Vidya Yatin Parwatkar
Senior Manager, Business Solutions Group And Certified Scrum Product Owner (CSPO) With Extensive Experience Leading High-value Digital Projects. Adept At Translating Complex Business Requirements Into Scalable Digital Products
Thane West
Summary
14 years of versatile experience in Insurance Sector 07 years of experience in Group Operation - set up New Business, Renewals, Mid Joiners, Mid Leavers, change in sum assured, Group Claims and 07 years’ experience in projects, preparing BRD, analyses gaps of process, Robotics, individuals testing in Group Business and Retails Business. Domain expertise in Group Term Insurance, Group Claims and Individuals Process leadership qualities coupled with good analytical and communications skills
Overview
1
1
Language
9
9
Certifications
15
15
years of professional experience
Work History
Senior Manager in BSG(Business Solution Group)
KOTAK Life Insurance, Mumbai
04.2024 - Current
- Current Role: Senior Manager (Senior Manager in Business Solutions and Group)
- Job Profile: 1. Key Responsibilities
- I. Stakeholder Collaboration
- Work closely with stakeholders across different business units (e.g., operations, marketing, IT, and customer service) to identify business needs and define the scope of solutions.
- Facilitate communication and manage expectations between business stakeholders and technical teams
- Ii. Requirements Gathering and Analysis
- Collect, document, and prioritize business requirements for both short-term and long-term goals.
- Engage with business users to gather functional and non-functional requirements and translate them into clear specifications for development teams
- Iii. Solution Design and Implementation - Support the evaluation of existing solutions and recommend modifications or new solutions for better business alignment
- Iv. Project Management Support-
- Assist in managing projects from initiation to completion, ensuring that deliverables meet business objectives.
- Track progress, ensure timelines are adhered to and provide regular updates to senior’s
- 2. Project Work:
- Digital Customer Experience & IVR Management
- Managed digital customer service touchpoints including IVR, chatbot, WhatsApp, and query forms, ensuring seamless customer experience across channels.
- IVR Migration & Vendor Management
- Evaluated vendors for call center setup and Voice BOT implementation, including preparation of vendor evaluation matrices and functional RFPs.
- Initiated and coordinated NDA processes with IT, ensuring compliance for vendor onboarding.
- Successfully led migration of call center platform from CISCO to Ubona, covering both inbound and outbound processes.
- Gathered business requirements and prepared Business Requirement Documents (BRDs) for inbound and outbound IVR processes, securing stakeholder sign-offs and coordinating with vendors.
- Designed and executed 1,800+ comprehensive test cases covering positive and negative scenarios for IVR, inbound, and outbound processes.
- Led and managed User Acceptance Testing (UAT), aligned test cases with business requirements, and tracked defects to closure in collaboration with vendors.
- Successfully completed UAT and provided sign-off (Oct 17, 2025) for IVR, inbound, outbound, reports, and communication flows; collaborated with CCM team for customer-triggered communications.
- Oversaw production issue management, coordinating with internal IT teams and vendor for timely resolution.
- Conducted weekly/monthly project governance meetings with IT and stakeholders to track progress and risks.
- Developed dashboards for supervisors and agents, improving monitoring and operational efficiency.
- Built and customized reports for inbound and outbound processes based on business requirements.
- Monitored DORG metrics across IVR, WhatsApp, and chatbot channels, raising and resolving production issues proactively.
- Whats App & Web Chat Application
- Configuration and enhancement of Kotak Vital Care (H03) for Term product
- Drove customer experience enhancements through welcome banner modifications and UI
- Worked on the Flex Migration project, driving process improvements and supporting successful implementation of enhanced business workflows
- Designed and implemented the ‘Edit ECS/SI Mode’ use case, enabling customers to modify payment instructions through digital self-service channels
- Current working –
- Working on MuleSoft migration
- Working on Proactive nudges on BOT for renewal due
- Query Form Application
- Enhanced query form application with STP for Bonus, Payment Confirmation, Dispatch Queries, and ECS-related requests.
- Automation, STP & Digital Enhancements
- Identified and implemented STP (Straight Through Processing) use cases across query forms, chatbot, and WhatsApp channels to reduce manual intervention.
