Pooja Deshmukh

▪ Performed service request validation, risk assessment, AML/compliance checks, and data verification to ensure adherence to regulatory, security, and data protection requirements. ▪ Managed Incident & Service Request Management, handling member, broker, and advisor queries related to application errors, portal issues, data changes, and system-related incidents. ▪ Supported Change Enablement by executing controlled data/process changes, validating fund switches, managing exceptions, and ensuring accurate implementation. ▪ Managed complex service requests and escalations, coordinating with Legal and internal stakeholders to resolve exceptions within defined service and quality standards. ▪ Applied Problem Management and RCA to identify recurring issues, implement corrective actions, and reduce repeat incidents and process failures. ▪ Monitored SLA, quality, compliance, and service performance metrics, preparing dashboards and management reports to support service governance. ▪ Supported Knowledge Management and Service Assurance through team mentoring, PKTs, process guidance, quality audits, and structured feedback. ▪ Contributed to Continual Improvement by identifying process gaps, analysing trends, and implementing improvements to enhance service quality, accuracy, and operational efficiency.

▪ Managed service delivery and process governance for a 12-member team, ensuring adherence to SOPs, client controls, quality standards, and defined SLAs. ▪ Coordinated work allocation, service requests, escalations, and stakeholder communications, providing floor support and resolving process/system issues to maintain service continuity. ▪ Monitored service performance, SLA metrics, quality trends, and operational risks, producing management dashboards and reports to support governance and informed decision-making. ▪ Supported Knowledge Management and Continual Improvement through training, process updates, complaint analysis, RCA, calibration, and implementation of corrective actions arising from process or policy changes.

▪ Managed end-to-end claims processing operations, validating claim information, documentation, liability, and financial details to ensure accurate and timely outcomes. ▪ Coordinated with third-party insurers, solicitors, and legal stakeholders to resolve disputes, negotiate settlements, and drive timely cost recovery. ▪ Handled customer queries and service requests via email and phone, ensuring compliance with regulatory, process, quality, and customer service standards. ▪ Maintained accurate case records and documentation using OmniDocs and Audatex, ensuring data integrity, workflow tracking, and timely claim closure.

ITIL® Foundation (Version 5)

Axelos

(APA)Accredited Product Adviser

The Insurance Institute of Ireland (IOB)