سانديب Marar

Preparing submissions and procuring suitable terms from underwriting partners in line with organizational framework and in collaboration with technical team.
Gauge the condition of business or individual customers and discover plans according to their requirements.
Having an in-depth knowledge of business products and value proposition, managing the entire sales lifecycle from prospecting to quoting, acquisition, on-boarding and retention.
Collaborate with clients to introduce them with befitting risk management strategies.
Providing appropriate guidance and support through actionable suggestions over client’s insurance decisions.

Retaining key focus on business development, planning, implementing and coordinating sales activities to achieve sales and gross profit margins
Managing key customer relationships and negotiating customer agreements according to annual operating plans while successfully delivering against the customer's expectations.
Having an in-depth knowledge of business products and value proposition, managing the entire sales lifecycle from prospecting to quoting, acquisition, on-boarding and retention.
Identifying and mapping business strengths and customer needs, negotiating with stakeholders, reporting on successes and areas needing improvements.
Providing appropriate guidance and support through actionable suggestions over client’s insurance decisions.
Ensuring that all the company’s stakeholders and investors are able to get superior ROI and witness year-on year growth across all company product lines.

Achievements:
Accomplished a business volume of 1 million AED in less than 10 months.
Achieved 100 % client retention (renewals) for two consecutive years.

Key Responsibilities:
Provided leadership and vision to the company’s growth plan, developed long range and annual plans and achieving group and product wise profitability targets.
Built and fostered strong relationships with stakeholders, developed new markets and identified opportunities to increase revenues.
Explored new business opportunities, contributed to product innovation as per the market requirement,
Implemented cost management strategies for the company to achieve set targets.

Achievements:
Spearheaded a team to improve the operational systems, processes and policies in support of business targets as well as better management reporting, information flow, business process and organizational planning for UAE branches like Abu Dhabi, Dubai and Ras Al-Khaimah.
Designed and implemented a framework for purchases resulting in an overall savings of AED 250, 000 in less than 9 months.
Constructed an effective reporting framework to monitor sales/ purchases on daily basis. Streamlined and implemented an approval matrix for LPO’s generated to trim down unwanted purchases.
Orchestrated a collection process-improvement initiative to receive payments on time (month/month) from customers.

Key Responsibilities:
Tailored policies/ processes and technologies or operating guidelines to equal changing business needs, industry trends in compliance with organization policies and guidelines.
Formulated strategic sales plans and forecasts, organized and aided tactical resources and technologies to augment the organization’s reach and profit volumes at branch levels.
Managed the entire sales administration function from inception to completion.

Highlights:
• Led a team to accomplish the project target of collecting 172 Cr and 213 CR set by the management in two separate quarters.
• Designed a process manual to be used as an "on call help", to provide first call resolution to the customers and also as a training material for the new recruits.

Key Responsibilities:
• Handled customer calls and help desk mails with immaculate quality and excellent communication skills; answered and fulfilled all requests by clarifying desired information in a professional manner with minimal TAT.
• Effectively remediated any complaint/ grievances; used ethical techniques in line with organizational standards to devise solutions while escalated serious issues/ complaint to Team Leader/ Specialist.
• Provided floor support to the team, explored any opportunity to add value to job accomplishments, recommended new ideas for improvement in work processes to institute an environment wherein customer service can flourish.
• Administered routine business functions like accepting the booking, allotment process, registration, bank disbursement, possession etc., in accordance with organizational guidelines and policies.
• Routinely provided line managers with detailed monthly reports including sales data analysis, forecast/budget achievement for strategic analysis and interpretation.
• Coordinating with the line managers to address and resolve all service delivery internal/external audit issues with established audit processes and implemented corrective actions from all audits and investigations conducted.
• Organized training of the new team members to improve performance and conducted periodic performance reviews to maintain a motivated team and attain high service levels.

