Ajay. Nair
Operation Manager
Summary
Insightful Manager with experience in directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving
Overview
20
20
years of professional experience
5
5
years of post-secondary education
4
4
Languages
Work History
Citizen Service Manager
Passport Seva Kendra, TATA Consultancy Services Ltd
Malappuram
2012.02 - Current
- Responsible for daily operations and service delivery at Passport Seva Kendra's (PSK) from Serviceprovider
- Overall responsibility of physical assets management
- Managing administration & finances of the PSK
- Managing HR activities like new recruitment, processing contract extension of staffs
- Managing all non-IT and operations support activities
- Single Point of contact (SPOC) and head of Service Provider(SP) operations for the PSK
- Liaison with the Passport Officer and RPO staff
- First point of escalation for applicant grievances
- Compliance to PSK Process: Customer Satisfaction & Error free Processing, Customer Grievance
- Handling, Escalation Management
- Works closely with the Assistant Passport Officer(APO) to ensure smooth service delivery at PSK
- Resolving issues and concerns of PSK SP staff
- Coordinating with core support team for PSK Operations
- First point of escalation for applicant grievances
- Monitor and manage processing activities pertaining to DPC-SPC-CSC application forms
- Internal MIS and reporting
- Coordinates IT, Non-IT and system support for users in the PSK including the Executives,
- Verification Officers, Granting Officers and Assistant Passport Officer
- Responsible for maintaining HR records like Muster roll, Salary details, Compliance documents, etc
- In PSK
- Resource Utilization, Deputation Activity, Leave & Absenteeism Management
- Induction Training, Refresher Training, Tests & Quizzes, Behavioral Training of Associates,
- Employee One on One, Citizen Service Executive achievements
- Maintaining PSK Profitability Index: Cost Management, Cost Savings, Control of Imprest Expenses,
- Reduction in Overhead Costs affected, Budgets & Overruns
- Alternate Revenue: SMS collection, Passport Protective Cover (PPC) Conversions, Student Connect& Corporate Connect, Other Alternate Revenue Initiatives & Conversions
- Participate in Continuous Improvement by generating suggestions, engaging in problem solvingactivities to support teamwork
- Resolve problems, improve operations and provide exceptional service
- Create plans and communicate deadlines to complete projects on time
- Develop and maintain Courteous and effective working relationships
- Major achievements:
- As part of Passport Connect activity first time in the history of the project I was successful in doing
- Military Connect with DSC (Defense Security Corps, Kannur) in the base camp
- More than 2000
- Military Personnel attended the activity and 1000+ took the passport
- Passport Connect activity was launched in Police headquarters for the first time in PAN India; Police
- Chief inaugurated the event and in 3 visits successfully converted more than 2000 applications
- Under Student Connect activity I had the privilege to convert 1stever College students prospects to
- Passport applications post meeting with University Dean of Kannur
- Malappuram Passport Seva Kendra is in top 5 PAN India for the last 10 years with applicationsprocessed numbers crossing 2.5 Lakh every year
- Branch in Charge
Branch Incharge
Bharti AXA Life Insurance Company
Coimbatore
2007.12 - 2012.01
- Branch performance: Monitor Completion ratio, Medical TAT & Non-Medical TAT & POS (policyowner servicing) the branches
- To have absolute control over Operations & Seamless Customer Service across all the branches
- To ensure excellent after sales service and thus invite the client for further investments with thecompany
- To ensure nil Customer complaints (internal & external) reported from the branches
- To ensure clinical Underwriting within stipulated guidelines of the company
- To make sure that all branches strictly adhere to the Financial, Audit and Statutory Compliances, putforward by the company
- Adopt initiatives to standardize and curb down expenditures and to make cost effectiveness across allthe branches
- Average Persistency (Lapsed policies) 98% to be maintained on all quarters pan Kerala
- Supported Claims team in their field investigation in collection and verification of the facts & swiftclosure of all Death Claim Cases