- Implemented real-time NPS triggers for IVR to capture customer feedback effectively.
- NPS (Net Promoter Score) for Digital Touchpoints-
- Tracking & Analyzing NPS: Using Qualtrics, collected feedback on a monthly basis, segmenting the data by device type and customer journey. This allowed us to gain a deeper understanding of customer satisfaction across different digital channels.
- Feedback Analysis- analyzing detractor feedback and using the insights to improve a self-serve application
- Social Media Promotion for Digital Adoption :-
- Monitored digital platform performance and customer adoption trends, identifying service gaps and declines in usage. Collaborated with Marketing to design and publish customer awareness campaigns through social media, emailers, and Point-of-Transaction Displays (POTD) on a bi-monthly basis.
- Led the development and launch of a dedicated NRI Center on the company website, enhancing accessibility to services and improving the customer experience for NRI policyholders.
- Managed enhancements to digital customer communication assets, including redesigning and updating the Digital Services Brochure with newly introduced self-service features and customer journeys.
- Partnered with Marketing and business stakeholders to conceptualize and implement the NRI Corner, providing quick access to customer care, policy purchase options, claim status, policy servicing, premium receipts, fund statements, FAQs, and key product benefits.
- Prepared and shared monthly OFTEC reports with the Customer Experience (CX) team, supporting customer insights and service improvement initiatives.
- Successfully designed and integrated the "Happy You" feature/icon across the Query Form application and other key digital touchpoints, improving customer engagement and enabling seamless access to digital services.
- Collaborated with cross-functional teams to drive digital adoption initiatives and enhance customer self-service capabilities across multiple digital channels.
- Contributed to customer experience improvement programs by analyzing digital service usage patterns and recommending platform enhancements based on customer behavior and feedback.
- NPS (Net Promoter Score) for Digital Touchpoints
- Tracking & Analyzing NPS: Using Qualtrics applications, collected feedback on a monthly basis, segmenting the data by device type and customer journey. This allowed us to gain a deeper understanding of customer satisfaction across different digital channels.
- Feedback Analysis- Analysing detractor feedback and using the insights to improve a self-serve application
- Track and analysis of Digital Application –Tracking performance & engagement of the hosted on social media
- Voice BOT & Innovation Initiatives
- Currently driving Voice BOT implementation and enhancement of IVR capabilities.
Manager in Group Claims
SBI Life Insurance, Navi Mumbai
11.2021 - 03.2024
- Current Role: Manager
- Job Profile: Project Work:
- 1. Process Automation & Digital Transformation
- Developed robotic process automation (RPA) solutions for claim registration in the BaNCS system.
- Implemented automation for raising requirement requests with SBI Bank through email workflows.
- Developed automation for creating and routing investigation cases through email-based processes.
- Implemented robotics solutions for closure of claim cases in the APEX module.
- Developed an automated claim acknowledgment SMS solution using Bitly links for customer communication.
- Currently developing an automated claim settlement intimation process for customers.
- Developing an automated claims letter generation module within the APEX system.
- 2. Operations Management
- Managing and mentoring team members while ensuring smooth BAU (Business as Usual) operations.
- Coordinating with IT teams to resolve system-related issues and operational challenges.
- Liaising with SBI Bank branches for pending MIS and operational requirements.
- Monitoring daily PMJJBY death claim inflows to ensure processing within defined TATs.
- 3. Audit, Data Analysis & MIS Reporting
- Managing statutory audit requirements, queries, and compliance-related deliverables.
- Preparing and sharing daily MIS reports with the COO and HOD.
- Developing monthly and quarterly MIS reports for submission to IRDA and the Accounts team
- Clients Managed and handled SBI Bank and RRB Clients
Deputy Manager
HDFC Life Insurance Company Limited, Mumbai
07.2019 - 11.2021
- Current Role: Deputy Manager
- Job Profile: 1. Project Initiatives & Digital Transformation
- Successfully launched the Claims Insta Portal to enhance customer experience and streamline claim processing.
- Currently involved in the implementation and enhancement of the CRM platform.
