Assistant Manager
Prometric Testing Pvt. Ltd.
Total years of experience :20 years, 8 Months
Manage Operations and Business Development for Projects in Central and East India.
Recruitment and Contracting of Online Assessment Centers across Central and East India.
Establish Contact and Develop Relationship with the Centers to ensure support and co-operation during projects and mitigating risks.
Negotiate Commercials with Centers to ensure deliverable are met within assigned budgets.
Facilitate Infrastructural Appraisals of the Assessment Centers and identify the Infrastructural and Technical shortfall with respect to requirements.
Work with Internal and External teams to ensure the requirements are completed within the established timelines.
Identify and manage Infrastructural and Technical Vendors to support activities.
Provide Operational training to the Center staff on the policies, procedures and practices required for quality delivery of the project.
Manage, train and motivate a team of 20 Center Supervisors for successful delivery of tests.
Manage the logistics for material required for conducting the assessment at the center.
Participate actively in Quality Assurance, Audit programs and other initiatives as a flexible player.
Preparing weekly and monthly MIS for the project to be shared with Senior Management.
Increase renewal premium collection and retain customers through various strategies and campaigns.
Resolve complaints and escalations received from customers with reference to premium payments.
Automation of Persistency and Retention reports.
Monitor and drive collections of Orphan policies.
Reconcile premium payments and resolve discrepancy.
Documentation of Business Requirements for IT developments
Co-ordinate and work with IT for the development of persistency reports on company portal
Prepare department dashboard and publish it to top management.
Calculate Persistency percentages, ratios and Analyse payment patterns, methods and customer database.
Provide MIS support to the Operations, Sales and Retention Executives
Design and drive projects and contests to improve customer retention
Track performance of Operations, Sales and Retention Executives
Monitor and drive performance of outsourced collection vendors.
Co-ordinate with marketing for publication of monthly persistency performance.
Presently handling operations in Mumbai, Gujarat, Goa and M.P
Operations: Assisting Operations Manager and Sr. Manager in formulating Plans and Strategies in order to meet optimize cost and increase efficiency.
Preparing weekly MIS reports for Operations.
Attending existing client meetings to solve bottlenecks and escalations.
Attending client meetings to get a process download, define the process and provide inputs.
Maintaining and Reporting operational hours for payroll purpose.
Conducting appraisals for confirmation and bonus payouts.
Recruiting: Conducting interviews to hire new Executives, Sr. Executives and Contractual Employees.
Administrative: Approving Travel Costs, Coordinator payments, venue charges etc.
Handled a Team of 16 for an Insurance Tracking Process.
Operations: Assisting Operations Manager in formulating Plans and Strategies in order to meet Service Level Agreements.
Preparing daily MIS reports for Operations and Business Units.
Conducting Quality Checks and ensuring Quality Assurance standards are met in accordance with the Service Level Agreement.
Attending Quality Calibrations and Conference Calls
Maintaining and Reporting operational hours for payroll and business unit billing purposes.
Reporting of Performance stack ranking and productivity metrics.
Training: Conducting process training for new recruits
Recruiting: Conducting interviews to hire new Customer Service Representatives for the process.
Administrative: Handling Administrative issues like Transport Rosters, Salary issues, Discipline track sheets, Performance Improvement plan, etc
Collection of Past Due Payments on Credit Cards for an American Financial Institution.
Completed a 2 year PGDBA program in Finance from Symbiosis Pune