Akshita Dinesh Shetty
Mumbai
Summary
To excel in my career through dedication, hard work and innovation and to contribute for the growth of the company.
Project management professional with track record of delivering high-impact projects in diverse environments. Adept at driving project timelines and ensuring quality outcomes through strategic planning and execution. Highly collaborative, adaptable, and committed to team success and client satisfaction.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Project Manager & Business Analyst
ICICI Prudential
Mumbai
12.2022 - Current
- Managing the day-to-day operations to ensure operational excellence for Group Business
- Handling the Team of 3 members responsible for Policy servicing and audit query.
- Monitoring Product Project and Maintaining Life Asia & Group Asia process.
- Monitoring All types of projects regarding enhancement for company benefits.
- Monitoring and maintaining & developing the backend process.
- Processing of application ensuring accuracy in processing of security and issuance.
- Supporting to respective partners related to Issuance queries.
- Communicate, implement and ensure compliance with firm operational guidelines and policies and support the operational risk and audit process.
- Directing, coordinating and administrating within the team and with external team.
- Maintaining of member data tracker & productivity of team members.
- Adherence to all laid out process rules and laid down controls.
- Ensure proper cascade & implementation of all initiatives & new processes aimed at betterment of the function.
- Coordinate with the IT and tech team in order to improve the process.
- Working on Life Asia & Group Asia Software projects.
- Participating in production UAT testing and Automation process
- Ensure that committed TATs are met consistently.
- Development of customer sensitivity among team members by regular monitoring, feedback, input & training mechanism.
- Conduct regular training for product/processes and requirements to help reduce rejection ratios and increase team productivity.
- Close coordination with sales on feedback on issues and existing processes, analysis for resolution and further communication to help improve and build robust processes.
- System evaluation for any process changes. Ensure that assigned MIS and reporting activities are executed well within set timelines and that the output is of desired high quality
- Actions to be focused towards building and sustaining relationships with all i.e. External and internal customers.
- Ensure that TAT’s is maintained for all activities as per guidelines from the IRDA, or the internal TATS defined by the Group Operations function.
Deputy Manager
HDFC Life Ltd.
Mumbai
01.2022 - 11.2022
- Managing the day to day operations to ensure operational excellence for Non employer cases (Credit Protect).
- Handling the Team of 5 members responsible for new business, Policy servicing, commission pay out and resolving customer query.
- Daily team is receiving the data from the client for additions / surrenders and the same is processed in group Asia, and maintain the MIS required thereon for credit protect.
- Communicate, implement and ensure compliance with firm operational guidelines and policies and support the operational risk and audit process.
- Directing, coordinating and administrating within the team and with external team.
- Maintaining of member data tracker & productivity of team members.
- Responsible for handling customer related queries.
- Conducting con calls with the clients for any issues relating to Policy Servicing.
- Covering the MIS Process during the month end and releasing the same to the higher management.
- Formulating and reviewing SLAs (Service Level Agreement).
- Adherence to all laid out process rules and laid down controls.
- Achieve desired quality sigma levels in processing at all stages & activities of New Business and Policy servicing.
- Ensure proper cascade & implementation of all initiatives & new processes aimed at betterment of the function.
- Ensure that committed TATs are met consistently.
- Development of customer sensitivity among team members by regular monitoring, feedback, inputs & training mechanism.
- Ensuring proper complaints management by team and taking steps so as to learn from complaints and take steps to help avoid the same in the future.
- Ensuring Quality & TAT of New Business activities done by the team.
- To monitor and maintain the quality and TAT end to end for New Business activities done by the team.
- Conduct regular trainings for product/processes and requirements in order to help reduce rejection ratios and increase team productivity.
- Close coordination with sales on feedback on issues and existing processes, analysis for resolution and further communication to help improve and build robust processes.
- Regulatory compliances for all Policy Servicing communication to clients
- Proper cascade & Implementation of all Policy Servicing processes to all concerned.
- System evaluation for any process changes.
- Ensure that assigned MIS and reporting activities are executed well within set timelines and that the output is of desired high quality
- Actions to be focused towards building and sustaining relationships with all i.e. External and internal customers.
- Ensure that TAT’s is maintained for all activities as per guidelines from the IRDA, or the internal TATS defined by the Group Operations function.
Associate Manager
HDFC Life Ltd.
08.2018 - 12.2021
- Processing & servicing policy documents.
- Ensuring accuracy in processing and issuance of the members.
- Achieving individual productivity & performance levels.
- Ensure nil pending cases in conversion & servicing.
- Coordination with Underwriters and Branch Operations.
- Responsible for handling customer-related queries.
- Responsible for end-to-end ownership of all customer correspondence
- To proactively work and participate in initiatives taken up for improvement.
- Train and develop the new team members in terms of processes, function, quality standards, product and systems.
- Preparing of MIS and reports
- Ensuring processing TAT, SLA and quality of the processes are maintained.
- Develop control mechanism, reconciliation & proactive tracking
- Setting up New Business.
- Help with Audit requirement.
- Helping the team with macro development.
- Prepare fortnightly MIS that are reviewed by the senior management.
- Coordinating with corporate to conduct repository drives and raise awareness about the repository concept for generating new business.
- Co-ordinating with Audit and Compliance teams for tracking suspicious transaction cases.
Senior Associate
HDFC Life Ltd.
08.2015 - 07.2018
- Processing & servicing policy documents.
- Ensuring accuracy in processing and issuance of the members.
- Achieving individual productivity & performance levels.
- Ensure nil pending cases in conversion & servicing.
- Coordination with Underwriters and Branch Operations.
- Responsible for handling customer-related queries.
- Responsible for end-to-end ownership of all customer correspondence
- To proactively work and participate in initiatives taken up for improvement.
