LALIT VIJAY YADAV
Mumbai
Summary
Successful in utilizing data analysis to optimize service and productivity, while effectively overseeing daily operations in the owner's absence. Proficient in implementing self-service options and automation to drive operational efficiency and reduce costs. Skilled in resolving customer concerns, managing the customer service department, and ensuring exceptional service delivery. Experienced in supervising, training, coaching, and mentoring employees to achieve exceptional results.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Manager
Kotak Mahindra Life Insurance Company Limited
01.2024 - Current
- Performance Management of Kotak Agency Partner.
- LAO – Life Advisor Office empanelment-RAG analysis, RCU verification, compliance monitoring.
- Processing LAO bonus payout and office maintenance allowance on monthly basis.
- Monitoring performances maintaining data on daily basis of License Agent to Life Advisor officer.
- Scrutinizing the verification report to perform background check of partners' profile.
- Monitoring MIS related to partners on weekly basis.
Assistant Manager Customer Service – L2
PayU India
01.2023 - 01.2024
- Performs call monitoring and provides trend data, quality reports, and feedback to Director, Member Connect.
- Reviews email responses to Members and provides trend data, quality reports, and feedback to Director, Member Connect.
- Monitored the internal audit for the cases responded to by the L2 team and metrics and provided feedback to individual representatives.
- Performs call monitoring call/email trend data, quality reports, and feedback to Reporting Manager and HOD.
- Handling the lazypay grievance desk, as well as Nodal office desk, consumer forum.
- Reviews email responses to Members and provides trend data, quality reports, and feedback to the Management.
- Participates in the design of call/email monitoring formats and quality standards.
- Uses quality monitoring data management system to compile and track performance at team and individual levels.
- Coordinates and facilitates call calibration sessions for call center staff.
Assistant Manager Group Business
Aditya Birla Health Insurance Company Limited
12.2021 - 01.2023
- Leading the team of 15 business analysts in designing and implementing new business process.
- Defined business requirements and developed project plans for multiple business initiatives.
- Implemented new business processes in Jarvis that improved efficiency by 80%.
- Chaired weekly team meetings and provided updates to upper management on project status.
- Booking Endorsement of Ola, MMT, Goibibo and Asego, Vodafone, Paytm and with the team count of 8 for creditors group business issuing, endorsement, of the policy as well handling the customer and branch complaint and Query.
- Preparing business report of Booking Endorsement, issued policy on daily, monthly, Quarterly basis for achieving the target for issuance of the policy.
- CKYC and Registration.
- Led a team of 4 in the banking operations department.
- Prepared NACH and ENAHC, verified and entered journal entry transactions.
- Monitored and coordinated the activities of the banking operations department.
- Implemented new banking operations procedures.
- Trained new employees in banking operations procedures.
- Investigated and resolved customer complaints related to banking operations.
Assistant Manager Centralized Operations and Policy Servicing
Aegon Life Insurance Company Limited
11.2015 - 12.2021
- Centralised operation and policy servicing.
- Team management.
- Reinstatement (renewal) and persistency.
- MIS.
- Persistence and Renewal.
- Managed the policy servicing team in the absence of the Manager.
- Monitored and reported on team KPIs.
- Assisted with team training and development.
- Completed policy servicing tasks as required.
- Managed daily operations of a high-volume call center.
- Coordinated staffing and training for a team of 30 customer service representatives.
- Monitored call center metrics and provided feedback to individual reps.
- Conducted quality assurance audits of customer service calls.
- Resolved customer complaints and escalated issues to higher management as needed.
- Worked in Unclaimed payout and from 49.2 Cr Reduces to 12.6 Cr, also Worked in annuity payout.
- Recovery also done from 32 lakh to 12 lakh rupees recovery done for company.
- Familiar with various Payouts process like Maturity, Survival Benefit, Annuity, Surrender, Part Surrender, Freelook, etc.
Education
Higher Secondary School -
Kendriya Vidyalaya School
01.2009
Bachelor of Commerce - undefined
Jai Narayan Vyas University
Jodhpur, Rajasthan01.2012
Senior Secondary School - undefined
Kendriya Vidyalaya School
01.2007
Skills
- Customer Service
- Policy Servicing
- Customer Experience Management
- Strategic Initiatives
- POS/Operation
- Cross-functional collaboration
- Human resources management
- Operations management
- Logistics operations management
- Cross-functional team leadership
- BPO Operation Management
- Business performance management
Certification
Computer And Information Sciences: Microsoft Office, PPT, MS Office, Hardware and Software
Accomplishments
- Enhanced Efficiency: Increased operational efficiency by 80% through new process implementation at Aditya Birla.
- Complaint Reduction: Reduced customer complaints by 15% by resolving issues promptly and efficiently.
- Leadership Success: Led team of 15, achieving 100% policy issuance targets at Aditya Birla Health Insurance.
- Cost Reduction: Implemented automation, cutting operational costs by 25% at Kotak Mahindra Life Insurance.
Languages
Hindi
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Bengali
Intermediate (B1)
Punjabi
Intermediate (B1)
Cooking, Singing
"I have a strong passion for cooking and enjoy experimenting with different cuisines and techniques. From meal prep to plating, I pay attention to detail and flavor. I'm skilled in using fresh ingredients to create dishes that are both delicious and visually appealing. Whether following a recipe or improvising, I’m confident in the kitchen and always eager to learn more."
Additional Information
"Honored to received the prestigious Red Carpet Award from Aegon Life Insurance in recognition of outstanding performance and dedication. Also grateful to Kotak Life for the Certificate of Appreciation, acknowledging consistent excellence and commitment to client service. These recognitions motivate me to keep raising the bar in the insurance industry."
Timeline
Senior Manager
Kotak Mahindra Life Insurance Company Limited
01.2024 - Current
Assistant Manager Customer Service – L2
PayU India
01.2023 - 01.2024
Assistant Manager Group Business
Aditya Birla Health Insurance Company Limited
12.2021 - 01.2023
Assistant Manager Centralized Operations and Policy Servicing
Aegon Life Insurance Company Limited
11.2015 - 12.2021
Bachelor of Commerce - undefined
Jai Narayan Vyas University
Senior Secondary School - undefined
Kendriya Vidyalaya School
Higher Secondary School -
Kendriya Vidyalaya School
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