Summary
Overview
Work History
Education
Skills
Key Achievements And Awards
Personal Information
Projects And Initiatives
Timeline
Generic

Ankur Tandon

Customer Engagement, Renewals, Persistency Operations and Service Delivery
Pune

Summary

Professional leader with extensive experience in strategic planning, team management, and operational efficiency. Known for strong focus on collaboration and achieving results. Skilled in communication, problem-solving, and adapting to changing needs. Ready to drive success and innovation in national capacity.

Overview

23
23
years of professional experience
4
4
years of post-secondary education

Work History

DVP and National Head for Renewals & Persistency

Bajaj Allianz Life Insurance Co. Ltd
Pune
09.2023 - Current
  • Leading the Renewals and Persistency unit to optimize customer retention and renewals.
  • Formulating and executing strategies to maximize policy renewals and persistency ratios across channels and product lines in alignment with IRDAI guidelines.
  • Managing renewals to ensure high persistency and customer retention.
  • Utilizing analytics and MIS for continuous improvement in renewals and persistency.
  • Ensuring compliance with process and technology guidelines and timely reporting.
  • Managing and leading a team to achieve renewals and persistency goals.
  • Driving enablement through Autopay and online payments for improved customer experience.

AVP and National Head for SETU (Centralized Seller Enablement and Support Desk for Multiple Channels)

Max Life Insurance Co. Ltd.
Gurgaon
10.2022 - 08.2023
  • Virtual Desk Set Up Centrally to manage all New Business-related queries from Sellers across Channels (Agency and Axis Bank).
  • Support Sellers for Initial Log In, Pre-Login Queries.
  • Underwriting Support to Sales Team.
  • Technical and Digital Enablement for distribution.
  • Reduction of Business Leakage and Underwriting Decline cases.
  • Increase the take up of Digital Assets across the distribution and field teams.
  • Collaboration with relevant departments at home Offices to impact channel level outcomes of new business like Applied to Paid, Insta FR, FTR, Protection Business and M0 and M1 issuance.

Zonal Operations Head (AVP) North 1 & 2

Max Life Insurance Co. Ltd.
Gurgaon
05.2018 - 08.2023
  • Managing Branch Operations & Teams for excelling business targets, service delivery metrics & service to sales/recruitment targets.
  • Handle Agency Collections and 13th & 25th month persistency for the Zones.
  • Working on improvement of Quality of Business vectors (GIR, CDR, B Leakage & Issuance TAT).
  • Increasing process productivity & increasing staff efficiency back-up management.
  • Monitor New Business processing, Banking, Claims request, Customer Service & Retention, Renewal Collections & Service 2 Sales.
  • Efficiently ensuring customer centric operations and identify areas for improving and enhancing customer service initiatives through implementation of feedback received from them; successfully handle escalated issues.
  • Ensured top two bucket rating in C-Sat/D-Sat surveys, NPS Scores for branches and Walk IN.

Zonal Operations Head (Chief Manager) Axis Bank Relationship North

Max Life Insurance Co. Ltd.
Gurgaon
01.2017 - 08.2023
  • Managing 7 Operations Hubs & Circles for excelling business targets, service delivery metrics.
  • Handle Persistency parameters for Zone (13th Month actuarial and block wise).
  • Interacting with distributor bankers on driving key parameters like Business leakage, Issuance, Persistency, Customer service.
  • Monitor New Business processing, Banking, Claims request, Customer Service & Retention, Renewal Collections.
  • To drive the key agendas of Customer on boarding, E App/Mapp take up rate in the zone.
  • Have driven key projects on reducing grievance incidence rate under E2R for the Zone & improving 14M Block persistency.

Regional Customer Service Head (Sr. Mgr./Chief Mgr.) Pjb, HP and JnK Region.

Max Life Insurance Co. Ltd.
Chandigarh
10.2008 - 12.2016
  • Managing Branch Operations & Teams for excelling business targets, service delivery metrics & service to sales/recruitment targets.
  • Handle Agency Collections and 13th month persistency for the region.
  • Increasing process productivity & increasing staff efficiency back-up management.
  • Monitor New Business processing, Banking, Claims request, Customer Service & Retention, Renewal Collections & Service 2 Sales.

Deputy Manager - Customer Relations (Punjab)

Max Life Insurance Co. Ltd.
04.2006 - 04.2007
  • Coordinating the activity of collecting maximum renewal business in Punjab Monitoring & Implementation of plans to further improve the unit’s performance against deliverables.
  • Handling a team of CROs of all Punjab Locations.
  • Coordinating and driving a team of Business Partners (Call Center) and providing them update on their achievement on weekly basis.
  • MIS generation on weekly and monthly basis to track the progress of the collection status.
  • Attending to all Complains, Queries, POS, claims for all the customers falling into Local Service Area.

