MAHESH RUPANI
Sr.RM / City Head
Mumbai
Summary
- Accomplished and versatile professional with a rich 15+year background in the Banking, BPO, KPO & Insurance Sector, Customer service, sales, and collection domains.
- Known for persistence, patience, and a track record of delivering tangible results.
- A strategic thinker and effective leader, committed to excellence and contributing to organizational success.
- Collaborative people management and communication skills, Sound knowledge of process, system & training.
Overview
17
17
years of professional experience
2009
2009
years of post-secondary education
Work History
Senior Associate Partner
Aditya Birla Sunlife Insurance Co Ltd
10.2024 - 05.2025
- Execute plans to grow the agency by hiring and identifying the new sales managers.
- Tracking productivity measures like Annualized Premium Yield, case rate, and persistency.
- Build a leadership pipeline of future sales managers and associate partners from the unit.
- Ensure adherence to customer service standards, and maintain high persistency ratios (13th and 25th month) at 88% or higher.
- Develop and implement sales strategies to achieve business targets, focusing on protection sales and cross-selling.
- Agent retention through regular performance reviews, development plans, and training needs assessment.
Preferred RM
HDFC Bank - Retail Branch Banking
02.2024 - 05.2024
- Acquisition of new preferred customers and handling the existing ones, along with third-party products, assets, cards, etc.
- Enhancement, depending on the existing relationship, by cross-selling products and services as per the profile and needs of the customer.
- Retention of the customer by providing the best possible services, and being the dedicated point of contact for these customers.
- Utilizing the sales resources (BDR, Contractual Executives, or Asset Coordinator) for optimal sales support.
- Ensure certification of documentation required for opening and maintaining customer accounts.
- Error-free documentation for all account openings and all customer instructions (stop payments, FD closure, etc.).
City Head
Niva Bupa Health Insurance
04.2019 - 09.2023
- Managing a team of phone bankers and being responsible for end-to-end revenue from the center of 240 plus TSEs.
- New Business Development, Retention & Revenue Growth for Client Business ( HDFC ).
- Personal expertise skills, and ensuring productivity, build and train a team of TSEs, and support them for lead generation and closure across the assigned center.
- Actively supporting and managing corporate marketing activities at the center and channel partner setup.
- Launching new initiatives as per the company's strategic plans and driving them successfully. Follow up with the Centre for renewals and any pending payments within the set TAT.
- Conducts regular meetings and trainings to ensure that the team is well informed of changes in policies and procedures.
- Discuss areas of improvement, and plan the ideas and ways to increase their productivity.
- Analyzing business potential to achieve business goals and increase sales growth for the organization.
- Initiated and started the pilot project BATA (Branch Allocation Tele Assistance) with the HDFC channel.
- Distribution and allocation of leads, coordinating with the HDFC branch and tele sales channel.
Relationship Manager & Team Leader
AEGON RELIGARE LIFE INSURANCE CO. LTD
12.2013 - 03.2019
- Successful in setting up and handling the online sales process, along with renewals. Generating revenue through cross-selling of the products to existing customers, and generating referrals from them.
- Managing the entire end-to-end sales process and conversion of the leads into policies from the referrals generated, as well as from the leads received through various sources.
- Successfully handled an inbound calling process for pan-India service center and team management. Adept at coordinating and maintaining the data for the branch.
- Handling customer escalations and providing resolution in the given turnaround time (TAT).
- Maintaining the required reports for the Management Information System (MIS), thereby being responsible for the reviews with the auditor.
- Generating and sharing comprehensive, detailed reports about team performance, mission-related objectives, and deadlines.
- Process training in charge for new joiners, existing team members, and also on regulatory changes, new software and system launches, process improvements, etc.
Sr Recovery Specialist & Quality Analyst
Altisource Pvt Ltd (Earlier Ocwen Financial Solutions)
04.2008 - 10.2013
- Served as a Sr. Recovery Specialist and Quality Analyst, excelling in the dual role.
- Demonstrated proficiency in Voice and Accent Training, contributing to effective communication skills within the team.
- Managed the collection of credit cards, auto loans, and charged-off mortgages.
- Successfully recovered funds from various defaulted accounts open for durations ranging from 5 to 20 years.
- Consistently achieved set targets while effectively resolving customer queries and handling escalation calls.
- Utilized hands-on experience with SAP for accessing and navigating client databases.
- Maintained comprehensive call data records through Excel reports, ensuring accurate and organized documentation.
- Played a key role in providing constructive feedback on call quality, actively rating and evaluating agent performance.
Education
Bachelors of Commerce -
Mumbai University
Mumbai, IndiaHSC - undefined
Maharashtra State Board
SSC - undefined
Maharashtra State Board
Skills
Team leadership & Supervision
Rewards & Recognition
- HDFC Bank - Retail Branch Banking:
Joined as Preferred Relationship Manger & successfully completed the On-Boarding Training in March 24. Successfully achieved the set Targets given for the month of April & May 24.
- Niva Bupa: (Earlier Max Bupa):
Joined as Centre Head & Achieved 2 Promotions moving to Sr. Centre Head & then City Head in span of 3yrs 9 months.
Qualified for -
H2 Masterclass MDRT Goa by contributing 122% of target for consecutive 6 months & cancellation less then 8%. (Oct 20 – March 22).
Regional Meet Contest by contributing 135% for consecutive 4 months (Dec 20 – March 21).
Quarterly Award for Oct 21 – Dec 21 by contributing 125% of target and cancellation under 7%.
- Aegon Religare Life Insurance Company Ltd:
Successfully completed project of IVR Migration to new systems before assigned deadline.
Distinction of contributing highest number of process simplification / improvement ideas.
Star Awards for -
Quarter Oct – Dec 2015 for handling a project “Customer Contact Month” wherein 80k customers were contacted to update their contact details.
Quarter July – Sep 2016 for driving the project Service to Sales initiative.
Red Carpet award for the year 2018 – 19 for execution excellence from Service to Sales Drive.
- Altisource Pvt Ltd (Earlier Ocwen Financial Solutions):
Recognized several times for achievement of Remarkable performance across period of time with regards to collection of Bad Debts.
Won the Best Team Recovery Specialist Award for 2 Years.
Disclaimer
I hereby declare that the above information is true to the best of my Brief & Knowledge.
Languages
English
Bilingual or Proficient (C2)
Hindi
Advanced (C1)
Marathi
Intermediate (B1)
Timeline
Senior Associate Partner
Aditya Birla Sunlife Insurance Co Ltd
10.2024 - 05.2025
Preferred RM
HDFC Bank - Retail Branch Banking
02.2024 - 05.2024
City Head
Niva Bupa Health Insurance
04.2019 - 09.2023
Relationship Manager & Team Leader
AEGON RELIGARE LIFE INSURANCE CO. LTD
12.2013 - 03.2019
Sr Recovery Specialist & Quality Analyst
Altisource Pvt Ltd (Earlier Ocwen Financial Solutions)
04.2008 - 10.2013
HSC - undefined
Maharashtra State Board
SSC - undefined
Maharashtra State Board
Bachelors of Commerce -
Mumbai University
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