Experience

USUPSO Retail India

• India
• Retail
• 1 - 100 Employee

• President

  • Nov 2018 - - Kini



AKRITI SIGN SYSTEMS PRIVATE LIMITED

• Head - Strategy and Business Development

  • Jul 2011 - Nov 2018

  Responsible for increasing the Fabrication business revenue by forging up new alliances across different product segmentsTo set up the product R&D unit and make it functional within a span of 6 monthsStreamline the existing business process models to enhance productivity and reduce revenue leakagesFormulation and implementation of strategies across functions in order to enhance productivity and revenue for the organizationSet up technology and design enhancement collaborations with foreign partners aiming at deriving better quality productsEvaluate product diversification options and present it to the board annually



Bharti AXA Life Insurance

• India
• Insurance
• 700 & Above Employee

• Regional Manager - Channel Development (DSF - North)

  • Mac 2009 - Apr 2011

  Responsible for Risk Assessment, review and reporting deviations of all processes which had a direct impact on Sales Productivity for Direct Sales Team North to the stakeholdersDevise review mechanism for periodic process / branch reviews and reporting observations along with recommendations to the stakeholdersDesign dashboard for reporting Process CTQ and CTP parameter adherence to the stakeholdersPeriodic review of the Recommendation implementation status and its impact on business quality and productivityWork in close co-ordination with stakeholders across functions to discuss deviations observed and its impact on sales productivity to facilitate timely closure of recommendations and ensure complete stakeholder engagement to avoid repeat observationsReporting cases of Sales Malpractices and Fraud to the Risk Control UnitIdentifying cases of KYC and AML related deviations to the Risk Control Unit for investigationIdentifying process deficiencies across functions that had a direct impact on channel productivity and profitabilityDue diligence of Channel Partners and flagging them of as contract able or non-contract able



Aviva India

• India
• Insurance
• 700 & Above Employee

• Asst. Manager - Internal Audit and Business Intelligence

  • Nov 2007 - Mac 2009

  Successful in increasing the number of branch reviews completed by 30% from the previous year, with zero error in reportingIncrease in the audit recommendation timely implementation experience from 70% to 93%Have successfully carried out ‘Special Investigation’ assignments against employees involved in fraudulent activitiesSavings of INR 1.06 Cr through continuous process improvements, initiatives and projects undertakenInstrumental in increasing profitability of my function through effective cost measures taken and by being adapted as best practice by the entire functionResponsible for review of all Branches, which included sales compliance review for agency and third party distribution, Operations, Administration, HR and IT including physical review of cash and assetsPrepare the yearly Audit Plan for branch reviews and ensure timely completion of the auditEnsure timely issuance of reports and implementation of audit recommendationsEngage Stakeholders to ensure sustainability of implementations made in order to avoid repeat audit findingsMonitoring Unethical Sales Practices adapted by the sales team and recommending corrective action against identified resourcesMonitoring the Key Risk Indicators pertaining to a branch’s key functionalities and reporting abnormalities (if any).Identify and work upon areas which have financial or regulatory impact as a part of key initiatives undertaken.



Max Life Insurance Company Limited

• India
• Insurance
• 700 & Above Employee

• Assistant Manager - Risk Management (Fraud Prevention and Control Unit)

  • Ogos 2005 - Okt 2007

  Instrumental in building the Enterprise-wide risk management (ERM) frameworkSetting up the centralized risk monitoring framework through ACL (Audit Command Language)Building the fraud indicator metrics for the organization functionFraud & Key investigationsDue – Diligence of new tie – upsSet the process for ‘Standards – Additional Distribution’ & made it functional within a span of two months for managing & mitigating the sales & operational risks for a channel with turnover in excess of INR 180 CrDesigning, drafting & enforcing the ‘Sales Standard’ process & driving the internal sales team & the corporate agent to comply with the sameIncreasing the number of specified persons from 60 to 114 (90% increase) within a span of 10 months (regulatory compliance requirement)Designing & implementation of the Universal Code of Conduct for the corporate agentSuccessfully completed two waves of surveys across India covering customers under various business categories like New/In-force/Lapse business with the objective to understand the existing lacunas within the business & by providing mitigating controls to overcome the sameDesigning & Drafting of the renewal communication brochure aimed at increasing the level of customer awareness about renewal premium payment, it takes into account answers to the FAQ’s experienced by the customersIntroduced a tracker for the sales managers to capture complaints & queries received from the customers & referrers, this would help us analyze basis complaint/query types/volume & would also help us track complaints/ queries from inception to resolutionInitiated & got the SOP’s framed & approved for all the processes viz. New Business/ Renewals/ POS/ Claims/Call Center/Mailroom from the respective process heads



GE Capital

• United States
• Financial Services
• 700 & Above Employee

• Process Developer

  • Okt 2002 - Apr 2005

  Supervising & training a team of 12 Agents for collecting on delinquent accounts and reducing loss for the portfolioDesigning & implementing competitive strategies for increasing the volume of collections & achieving the pre set targetsSupervising portfolio operations in the assigned divisions, monitoring performance & ensuring that business CTQ’s & CTP’s are metResolving client queries/issues & cases pertaining to the services, ensuring higher customer satisfaction metricsManaging Associate Evaluation Score & the variable income component of 130 agents & help maintain the data warehouse scrutinizing every detailMaintain ‘Quick Place’ portal, a one stop shop for all queries faced by the end users, which also helped in streamlining & enhancing the concept of ‘Knowledge Management’Monitor calls of the team members to ensure higher customer satisfaction & meet the pre-set sigma targetHandling seat utilization at the COE (Center of Excellence) level across sites, ensuring maximum utilization & minimum leakage of available workspace, increasing overall productivityCertified CTE (Call Taker’s Excellence) Trainer (Voice & Accent Trainer), responsible for training new hires on various aspects of the CTE ProgrammeProcess Trainer for the late stage collections team, responsible for training new inducts & existing team members on different aspects of late stage collections (Process specific)