Kalpa Chandarana

Deputy Vice President at HDFC Ergo, adept in project management and stakeholder engagement. Spearheaded over 200 health renewal projects, enhancing operational workflows through digital integration and process improvements. Proven track record in client servicing and regulatory compliance, driving significant business growth and optimizing customer experiences.

• Project Manager, End to End Renewal Journey’s for building efficiency., Managing Stake Holder, IT Team & Vendors.
• Portfolio Manager, End to End Payment of potential customers interested for Mobile Insurance., Managing Stake Holder, Vendors and Boarding Team.
• Sr. Sales Manager, Ensuring Product Performance., Managing Stake Holder, Product Team and Marketing Team.
• Team Manager, Managing Site SLA and Performance., Client Interaction.
• Team Lead, Managing team of 10 advisors., Training & Mentoring.

• HDFC Ergo General Insurance Pvt Ltd, Deputy Vice President, 04/01/19, Present, Led & Implemented complex Health Renewal projects., Managing Change Request for continuous process improvement., Successfully completed 200+ projects for Health Renewal team., Integral part of core team to deliver major changes at Organization level., Lead renewal journey on Front End Applications., Integrated API for outsourced vendors., Prepared SMS and emailer content for various project/process improvement., Handled Health Renewal Persistency for West Location., Center Head for Tele Calling Channel Setup at Mumbai., Consent calling for Bank customers., Retaining customers and encouraging renewal year on year., Increase the GWP for location by upselling and promoting new product., Liaising with the Sales team to onboard customers., Managing span of 45 Off role Agents.
• One Assist Consumer Solution Pvt Ltd, Portfolio Manager, 10/01/17, 04/01/19, Handling Renewal Persistency at Pan India Level., Heading Cross Selling, Up Selling, Customer Retention., End to End Payment collection for Mobile Renewal., On site support at Vendor Location., Managing Boarding of the customers., Liaising with the field team., Data Management to ensure highest conversion., Represent the company at vendor location.
• YES Bank, Senior Sales Manager, 09/01/16, 10/01/17, Generating leads for various categories of vehicle loans., Upsell Retail Asset Products., Managing the Field Team of 40 on foot agents., Ensuring maximum pick ups of leads for Credit Card., Liaising with Product and Marketing team., Ensuring Cost to Income is met.
• Intelenet Global Services (Barclays), Team Manager, 11/01/13, 07/01/16, Managing 5 teams with span of 65 employees., Driving teams to achieve ascending Net Promoter Score., Promoting Up-sells for Barclays products., Managing schedule adherence metric., Generating revenue by providing additional FTE as Overtime., Handling Attrition and Shrinkage.
• Intelenet Global Services (Barclays), Team Leader, 03/01/10, 11/01/13, Leading team of 10 advisors to meet monthly targets., Promoting 6 products to customers., Managing Client Relationship., Review performance on daily, weekly & monthly basis., Coaching advisors to improve performance.
• Fidelity Information Services India Pvt. Ltd, Mumbai, Team Leader, 09/01/03, 02/01/10, Ensuring meeting of team & individual targets., Setting up & maintaining Critical to Quality targets., Planning & providing shop-floor training., Keeping track of team member’s performance.

• Nominated for the International Barclays Award in 2015
• Winner in the Team Leader and Team Award category
• Champ of the Quarter Award for three consecutive quarters at Barclays