Insuretech Connect Asia 2023

Sonali Verma

Sonali Verma

Head, Digital, CX and Innovation, Regional Bancassurance, Manulife
In her current role at Manulife Financial for Asia, Sonali is responsible for creating and consolidating experience frameworks across the Bancassurance business with a specific focus on digital experiences. This includes building next-in-class large insurers&rsquo customer experience infrastructure across Asia by leveraging innovation principles, analytics and insight, and setting and driving key performance indicators. Sonali is also responsible for a SGD100M fund that drives investment in making insurance available for all. Prior to joining Manulife, Sonali worked at Citibank Singapore for almost nine years. She launched and led key initiatives where her team embedded the &lsquoClient Excellence&rsquo philosophy across Citibank Singapore. During her tenure, Citibank was ranked number one in the category in CSISG, an index compiled by the Singapore government to gauge client satisfaction scores across various industries. Sonali Verma over has 20 years of rich experience in organizational operations, service and customer experience. She has worked in leadership and senior management roles with large global organizations helping them in identifying and deploying appropriate solutions for improving client impacting processes. Sonali lives in Singapore with her husband and 2 daughters, who are avid single handicap golfers. Sonali prefers to read and cook instead.