Product manager - DCB bank
Project Management – Needs Analysis incorporated in banks current system. Insurance data uploaded in bank server for analysis and to build business opportunities. Process Enhancement – Laid down process created for attachment business. Adhoc created saving account product for retail liabilities. PM scheme note and sourcing created in layman language.
- Create BRD's, FRD's, Process Note's and Product Note's.
- Liaise with all various stakeholders for process improvement and implementation.
- Liaise with IT for new improvement pertaining to Insurance sourcing.
- Reporting KORI to risk team.
- Reporting and highlighting potential risk items to management.
- Ensuring all data and excel sheet we receive for insurance with customer PI are password protected.
- Rolling out communication on PM scheme enrollment to entire bank employees.
- Engaging with all Insurance partners for process related discussions.
- Timely submission to SLBC is been done for monthly, quarterly, half yearly and yearly reporting and ensure that correct data is reported without breach on time lines.
- Ensure bank is complaint and follows RBI and IRDAI guidelines.
- Agreements with Insurance partners - Corporate agency agreements followed by other marketing related agreements.
- Support to Business team in regards to process, product and various other parameters so fee / revenue target is achieved.
Deputy Manager - Dhani Healthcare and Pharmacy pvt ltd.
- Hire, train and onboard new Call Center Agents as required meeting quotas.
- Provide coaching and assistance to call center agents on an ongoing basis.
- Prepare weekly reports for submission to management.
- Ensure that all employees follow the company's best practices for call center management and operations.
- Develop presentations and talks to motivate and educate call center agents.
- Communicate company goals to associates so every employee understands his or her role.
- Conduct periodic surveys of customers and potential customers to ensure quality control.
- Analyzed team & individual statistics, prepared reports, devised & implemented incentive programs.
- Fortnightly review with team with regarding productivity, quality, process & performance. Handling escalation calls.
- Prepare Presentation for HOD weekly review.
- Analyze statistics of process and explain the Key of improvement and changes which needs to be implemented in ongoing process.
- RCA
Assistant Manager - India Bulls Group pvt ltd
- 3 different teams to handle and showcase my caliber and learn team management.
- Listen to call recorded/live or barging while communicating feedback.
- Implement Agent training & coaching initiatives.
- Operations Management
- Utilized reporting tools that track performance at department, team and individual level to measure productivity & quality
- Analyzed team & individual statistics, prepared reports, devised & implemented incentive programs.
- Handled email escalations & Data verification process
- Fortnightly review with team with regards to productivity, quality, process & performance. Handling escalation calls
Assistant Manager - Indiabulls Consumer Finance pvt ltd
Customer Care Executive - Indiabulls Housing Finance
- Executing different strategies and planning to achieve monthly target of the process.
- Making accurate, rapid cost calculation to provide customer with multiple choices on Insurance.
- Cross Sell of Insurance products to existing clients over the phone.
- Insurance survey of New on boarded customers.
- Customer retention – Ensuring maximum customers are retained with Insurance products.
- Internal team coordination
- Day to day interaction with senior manager and discuss the plan of action with execution.
Customer service - IndiaFirst Life Insurance Pvt Ltd
- Maintaining relationship with existing Rural regional Bank Partners and propose value proposition to them for achieving the revenue.
- Sales support from Head office to gain maximum mind share.
- Achieve targets for designated territories with multiple branches mapped.
- Responsible for training on product and process to Village level entrepreneur on Micro Insurance with Business numbers outcome.