- Investigated and reported the cases received from RCU (Risk control Unit)
- Training branch Operations and sales force on the changes in operation procedures and statutoryguidelines
- Actively listened to customers' requests, confirming full understanding before addressing concerns
- Managed team of employees, overseeing hiring, training and professional growth of employees
- Proved successful working within tight deadlines and fast-paced atmosphere
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting
- Carried out day-to-day duties accurately and efficiently
- Exceeded goals through effective task prioritization and great work ethic
- Major achievements:
- No 1 Branch in Charge –PAN India Branch R & R - Lead de Change Contest - Mar 2011
- No 2 Branch in Charge – PAN India R & R for April, May & June 2010
- Been the winner for PAN India for Kaun hai Don- Issuance Contest for the complete contest periodfrom
Senior Customer Service Officer – Loans
ICICI Bank Ltd
Hyderabad
2005.02 - 2007.11
- Handled NRI Customer queries
- Handled Direct walk-in customers for account opening
- Verified the AOF and forwarding to the processing center
- Guided customers for inward remittances from abroad
- Solved NRI account opening queries
- Regular follow up with customers to solve their queries
- Worked with the team members regarding enquiries and complaints
- Organized Regular training program on various products
- Regular Co-ordination with the operations team
- Attended various meetings regarding the products and services
- Drove operational improvements which resulted in savings and improved profit margins
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Demonstrated respect, friendliness and willingness to help wherever needed
- Increased customer satisfaction by resolving issues
- Actively listened to customers' requests, confirming full understanding before addressing concerns
- Identified issues, analyzed information and provided solutions to problems
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution
- Performed duties in accordance with applicable standards, policies and regulatory guidelines topromote safe working environment
- Major achievements:
- Received appreciation from Regional Manager for handling maximum escalation cases fromcustomers in Personal, Car, Two-wheeler, Car O/D Loans
- Received appreciation from Zonal Manager for top rating in concurrent and Internal Auditing
Corporate Sales & Collection Officer
Customers, Reliance Infocomm
Coimbatore
2003.05 - 2004.11
- Maintained direct relationship with Customer
- Corporate Sales and Collection
- Handled all Direct Sales Associate (DSA)
- Meeting the required Target within the given Turn Around Time
- Prepared daily report on target achievements
- Good rapport with the customers
- Thorough knowledge of product and process
- Daily updating in internal forum
- Sales In charge: Branch Sales
Sales In Charge: Branch Sales
Vivin & Company
Coimbatore
2002.09 - 2003.04
- Details updating
- Proved successful working within tight deadlines and fast-paced atmosphere
- Maintained Stock details on the monthly basis
- Developed and maintained courteous and effective working relationships
Education
MBA -
Symbiosis University
Pune, India 2004.07 - 2007.03
BCS -
Hindustan College of Arts & Science, Bharathiar University
Coimbatore, India 1999.07 - 2002.03
Skills
Operations & Service Deliveryundefined
Accomplishments
• Military Connect activity was conducted with DSC(Defense Security Corps, Kannur) as part of Passport Connect initiative launched by MEA/TCS.
• Passport Connect activity was launched in Police headquarters for the first time in PAN India.
• Malappuram Passport Seva Kendra is in top 5 PAN India for the last 10 years with applications processed numbers crossing 2.5 Lakh every year.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Citizen Service Manager
Passport Seva Kendra, TATA Consultancy Services Ltd
2012.02 - Current
Branch Incharge
Bharti AXA Life Insurance Company
2007.12 - 2012.01
Senior Customer Service Officer – Loans
ICICI Bank Ltd
2005.02 - 2007.11
MBA -
Symbiosis University
2004.07 - 2007.03
Corporate Sales & Collection Officer
Customers, Reliance Infocomm
2003.05 - 2004.11
Sales In Charge: Branch Sales
Vivin & Company
2002.09 - 2003.04
BCS -
Hindustan College of Arts & Science, Bharathiar University
1999.07 - 2002.03
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