SHIVANGI KAMATH

• Setting up of Process Excellence and Operational Excellence Framework for Front Line Processes, with a Techno functional expertise in Insurance and Digital
• Designing smart API's for New Partner Onboarding
• Plan and execute BPR on key Processes
• Spearhead Strategic Projects at Organization Level
• Conceptualized and designed Process Assurance Framework and successfully deployed

• Spearheading Business and Digital Technology Function
• Successfully deployed Project Management Framework along with heading the Digital Initiative Team
• Design and Solution Provider to business functions

Key Responsibilities:

• Perform design or redesign of business processes to improve operational efficiency.
• Analyze the effectiveness of current process in order to develop strategies to improve workflow effectiveness
• Plan and execute BPR on key Processes
• Design Process for Business Partner Onboarding and API Integration Architecture
• Deploy Operational Excellence

Key Projects:

• Tata Digital – Completed Product and Process Design on Tata Digital Platform for Quarter
• Goibibo / Make My Trip – Process Architect and design thereby defining entire journey
• Flipkart – Process Architect and design thereby defining entire journey
• Tata AIG & Tata AIA Combi Plan – Process Architect and Design
• Phone Pe – Payment Process Design
• Air Asia – API Gateway Design

• Deployment of Quality Management Framework that focuses on Customer Centricity and Company Strategy. Deployed in FY 2018 -19
• Automation of Quality controls by means of RPA and AI - 1 Product successfully deployed using RPA and AI - FY 2019-20
• Essayed key role in conceptualizing Training and Development as a part of Quality Management Framework, focusing on optimizing and Building a world class service culture with the use of New Age Technology that focuses on making the brand a world class Organization.
• Conceptualized and designed Process Assurance Framework and successfully deployed the same in FY 2019- 20.
• Built robust, customer focused and result oriented team and ensuring delivery of results in a fast-paced, highly dynamic & complex work environment with striving for excellence.
• Identified issues, analyzed information and provided solutions to problems.

Customer Service:

• Product & Process – On Platform, in App experience (User funnel optimization) Promise – SLA & FTR
• NPS – Post Product Purchase – Recommending Action Planning and driving positive NPS across functions
• Leading CS team - Pre & post purchase assistance (Voice & Non-voice)
• Driving Partner care – Promotions & Issue resolutions.
• Exception handling – Replacement, Refund, Recovery (soft & hard-including legal activities).

Business Process Management and Process Re-Engineering:

• Re-engineered product rollout and F&U compliance process to ensure complete delivery (Day 1 & Day 2) at launch itself for 5 important products
• Trained a team of 21 LSS YB Champions & mentoring 2 GB and 42 YB projects
• Successfully led organization wide Systems and Process Improvement Project aimed at operational excellence, system integration and enhanced compliance.

• Responsible for migrating business processes into ARIS BPM - Software AG
• Timely report presentation & deliberation with HoD’s and Senior Management on various gaps in the process design and work towards process improvement (CA/PA)
• Value stream mapping for getting the process manuals migrated on the ARIS BPM software
• Identification of VAs/NVAs to stream line the process and increase efficiency of the process
• Identification of process control metrics and RACI
• Drive projects by applying six sigma project methodology and lean concepts
• Analyze and document business processes and metrics using system process analysis tools and identify improvement opportunities to streamline and automate processes and functions
• Providing regular insight about the recent updates in the processes for technical troubleshooting which also included giving out of the product test.
• Monitoring team on the training given by them to the agents as per the TNA requirement.

• Responsible for managing 6 branches - Operations , Customer Service, Audits and Retention
• Achieve customer service objectives by contributing customer service information and recommendations
• Was a key member to set up the Persistency Function where I was responsible for setting daily s well as monthly collection target for driving Persistency
• Managed Vendor (Call Centre) and closely monitored their performance and collection along with the quality monitoring
• Introduced quality measurement process, to ensure quality based calling to customer.
• Closely studied the collection from each mode and planned and initiated campaigns to enhance collection.
• Measure quality of calls made to the customer and meet the quality standards

• Was responsible for Customer Service activities, for two branches, namely Borivali and Virar.
• Responsible for achieving daily as well as monthly targets as set by the company on time to time basis, which includes service SIGMA, Quality of Closure.
• Responsible for maintaining accuracy as per the Quality Standards set by the company.
• Adhering to the daily updates on the process for the different clients respectively day on day basis and implementing the same in the process.
• Monitoring branch operations and customer service activities so as to achieve 100% accuracy in branch productivity.
• Close follow up or new business issuance so as to maintain the TAT of 3 days from the date of application to the issuance date. Thereby, striking the New Business Sigma’s to the target.
• Underwriting the risk involved in terms of profile, financial eligibility and medical adversities of the life to be assured.
• Successfully handled escalations, made to CEO's desk at the head office, during the tenure.
• Initiated various process changes and projects, which are under consideration, 1 being implemented PAN India.