Maruti Naik
Digital Transformation, Customer Service, Distribution Success, Communication
Mumbai
Summary
Senior management professional, bringing strategic leadership and operational excellence to drive organizational success. Skilled in project management, team collaboration, and process optimization with keen focus on achieving results. Adept at navigating complex challenges, fostering culture of accountability, and adapting to evolving business needs. Known for strong decision-making, effective communication, and building high-performing teams.
Overview
2
2
Certifications
30
30
years of professional experience
Work History
Sr. Vice President - Business Excellence
Future Generali India Life Insurance Co. Ltd.
05.2022 - 07.2025
- Implemented Lead Management Tool on the Salesforce platform, Heroku, the first of its kind implementation in Generali worldwide. Enabled the sales team across channels to create leads, track, distribute, and manage them to improve productivity.
- Developed and launched a user-friendly Distributor Onboarding Tool that simplified the recruitment process, reducing the time to onboard and enhancing distributor satisfaction right from day zero.
- Created a Rewards & Recognition (R&R) Tool, enabling real-time updates on performance, contest qualifications, and rewards claims—driving motivation and engagement.
- Implemented a platform for customer service used by all touchpoints, such as the branch, contact center, and email team. Integrated with all the self-service options, like WhatsApp, the website, and the customer app. Communication templates were also standardized to just 7.
- Created a master app for the entire organization: office in a pocket that consolidated applications and provided access based on role.
- Created a ticketing system for post-production application support
- Created an AI-based sales pitch tool for sales; this enabled a standardized pitch to be delivered to customers across all sales channels.
- Designed an application for data dissemination; replaced Excel sheets for MIS
- Created a comprehensive platform for customer onboarding, right from the sales journey to decision, which involved need analysis, product selection, premium computation, form filling, payment collection, document collection, video verification, and form submission, with a reverse status update. Integrated KYC, finance, and STP rule engine to enable instant issuance.
- Processing hub, which ensured fast verification of documents as and when required, and underwriting hub, which included overall decision-making, workflow for approvals, including reinsurance, and counter offers, were part of this platform
- I also headed the unit responsible for product setup in the core insurance system.
Vice President - Digital Operations
Aegon Life Insurance Co. Ltd.
07.2019 - 04.2022
- Responsible for the Issuance and Payment Squads - we had embraced the Agile methodology and structured teams (analysts, testers and development) as per processes.
- On the payments side, onboarded Bharat Bill Pay - impacted renewal collections positively - also revamped existing payment tie ups with platforms like Paytm. Introduced e-mandate and e-nach mechanism for renewal collections.
- On the issuance side, was responsible for smooth launch of our flagship product - introduced automated website journey testing with checks in UW workflow as well.
- Completed integration with several external data sources like CKYC, IIB, Credit Bureau, NSDL. This reduced dependency on customers uploading documents by almost 75%.
- Completed integration with reinsurer - Munich Re. Acknowledged by them as the fastest ever implementation till date.
- Operations and underwriting unit also merged into this unit.
Vice President (Digital Initiatives)
Edelweiss Tokio Life Insurance Co. Ltd.
03.2015 - 07.2019
- Led a team which conceptualised and executed the corporate website project; including a revamped sales journey and a revamped customer portal section.
- Headed a team which was instrumental in launching end to end sales fulfilment platform called Vikram - tab, mobile and web based – migrated sales force onto this platform.
- Introduced two Android based sales applications for premium calculation and need calculation – both with over 10000 downloads and 4.5+ rating.
- Aadhar EKYC integration with both website and Vikram journey to facilitate insta documentation completed.
- Vikram platform integrated with underwriting engine to deliver instant decision to the user including requirements which can then be instantly uploaded.
- Renewal payment collection journey also revamped and currently contributing to over 22% of renewal payments.
- Headed Business Solutions Group and handled several projects including Project Transcend – a ground up IT transformation project – impacted all intermediate systems related to operations, servicing and workflows.
Vice President of Operations
Haptik Infotech Private Limited
10.2014 - 02.2015
- At Haptik, I managed all aspects of chat operations including budgeting, hiring, and training of agents as well as enhance the backend systems so as to keep up with the increasing volume. I was responsible for quality of chat service delivered.
- I joined Haptik in Oct 2014; in the four months that I was with them, message volume on our platform grew by 35-40% month on month.
- In January 2015, we handled a million plus messages in a month. To give you an idea of the scorching growth a million messages is what we had done from April to mid November. Our rating on Play store hovered around 4.5 all through this period.
- Scaled up operations team to around 50 people now from the 7 we started with in October.
- Contributed to building the core system, reporting dashboards, quality scores monitoring, infrastructure – all in a typical day’s work at a startup.
Vice President -Business Operations
Sunoray Solutions Private Limited
04.2011 - 11.2013
- I was part of the founding team here – Sunoray focussed on developing cloud-based telephony applications.