- Conducting testing and validation activities for the Life Next Portal
- Implemented initiatives to enable faster claim closure through customer facing portals.
- Enhanced the Group Asia platform by incorporating additional rider information.
- Developed and maintained an Individual Claims Tracker for effective claim monitoring.
- Established a Deviation Tracker to improve process governance and compliance monitoring.
- 2. Operations Management
- Leading and managing a team of 20 claim professionals, ensuring operational excellence and team development.
- Possess strong expertise in Group Claims Operations and end-to-end claim management.
- Overseeing daily insurance claims operations, ensuring timely and accurate claim processing.
- Managing relationships and service delivery for the organization's top 10 key clients.
- Well-versed in end-to-end claim assessment processes and regulatory compliance requirements.
- Collaborating closely with Underwriting and Legal teams to ensure seamless claim adjudication and settlement.
- Managing internal and external investigations for suspicious and potentially fraudulent claims.
- Maintaining strong client relationships while ensuring superior service delivery to both corporate and individual customers.
- Leveraging Management Information Systems (MIS) for data analysis, reporting, and operational decision-making.
- Coordinating regularly with cross-functional teams, including Issuance, Servicing, New Business, and Risk Management, to ensure smooth operations.
- Conducting periodic training sessions for claims assessors on various insurance products, including Critical Illness, Death, and Rider Benefits.
- Handling internal and external audit requirements and ensuring compliance with regulatory standards.
- Preparing and presenting Monthly Business Review (MBR) reports and presentations.
- Monitoring and managing client claims portals to ensure effective tracking and issue resolution.
- 3. Vendor Management
- Managing and coordinating with vendors on a daily basis to support claims-related activities.
- Overseeing vendor billing and payment processes.
- Monitoring vendor performance and service quality against defined SLAs.
- Conducting training programs for vendor users to improve operational efficiency and compliance.
- 4. Awards & Recognitions
- Received multiple client appreciations for delivering exceptional service and support.
- Honoured with the Customer Satisfaction Award for excellence in customer experience.
- Recognized with the Best eUreka Award for innovation and process improvement initiatives
Senior Analyst to Associate Manager in Group Term Insurance
HDFC Life Insurance Company Limited, Mumbai
03.2014 - 06.2019
- Role: Associate Manager
- Job Profile: 1. Project Management & Process Improvement
- Contributed to Decentralization and Robotics (RPA) initiatives aimed at enhancing operational efficiency and process automation.
- Ensured project execution in adherence to contractual agreements, timelines, and business requirements.
- Prepared and maintained project status reports, tracking sheets, and project plans to monitor deliverables and progress.
- Gathered, analyzed, and documented business requirements to support successful project implementation.
- Managed and supported end-to-end testing and implementation of the Mid Joiner Process.
- Demonstrated the ability to prioritize tasks effectively and deliver high-quality outcomes in a fast-paced environment.
- Conducted testing and production deployment activities for Mid Joiners, Mid Leavers, and New Business processes on the Group Asia platform.
- Developed Excel-based macros and automation tools for quality checks of Mid Joiner and Mid Leaver requests.
- Created comprehensive process manuals and SOPs for Mid Joiners, Mid Leavers, and New Business processes to facilitate onboarding and knowledge transfer.
- 2. Operations Management
- Mentored team members and monitored day-to-day policy servicing activities to ensure operational excellence.
- Performed quality checks for New Business, Mid Joiners, and Mid Leavers requests, ensuring adherence to TAT and quality standards.
- Ensured accuracy and completeness of data captured in systems while maintaining compliance with established quality norms.
- Collaborated with cross-functional teams including Actuarial, Underwriting, BS&T, Process Documentation, and Accounts for timely submission of MIS reports and operational deliverables.
- Ensured compliance with IRDAI regulations, company policies, and internal governance requirements.
- Actively participated in system testing initiatives including service tax updates and policy modification enhancements.
- Worked closely with Process Management and IT teams on system enhancement and upgrade projects.
- Utilized advanced MS Excel functions including VLOOKUP, HLOOKUP, Pivot Tables, and data analysis tools for reporting and operational monitoring.
