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
Sr. Vice President – Head SME & Institutional business at Zurich Kotak General Insurance (India) Co. Ltd.Sr. Vice President – Head SME & Institutional business at Zurich Kotak General Insurance (India) Co. Ltd.