Jasdeep Singh
Gurugram
Summary
Competent, diligent & result oriented professional offering 17+ years’ experience in Process Management, Sales and Service Operations, SLA/TAT, Performance Management, Client Relationship Management & Team Management, Marketing and Business Development, Key Account Management, Cross-Sell of insurance Product
Currently working at HDFC ERGO General Insurance Co. Ltd. As Sr. Manager – Operation and Services Group Noida. Handling Grievance interaction and Motor/Health policies processing.
Demonstrated capabilities in managing Bancassurance business development (Retail/Outbound) and implementing process improvements for desired performance levels.
Possess in-depth knowledge of Sales and Service operations ranging from ensuring developing New Business Revenue generation, SLAs, Process flows, team/performance forecasting, quality checking, MIS, root cause analysis & meeting the quality standards and Agents/Brokers/Webaggregator documentation and onboard/Integration process.
Expertise in maintaining high standards of customer service, with quality & service norms by building productive relationship to achieve customer satisfaction and business retention
Overview
18
18
years of professional experience
Work History
Sr. Manager Operation and Service Group
HDFC ERGO General Insurance Co Ltd
Noida
06.2022 - Current
- Headlining Insurance Inbound Customer complaints interaction along with Motor/health policies centrally issuance with Team size of 25 Agents/operator & 2TL
- Ensuring highest standard of customer satisfaction and quality service, developing and Identifying the gaps of process and new policies and procedures for improvement based on customer queries/feedback Identified and assigned appropriate staff person to respond to grievances by pre-screening of complaints to identify events and requirement in respond to customer queries
- Ensuring interaction with the customer on email/call to make sure that area of concern can be worked upon for improved service levels
- Reviewed staff responses to grievance for completeness and compliance with policy and procedure, administrative rules or statutes
- Assigned identification and tracking grievance numbers and categorized grievance for rejection or acceptance along with distribution to team
- Ensuring demonstrate appropriate customer services skill such as empathy, active listening, politeness, helpfulness and other skill of identification along with QC team with call barging and Audit
- Develops timelines for complaint investigation to ensure that reporting is performed on time and complaints are addressed in time manner
- Provide training on complaint handling for new employee and cross functional teams
- Monitoring all the Motor and Health Processing done in TAT and allocation for issuance done in TAT Ensuring discipline and daily activities by regular reviews and tracking of team performance.
Area Manager Rajasthan – Banc assurance Sales and Business Development
NIVABUPA Health Insurance Co Ltd
Jaipur
04.2021 - 06.2022
- Handling team of 10 ARM 2 Sr
- ARM and 1 CRM (249 branches ) and ensuring adherence to defined Processes
- Manage relationship with 4 Circle Head, 21 Cluster Head and TTP Regional Manager and Zonal Managers of HDFC Branch Banking
- Responsibility for Business target achievement of team by driving health Insurance business of HDFC Bank relationship of Rajasthan
- Ensuring discipline and daily sales activities, DSR and LMS /CRM inputs
- Regular reviews and tracking of team performance
- Building team capabilities by through regular training intervention
- Organize sales camping, Product launches to conduct training at partner Bank Branches
- Ensuring adherence to end to end business process with specific timelines resolution of partner’s queries and customer support to control the instance of adverse customer experience.
Unit Head–Manager Digital Circle
AXISBANKLTD.
Noida
05.2020 - 04.2021
- Headlining Insurance Outbound sales and service delivery 120 TSE & 5TL across the entire customer life journey-Acquisition, Renewal and Retention
- Built all aspect of the process and selling for the Banca Health for New/Renewal business and Life insurance
- Implemented and managing the out bound based business for North/East
- Applying development strategy in order to provide stream line operations, reduce operating cost and gain profitability to managed business
- Plan and conceptualize various strategies to achieve sales goals for the insurance business and aim towards the growth in volumes as well as profitability
- Actively responsible in maintaining the highest standard of compliance and ethics to build a huge and stable insurance space
- Leading training for the managed Teams and creating awareness of the insurance products
- Providing look ahead to drive sales initiatives and achieve business goals
- Insure team competency development through continuous coaching via regular review and feedback Mechanism
- Budget planning and presentation in terms of manpower, targeted premium
- Maintaining business hygiene through check on cancellations(monitoring agents with higher cancellation %age/call barging/following company compliance)
Manager- Retail Business Group- Banca-assurance
HDFC ERGO GENERAL INSURANCE CO. LTD.
Delhi
05.2017 - 05.2020
- Heading Insurance Outbound sales and service delivery (12FTE & 180TPE) to achieve targeted premium with appropriate channel penetration as per the potential by Cross sell and upsell of retail line of products of Health/PA/Home(HDFCBank Credit Card Non Managed)
- Budget planning and presentation in terms of manpower, targeted premium Manage relationship with Regional and Zonal managers of Hdfc bank Prepare daily/weekly MIS of business analysis and share with all the bank & HDFC Ergo personnel Customer service for the escalated cases of claims, policy servicing and Retentions
- Improve performance across channel through product and objection handling training
- Provisioning of sales tools, marketing materials, reward and recognition for the channel
- Maintaining business hygiene through check on cancellations (monitoring agents with higher cancellation %age/call barging/following company compliance)
Assistant Manager- Branch Operations & Services
HDFC ERGO GENERAL INSURANCE CO. LTD.
