Kalpana Shinde
Operation Manager
Virar
Summary
Exploring opportunities to apply extensive experience in a challenging career environment, where strong communication, project management skills towards supporting the objectives of an organization seeking a detail-oriented, quality-focused team player.
Overview
18
18
years of professional experience
Work History
Sr. Manager (A&H Operations Dept)
Tata AIG General Insurance
02.2023 - 03.2024
- Managed Group New Business Issuance & Endorsement processing of Group Personal Accident Product
- Managed New business team with 1 Manager & 4 Users (Mumbai Location)
- Managed Endorsement team with 1 Manager & 6 Users (Hyderabad Location)
- Monthly Dashboard Such as FTR reports and performance MTD Vs YTD and comparison with Last FY
- BOT enabled for faster endorsement processing
- Preparing SOPs and Process documents
- Quarterly Sales connect and addressing their queries / concerns if any
- Coordination done with stake holders like Sales/Banking ops/Claims/PT team etc
- Quarterly Team reviews done with performance reports and data
- Managed Internal & External Audit.
Manager (New Business Operations Dept)
HDFC Life Insurance
12.2010 - 12.2022
- Managed a team of 3 Deputy Managers and 15 members along with 2 off role members
- Managed being Sales Channel Spoc for HDFC Securities, HDFC Sales, Other Banks such as RBL, Bandhan Bank along with BROCA
- Handled escalations, queries, exception processing etc
- From HNI to all ticket size policies
- Done Sales connect with respective channels frequently to drive FTR
- Handled grievance queries received from service desk, MD escalations etc
- Which directly received from client which include all HNI clients as well
- Have handled complete east & west location for queries received from service desk, management complaint, MD escalations, legal etc
- Handled AFI (Alter from inception) process for East & West location for across all channels & related to grievance
- Handled auditor with end-to-end closure related New Business activity
- Handled Control Reports of the team at new business level such as Quality Checks, AML checks of the team
- Handled day to day mis data, maintaining and flashing mis data on monthly basis
- Neft, SI/ECS Rectifications, Payout Files
- Handled Payout files, Revival, Outstation cheque clearance, Minor alterations, Assignment etc
- Also checking look-in transactions to avoid any audit issue
- Worked on processes such as: Scrutiny, Further requirements, Alterations, Cancellation
- Coordinate with respective teams like Sales channel, Branches, UW team when required for quick resolution
- Provided appropriate details to the Auditors regarding new business related check points, scrutiny process, etc
- Handled calls from branches regarding any query related to New Business tried to resolve the same by providing appropriate resolution
- Handled Minor Alterations at Policy Servicing Level for eg: change in LG codes,BS codes, Nominee client id, client name ,client address etc
- Processed Initial Underwriting cases
- Given training to the required colleagues regarding Initial UW (which includes financial UW, raising Medicals)
- Done quality checks and updated them with any changes in Medical/ Financial UW
- Handled New Business Branch Help Desk at inception
- Given training to the New Users regarding scrutiny, New Business, Initial UW activities Always coordinated with Internal Departments regarding any Escalations or Quick resolutions especially during contests or Month ends
- Was part of the Printing & Dispatch team for 2 & ½ yrs
- Handled Escalated mails regarding Printing & dispatch & worked upon NB dispatch TAT
- Received employee of the quarter award & certificates.
Assistant Manager (Credit Card Collections Dept)
HSBC Bank
08.2006 - 01.2008
- At initial stage joined as Associate & done Tele-collection for X days bucket and bucket 2 customers
- Later got promoted as an AM & Handled agencies of Indore and Nagpur with a total strength of 15 executives
- Handled collections for bucket 2 and 3
- Mentoring the team members and ensuring the targets are met
- Reviewing the portfolio
- Handling receipt audit of the agencies
- Preparing MPL’S (monthly performance letter for the agency)
- Preparing monthly bills of the agencies
- Achieving milestone targets and monthly targets
- Visiting the locations every month
- Handled walk-in customers in Mumbai branch
- Received 1st rank in pan India in agency management
- Also received 6th rank in October & 3rd rank in November in pan India
- Received Heroes award for best performance in the month of June & Sept.
Education
Account Assistant Course in Computers -
Bhavans College
Mumbai, IndiaBachelor of Arts - Economics
SP College
Pune, India 04.2004 - 04.2004
Skills
Operations Management
New Business Life & General Insurance policy Issuance & Endorsement processing
Cross-functional team leadership
Sales Support
Stake Holder coordination
Email Management
Complaint Management
MIS & Dashboard
Control Report
Audit Management
SOP & Process Documentation
Control report
Team work & Collaboration
Personal Information
Date of Birth: 01/25/83
Languages known - Hindi,English,Marathi
Accomplishments
- Received 1st Rank Pan India in Agency Management - HSBC Bank
- Received 3rd Rank Pan India in Agency Management - HSBC Bank
- Received Heroes award for best performance in the month of June & Sept - HSBC Bank
- Employee of the Quarter in FY 2000 - HDFC Life
- Received Eureka Certificate - HDFC Life
Timeline
Sr. Manager (A&H Operations Dept)
Tata AIG General Insurance
02.2023 - 03.2024
Manager (New Business Operations Dept)
HDFC Life Insurance
12.2010 - 12.2022
Assistant Manager (Credit Card Collections Dept)
HSBC Bank
08.2006 - 01.2008
Bachelor of Arts - Economics
SP College
04.2004 - 04.2004
Account Assistant Course in Computers -
Bhavans College