Muhammad Danish Surya

Lead a team of 25+ professionals in end-to-end payout operations, managing high-volume financial transactions including early policy withdrawals and maturity settlements for unit-linked investment products.
People Management & Team Development:
• Lead, coach, and mentor 25+ professionals, fostering an inclusive, high-performance culture focused on customer-centric outcomes.
• Reduced onboarding and training time by 25% through structured performance evaluations and career development plans.
Operational Management, Technology & Process Excellence:
• Spearheaded end-to-end development and launch of a customized CRM solution unifying customer service and sales operations, integrating Task Management, Complaint Module, Call Forms, and Lead Management System synced with agent mobile app.
• Developed MIS and interactive Dashboards to track TAT and call center metrics, enabling data-driven decision-making.
• Directed rollout and optimization of ERP system (COREAPP+), enhancing system controls, reporting transparency, and operational efficiency.
• Automated premium collections via multiple payment gateways, enhancing cash flow and customer convenience.
• Spearheaded Internal Quality Assurance initiatives, auditing four key functions to enhance control effectiveness.
• Served on working committee for SECP-initiated "Policy Locator" project – industry-wide SMS service enabling beneficiaries to trace deceased relatives' policies. Liaised with vendor, SECP, and IAP; championed budgeted rollout strategy for sustainability.
Product Launch Coordination & Cross-Functional Leadership:
• Serve as Secretary of Product Management Group, providing operational insights, overseeing UAT for 5+ new products (Unit Linked, Term, Hospitalization, Endowment), achieving 20% faster policy issuance.
• Finalize customer-facing brochures and validate operational workflows ensuring seamless journey from application to settlement.
• Corrected critical discrepancy in "Salary Protection Plan" brochure, preventing customer confusion and ensuring regulatory compliance.
Customer Engagement & Value Realization:
• Build customer partnerships by actively managing customer health. Led service and claims teams, improving query resolution time by 30% through new CRM.
• Achieved 80% customer satisfaction in annual surveys, directly impacting retention and loyalty.
• Designed and implemented Instant Redemption Module, digitizing workflows to accelerate investment settlements for policyholders.
• Develop tailored service strategies for high-net-worth clients, improving retention.

• Manage overall operations of the department.
• Coordinate with Conventional and Takaful branches to resolve queries related to proposal/requirement processing.
• Provide support to branches for speedy completion of requirements.
• Coordinate with SECP for updating information related to unsuccessful proposals through CISSII.
• Provide underwriting support to other departments.
• Senior member of the Departmental Underwriting Audit for New Business and Bancassurance Departments.
• Supervise underwriters for completion of Fresh Proposals, Medical and Non-Medical underwriting.
• Across the department coordination and involved in system and software development.
• Authorized to issue standard medical cases and give decision on sub-standard cases of up to 50% extra mortality and 8 Million sum at risk.
• Authorized to issue insurance applications of up to Rs. 10 Million.
• Authorized to Sign insurance policies up to Rs. 15 Million.
• Authorized to refund cancelled, postponed and declined premium of up to Rs. 100,000 API.
• General Secretary of Social Club. Coordinate with external auditors for conducting process audits.
• Process holder for income estimation of high profile clients through third party consulting firms.
• Member of Product Implementation Team.