Gurgaon
12.2012 - 04.2017
- Shouldering the responsibility of handling the process effectively with overall responsibility for maintaining various process metrics and strictly adhered to the compliance procedures at all times
- Playing a key role in leading and motivating the team of 6 personnel managing approx
- 4500 proposals on monthly basis
- Ensuring that SLA & TAT are complied with delivering on all service delivery parameters on Pan India basis
- Responsible for Identifying Subject Matter Experts in the process & groom them
- Successfully handling management of the operations related to Knowledge Process Management and service delivery, quality assurance, client management, training, and `Turn around Time’ related functions
- Accountable for preparing reliable MIS Reports on daily weekly and monthly basis
- Developing a team environment that ensures that all team members perform at a consistently level & plan to make sure to utilize individual competency for achieving operational requirements
- Identifying the training gap, preparing training manuals & deftly providing /facilitating training (both new and ongoing) to raise the knowledge level of the agents Facilitating calibration & consolidating the same & publishing the results in the Quality assurance team
- Ensuring QC error rate < 1% & processing of 95% proposals on the same day of receipt as per agreed SLA’s & TAT’s
- Involved in Cross Training and refresher Training for the teams
- Handling all the Administrative responsibilities (Branch compliance/ Vendor management/ Internal and external issue/Product, Process and on board training of Agents/Web aggregator/Brokers)
Sr Executive – Operations (Branch Service Manager)
RELIANCE GENERAL INSURANCE CO.LTD.
Dehradun
09.2007 - 12.2012
- Designed and implemented: - Cover note control system for RGICL for Bareilly, Haldwani, Moradabad & Dehradun locations
- - Operational processes & BPMS tool in achieving ISO 9001:2000 certifications for the Branch office
- - Renewal Retention Database for Area office
- - Sales inwarding & commission calculation database for Area office
- Assured that appropriate processes are maintained and identified weak areas to improve process and provided suggestions regarding improvement of processes
- Assured effective and optimum utilizations of the available resources and manpower and implemented robust strategies to ensure excellence in service delivery
- Assured that appropriate processes were maintained and identified weak areas to improve process and provided suggestions regarding improvement of processes
- Expertise in identifying those areas to be improved; Look after the entire gamut of activities pertaining to planning and executing needs for training, performance, educational programs, while locating and recommending available resources to achieve organizational goals & overall development of employees
- Successfully handled management of the operations related to knowledge process management and effectively handled service delivery, quality assurance, client management, training, and `Turn around Time’ related functions
- Identified the training gap & deftly provided /facilitated training (both new and ongoing) Assumed the responsibility of short and long-term training schedules by using a database for scheduling and tracked progress of participants for ensuring that the objectives of learning had been achieved, checked for compliance and completion of all requirements for assigned personnel
Sr Executive- Operation (Branch Distribution Manager)
TATAT AIG LIFE INSURANCE CO. LTD.
Gorakhpur
02.2007 - 08.2007
Executive – Branch Accountant
BAJAJ ALLIANZ GENERAL INSURANCE CO. LTD.
Lucknow
04.2006 - 02.2007
Education
Bachelor Of Commerce -
Lucknow University
03.2004
Skills
Staff Training
Product and service sales
Business Development
Territory Management
Business development and planning
Goals and performance
Resource Allocation
Database Management
Project Management
Leadership skills
Operations management
Grievance Escalation Mangment and Process
Timeline
Sr. Manager Operation and Service Group
HDFC ERGO General Insurance Co Ltd
06.2022 - Current
Area Manager Rajasthan – Banc assurance Sales and Business Development
NIVABUPA Health Insurance Co Ltd
04.2021 - 06.2022
Unit Head–Manager Digital Circle
AXISBANKLTD.
05.2020 - 04.2021
Manager- Retail Business Group- Banca-assurance
HDFC ERGO GENERAL INSURANCE CO. LTD.
05.2017 - 05.2020
Assistant Manager- Branch Operations & Services
HDFC ERGO GENERAL INSURANCE CO. LTD.
12.2012 - 04.2017
Sr Executive – Operations (Branch Service Manager)
RELIANCE GENERAL INSURANCE CO.LTD.
09.2007 - 12.2012
Sr Executive- Operation (Branch Distribution Manager)
TATAT AIG LIFE INSURANCE CO. LTD.
02.2007 - 08.2007
Executive – Branch Accountant
BAJAJ ALLIANZ GENERAL INSURANCE CO. LTD.
04.2006 - 02.2007
Bachelor Of Commerce -
Lucknow University