Pooja Shetty
Summary
Detail-oriented and client-focused professional with extensive experience in administrative management, client relationship building, and stakeholder collaboration. Proven ability to manage high-volume workloads, resolve conflicts, and deliver exceptional service. Skilled in leveraging technology to streamline processes and improve efficiency. Adept at adapting to new environments and committed to continuous learning and professional development
Overview
18
18
years of professional experience
Work History
Senior Operations Manager
The Adviser Platform [TAP]
07.2023 - 09.2024
- Assessed and ensured compliance of new advisers joining the network
- Ensured onboarding expectations were met and communicated to advisers
- Facilitated seamless onboarding for new TAP network advisers
- Oversaw and confirmed efficient integration of advisers' domains with TAP CRM backend
- Oversaw data transfer of client files from existing CRM to TAP CRM
- Collaborated and trained Manila IT team for efficient data transfer, and led weekly training sessions for Manila team on new CRM updates
- Trained new advisers on bespoke TAP CRM and provided ongoing support
- Communicated data transfer deadlines to advisers effectively
- Resolved day-to-day issues for advisers, lenders, providers, and internal teams
- Reviewed new IT developments for accurate CRM updates
- Led CRM training sessions to ensure advisers understood new upgrades
- Facilitated adviser accreditations through liaison with mortgage lenders and insurance providers and facilitated adviser access to affiliated industry memberships
- Drafted regular mortgage newsletters
Compliance and Onboarding Specialist
Kiwi Adviser Network [KAN]
01.2022 - 07.2023
- Conducted due diligence for new advisers onboarding
- Facilitated advisers' understanding of timeframes and deliverables during onboarding process
- Managed individual FAP and adviser opportunities in Pipedrive CRM
- Identified process gaps and presented improvements for sign-off
- Identified and addressed conflicts of interest from criminal and credit reports
- Prepared essential documents and submitted adviser accreditations to lenders
- Partnered with advisers and lenders to manage unique cases
- Guided FAP directors through processes for Full Licence applications with the FMA
- Assisted FAPs and advisers in securing Professional Indemnity Insurance and Disputes Resolution Scheme coverage
- Facilitated monthly Board meetings, upheld accountability, recorded minutes, followed up on action points
- Developed comprehensive onboarding materials, enhancing overall employee comprehension and engagement.
Case Manager: Claims
Fidelity Life Assurance Company
10.2019 - 09.2021
- Promptly reviewed and assessed claims, ensuring accuracy against policy terms
- Managed large portfolio and mitigated ongoing risks
- Oversaw claim settlements and coordinated claimant return-to-work timelines
- Developed and presented claimant reintegration strategies to Claims and Complaints Committees
- Liaised with medical providers and external parties to facilitate claimant rehabilitation
- Implemented strategies to adjust payments and recover overpaid amounts
Mortgage Associate
iRefi Mortgages Limited
09.2018 - 09.2019
- Assisted in client consultations following discussions with mortgage adviser
- Gathered financial data and evaluated mortgage requirements
- Guided clients through mortgage application process
- Ensured compilation of necessary materials like credit reports and property details
- Verified client documents for compliance with applicable lending laws and privacy standards
- Managed end-to-end mortgage application process
- Delivered ongoing support throughout mortgage process, addressing client concerns
- Guided clients through loan structures, repayment terms, interest rates, and applicable fees
- Ensured compliance with Financial Markets Conduct Act and Anti-Money Laundering regulations
- Stayed informed of mortgage market updates and loan product changes to aid clients
Insurance Manager
iRefi Mortgages Limited
09.2017 - 09.2018
- Collaborated with business leaders and mortgage associates to streamline insurance processes
- Ensured compliance of life insurance sales with New Zealand's regulatory framework
- Ensured life insurance policies complied with company guidelines and legal standards
- Trained and educated mortgage associates on compliance requirements and ethical sales practices for insurance products, and created bespoke insurance presentations for mortgage associates' initial client meetings
- Educated mortgage associates on Financial Service Provider registration requirements
- Created weekly goals and oversaw insurance targets based on client volumes
- Developed and archived training videos for office staff
- Supported clients through claims, delivering timely updates and securing positive resolutions
- Improved and managed administration processes for efficient client support
- Developed effective strategies to boost insurance referrals for mortgage clients
Registered Financial Advisor (Broker for 6 different Insurance Providers)
PBS Advisers
01.2017 - 04.2017
- Supplied clients with comprehensive insurance quotes and clarifications
- Guided clients in choosing suitable products based on their needs and budget
- Identified opportunities to cross-sell additional insurance products and services
- Prepared needs and risk analysis reports for clients
- Developed tailored recommendations to meet client requirements and budget constraints
- Ensured clients were aware of policy changes and upcoming premium renewals
- Assisted clients with claims and addressed their queries effectively and efficiently
- Maintained accurate records of client interactions and product recommendations
