SUSHMA YADAV

• Managed the full tax compliance cycle, including preparation and filing of VAT returns, reconciling input and output VAT, and ensuring adherence to indirect tax laws.
• Prepared and reviewed Corporate Tax calculations, filed Income Tax Returns (ITRs) for both individuals and companies, and handled tax provisions and deferred tax matters.
• Handled documentation for Tax Residency Certificates (TRC) and supported international remittances through preparation of Form 15CB, Form 15CA, and Form 10F for DTAA claims.
• Ensured timely compliance with tax and accounting regulations while improving internal processes for better accuracy and efficiency.
• Maintained books of accounts, including passing journal entries, managing general ledgers, preparing trial balances, and finalizing financial statements.
• Provided advisory support on VAT, Corporate Tax, and international tax, ensuring compliance with relevant legal and regulatory requirements.
• Worked closely with other departments to assist in tax audits, regulatory filings, and reconciliation processes, ensuring precision and regulatory compliance.

• Handled escalated customer and partner complaints effectively.
• Coordinated grievance resolution between branches, the head office (HO), and nodal officers.
• Worked closely with Complaint Officers for decision-making on complex cases.
• Ensured adherence to IRDAI timelines for grievance redressal.
• Collected and analyzed data for grievance reports, root cause analysis, and corrective action plans.
• Created MIS reports and dashboards to track complaint volumes, resolution timelines, and regulatory escalations.
• Provided actionable insights to senior management on areas of improvement, such as policy updates, employee training needs, and product design issues.

Interdepartmental Coordination

• Handled day-to-day servicing activities, including policy endorsements (name change, address update, nominee update, etc.).
• Ensured accurate and timely updates in core insurance systems, like LifeAsia or equivalent platforms.
• Verified customer documents in line with KYC, and regulatory requirements.
• I guided junior team members and managed customer escalations effectively.
• Addressed premium-related issues such as missed payments, revival follow-ups, and premium redirection.
• Managed premium receipting and reconciliation processes.
• Resolved issues related to auto-debit failures, or NACH rejections.
• Collaborated with underwriting, claims, legal, IT, and customer service departments to resolve policy-related matters.
• Coordinated with bancassurance and agency teams to fulfill post-sale servicing requirements for customers.