Surya dev Tiwari

Accenture

Jan 2026 - May 2026 • 0.3 yrs

Overseeing daily KT  Managing risk and compliance in respect to daily BAU  Performing RCA of the team.  Reporting to tower lead with all the requirements set by the client for smooth function.  Ensuring SOP’s are updated and kept under proper channels with expected standards as per FCA and local laws.  Looking after shrinkage, daily performance, sla and KPI’s for a group of 35 people. Led a team of 30+ agents for LOB such as policy enquiry, surrenders and retirement.  Monitoring daily volume, performance, SLA and KPI’s  Submitting SOD and EOD reports for 4 LOB’s.  Looking after team’s attrition, shrinkage etc.  Capacity planning and management for a team of 30+ agents.  Interacting with client on daily, weekly and monthly basis on LOB performance, quality compliance and SLA management.  Provide support to immediate LM on calls and reports.  Daily team meeting on performance and action plan for the day.  Performance management on weekly and monthly basis for a team of 30+ agents and provide feedback if any.

Accenture

Jan 2026 - May 2026 • 0.3 yrs

Tata Consultancy Services (TCS)

Sep 2012 - Jan 2026 • 13.3 yrs

Defining Insurance, Pension and Power of attorney. Analysing policy servicing, Enquiry, retirement quotation, surrender quotation and Claim Authorization. Served as subject matter expert policy servicing, Enquiry, retirement quotation, surrender quotation and Claim Authorization. Compiled report adhering to and maintaining the company’s standard, addition to performing quality analysis. Apart from this I have received and processed inbound customer documents, in conjunction with varied services request. Handled customer queries and grievances, which included understanding their issue first hand, by adopting a friendly and helpful approach. Allocate and updates standard operating procedure. Quality checking in operation for Death Notification, Death Claim and Death Claim Authorization. Quality checking in operation for UK Pension Life Policies. Team Leadership, Sourcing Methodology Knowledge, Financial management, Negotiation Strategy, Self Confidence, SCM, Process management. Well versed with Defined contribution, Defined benefit, Insurance accounting etc. Participating in Project planning for resource management.  Set clear objectives, priorities, and expectations and Motivate team members and promote a positive work environment.  Serve as the main point of contact between team members and upper management.  Ensure timely and effective communication of updates, issues, and decisions.  Facilitate team meetings and one-on-ones and Delegate tasks based on team members’ strengths and workload.  Monitor performance and provide constructive feedback and Support professional development and training.  Track progress of tasks, deliverables, and team KPIs and Identify roadblocks and implement solutions.  Ensure deadlines and quality standards are met and address conflicts, challenges, or performance issues promptly.  Make decisions or escalate issues as needed and promote a problem-solving culture within the team.  Participate in project planning and resource allocation and Coordinate schedules and workflow to optimize efficiency and align team output with organizational objectives.

Tata Consultancy Services

Sep 2012 - Jan 2026 • 13.3 yrs