits

4. • Significantly contributed in handling various projects of the company through competition tracking and feasibility analysis
• Received the appreciation from the top management for renewal collection & new business in 2009-10 via India Post
• Holds the distinction of managing Retention, Revival, Upselling & Cross selling - the duo core responsibilities
• Effectively managed to generate leads by 30% from walk-in clients of the Chennai Cluster
• Played a key role in collecting revenue premium worth Rs. 2.5 crores (quarterly) & customer retention of Rs. 1.5 crores
(monthly) through effective customer services
• Joined the company in Grade 1 (Executive cadre) & gradually promoted to Grade 3 (Cluster Manager Cadre)
PREVIOUS EXPERIENCE
Jul' 05 - Sep' 05 Glaxo Smith Kline India Ltd., Thiruvalla, Kerela Marketing Executive-Anti-biotic
EDUCATION
Bachelor of Pharmacy from AnnaMalai University, Tamil Nadu in 2005
TRAINING &CERTIFICATION
• Pursuing LOMA 290
• LOMA 280
ITSKILL
• Well versed with software like Life Asia, AS-400, CRM,Omni Docs,Pay Plus, Work Flows, MS Visio,QMF
SOCIAL ENGAGEMENT
• Involved in CSR activities
PERSONAL DETAILS
Date of Birth: 19th
December, 1983
Languages Known: English, Tamil &Kannada
Address: Akarshana Apartment, C401, Sri Sai Nagar, 1st
Main Road, West Tambaram, Chennai – 600045