Designation Chronology:
• October 2009 - July 2011: Unit Manager - Cards Quality
• March 2009 - September 2009: Unit Manager - Debt Restructuring Quality
• August 2008 - February 2009: Unit Manager - Auto Quality
• April 2008 - July 2008: Quality Analyst - Citicorp Trust Bank (Originations)
• January 2007 - March 2008: Senior Customer Service Representative - Citi Home Equity Mortgage (Originations)
• August 2005 - December 2006: Customer Service Representative - Citi Home Equity VOE Process

Joined the organization as Customer Service Representative and moved up the career hierarchy meriting multiple promotions up till the position of Unit Manager - Cards Quality, through exceptional performance.

Highlights:
• Instrumental in seamless migration of new quality assurance project for Cards, Debt Restructuring and Citicorp Trust Bank to TCS e-serve, assisted and resolved any troubleshooting problems arising thereof.
• Demonstrated highest standards of technical excellence and professional objectivity and merited accolades and awards as under:
- “Champion of the month” for Jun’06, Jul’06, Dec’06 and Mar’08
- “Best Customer Service” certificate for Jan’07, Jul’07 and Aug’07

Key Responsibilities as Unit Manager:
• Monitored assigned business functions like Cards Quality, Debt Restructuring Quality and Auto Quality with key emphasis on outlining potential legal violations and effectively minimizing the same.
• Generated an array of technical reports, MIS and agent productivity/ skill development report for top management review. Established trends on past business performance; identified variations/ risks and devised innovative approaches to mitigate the same.
• Oversaw a variety of business functions like evaluated productivity data, defined targets, managed system entitlements, fostered automation of reporting, computed process notes/ maps and performed training and agent management in line with best practices as prescribed by COPC.
• Interfaced with clients via call quality managers/ AVP’s; aided in instant resolution of disputes and provided vital information of call quality for incentive pay outs of US agents. Formulated unit bills and implemented a rigorous follow-up with clients for approval and final pay-out.
• Facilitated in smooth execution of internal quarterly/annual audits like RCSA, IQMS, TPISA, established critical initiatives for maximizing productivity, minimizing appeals/ variance and securing satisfactory rating.
• Mediated extensively with Manager, AVPs and Centre Heads across CitiFinancial Auto, Citicards Business Centers in South Carolina, Texas, Florida, Kansas City, Albuquerque, Arizona and Kansas City for smooth accomplishment of routine business processes.

Key responsibilities as Quality Analyst:
• Monitored calls (agents) of Mortgage Originations from US, compared and contrasted the results with call monitoring scorecards and presented vital inputs to agents for any deviation identified.
• Provided fundamental support in execution of periodic audits to help organization recognize/ correct problems and increase its effectiveness.
• Evaluated individual performance against pre-defined SLA identified gaps and organized requisite trainings for existing/ new recruits in CMI and CTB portfolio to augment individual productivity.

Key Responsibilities as Senior Customer Service Representative - Mortgage Originations Process:
• Handled supervisory calls, mitigated a variety of customer complaints, inquiries and escalations with close scrutiny on individual call quality, AHT and schedule adherence for CHE second mortgage arm of Citibank.
• Collated information and developed customer complaints tracker and MIS which made basis for developing strategies to improve overall customer satisfaction.
• Performed other administrative tasks like assisting in internal audits, providing training and supervising trainees/ new joiners for processes/ updates, identified service gaps and instituted a service management methodology to eliminate escalations.

Key Responsibilities as Customer Service Representative - Citi Home Equity VOE Process:
• Optimized established procedures to conduct VOE for CHE - 2’nd Mortgage customers and thus verify the employment history, determine the borrower's job stability and cross-reference income history stated on the loan application form by the borrower.
• Ensured highest quality for all calling processes maintained and updated leave tracker for team and provided strategic recommendations to overcome service gaps.

Highlights:
• Bestowed “Collector of month” for Oct’04, Dec’04, and Jan’05

Key Responsibilities:
• Communicated with customers with highest degree of courtesy and professionalism and devised strategies/ policies to maximize 2’nd effort collections (credit cards) for clients like American Express and Bellsouth.
• Conducted periodic quality checks, provided strategic guidance and leadership to team (blue line collectors) and new recruits to achieve the highest levels of quality and service and meet client goals.
• Contributed information and analysis to develop reports for process on daily basis, identified significant variances and developed remedial actions to ensure consistency in operations.