- Coordinated with underwriting teams to address and resolve medical underwriting queries.
- Prepared management reports and dashboards for internal stakeholders and senior leadership.
- Managed servicing and processing activities for Group Term Insurance Policies.
- 3. Audit, Data Analysis & MIS Reporting
- Handled internal and external audit requirements, ensuring timely responses to audit observations and queries.
- Reviewed client data and supporting documentation to verify completeness and accuracy before processing requests.
- Prepared MIS reports and pending case analyses, enabling management to take proactive actions for timely resolution.
- Maintained strong quality controls, minimized operational errors, and provided coaching and feedback to team members for continuous improvement.
- 4. Awards & Recognitions
- Recognized as Senior Associate of the Quarter for outstanding performance and contribution.
- Awarded Champion of eUreka for innovation and process improvement initiatives.
- Received multiple Spot Awards in recognition of exceptional performance and operational excellence.
- Clients Managed and handled Bajaj Finserv Ltd., Bajaj Housing Finance Limited, HDFC Bank, AXIS Bank, Bhandhan,Magma,TAT Housing etc
Financial Analyst
eClerx Pvt Ltd, Mumbai
11.2011 - 02.2014
- Role: Financial Analyst
- Job Profile
- Analyzed financial information (e.g. financial statements)
- Raising query to Trader’s
- Settling Stock borrowing and lending bill
- Settling Repo & Fees bills for Stocks borrowing and Lending
- Preparing Asset at Risk Report
- Preparing spreadsheets, graphs, and charts to help illustrate financial trends
- Prepare Functional Document & Billing analysis
- Analyze & Prepare Monthly MBR
- Giving Presentation to Client
- Automate processes to improve rigor and speed in the processing of critical information
- Prepared presentations on PowerPoint and various investor documents on Word and Excel
- Interacting with Multinational Clients
- Awards and Achievements:
- Received Gold Award from Barclays, Received Spot, Analyst of the quarter
- Clients handled Barclays
- EClerx is an Indian IT consulting and outsourcing multinational company based in Mumbai and Pune
Education
MBA (Finance) -
Mumbai University
03-2011
Bachelor of Commerce - undefined
Mumbai University
06-2008
Skills
AREAS OF EXPERTISE:
Migration from CISCO to Ubona on IVR application
Implementation of Voice BOT
BOTs- Chat BOT/Whatsapp/ ROBOTICS
Group Asia system in insurance sector (HDFC Life)
Life Next Portal (HDFC Life)
BaNCS System & Apex (SBILife)
Vendor Management
Bajaj portal for claims
Project Initiation and Closure
Managing Stakeholders
DOMAIN AND FUNCTIONAL KNOWLEDGE:
Group Term Insurance
Group Claims
Individuals/Retails Business
TESTING APPLICATIONS:
Insta Claim
Life Next portal
Digital Touch points to customer service -
IVR – Interactive Voice Response
Chat BOT/Whatsapp
PROJECT MANAGEMENT SKILLS
Accurately identifying stakeholder’s key requirements
Work according to the contractual terms of a project
Resolving/escalating issues in a timely fashion
Experience of working with stakeholders and IT
Producing and delivering project documentation eg Project status report, BRD
Managing and supporting to testing and Implementation of business initiatives
Certification
Certified Scrum Product Owner (CSPO)
Interests
Hobbies Cricket & drawing pencil sketch
Timeline
Senior Manager in BSG(Business Solution Group)
KOTAK Life Insurance, Mumbai
04.2024 - Current
Manager in Group Claims
SBI Life Insurance, Navi Mumbai
11.2021 - 03.2024
Deputy Manager
HDFC Life Insurance Company Limited, Mumbai
07.2019 - 11.2021
Senior Analyst to Associate Manager in Group Term Insurance
HDFC Life Insurance Company Limited, Mumbai
03.2014 - 06.2019
Financial Analyst
eClerx Pvt Ltd, Mumbai
11.2011 - 02.2014
Bachelor of Commerce - undefined
Mumbai University
MBA (Finance) -
Mumbai University
Awards & Recognition
Received the KLAPS Award