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