ASHUTOSH KUMAR GUPTA

Role of a Delivery Manager is to mange projects end to end, mange project pipeline, liaise with end users and stakeholders for business issues to ensure quality of services and support. Oversee the development of proposals, bids, quotations, or other documents describing organizational products and services in response to requests from prospective clients.

• Preparing Request For Proposal (RFP) and Sales Pitch / Presentation
• Formulating KPIs /KRAs/PMS for smooth functioning of processes while ensuring the same in-line with organizational objectives/standards and performance clearly aligned to individual KPIs
• Defining service standards and guidelines that serve as benchmark for excellent service delivery thereby contributing towards ameliorated service revenue generation
• Orchestrated leadership skills by acting as single point of contact / interface for supporting the client on various project and technical issues
• Defining escalation / response / resolution time for reported problems on the basis of criticality
• Attending weekly cadence call with team and senior management to know the progress of the project
• Participating in operational initiatives including process improvement while delivering results in revenue & operational performance
• Executing customer needs analysis, technological trends & business priorities
• Reviewing account performance against contractual metrics such as Service Levels, Handle Times, Quality Scores & CSAT
• Meeting deadlines without compromising on quality norms
• Resolving all support and operational issues in liaison with project managers & business group
• Enhancing client satisfaction by ensuring compliance with service quality norms and built the brand image by exceeding customer expectations
• Requirements gathering, lead discussions to understand customer requirements & pain points and identify solution fitment
• Delivery of compliant, professionally produced proposals within customer defined timeframes
• Managing a team of 6 RFP writers; responsible for reviewing their work and conduct yearly Appraisal of the team members
• Coordinate and review / edit proposal input from a variety of stakeholders, typically involving contributions from sales, marketing, product teams, finance, commercial, legal and delivery
• Manage the Bid Management process by arranging meetings, distributing a timetable and ensuring adherence to that timetable
• Partner with Sales to create accurate, persuasive, and cogent responsive documents
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor

Role was to work as a RFP Writer and respond to questionnaires on behalf of BNY Mellon with the help of Subject Matter Experts (SMEs), Transition Team, Vertical Heads and various departments.

• Responded to questionnaires in collaboration with Subject Matter Experts (SMEs), Transition Team, Vertical Heads and various cross-functional departments
• Edited assigned Requests for Proposals (RFPs), Requests for Information (RFIs) & Due Diligence Questionnaires (DDQs) on time
• Ensured content of RFP responses is accurate and that appropriate sign-off has been obtained from Sales Partners, Subject Matter Experts and the deal team when required
• Led pre-sales discussions with customers on proposed solution, architecture and implementation approach
• Responsible for researching and editing assigned Requests for Proposals (RFPs), Requests for Information (RFIs) & Due Diligence Questionnaires (DDQs)
• Responsible for completing responses to RFPs on time and in accordance with the given deadlines, escalating any delays or issues to the deal owner
• Ensure content of RFP responses is accurate and that appropriate sign-off has been obtained from Sales Partners, Subject Matter Experts and the deal team when required
• Lead pre-sales discussions with customers on proposed solution, architecture and implementation approach
• Serve as the responsible leader in facilitating responses from the RFP response team assembled for each project
• Further develop, update, and create useful supporting documentation for responding to RFPs, RFIs, and proposals

Was responsible for managing a team of 15 FTEs for Underwriting, MI Generation & Policy Servicing processes.

• Service delivery management of processes in line with SOPs, SLA agreed between AXA Business Services & AXA clients
• Effectively manage cross trained resources during peak periods of processing which results in cost benefits for the operating company
• Initiated & executed team excellence and streamlined operations process to maximise customer satisfaction and achieving efficiency gains
• Job involves extensive co-ordination with clients on daily targets with respect to projections and capacity planning
• Overall operational management planning and control including project planning, execution & management, resource scheduling and cost control
• Ensuring Standard Operating Procedures, Operation Manual, Service Level Agreement of the organizations are well delivered by the team
• Ensure robust contingency plans are in place for process
• Ensure adherence to ISO 27001:2005 standards & performing task of a Risk Champion & Internal ISO Auditor
• Evaluate team through process initiatives, accuracy and service level agreements and conduct yearly Appraisal of the team members
• Appropriate staffing, succession planning and ensured a well-developed team
• Supervised a team of 15 FTEs for Underwriting, MI Generation & Policy Servicing processes
• Ensured Process Service Delivery Management in line with SOPs, SLA agreed between company’s business services & clients
• Guided cross-functional resources during peak periods of processing which resulted in cost benefits for the operating company
• Initiated & executed team excellence and streamlined operations process to maximize the customer satisfaction level
• Administered end-to-end operational management planning and control including project planning, execution & management, resource scheduling and cost control
• Marked 100% adherence to ISO 27001:2005 standards & performed as Risk Champion & Internal ISO Auditor Managed appraisal process for the team and established a framework for substantiating performance appraisal system linked to process initiatives, accuracy and service level agreements maintained by the individual

Manage the back office operations team for the Head office & doing secondary level for underwriting of the general insurance proposals for Motor, Health, property & travel insurance business.

• Handling a team of 10 FTE’s for sales of general insurance
• Resolving operational discrepancies in Business Application Logins
• Primary level underwriting of the new business application for all channels & resolving operational discrepancies in Business Application Logins
• Job involved extensive co-ordination with local operations; area clusters Co-ordinators and branch operations
• Verifying KYC norms and AML guidelines for General Insurance new business
• Preparing MIS reports with a view of daily operations and assist in critical decision-making process
• Preparing and monitoring of daily Sales reports, Login reports and Rejection Reports
• Pre IRDA Licensing documentation for new agents as per norms