Greater Delhi Area
• High-performing management executive with expertise in Operations, Bancassurance Sales, Project Management, Customer Retention, Customer Service, Procurement, Projects, Cross Sell, MIS, building & optimizing organizational processes. • Skilled strategist who builds strategic plans and then puts these into workable solutions, and benchmarks performance against key targets/goals.
Responsible for overall facets of Operations for Max Life / Axis Partnership in including Issuance, Persistency, Customer Service and all customer / operational metrics. Working with Bank Central Office and Distribution team to make partnership a great success.
Customer Experience management and enhancement, Persistency and Renewal Collection, Surrender Retention, Inbound and Outbound Call Centre, Complaint and Query Management, Customer Communication
Responsible for delivery of Sales plan, Persistency and Product Mix by working with Sales Team (800 people) and Bank Partners (PNB, J&K Bank, Karnataka Bank) from approx 1800 Branches.
Responsible for Customer Retention, Remittance Operations, Procurement and MIS
Management of Renewal Collections, and persistency of policies: Reaching customer through Call Centre, Customer contactibility and communication, Propensity model, working with Sales / Bank Partners, Branch Teams, collection agencies.
a. Projects: Outsourcing projects, new system execution projects, system testing, rollout of new products and distribution relationships. Included tracking of projects plans and execution of plans in co-ordination with IT and various stakeholders. b. Service Quality: Driving the function of Quality in Operations by initiation of Quality Checks within various functions with special emphasis on Customer Service. c. MIS and Commissions: Reporting of organization business MIS’s, MIS to Bank and Channel partners. Scope also includes various Dashboards for organization and Commission payout processing,
Manager at Centralized Operations in Gurgaon heading Centralised Wealth Operations comprising Mutual Funds, Bancassurance, and Private Client operations.