- Train and develop the new team members in terms of processes, function, quality standards, product and systems.
- Ensuring processing TAT, SLA and quality of the processes are maintained.
- Setting up New Business.
Officer
Yes Bank Ltd.
Mumbai
04.2014 - 08.2015
- Encouraging customers for using YES Remit Platform for remittance of funds and acquire NTB customer for NRI/NRO Saving account and End to End follow with NOC, Product, Business and compliance team for opening of an account.
- Right Product Mix Variants, to maintain a proper product mix, variant so that overall requirement of portfolio build up is achieved.
- Escalation management, Resolution of customers query, escalation Customer Service TAT and end to end follow up with inter-departments for resolutions
- Looking into AML query and solving it, maintaining File and communicating to AML Team Heads
- Database penetration, to increase penetration levels in the assigned database to maximize the result.
- Productivity. To meet month-on-month productivity target.
- Cross-Sell. To cross sell of NRE/NRO/PIS account FCNR, PRP, Leverage and other products of the bank that may be communicated from time to time.
- Profitability. To work on various initiatives to increase customer stickiness, engagement, value build up etc to increase customer level profitability with Yes-Remit.
- Fulfilment of other objectives. To actively participate and contribute in fulfilment of other time-bound objectives that department or organization may initiate from time to time.
- Co-coordinating with clearing house for discrepancies related to outward and inward clearing.
- Looking into Nousrto and Vousrto account of our Correspondent bank for Australia, United Kingdom, Europe, UAE, Singapore, USA etc
Administrative Assistance
KPIT Global Solution Ltd.
Mumbai
08.2012 - 08.2013
- FLM helpdesk – Handling of helpdesk module and coordinating with respective department for effective call management.
- Client visits – Up to date management of required materials, documents and preparations for client visits.
- Hotel bookings – Handling bookings with existing vendors and coordinating with new vendors for better services and rates. Looking after booking availability of accommodation, proper maintenance and upkeep of basic services at guest house.
- Maintain and check records of bills for statutory payments like electricity, water, telephone, cellular services, data cards in Ms-excel and process further for payments and verification to reporting manager.
- Maintaining stock of stationery and other inventory on regularly basis in Ms-excel.
- Grooming of support staff on timely basis for effective service management and rostering staff.
- Attending to internal customer issues and providing resolution as per SLA.
- Providing input data to senior subordinates and other staff and preparing the MIS.
Student Service Administrator
NIIT LIMITED
Mumbai
01.2012 - 07.2012
- To look after all the administrative activities for my Centre (Vashi and Chembur).
- To ensure all students get certificate on course completion within 21 days of last appraisal.
- Handling and resolving student complaints.
- Scheduling events: Parents Teacher Meeting and other co-curricular activities.
- To ensure all students get I Cards, ensuring exam process adherence.
- Notice Board Maintenance - Informative & Updated: Schedules, Results, NIIT News.
- Data Management: Daily updation of system with attendance, Feedback, Marks details, Student Profile updation in system (personal details): Immediately after each Module Test.
- Timely Communication to Students via NB & letters and updating system with post SOL inspection.
- To ensure all faculties get batch files in excel format and to ensure valid students name updated in the database.
- Monthly batch files audits of faculties.
- Handling petty cash of the entire center and maintaining the cash entry record.
- Timely updation of dockets with all relevant documents.
Counselor
NIIT LIMITED
Mumbai
01.2011 - 01.2012
- To look after all the administrative activities for my Center (Mulund).
- To increase the number of customers (target segment) of the Branch and maintain the profitability of the same.
- Creating and implementing sales strategies and planning revenue generation.
- Profiling the walk-ins based on their needs and guidance and counsel them effectively on various career options available and providing relevant courses for the same after need identification.
- Organizing seminars at Societies and Colleges.
- Achieve the targets in terms of numbers and quality.
- Handling a team of counselors and administrative in – charge.
- Conducting business development in the geographical boundaries of the center so as to generate walk-ins and creating branding for the center.
Education
Graduated - Commerce Stream
University of Mumbai
01.2010
HSC -
SICES
Mumbai01.2007
SSC -
Carmel Convent School
Mumbai01.2005
Skills
- Confident
- Performance improvements
- Business analysis
- Project management
- Project planning
- Project planning and development
- Team collaboration
- Project tracking
- Relationship building
- Stakeholder communications
- Cross-functional collaboration
- Data analysis
- Productivity improvement
Certification
- Project Management
- Process design and Improvement
Awards
Employee of the Quarter, Yes Bank Ltd.,
Productivity Champion, HDFC Life Ltd.,
Employee of Half Year, ICIC Prudential Ltd.,
Customer Service Initiative Digitization: Welcome Kit & Service communication,
Corporate Function Project: - Group Asia
Hobbies and Interests
Dancing, listen to music, Reading books, Traveling &making new friends.
Languages
English
Hindi
Marathi
Personal Details
- Date of Birth: 25th March 1989
- Languages known: English, Hindi and Marathi.
Disclaimer
I hereby declare that all above mentioned details are true and best of my knowledge.
Timeline
Project Manager & Business Analyst
ICICI Prudential
12.2022 - Current
Deputy Manager
HDFC Life Ltd.
01.2022 - 11.2022
Associate Manager
HDFC Life Ltd.
08.2018 - 12.2021
Senior Associate
HDFC Life Ltd.
08.2015 - 07.2018
Officer
Yes Bank Ltd.
04.2014 - 08.2015
Administrative Assistance
KPIT Global Solution Ltd.
08.2012 - 08.2013
Student Service Administrator
NIIT LIMITED
01.2012 - 07.2012
Counselor
NIIT LIMITED
01.2011 - 01.2012
Graduated - Commerce Stream
University of Mumbai
HSC -
SICES
SSC -
Carmel Convent School