- Conceptualised and took live two products for the SME sector – Megha - Inbound telephony – virtual receptionist, Tentacle - Outbound product –Cloud based telecalling CRM.
- On the enterprise side: 'Speech recognition IVR' – life insurance company in India, StoreTrac - speech recognition based ordering system- Client in USA, Direct - cloud based telephone survey product, Remindme - a phone based reminder management application – client in USA.
- Planned and executed infrastructure required for applications.
- Implemented website, social marketing and lead generation campaigns.
Vice President - Corporate Operations
Birla Sun Life Insurance
03.2010 - 03.2011
- Managed the Corporate Operations function comprising of New business issuance, policy servicing, group business administration and claims.
- Reduced Non Medical policy issuance turn around time to 5 days (lowest ever).
- Revamped the policy document kit; annualised impact of Rs. 25 mn.
- Maintained 100% claim settlement record.
- Initiated claims system and revamp of group business system.
- Reduced TAT by 20% for policy servicing processes.
Associate Vice President (Customer Service)
ICICI Prudential Life Insurance Co. Ltd.
04.2005 - 02.2010
- Removed single vendor dependency for all touch points – with 15 % lower cost.
- Implemented process to draw insight from escalated complaints.
- Reduced repeat complaints to under 2% from the prevailing 8%.
- Customer ownership synergised with cross –sell programs – Sales of Rs. 50 crores.
Assistant General Manager (Service delivery)
Idea Cellular Ltd.
10.2004 - 02.2005
- Self service kiosks – rolled out cheque deposit machines & full service kiosks.
- SIM Phone book – backup service launched.
Operations Manager
Tata AIG Life Insurance Co. Ltd.
11.2001 - 09.2004
- Revamped new business process - TAT adherence moved from 57% to 92%.
- Implemented the reach out program for HNI customers.
- Medicals in countries other than India – first in industry.
Product Manager
HDFC Bank Ltd.
12.1999 - 10.2001
- Number of tie ups increased from 6 utility companies to 44 utility companies.
- 200% growth in number of registrations in the year ending March 01.
- ISPs included - online renewal and registration (first bank to do so) also life insurance - LIC was among the first companies to collect premium online through HDFC Bank.
- Ensured profitability of channel – first bank to charge for bill pay service.
Account Development Coordinator - Mumbai
Pepsi Cola India.
04.1998 - 11.1999
- Secured exclusive pouring rights in in several national key accounts.
- Implemented activities relating to “Space Club” a store merchandising program.
- Executed promotional activities to increase on site consumption.
Dy. Manager Sales - Maharashtra
Godrej GE Appliances Ltd
06.1995 - 03.1998
- Set up sales network - focus on good counters rather than mass distribution.
- Set up dedicated team of sales canvassers to promote products in shop.
- # 2 branch all India in terms of sales & receivables.
- Year 1 market share for washing machines – 15%.
Education
Bachelor Of Commerce -
Sydenham College
Mumbai04-1993
Masters in Management Studies - Marketing
K.J,Somaiya Institute Od Management Studies And Research
Mumbai04-1995
Skills
Team leadership
Coaching and mentoring
Decision-making
Process improvement
Operations management
Complex Problem-solving
Customer service
Cross-functional communication
Verbal and written communication
Certification
Ethics in AI - London School Of Economics
Interests
Writing - words at abuavantimediumcom
Reading
Music
Movies
Aspiring guitarist and photographer
Timeline
Sr. Vice President - Business Excellence
Future Generali India Life Insurance Co. Ltd.
05.2022 - 07.2025
Vice President - Digital Operations
Aegon Life Insurance Co. Ltd.
07.2019 - 04.2022
Vice President (Digital Initiatives)
Edelweiss Tokio Life Insurance Co. Ltd.
03.2015 - 07.2019
Vice President of Operations
Haptik Infotech Private Limited
10.2014 - 02.2015
Vice President -Business Operations
Sunoray Solutions Private Limited
04.2011 - 11.2013
Vice President - Corporate Operations
Birla Sun Life Insurance
03.2010 - 03.2011
Associate Vice President (Customer Service)
ICICI Prudential Life Insurance Co. Ltd.
04.2005 - 02.2010
Assistant General Manager (Service delivery)
Idea Cellular Ltd.
10.2004 - 02.2005
Operations Manager
Tata AIG Life Insurance Co. Ltd.
11.2001 - 09.2004
Product Manager
HDFC Bank Ltd.
12.1999 - 10.2001
Account Development Coordinator - Mumbai
Pepsi Cola India.
04.1998 - 11.1999
Dy. Manager Sales - Maharashtra
Godrej GE Appliances Ltd
06.1995 - 03.1998
Bachelor Of Commerce -
Sydenham College
Masters in Management Studies - Marketing
K.J,Somaiya Institute Od Management Studies And Research