Asst Manager – Customer Relations (Chandigarh)

Max Life Insurance Co. Ltd.
04.2005 - 04.2006
  • Coordinating the activity of collecting maximum renewal business in Chandigarh.
  • Handling the entire portfolio of Direct Customers of the region.
  • Coordinating and driving a team of Business Partners (Call Center) and providing them update on their achievement on weekly basis.
  • MIS generation on weekly and monthly basis to track the progress of the collection status.
  • Attending to all Complains, Queries, POS, claims for all the customers falling into Local Service Area.

Customer Relationship Officer

Max Life Insurance Co. Ltd.
11.2003 - 04.2005
  • Attending to all Complains and Queries for all such High-Profile Customers of Chandigarh.
  • Renewal Target Achievement & Ensure retention of Direct Customers.
  • Implementation of various MIS, which helps in smooth tracking of the entire process of logging complaints and queries of the customers.
  • Lead Generation by promoting fresh business to all such High-Profile Customers.

Customer Relationship Executive

HFCL INFOTEL LTD
10.2002 - 11.2003
  • Company Overview: The company is a leading Telecom solution provider in Punjab.
  • Responsible for handling high priority, top revenue generating (flagged) accounts forwarded from HO and taking steps to enhance revenue generated from these accounts.
  • New Sales, Collections and fault resolution for these key accounts.
  • Helping the organization & retention of probable disconnections.
  • Evaluating sales opportunities in the region and developing marketing / sales strategies.
  • Responsibilities for effective complaint resolutions.
  • The company is a leading Telecom solution provider in Punjab.

Education

Post Graduate Diploma - E comm. And Internet Applications

APJ College of Fine Arts GND Univ
Jalandhar
01.2000 - 01.2001

Bachelor of Commerce - Marketing, Business Law & Taxation, Economics

DAV COLLEGE Guru Nanak Dev Univ
01.1997 - 01.2000

XIIth - undefined

CBSE

Xth - undefined

CBSE

Skills

Data & Quality Analysis

Operations Management

Process Enhancements

Reports & Forecasts

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Key Achievements And Awards

  • Member of ASQ Award Winning Quality Projects for FY’22 and FY’20
  • Annual awards of Axis Top Zone with highest Improvement in CDR and GIR Scores (2018-19)
  • Winner of Project of Year - Best Green Belt Project (04/2018)
  • Winner of Field Ops Annual award (Oscar) for Best Region - CTA score (16-17)
  • Winner of Field Ops Annual award (Oscar) for Best Zone in GO Actionable TAT (16-17)
  • Winner of Team Excellence Award (01/2011)
  • Winner of Prestigious Six Sigma Project of Year Award (10/2010)
  • Winner of MNYL Cultural Ambassador Award in MNYL (2005,06,07)

Personal Information

  • Date of Birth: 03/10/78
  • Marital Status: Married

Projects And Initiatives

  • SETU, 2022, Theme Leader, To improve the productivity of CET team in the field, by identification and removal of NVA being done, identify gaps in seller enablement and fulfill by Digital Solves, besides working on overall employee engagement.
  • F2R, Champion, Freelook to retain which helped to improve the retention %age of Freelook cases and further helping revenue enhancement for organization.
  • E2R, 2022, Champion, Launched to maximize retention of mis selling cases and reduction in overall GIR (Project WON Silver on ASQ and Gold in POY).
  • Improvement in 15M Persistency for North Zone Axis Bank Channel, Project Leader (Black belt)
  • S200S, Team Member, Leading to revenue and sales of 200 Crs.
  • ASQ Winning Projects for Maxlife, 3
  • POY Awards at Max Life, 3

Timeline

DVP and National Head for Renewals & Persistency

Bajaj Allianz Life Insurance Co. Ltd
09.2023 - Current

AVP and National Head for SETU (Centralized Seller Enablement and Support Desk for Multiple Channels)

Max Life Insurance Co. Ltd.
10.2022 - 08.2023

Zonal Operations Head (AVP) North 1 & 2

Max Life Insurance Co. Ltd.
05.2018 - 08.2023

Zonal Operations Head (Chief Manager) Axis Bank Relationship North

Max Life Insurance Co. Ltd.
01.2017 - 08.2023

Regional Customer Service Head (Sr. Mgr./Chief Mgr.) Pjb, HP and JnK Region.

Max Life Insurance Co. Ltd.
10.2008 - 12.2016

Deputy Manager - Customer Relations (Punjab)

Max Life Insurance Co. Ltd.
04.2006 - 04.2007

Asst Manager – Customer Relations (Chandigarh)

Max Life Insurance Co. Ltd.
04.2005 - 04.2006

Customer Relationship Officer

Max Life Insurance Co. Ltd.
11.2003 - 04.2005

Customer Relationship Executive

HFCL INFOTEL LTD
10.2002 - 11.2003

Post Graduate Diploma - E comm. And Internet Applications

APJ College of Fine Arts GND Univ
01.2000 - 01.2001

Bachelor of Commerce - Marketing, Business Law & Taxation, Economics

DAV COLLEGE Guru Nanak Dev Univ
01.1997 - 01.2000

XIIth - undefined

CBSE

Xth - undefined

CBSE

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