Experience

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  Advance India Projects Limited

  • Gurgaon

  • Head – Facility Management

    • Jan 2019 - Nov 2019
    • Gurgaon

    Managed 6 projects with approximate 1500 customer base with annual operating budget of 12 Crores. The portfolio includes 236 acres vide 2 residential townships; 9.5 lakhs sq feet in Commercial (2 projects)and 6.5 lakhs sq feet in Retail (2 projects). User Experience: Integration of “User experience” element with facility operations & customer management. Introduced 5 Senses concept –for adoption by employees in day to day working. Reviving retail operations: Finalization of revival plan - refurbishment, visibility, footfall buildup, customer engagement, efficient operations& alternate revenue streams.  Building Customer connect & reviving Investor relationship: Launched dedicated maintenance customer support team to support timely resolution of customer issues at site. Initiated management reporting on site performance &linkage with customer issues. Building consensus for investor engagement plan to resolve issues& regularize future payments from investors. Simplification of processes: Vendor contract & payments, customer billing & collections (maintenance) and Customer complaints management. Implementing CRM to strengthen accountability & ownership for customer experience post possession stage. Utilities & Assets performance–Implementing Plant & Machinery module (SAP) and QR coding for all assets for automated asset performance tracking and Building compliances. Ensure Compliances: Audits to ensure conformity –Vendor management& Manpower agencies. Alternate revenue stream: Opportunity mapping & execution – Value Added Services for customers, Parking management, Food kiosks, Space sales, Club activities and casual leasing rentals.

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  Param Shakti Peeth

  • New Delhi, Delhi, India

  • Head Of Business Operations

    • Jul 2018 - Dec 2018
    • New Delhi, Delhi, India

    Was responsible for professionalization of the NGO - ensure full utilization of resources, bring transparency in operations & utilization of funds received through donations, develop reporting to build transparency, ensure operational efficiency to make center self-sustainable

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  Business Park Maintenance Services Pvt Ltd at BPTP Limited

  • NCR - National Capital Region, India

  • Vice President-Facilities Operations and Customer Care

    • Mar 2013 - Jun 2018
    • NCR - National Capital Region, India

    As Vice President- Facilities business, I was heading Facility management vertical of real estate organization - BPTP Limited: Overall responsible for strengthening customer experience (processes - site operations, billing & collection, customer service, and business profitability for 14 delivered projects / approximately 11660 customers). Achievements#Management reporting around customer voice: Brought focus for resolution of customer issues, st up dedicated maintenance customer support team through email & voice processes. Set up system to share insights from customer voice with senior leadership to minimize legal, compliance and brand risks. #Bridged communication gap with customers : Through regular interactions with RWAs, site team and senior leadership. strengthened communication & trust in minds of customers. Weekly site visits backed up by regular updates on issue resolutions brought in perceptible change in minds of the customers. Overall enabled build mindshare of senior leadership for customers.#Set up Processes & systems framework to align employee behavior: Implemented standardized processed for site operations.# Customer centric culture -Established ownership & accountability by bringing visibility around customer voice through regular MISs that reflected financials and its linkage with customer voice. Overall MIS and dashboards strengthened connect between site team & senior leadership and helped solve customer issues and recover dues from defaulters.#Revenue assurance: Discipline and focus at revenue reconciliation, billing, customer communications strengthened site team’s control on recovery of maintenance charges. Focused recovery activity management at all ends enabled recovery of 58 Crores during Apr 16 to Dec17.Notable credits:# Was given the opportunity to manage additional processes like site operations, Unit handover & Sale deed execution.# Was chosen to be on-boarded as Non-executive woman director on the board of BPTP Limited.

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  Religare Securities Limited

  • New Delhi, India

  • Associate Vice President - Business Strategy

    • Apr 2011 - Mar 2013
    • New Delhi, India

    As Associate Vice President – Strategic Business Initiatives, i was responsible to execute projects of strategic importance across broking business. Key Projects handled:Management infrastructure and Performance management - Revised KRAs of job families in sales & aligned incentive plans, develop training programs,draw & launch 'Change' program to drive change orientation amongst the sales teamsReview state of variable channels:Designed, administered a detailed survey to gauge channel partner's feedback, ascertain the improvement areas,executed initiatives to firm up support for variable channels. Client communication revamp: Full review of client communication with the objective to simplify and sharpen the same by revisiting the communication drafts and client interface utilities across the client life cycle.Client Re-pricing: The initiative aimed at reducing price leakage set of 27000 clients.This initiative yielded a revenue uplift of more than 100 lakhs within eight months of implementation and enhanced client activity ratios.Branch Consolidation: A large project involving rationalization of 70 physical branch outlets and migrating 2 lakh customers with the financial objective of sustaining 80% revenue post consolidation by ensuring client activity ratios and overall client relationship retention which was achieved.Integration of a broking firm acquired by the group: Worked as the lead integration manager to integrate people, migrate clients & on-board channel partners. Succeeded in migrating 70% revenue.Currently working on a project with the financial objective to increase the contribution of revenues of variable channels from the current 30% to 60% over the next 18 monthsNotable credits:• Nominated for ‘Star of the Quarter’ award in Q4 FY11-12 in recognition of effectively handling two key projects - Branch consolidation & Client Migration and Shreyas Broking integration projects

