Experience

Liberty General Insurance

• India
• Insurance
• 700 & Above Employee

• SVP and Head Operations and Customer Experience

  • Sep 2017 - Present

• Head - Business Support and Operations

  • Sep 2011 - Present

  Founder Member. Working for the CIO's office.Business Support & Operations –# Management of technology application launch til stabilization that involves user training, query resolution, handholding and inter-departmental interactions and coordination’s.# Building and managing the knowledge repository acquired during various application support# Creation of knowledge base that contains problems reported by users with the corresponding solutions.# Effective and management of stakeholder expectation in terms of base requirements against application delivery, educating users on effective utilization of functionalities made available.Business Analysis & Quality Assurance – # Collect, document, and analyze business requirements, clearly stating project scope, current process and proposed solutions with appropriate recommendations for system changes.# Conducted analysis of business processes and metrics; identified opportunities to streamline and automate processes and functions.# Develop and implement business-testing strategies, by translating business requirements into test plans and analyze results as compared to business requirements.# Coordinate and participates in the testing processes including user acceptance, integration testing and regression testing.# Work closely with business partners and ensuring business requirements are implemented successfully in an efficient and effective manner.# Core member of Insurance Process definitions and Greenfield Project, involved in Quality & Process Re-engineering initiatives for improving the process and redesigning end-to-end Management Model. # Played a pivotal role in designing, development and implementation of the Web Based Application for Intermediaries and Broker organizations.# Conceptualized, designed and implemented the solution on Mobility platform for bringing efficiency and speed in handling of claims. Show less

• SVP & Head Operations

  • Sep 2017 - Feb 2023



Reliance General Insurance

• India
• Insurance
• 700 & Above Employee

• Senior Manager Operations

  • Aug 2007 - Aug 2011

  Working for the COO's office # Overall management of Corporate operations and handling receivables across branch and corporate office. # Led overall Insurance policy management ensuring defined SLA’s are met across all line of business. # Reengineered the commission structure across all line of business and channel organizations that includes performing a detailed study of existing compensation structure (primary and secondary), evaluating existing Bank and Policy to Money reconciliation process cutting across various functions. # Reengineered the overall payment management process that includes payment realization and dishonours across all line of business and channel organizations. # Led and was responsible for customer service and satisfaction index at regional level encompassing grievance management across Policy and Claims lifecycle. # Designed, developed and implemented Inwarding and Collections management system that took care of insurance proposal Inwarding, receivables, document tracking and monitoring. # Implemented additional receivable type i.e. Credit Card for all line of business. # Coordinated with technology in providing system requirements for existing and new insurance products. Special Mention # Awarded a certificate for implementing fastest Lean Six Sigma Project in Service Quality. (Scope: Improving IMD Commission Payment Accuracy & Timeliness) # Presented Idea Express Innovative Award for the following projects: (a) Pre-deposit PIS functionality which had enabled intermediaries to deposit receivables at bank and then handover proposals at branch with receipt, this helped in speeding up funds and reduction in risk of Cash/ Cheque Handling at Branch. (b) Inclusion of proposal related details in premium receipt which was the need of market. (c) Credit card as mode of receivable for intermediaries which helps in controlling loss of revenue due to cheque dishonor. Show less



ICICI Bank

• India
• Banking
• 700 & Above Employee

• Branch Operations Manager

  • Dec 2003 - Jul 2007

  Reporting to Branch Manager # Overall management of day-to-day branch operations, Monthly / Quarterly & Annually MIS submission to Region & Corporate. # Achieved ‘Zero complaint level’ at branch office by effective use of CRM software. In this the measurement tools are Project Terminator and FOCUS Survey (Feedback on Customer Services). # Overall management of customers queries, daily vouchers verification / authorization, Cash Management System Authorization. # Achieved excellence in service quality of operations using tools like Six Sigma Matrices and SOX. Five S implementation at Branch office. The objective was to have better managed workplace and individuals. # Achieved the conversion target of 120 units of sale per month through Retail Business Development Channel in all the available Liability Products offered by Bank and other Strategic partners. Conversions included the segment wise achievement of targets in Life Insurance, General Insurance, Gold, Mutual Funds, SIP, GOI Bonds, Fixed Deposits, Recurring Deposits & Savings Bank Accounts. # Achieved the conversion target of 80 units of sale per month of Assets products. Targets included all the Asset products offered by ICICI Bank Limited like Car Loans, Housing Loans, Two Wheeler Loans, and Personal Loans & Credit Cards. Show less