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Role Players 2024

Pooja Verma

CVP - Customer Experience & Grievance Redressal Officer
Canara Hsbc Life Insurance

21+ years of deep experience in financial services with a strong background in areas such as customer experience, digital transformation and risk management. Proven track record of managing and optimizing back office functions, enhancing operational work flows and implementing technology solutions across the customer life cycle in dynamic market environments. Adept at building client & vendor relationships and providing tailored solutions for optimal business outcomes. Strong analytical skills coupled with extensive knowledge of regulatory compliance and grievance management.

Acting as Grievance Redressal Officer (GRO) Insurance Regulator (IRDAI) and Nodal officer for Public Grievance Redressal - Govt of India. Spearheading Operations and Grievance related matters in internal Sales Quality and Governing Board meetings with Distribution partners. Proficient in overseeing complex operations, implementing efficiency initiatives. Systematic problem solving ability coupled with excellent communication skills for effective cross functional collaboration.

Expertise in setting up and managing key functions like Inbound and outbound call centers, Grievance management and backend operations-policy servicing, banking operations.
Expertise in transforming customer experience through digital strategies. Skilled in leveraging emerging interactions, UX design and data analytics to enhance online transactions. Well versed at navigating the evolving digital landscape and aligning initiatives with business objectives to achieve measurable results.