Julie B Jacob

i) Currently Leading Operations for the LENDING business vertical (May 2023 till date)–

• Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
• Defined SOP, key performance indicators
• Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
• Held weekly , monthly meetings to create business plans and workshops to drive maximum loan disbursements.
• Reduced TAT in query resolution by defining clear processes amongst different stakeholders.
• Reduced number of queries being raised per customer file from 6 to 2.

ii)Head Learning & Development (Dec 2021 - May 2023)

• Introduced and implemented structured training need identification framework.
• Designed, and facilitated various workshops on soft skills, and implemented leadership development program for first time managers and mid-senior leaders.
• Measured training effectiveness post learning workshops and initiatives.
• Established the L&D function as a strategic partner to business units, by connecting with internal stakeholders and helping them manage their team members effectively.
• Redefined processes with respect to new hire training,
• Evaluated and implemented Learning experience platform, created learning paths, and mapped competencies of employees that would provide data for further interventions and paving pathway for career growth.

A bootstrapped boutique firm which specialized in providing preschool education, child care services, psychotherapy, counseling, and training. Grins & Giggles which was the name of our preschool & child care services specialized in curating learning curriculum to meet unique needs of each child enrolled with us '

• Led business development initiatives, branding and marketing of school
• Met operational cost within 6 months of business set-up.
• Expanded business by starting 2nd branch in Bangalore within 5 years of operations.
• Managed partnerships and strategic business relationships by negotiating contract terms and handling conflicts.
• Delivered different workshops on parenting, inclusive learning and care, creating boundaries to parents and partner schools in partnership with external trainers and facilitators.
• Driven business to profitable one at end of 3rd year of operations.
• Developed key operational initiatives to drive and maintain substantial business growth.

i)Sr. Manager Business Change & Delivery Assurance – Part of a new initiative/function of the organization that was set up to strategize and implement business process automation projects.

• Led various business projects with respect to renewals and persistency of customers, branch process , new business automation.
• Preparation of Business requirement document
• Negotiated and maintained project timelines
• Conducted weekly update meetings with project stakeholders.

(ii) Deputy Manager FOCUS(Field Operations & Customer Service) – As a Lead for Branch Operations at Bangalore HO,

• Managed internal and external stakeholders
• Set up processes to ensure smooth flow of policy proposals from branch offices to HO.
• Reduced TAT in closing outstanding requirements thereby enhancing more policy issuance within 24 to 48 hours of policy proposal receipt.
• Resolved operational issues of branch offices across locations in consultation with different departments of organization

(iii)Assistant Manager FOCUS (Field Operations & Customer Service) – Responsible for the entire branch operations of Bangalore branch

• Support field sales staff in processing insurance proposals,
• Training sales managers and customer support executives on various business processes and issuance policies.
• Managing day to day cash inflow and outflow
• Mentoring team members on daily proposal logins and policy issuance by ensuring TAT of 24 hours is maintained.
• Liaising with different departments at HO to ensure insurance proposals received are converted to policies.

(iv) Sr. Executive FOCUS(Field Operations & Customer Service) – As a member of a new branch that started in Ahmedabad, I was responsible for

• Managing customer service function of branch,
• Handling customer queries
• First level underwriting of insurance proposal before processing it further to HO at Bangalore.