VELLASAMY RAMAYA

• Lead 250+ staff across family underwriting, certificate servicing, claims, customer service, procurement, and property management.
• Own strategic planning, resource optimization, P&L monitoring, talent development, risk management, and regulatory compliance.
• Partner with the CEO and the Board on corporate strategy, market expansion, and transformation roadmaps.
• Drive business analysts and testers to deliver digital transformation, process improvement, and automation initiatives.
• Embed data-driven decision-making via KPIs and real-time operational dashboards; mentor direct reports, and build strong succession.

Selected Achievements:

• Launched a web sales tool enabling bancassurance partners to sell advisory products digitally.
• Drove automation and process improvements across the Certificate Servicing team, improving efficiency and accuracy.
• Enhanced Customer Portal features to deliver a better, more seamless customer experience.
• Launched a web sales tool enabling bancassurance partners to seamlessly sell advisory products, expanding digital distribution channels, and boosting sales efficiency.
• Automated and re-engineered workflows for the Certificate Servicing team, reducing manual effort and turnaround time, while improving service accuracy.
• Enhanced Customer Portal with new features and UI improvements, delivering a smoother experience, and driving higher customer engagement.

• Directed over 200 employees across claims, new business, and policy servicing to exceed performance targets.
• Designed and implemented strategies to grow new business while optimizing headcount and spending.
• Established KPIs/metrics, set operating strategies, and drove performance management cadence.
• Owned annual budgeting and cost control across the division.
• Led front-end development to automate new business submission processing, and expedited delivery with tech teams.
• Defined techno-commercial requirements and process flows for new product launches; business lead for the Alpha Project to migrate core to DXC IL and satellite systems.

Selected Achievements:

• Introduced digital policies and client notifications reaching approximately 99% of customers, saving millions in distribution costs, and strengthening engagement.
• Launched a secure, multi-policy online payment portal; shifted branches from cash collection to service hubs, reducing cash-handling risks and improving customer convenience.
• Deployed a rule-based underwriting engine that automates first-level screening, enabling a ~60% jet ratio issuance and scaling growth without additional resources.
• Led the design and launch of the Agency Sales Tool (Mobility), Malaysia’s first iPad-based platform for Takaful/Insurance, now empowering over 20,000 agents.
• Business Lead for PruBSN Claims System (RCS) transformation with PAMB; migrated legacy data, and delivered a modern claims platform (Go Live 2016).
• Spearheaded the Customer Portal implementation in 2018, driving higher self-service adoption and digital engagement.
• Drove automation and process re-engineering to reduce turnaround times and achieve consistently acceptable TAT across functions.
• Alpha Project Business Lead delivering IL product launch under DXC within three months (2018), accelerating speed to market.
• Business Lead for the OPTIMAL Project with DXC and PAMB, successfully migrating approximately 2 million certificates in one of Malaysia’s largest insurance data migrations (2018–2021).
• Led multiple project re-engineering initiatives, modernizing systems, streamlining operations, and boosting efficiency.

• Led a team of 10 business analysts, delivering end-to-end functional designs for new initiatives and products.
• Set goals, monitored performance and costs, and provided insights to maximize resource utilization.
• Coordinated closely with Applications for system integration testing, mentored the team, and built succession pipelines.
• Identified training needs and organized relevant development programs.

Selected Achievements:

• Delivered BNM TIS system gap clearing and critical core functionality.
• Key contributions across Badal Haji, ProSave (Phases 1/1.1), ILP (Phases 1/1.1), Salary Deduction revamp, Collection Matching automation, Autodebit/Credit Card revamps, and Suspense Management.

• Owned business requirements for new product launches: scoping, resource planning, impact assessment, and training.
• Led walkthroughs with system development and vendors; managed UAT, and operational readiness testing.
• Improved service quality to raise customer centricity, productivity, and efficiency; refined SLAs with vendors.
• Bridged communications between business support and operations; analyzed issues, and recommended cost-effective solutions.
• Developed and upskilled team capabilities; practice lead for Billing and Collection across the region.

Selected Achievements:

• Led multiple product system implementations for PruBSN Takaful Malaysia, and supported the greenfield setup within approximately three months.
• Resolved PruBSN BAU issues as Lead BA; led billing and collection for PruBase implementation across 11 countries.
• Supported ITIL/BS15000, BS7799 reassessment, and CMMI Level 3 pre-assessment; defined regional standard processes.

• Progressed from Clerk to Deputy Manager, leading Collections operations and continuous process improvements.