Role Overview
Maximising Operations Efficiency
Maximising Operations Efficiency
Managed and helped improve the core policy management system at an InsureTech startup. Also worked on optimising customer flows using insights from data analysis across three countries, and carried out UX experiments to improve internal efficiency.
A snapshot of the improved policy management system I designed
Overview
Worked at a rapidly scaling InsureTech startup to enhance and maintain their policy management system. Here I:
Managed an external development team and internal stakeholders to address operational challenges in the policy management system. Decreased customer requests’ time to resolution by 35%.
Led the development, launch, and upkeep of an enhanced internal request escalation process resulting in significant performance enhancements. Decreased internal response time of requests by up to 20%.
Redesigned several flows of the internal system, for instance a better ‘policy history view’ which enabled customer operations to access policy data more efficiently, saving on a lot of extra clicks and loading time.
Being a confidential internal project, I cannot share visuals or detailed information in a case study. However, feel free to reach out if you would like to know more!
Overview
Worked at a rapidly scaling InsureTech startup to enhance and maintain their policy management system. Here I:
Managed an external development team and internal stakeholders to address operational challenges in the policy management system. Decreased customer requests’ time to resolution by 35%.
Led the development, launch, and upkeep of an enhanced internal request escalation process resulting in significant performance enhancements. Decreased internal response time of requests by up to 20%.
Redesigned several flows of the internal system, for instance a better ‘policy history view’ which enabled customer operations to access policy data more efficiently, saving on a lot of extra clicks and loading time.
Being a confidential internal project, I cannot share visuals or detailed information in a case study. However, feel free to reach out if you would like to know more!
Approach
I wore a lot of hats in this role. The common elements in all were ownership and communication, but my approach differed according to the job. Highlighting my main roles:
Product Owner of the current core backoffice: Managed the backlog of the current policy management system along with an external development team based overseas. This required constant communication from the operations team on what needs to be built/modified/removed, as they were our primary users.
Product Designer of internal systems:
As the sole designer in the internal products team, I worked on improving the current systems. This included wireframing, utilising the design system to make high fidelity screens, usability testing with internal users, and collaborating with the dev team to execute.Product Analyst for customer facing teams:
As a product analyst, I helped improve customer experience. For example, analysing customer behavior in our funnels to optimise and improve conversion.
Approach
I wore a lot of hats in this role. The common elements in all were ownership and communication, but my approach differed according to the job. Highlighting my main roles:
Product Owner of the current core backoffice: Managed the backlog of the current policy management system along with an external development team based overseas. This required constant communication from the operations team on what needs to be built/modified/removed, as they were our primary users.
Product Designer of internal systems:
As the sole designer in the internal products team, I worked on improving the current systems. This included wireframing, utilising the design system to make high fidelity screens, usability testing with internal users, and collaborating with the dev team to execute.Product Analyst for customer facing teams:
As a product analyst, I helped improve customer experience. For example, analysing customer behavior in our funnels to optimise and improve conversion.
Testimonials from Insify
I've worked with Tanai during the last months here at Insify. He has shown he can take ownership of highly complex systems, managing backlogs, prioritising issues and by doing so tremendously helping our operations team. Apart from that he's shown eagerness to problem-solve challenges in the company even outside the product team. I can vouch for his analytical skills, growth potential and great vibe as a team member.
I've worked with Tanai during the last months here at Insify. He has shown he can take ownership of highly complex systems, managing backlogs, prioritising issues and by doing so tremendously helping our operations team. Apart from that he's shown eagerness to problem-solve challenges in the company even outside the product team. I can vouch for his analytical skills, growth potential and great vibe as a team member.
Got a challenge for me?
Got a challenge for me?
I would love to connect!
I would love to connect!
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© Tanai Mathur 2024