- Stayed current on life insurance market changes, including new products and legislative updates
- Engaged in networking events to attract and secure potential clients
- Identified and secured new business in mortgage and insurance markets
- Participated in professional development sessions
- Conducted quarterly audits to identify gaps in clients' plans and suggest improvements
Registered Financial Advisor (Broker for 9 different Insurance Providers)
The Right Cover - Insurance and Mortgage Brokers
08.2015 - 09.2016
- Performed equivalent tasks as role at PBS Advisers
Sales and Service Consultant
Sitel
11.2014 - 07.2015
- Fostered strong customer connections adhering to NRMA brand principles, and generated insurance policy quotes and estimates for new and existing client needs
- Leveraged expertise in NRMA/SGIC/SGIO Home, Motor, and CTP Insurance to benefit customers
- Identified customer insurance needs to effectively upsell and cross-sell
- Updated key information in CRM to optimise existing insurance policies, and effectively multitasking in dynamic work environments
- Worked on claims team ensuring prompt, precise payouts during 2015 Australian floods
Analyst Solutions
WNS
02.2013 - 07.2013
- Created and coordinated sales collaboratives for potential client meetings
- Maintained and organised sensitive corporate client records
- Ensured repository information remained current through collaboration with business and external units
- Worked closely with Solutions team to identify gaps and produce sales collateral
- Supervised team of four, coordinating ongoing systems training and collaborative efforts
- Implemented performance review plans with mitigation steps for team members
- Ensured consistent team member development through training and team building
Trainee
NDML (NSDL Database Management Limited)
02.2012 - 10.2012
- Handled client queries for KYC Registration Agency process
- Supervised and generated around 600 client invoices per month via NDML KRA services
- Generated MIS reports monitoring postage expenses for confirmation letters sent abroad
- Matched MIS reports with IT reports to guarantee consistency
- Liaised with internal stakeholders to address discrepancies
BDM & Marketing
Mumbai Cricket Association
10.2011 - 02.2012
- Analysed and reviewed marketing strategies in line with company benchmarks
- Planned and implemented effective regional marketing campaigns
- Analysed marketing channels and compiled MIS reports
- Drove higher revenue in two successful print campaigns
Research Associate
Willis Processing Services India Pvt Ltd.
08.2010 - 07.2011
- Specialised in researching and reporting on renewable energy, focusing on solar, wind, and tidal
- Compiled sector, country, and company-specific reports
- Conducted in-depth data mining and utilised insights for systematic secondary research
- Gathered and summarised renewable energy insurance data for sales team
- Produced bi-weekly reports for offshore internal stakeholders
Senior Associate
WIPRO SALES SUPPORT GROUP (WSSC)
07.2006 - 12.2007
- Drafted company synopsis dockets aiding pre-sales team
- Directed team of 8, enhancing performance and professional development
- Monitored data integrity and ensured cleanliness of large databases
- Nominated for Feather in the Cap award after securing ESS deal
Education
Post-Graduate Diploma - Strategic Management
University of Waikato
Hamilton, New Zealand2014
Masters - Management Studies, Marketing
Orieental Institute of Management
Mumbai, Maharashtra, India2010
Bachelors - Commerce And Accounts
Bachelor in Commerce
Mumbai, Maharashtra, India2006
Skills
- Proficiency in financial software
- Client Relationship Management
- Emotional Intelligence
- Stakeholder Collaboration
- Interpersonal Communication Skills
- Proactive service management
- Detail Orientation and Accuracy
- Conflict Management
- Adaptability and Flexibility
- Client Relationship Management
- Cultural Awareness and Sensitivity
- Administrative Efficiency
- Proactive Problem-Solving
- CRM Proficiency
References
References available upon request.
Other work experiences:
On Request
Timeline
Senior Operations Manager
The Adviser Platform [TAP]
07.2023 - 09.2024
Compliance and Onboarding Specialist
Kiwi Adviser Network [KAN]
01.2022 - 07.2023
Case Manager: Claims
Fidelity Life Assurance Company
10.2019 - 09.2021
Mortgage Associate
iRefi Mortgages Limited
09.2018 - 09.2019
Insurance Manager
iRefi Mortgages Limited
09.2017 - 09.2018
Registered Financial Advisor (Broker for 6 different Insurance Providers)
PBS Advisers
01.2017 - 04.2017
Registered Financial Advisor (Broker for 9 different Insurance Providers)
The Right Cover - Insurance and Mortgage Brokers
08.2015 - 09.2016
Sales and Service Consultant
Sitel
11.2014 - 07.2015
Analyst Solutions
WNS
02.2013 - 07.2013
Trainee
NDML (NSDL Database Management Limited)
02.2012 - 10.2012
BDM & Marketing
Mumbai Cricket Association
10.2011 - 02.2012
Research Associate
Willis Processing Services India Pvt Ltd.
08.2010 - 07.2011
Senior Associate
WIPRO SALES SUPPORT GROUP (WSSC)
07.2006 - 12.2007
Post-Graduate Diploma - Strategic Management
University of Waikato
Masters - Management Studies, Marketing
Orieental Institute of Management
Bachelors - Commerce And Accounts
Bachelor in Commerce
Similar Profiles
Uttam V. DalbhagatUttam V. Dalbhagat
Area Sales Manager at Equity Capital Adviser India Pvt LtdArea Sales Manager at Equity Capital Adviser India Pvt Ltd
Anina KrugerAnina Kruger
Short Term Representative at Theo Van Niekerk Financial AdviserShort Term Representative at Theo Van Niekerk Financial Adviser
Manoeel TomenaManoeel Tomena
Senior Accountant at ACCOUNTANTS & TAX ADVISER PTY LTDSenior Accountant at ACCOUNTANTS & TAX ADVISER PTY LTD