Guruprasad Ajagare

• Managing Renewal Ops, Stakeholder Management & Auto debit (SI/NACH) process in Operation
• Ensuring adherences of TAT, smooth functioning for efficient outcome. Managing campaigns for auto debit registration
• Single point of contact between Central operations and Sales for key ABHI partners Policy Bazaar, AXIS, AU, DB & RBL Bank
• Under persistency profile, have manage renewal book of 545 Cr for FY 21-22 with channel engagement, campaigns and data management
• Catered to designed & execution / driving renewal for four channels & eight Bank relationship including HDFC & Axis bank
• Reviewing collection strategy for better renewal output and increase persistency. Analyze portfolio and driving collection with MIS / dashboards.
• Designing automated dashboard & report through extensive use of tableau. Undertaking Automation MIS development for minimum manual intervention
• Conceptualizing automation, and then coordinating with BSG (business support group) in giving requirements as business, ensuring BRD discussions and reviewing and signing off BRDs (business requirement documents)
• Automation of Projects/IT development for system enhancement for the renewal process as a unit
• Liaising with Contact center operations team for campaign allocation and other support
• Digital campaign such as Email SMS communications. Measuring efficacy of the campaign& tracking of renewal payment via UTM parameters
• Reviewing renewal communication (Notices, SMS & Email), ensuring adherence of the TAT
• Publishing renewal dashboards to LT members for monthly/weekly reviews
• Sales governance calls with Channel heads & partners for formulating collection strategy and sharing the relevant information with the stake holders for execution
• Support on Customer Grievance and Sales escalations

Achievements: -

• Rising Leader award for H1 for 2022-2023
• Rancho of the year award for 2020-2021 overall performance
• Rancho of the quarter award for implementation of the MIS Automations

• Manage central repository of MIS and data pertaining to Call center & Complaints management data base
• Provide business insights through analytics for all the 3 LOBs
• Managing renewals campaign & measure efficacy through insights. Publishing renewal dashboards to Top Management, Sales & Stakeholders
• Managing customer communications (SMS, Email &IVR) & measure efficacy for renewals
• Successful automated of customer communication (SMS & IVR), along with implementation of 9 regional languages
• Responsible for allocation of data for outbound campaigns and measure efficacy of the campaigns. Managing vendor billing process
• Managing & publishing IRDA circular report (NL-41, Policyholders' Grievance, Pragati Scheme)
• Responsible for all Reporting/PPT pertaining to Renewal, Service quality scorecard, Complaints-Grievances dashboards

Achievements: -

• Camp Award 2016 (Implementation of regional communication)

• Worked with Revenue assurance, Policy Servicing departments
• Designing & implementation of Pre issuance verification calling (PIVC) process. Monitoring the overall functioning of process, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level
• Conducting internal process audits and process reviews for ensuring strict adherence to the process parameters/systems as per defined guidelines. Analyzing the impact of PIVC and building trends on campaigns
• Analyzing persistency and building trends for the different persistency campaigns (13th month persistency). Conducting and identifying areas that needs to be worked on for higher success rate
• Publishing MIS’s, dashboards to PAN India and higher managements on various campaigns. Automation of reports, campaign data and ensuring the accuracy of reports
• Automation of reports/dashboard to reduce manual interventions with help of analytical tools such as SAP Business Objections
• Identifying and managing campaign from the scratch, i.e Blueprint of the campaign, key highlights, monitoring implementation and execution. Coordinating with call centers for identifying improvement areas and implementing measures to maximize revenue collection
• Worked with policy servicing (Policy Admin) department & been a part of policy revival process (Reinstatement). Undertaken and execution of activities such as Outstanding Disbursement Ageing, Refunds, Miscellaneous Ageing, Loan Processing, Surrender Payouts and Withdrawal Payouts

Achievements: -

• BSLI Excellence Award (Competency and Commitment)
• Certificate of Excellence for the SPL performance
• Certificate of Appreciation for reduction in refunds

• Handling customer queries and complaints received via e-mail
• Resolving queries related the service request types across all Products: Loan Products, Motor, Home, and Insurance Online
• Analyzed the audit observation and thereby, improve the quality and accuracy of the process
• Suggest process improvements to enhance TAT adherence and accuracy achieved