Summary
Overview
Work History
Education
Skills
Languages
Accomplishments
Training
Timeline
Generic

RAHUL WADHWA

Pune

Summary

Result oriented professional with 24 yrs + experience in Operations, Customer service, Process designing, People management. Proven ability to lead projects with successful development & implementation.

Overview

25
25
years of professional experience

Work History

Sr Vice President & Head of Operations & Customer Service

Zurich Kotak General Insurance Company
08.2017 - Current
  • First Line of defence for AML checks.
  • Managing overall Operational Activities – Central & Branch Operations
  • Monitoring of Issuance & Dispatch TAT as per defined SLA
  • Monitor current issuance workflow and improve further to increase productivity in terms of time & NOP
  • Increase in productivity by automation process & projects
  • Analysing systems & suggest areas of improvement & automations for system & process efficiency
  • Defining Operational controls & its implementation
  • Process Control & Risk Audits
  • Money reconciliation & Refunds
  • Business UAT's on Operational developments

Customer Service

Zurich Kotak General Insurance Company
09.2022 - Current
  • Appointed Grievance Rredressal Officer for the organisation
  • Responsible for regulatory reportings to regulator & board committees
  • Maintaining service levels for all processes on customer touch points
  • Continuous customer engagement & experience resulting in better NPS
  • Automation & digitization to minimize calls & manpower
  • Reviewing of processes to improve agent productivity & FCR
  • Managing emails & grievances within TAT and as per regulatory guidelines
  • Training & Quality Audits
  • Customer retention
  • Managing Customer Communications across channels

Renewals & Processes

Zurich Kotak General Insurance Company
08.2017 - 04.2018
  • Managing Customer retention unit with outbound calling team
  • Improve processes & training of telecallers for increase in conversion
  • 80% budget achievement of renewals
  • Pan India Covernote control
  • Defining Operational controls & its implementation
  • Analyzing systems & suggest areas of improvement & automations for systems & process efficiency
  • Increase in operational productivity by automation process & projects


Vertical Head Operations

Bajaj Allianz General Insurance Co Ltd
10.2006 - 07.2017
  • Responsible for overall Operational Activities of Pan India Locations divided into 5 Zones
  • Monitoring of Issuance & Dispatch TAT as per defined SLA
  • Monitoring of increase in productivity by 10% every year
  • Promoting policy issuance by channels partners thus increase in automation
  • To monitor current issuance workflow and improve further to increase productivity in terms of time & NOP
  • To drive & monitor cross zonal quality checks – Operational Processes and implement standard processes & best practices
  • Re-engineering of existing processes for increase in efficiency & productivity
  • Review & Monitoring of process document & its functional test cases

Assistant Manager - Branch Operations

Aviva Life Insurance Company India Pvt Ltd
06.2006 - 09.2006
  • Single contact point for entire branch issues with various departments at Corporate Office level viz. New Business, Policy Owner Services, Sales & Marketing
  • Maximize renewal collection through customer retention
  • Monitoring customer queries are resolved within service standards
  • Strict adherence to the compliance and audit regulatory guidelines
  • Maximize Policy issuance percentile
  • Ensure quality service to both internal and external Customers by the team
  • Generating various periodical MIS for branch as well as Zone and Head Office
  • Have brought down the pending % to 10% from 15% within a month

Executive Operations

Tata AIG Life Insurance Company Limited
11.2004 - 06.2006
  • Processing of cheques / cash received from Agents, Collection and deposition of premium
  • Data entry of collections, forward applications to HO, Maintain and reconcile local books of account
  • Proper scrutiny of applications for minimum pendency and forwarding them to HO
  • Resolution of accounts related queries Track complaints & resolve them within the TAT
  • Awarded with SIRIUS Award based on performance for year 2005
  • Registration of candidates for Advisors
  • Co-ordination with Training department for training program of Advisors
  • Providing various MIS & reports to sales team and managers
  • Coordination with exam centre for examination after training
  • Licensing of passed candidates from IRDA
  • 800 advisors licensed in 6 months

Operations Trainee

Bajaj Allianz General Insurance Co Ltd
06.2003 - 10.2004
  • Back office support in Bancassurance department
  • Co-ordination with 5 Banks with their geographical spread all over Rajasthan – Bank of Rajasthan, Punjab & Sindh Bank, Jammu & Kashmir Bank, Karnataka Bank, Lord Krishna Bank
  • Quoting of premium, issuance of policies, dispatching of policies to respective bank's branches & managing of documents
  • Underwritten 10,000 policies in financial year 03–04
  • Superseded premium target by 35% against target of 1Cr

Technical Consultant General Insurance System

CMC Limited
02.2001 - 06.2003
  • The job profile was to implement the software in various General Insurance companies (PSU's) which include installation and troubleshooting, database administration, database recovery and imparting training to the users
  • Successfully implemented the software in around 30 offices of New India Assurance Co. Ltd. & National Insurance Co. Ltd spread all over Rajasthan & around 10 offices in M.P
  • Appointed amongst the 4 member training team for implementers training for National Insurance Co. Ltd during Sept-Oct 2001

Education

Masters of Computer Application -

Madurai Kamraj Univ
01.2006

Post Graduate Diploma in - Computer Applications

C.M.C. Ltd
01.2001

Bachelor of Commerce -

Agra University
01.1998

Skills

  • Process Excellence
  • Operations
  • Customer Service
  • Process Implementation

Languages

English
Hindi

Accomplishments


  • Successful implementation of operational workflow resulting in improvement in efficiency & service.


  • Formation of new internal process & control audit team to minimize risk, errors & improvement of service quality.

Training

Certificate Of Achievement, Business Management Programme from IIM Indore

Timeline

Customer Service

Zurich Kotak General Insurance Company
09.2022 - Current

Sr Vice President & Head of Operations & Customer Service

Zurich Kotak General Insurance Company
08.2017 - Current

Renewals & Processes

Zurich Kotak General Insurance Company
08.2017 - 04.2018

Vertical Head Operations

Bajaj Allianz General Insurance Co Ltd
10.2006 - 07.2017

Assistant Manager - Branch Operations

Aviva Life Insurance Company India Pvt Ltd
06.2006 - 09.2006

Executive Operations

Tata AIG Life Insurance Company Limited
11.2004 - 06.2006

Operations Trainee

Bajaj Allianz General Insurance Co Ltd
06.2003 - 10.2004

Technical Consultant General Insurance System

CMC Limited
02.2001 - 06.2003

Post Graduate Diploma in - Computer Applications

C.M.C. Ltd

Bachelor of Commerce -

Agra University

Masters of Computer Application -

Madurai Kamraj Univ
RAHUL WADHWA