Rakhy Menon
Mid Management - Bancassurance Model
Mumbai
Summary
A result oriented professional with 20 years of experience in Leadership Skills, Key Account Management in Banc assurance, Client Management with General & Life Insurance Sector Training, Operations Management, Ability to Manage / Support various business campaigns Excellent management skills, capable of leading & motivating individuals, a customer-centric professional and knack for motivating large workforce for exceeding customer expectations in delivery of committed services IIM Kozhikode Professional Certificate Programme in Business Management IIM Bangalore – Certification in Strategic Management III Licentiate Six Sigma Green Belt Certification by AIQM
Overview
23
23
years of professional experience
Work History
Assistant Vice President – Banc Assurance
Kotak Life Insurance
9 2018 - Current
- Managed second largest Bancassurance Channel for company
- Instrumental in Building the second largest channel & ensuring seamless support to enable sales and highest customer satisfaction
- Ensuring Customer Delight by identifying Partner channel requirements by setting up process and providing timely solutions by collaborating with Internal teams to deliver Tailored solutions
- Conducting Regular analysis for the team on the Products, Process & Payments and highlighting to maintain the share over the competition
- Working on Digital Projects with Partner Banks
- Lead Generation campaigns from Client Contact Center, Email Campaigns, Conducting regular Seminars / Webinars for Bank Customers
- Training – Product and Soft Skills training for Internal Sales Team and Bank Staff
- Identify UP-Selling and Cross Selling opportunities for contact center
- Conceptualize and design of knowledge capsules
- Increased efficiency by streamlining processes and implementing new software tools for the team.
- Fostered strong relationships with key clients, leading to repeat business and a significant increase in customer satisfaction ratings.
- Established a high-performance culture within the team by setting clear expectations and providing regular feedback on individual performance contributions.
- Optimized resource allocation by analyzing operational needs, reallocating resources as needed to maximize efficiency across all functions.
- Managed risk effectively by implementing robust compliance procedures and conducting regular audits of internal controls.
- Drove innovation by encouraging creative problem-solving among team members and staying abreast of industry trends and best practices.
- Collaborated closely with executive leadership to align department goals with overall company objectives, resulting in stronger organizational cohesion.
- Implemented data-driven decision-making processes, leading to more informed strategic choices and improved overall performance metrics.
- Managed a diverse portfolio of projects, ensuring that each project met established quality standards and delivered expected results on time and within budget.
- Contributed to budget planning, and initiatives for communications, planning and coordination of facility management and space allocations.
- Improved employee retention rates through the development of comprehensive training programs and mentorship initiatives.
- Assisted in recruiting, hiring and training of team members.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Reported issues to higher management with great detail.
Deputy Manager
Bajaj Allianz Life Insurance
01.2018 - 09.2018
- Training and Content Development for Vendors, Contact center, Branch Operations
- Increased customer satisfaction levels by developing targeted strategies to address client concerns effectively.
- Enhanced employee performance by providing regular feedback, coaching, and training opportunities.
- Identified areas for improvement within the department, implementing strategic initiatives to address gaps in performance or resources.
- Product, Process, Soft Skills Training for Sales, NB, Policy Servicing, Claims & Underwriting
- Vendor Management by setting up training governance format
- Evaluate /Analyze & identify training needs to meet account / Program Objective
- Conceptualize and design of knowledge capsules
- Training need analysis for vendors and Branch & Operations based on the skills set
Lead Associate
WNS Global Services
01.2013 - 01.2018
- Client Management
- Built strong relationships with clients through exceptional customer service skills which led to repeat business opportunities over time periods measured in years not months or weeks alone.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Increased customer service success rates by quickly resolving issues.
- Streamlined office operations by effectively monitoring and addressing client correspondence and data communications.
- SOP creation and Management with regular and timely updates
- Engaged and mentored 13 trainers for process and pre-process training
- Responsible for all NH training for 7 lines of business Commercial Claims team for Motor, Property, Intermediary Business for Home & Contents Insurance, Liability, Specialty, Engineering, Marine & Meat, Corporate and Statutory Claims
- Ensuring Performance as per specified SLA by applying regular toll gates and dip checks
- Mentored junior associates, providing guidance on best practices and professional development opportunities.
- Coordinated weekly meetings for internal and external groups.
Talent Development Specialist
Circa Systems
10.2007 - 07.2012
- Recruitment & Training, including communicating with consultants and team members within and outside India
- Resource Planning and work allocation (Daily and Weekly basis)
- Managing open positions at client companies
- Support consultants in an extremely demanding environment through screening, reviewing candidate’s resumes, setting up interviews
- NH training, mentoring and coaching
Sr CSA
WNS Ntrance (Aviva UK GI)
11.2004 - 10.2007
- Responsible for New Business, Mid Term Changes & Handle client queries
- Handle Inbound and Outbound Calls
- Responsible for handling Customer queries for Aviva UK
- Quality on calls
- Liaise between departments, Update dissemination
- NHT and mentoring
CSR
Airtel
09.2003 - 06.2004
- Customer service and care
- Handled Front end and Backend Customer queries
- Addressing Customer Grievances
- Responsible to plan and allocate work to the team members
- Training & mentoring new hires executives
- Co-coordinating with sales team, Contact center and branches for SIM activation, sales
Counselor/Faculty
NIIT
04.2001 - 09.2003
- As a Counselor:
- NH training recruits
- As a Faculty:
- Responsible for training new recruits
Education
IIM Kozhikode Professional Certificate Programme in Business Management -
IIM Bangalore – Certification in Strategic Management - undefined
III Licentiate - undefined
Six Sigma Green Belt Certification by AIQM - undefined
Bachelor of Computer Science (B.C.S) from Pune University - undefined
Higher Secondary (HSC- MSBSHSE) from Maharashtra Board - undefined
S.S.C (SSC- MSBSHSE) from Maharashtra Board - undefined
Skills
Employee Supervision
Audit preparation
Transaction Processing
Operations Management
Staff Training
Team building
Team Collaboration
Cross-functional Team Coordination
Client Relationship Management
Effective Communication
Relationship Building
Organizational Skills
Personal Information
Date of Birth: 04/25/1977
Languages
English
Hindi
Malayalam
Marathi
Timeline
Deputy Manager
Bajaj Allianz Life Insurance
01.2018 - 09.2018
Lead Associate
WNS Global Services
01.2013 - 01.2018
Talent Development Specialist
Circa Systems
10.2007 - 07.2012
Sr CSA
WNS Ntrance (Aviva UK GI)
11.2004 - 10.2007
CSR
Airtel
09.2003 - 06.2004
Counselor/Faculty
NIIT
04.2001 - 09.2003
Assistant Vice President – Banc Assurance
Kotak Life Insurance
9 2018 - Current
IIM Kozhikode Professional Certificate Programme in Business Management -
IIM Bangalore – Certification in Strategic Management - undefined
III Licentiate - undefined
Six Sigma Green Belt Certification by AIQM - undefined
Bachelor of Computer Science (B.C.S) from Pune University - undefined
Higher Secondary (HSC- MSBSHSE) from Maharashtra Board - undefined
S.S.C (SSC- MSBSHSE) from Maharashtra Board - undefined
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