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  AVIVA Life Insurance Company Limited

  • Senior Partnership Manager

    • Sep 2007 - Mar 2011

    Ensure smooth functioning of the partnership (The Royal Bank of Scotland) and managing the overall partner relationship. Ensuring complete alignment & mindshare from bank & drive business initiatives.Key Responsibilities:Business Planning: Bottoms up planning exercise for the partnership basis understanding of product opportunity in the partner client base. Developing & executing Marketing, Rewards & Recognition initiatives to support business plan.Monitor key metrics (free-look cancellations, business persistency) & proactively streamline processes that impact these metricsEnsure training intervention for internal and partner sales teams to support objectives of business plan.Standardization & automation of MIS to partner & sales teams. Notable credits:Marketing led initiative contributed to overall 8% of issued premium delivery in channel in year 2009.Facilitated development of tracking reports to identify 'churn' in existing portfolio.Averted renewal premiums leakage to the tune of 8 crores issued business due to process level audit intervention.Recognized with the coveted 'Star Achiever' award.

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  TATA AIG Life Insurance Company Limited

  • Assistant Manager

    • Aug 2005 - Aug 2007

    Responsible for achieving the targeted product mix in various bancassurance partners like HSBC, Citi financial, call centers and deliver business targets for the zone. Build & leverage the local level relationships.Key Responsibilities:Manage the partner relationships at the zonal level to ensure mindshare & support. Training: Supported the partner teams with the required training inputs & required interventions to enhance core product knowledge, effective product positioning & bundling. This was coupled with complete on the job sales training.Activity Management: Ensure strong product line visibility in partner locations. Execute lead generation & client engagement activities at zonal level.Responsible for optimal utilization of the available budgets to launch zone level rewards & recognition in close consultation with partners. Notable Credits:Successfully launched the health product in 120 Citifinancial branches (pan North) in a duration of six weeks.Achieved the highest all India penetration of 70% in CitiFinancial in a period of five months from launch.Maintained the highest pan India FPM activity ratio of 60% across eight HSBC Branches in Delhi & NCR.North Zone delivered highest year on year business growth in the country - 63% for the year ending Nov'06 & for the period Dec'06 to Mar'07. Received the Premier Producer award for the same.

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  ICICI Prudential Life Insurance Private Limited

  • Agency Manager

    • May 2002 - Aug 2005

    Build retail distribution network to develop a self sustainable retail business model that met the set quality & compliance norms. Key Responsibilities:Recruit & manage a team of licensed advisors; provide complete training support to the team including products, processes, on the job training through regular joint sales support.Drive need based selling approach, deliver the product mix & meet the activization ratios & productivity targets.Regular activities in the corporate including giving the presentations to the employees and advising on tax saving solutions. Supported the team by facilitating round the year canopy activities in the corporate. Initiated client engagement activities and local rewards recognition for the team.Notable Credits:Built 'Selling through effective servicing' approach towards managing the HNI client portfolio.Consistent delivery of business targets on all parameters; regularly cleared 'Fast-track' program.Three financial advisors qualified for the internal career progression program-'Pinnacle'

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  Earth Water Group

  • Senior Executive

    • Nov 2001 - Apr 2002

    EA Water is India's leading marketing solutions provider in Water industry, the only ISO 9001: 2000 certified company in the publication and events sector.; Marketing SolutionsKey Responsibilities:Meet revenue targets by generating the subscriptions for the magazine & space sales.Enhance brand visibility through organizing seminars and driving participation from the corporate &medium-sized organizations. Notable Credits:Augmented the over all subscriber base by 20% .This was possible by tapping the small sized relationships in overall north region (outside Delhi & NCR).Bagged the biggest account for the organization - Degremont by closing a year long advertisement booking.

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  APEX Executive Search

  • Relationship Manager

    • Jun 1998 - Jun 2001

    Key Responsibilities:Fulfillment of the middle level manpower requisitions. This involved head hunting & executive search for specific profile requests. Induct & train new team members & overview the team performance.Client servicing for key accounts-Reuters; Profile Vision etc.