Senior Operations & Business Development Manager
Evolve Garments Trading LLC
Total des années d'expérience :20 years, 5 Mois
• Managing sales team/tele calling team and their productivity
• B2B selling of uniforms at schools and corporates
• Client servicing post sales
• Relationship management with key stakeholders in schools, universities for business development
• Sales planning and forecasting
• Driving customer retention and loyalty program amongst schools
• Formulating and managing incentives schemes/ rewards and recognitions and commission payout to team
• Formulating SOPs and managing SLAs
• Cost benefit analysis and managing P&L
• Campaign and marketing activities management
• Managing ATL/BTL marketing initiatives
• Identifying new platforms and events
• Vendor creating and negotiation
• Performance Management and Training
Key Responsibilities
• Designing and monitoring service levels for key business processes
• Periodically monitoring SLA adherence ensuring seamless functioning of Centralized Action and Resolution System (An application confluencing all departments at Home Office centrally taking care of all requests/queries/complaints of Full Time Employees). Won best Project for the year 2013-14 amongst Max group. Won project with Maximum Business Impact for the year 2013-14
• Process and Procedures training to new joinees
• Process analysis and re-engineering
• Driving improvement projects
• Performance management of 90 plus resolution providers mapped with CARS
• Responsible for managing syndicated customer relationship assessment through sponsored/ blind surveys and sharing the customer experience with relevant stakeholders
• Involved in formulating strategies to enhance productivity and profitability of distribution channels basis assessment findings
• Review, evaluate and update the quality framework to ensure its effectiveness and relevance
• Handling Quality Audit planning, liaising with various functions on corrective and preventive actions taken and closure of prior non conformities with various functions
• Managing iVOC program (Voice of Internal Customer) a company vide initiative to formulate interdepartmental SLAs
Key Responsibilities
• Responsible for managing all operational aspects of the department
• Periodically monitoring SLA adherence
• Ensuring seamless functioning of Centralized Action and Resolution System (An application confluencing all departments at Home Office centrally taking care of all requests/queries/complaints of Full Time Employees). Won League of Honour in 2013 for this Industry first initiative
• Meeting project milestones within defined timelines and achieved MOS of 98% call resolution within TAT. Won Project of Year 2013 in Annual Quality R & R
• Improvement in issue resolution TAT of overall processes
• Gap analysis and identifying improvement areas in various processes
• Working on new initiatives identified by SLT
• Improving E-SAT index in long run identified as a critical MOS. Won Quality Council of India Commendation Award for achieving Project MOS of 98% call resolution within TAT and improvement in E-SAT
Key Responsibilities
• Maintaining inter departmental SLAs
• Managing Persistency for the Channel, active member in various Project initiatives for Channel persistency improved from 72% to 83%. DST persistency project stood 3rd in Project of the Year 2012
• Handling outbound telecalling process for C-Sat and Renewals Collections
• Cost saving initiatives and Profit and Loss management for the channel Operating Expenses reduced from 74% to 54%
• Campaign Management on existing customers successfully drove Gold Circle Campaign (achieved a case size of 1, 00, 000 and penetration of 3%), B’day campaign, Anniversary Campaign
• R and R planning and execution for various levels of sales force. Launched more than 10 contests in an year
• Involved in New Joinees orientation, induction
• Managing licensing and SP certification for DST and Bancassurance. Recognized by CEO for being instrumental in initiating and implementing Licensing process for AXIS Bank partnership the biggest banc assurance tie up
• Key Responsibilities
• Single handedly managed North, East agency, South (only ULIPs) and Amsure (An Amway collaboration). Discrepancy rate for Amsure reduced from 65% to 13% within six months
• Elementary Underwriting Guidelines, New Business Processes and Insurance Guidelines for Proposal Form Filling training to sales force of Agency, emerging markets and various partnership distribution across India in MOS and NEO
• Instrumental in maintaining lower TATs for High Net Worth Individuals (HNI) cases. Received more than 20 Culture Ambassador Nominations in an year for displaying core values of Max Life
• Supervising and training outsourced team of MNYL on changes or updates in new business processes or IRDA guidelines
• Handling 1st pass QC and Data entry Processes for Agency
• Complaint handling-coordinate with the branch offices and other departments
PRIOR EXPERIENCE: Mar '02 to Sept" 05 Kotak Mahindra Life Insurance
Worked as a Sr.Ops Executive handing Back Office Operations and Telecalling Team
Key Responsibilities:
• Managing back end operations for Bancassurance, Corporate Channels & Others.
• Managing telecalling team and monitoring the Fresh Appointments for Insurance Selling and for Renewals as well.
• Initial Underwriting of the Proposals at the General Office Level.
• Responsible for handling walk- in customer queries regarding policy, renewals, documentation etc.
• Srutinizing the application at the first level and sending them to New Business (Mumbai) for further processing.
Symbiosis SCDL Symbiosis, Pune PGDBM 2002 Sales & Marketing
Delhi University University of Delhi, India B COM 2000 Commerce
Kendriya Vidyalaya CBSE HSC 1996 Science
The table below gives light on account of my academic performance over the past few years. Institution Board/University Examination Year Subjects Kendriya Vidyalaya CBSE SSC 1994 General