Kalpana S
Virar
Summary
Dynamic Senior Manager with extensive experience at HDFC Life Insurance Company, excelling in operations management and cross-functional collaboration. Proven track record in streamlining processes and enhancing team productivity. Skilled in SOP creation and audit coordination, fostering a culture of teamwork and accountability to drive organizational success.
Overview
19
19
years of professional experience
Work History
Senior Manager
HDFC Life Insurance Company
Mumbai, India
09.2024 - 03.2025
- Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
- Achieved operational excellence by streamlining processes and implementing best practices.
- Managed Process documentation of non sales department.
- SOP creation.
- Process flow creation,FMEA updation.activity level attribute updation in detail.
- Coordination with stakeholders i.e., Operations ,Service/HNI team, Legal team, HR, Sales team etc. for process reviews and sign-offs from respective departments.
- Coordination with Audit team for concurrent , SDA audit updates.
- Updating process flow and documents in ARIS system.
Senior Manager
Tata AIG General Insurance
Mumbai, India
02.2023 - 03.2024
- Provided strong leadership to enhance team productivity and morale.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Managed Group New Business Issuance and 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).
- Managed monthly dashboards such as FTR reports, team performance reports, MTD & YTD reports.
- BOT enabled for faster endorsement processing.
- Managed SOP & process documentation of the department.
- Manged sales connect.
- Coordination with stakeholders such as Sa/es/Banking operations/Claims/PT team etc.
- Managed Audit.
Manager of Operations
HDFC Life Insurance Company
Mumbai, India
12.2010 - 12.2022
- Managed a team of 3 Deputy Managers and 15 members along with 2 off role member.
- 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.
- Managed Sales connect with respective channels frequently to drive FTR.
- Managed grievance queries received from service desk, MD escalations etc.
- Handled complete east & west location for queries received from service desk, management complaint, MD escalations, legal etc.
- Managed AFI (Alter from inception) process for East & West location for across all channels & related to grievance.
- Managed auditor with end-to-end closure related New business activity.
- Managed Control Reports of the team at New business level such as Quality Checks, AML checks of the team.
- Managed day to day mis data, maintaining and flashing MIS data on monthly based.
- Managed Neft, SI/ECS Rectifications, Payout Files,handled Payout files, Revival, Outstation cheque clearance, Minor alterations, Assignment etc.
- Managed checking of look-in transactions to avoid any audit issue.
- Worked on processes such as: Scrutiny, Further requirements, Alterations, Cancellation queues.
- Coordinate with respective teams like Sales channel,Branches, UW team when required for quick resolution.
- Managed 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.
- Managed Initial Underwriting cases, training to the colleagues regarding Initial UW (which includes financial UW, raising Medicals).
- Managed quality checks and updated them with any changes in Medical/ Financial UW.
- Managed New Business Branch Help Desk.
- Managed training to the New Users regarding scrutiny,New Business, Initial UW activities.
- Coordinated with Internal Departments regarding any escalations or Quick resolutions especially during contests or Month ends.
- Part of the Printing & Dispatch team for 2.6 years.
- Managed escalated mails regarding Printing & dispatch of policy documents.
- Received employee of the quarter award & certificates.
Assistant Manager
HSBC Bank
Mumbai, India
08.2006 - 01.2008
- Joined as Associate & done Tele-collection for X days bucket and bucket 2 customers.
- Post promotion as an Assistant Manager, managed agencies of Indore and Nagpur with a total strength of 15 executives.
- Managed collections for bucket 2 and 3.
- Mentoring the team members and ensuring the targets are met.
- Reviewing the portfolio.
- Managed receipt audit of the agencies.
- Managed MPL'S (monthly performance letter for the agency).
- Managed monthly bills of the agencies.
- Achieving milestone targets and monthly targets.
- Visits to the locations every month.
- Managed walk-in customers in Mumbai branch.
- Received 1st rank in pan India in agency management.
- Received 6th rank in October & 3rd rank in November in pan India.
- Received Heroes award for best performance in the month of June & September.
Education
Udemy Courses
Bhavans College
Mumbai, IndiaBachelor of Arts - Economics
SP College
Pune, India03-2004
Skills
- Cross-functional collaboration
- Operations management
- SOP
- Audit
- Policy Servicing
- Policy Issuance
- Escalation Management
- Documentation and reporting
- Data analytics
- Cross-functional communication
- Teamwork and collaboration
- Team leadership
- Customer relationship management
Timeline
Senior Manager
HDFC Life Insurance Company
09.2024 - 03.2025
Senior Manager
Tata AIG General Insurance
02.2023 - 03.2024
Manager of Operations
HDFC Life Insurance Company
12.2010 - 12.2022
Assistant Manager
HSBC Bank
08.2006 - 01.2008
Udemy Courses
Bhavans College
Bachelor of Arts - Economics
SP College