LALIT VIJAY YADAV
Mumbai
Summary
Dynamic professional with a proven track record in leveraging data analysis to enhance service quality and productivity while managing daily operations in the owner's absence. Expertise in implementing self-service solutions and automation strategies that significantly boost operational efficiency and reduce costs. Committed to resolving customer concerns and leading the customer service department to ensure outstanding service delivery. Extensive experience in supervising, training, coaching, and mentoring teams to foster a culture of excellence and achieve remarkable results.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Manager
Kotak Mahindra Life Insurance Company Limited
01.2024 - Current
- Lead end-to-end branch operations focusing on Digital and Physical Mandate Registration, working collaboratively with a team of 6 members to ensure seamless mandate processing and customer journey completion.
- Coordinate closely with Regional Officer Executive (ROE) and Branch Officer Executive (BOE) to facilitate and accelerate customer physical mandate journeys, proactively driving the transition from physical to digital mandates for enhanced process efficiency and customer experience.
- Strategize and implement initiatives to convert physical mandates into digital mandates, effectively streamlining operations and reducing processing time.
- Surpassed organizational goals by achieving an 85% digital mandate completion rate in Q1 FY 2025-2026, exceeding the original target of 75% through innovative automation strategies and diligent team leadership.
- Oversee mandate-related data management, ensure compliance, and drive operational excellence across central branch activities, consistently supporting company-wide efficiency and growth initiatives.
- Performance Management of Kotak Agency Partner.
- Monitoring performances maintaining data on daily basis of License Agent to Life Advisor officer.
- Scrutinizing the CLIA Empanelment.
- Monitoring MIS related to partners on weekly basis.
- Maintained vendor documentation, PO records, and compliance checklists. contract reviews, and vendor risk assessments.
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 lazy pay 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.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
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
Bachelor of Commerce - Econometrics And Quantitative Economics, Business
Jay Narayan Vyas University
01.2012
Higher Secondary School - Higher Secondary School
Kendriya Vidyalaya School
03.2009
Senior Secondary School - Senior Secondary School
Kendriya Vidyalaya School
03.2007
Skills
- Cross-functional team leadership,
- Vendor & Supplier Management,
- Strategic Sourcing & Procurement,
- Customer Experience Management,
- Strategic project management,
- POS system management,
- Collaborative teamwork across functions,
- Human resources management,
- Operations management,
- Provisioning & Service Delivery,
- Risk Management & SLA Monitoring,
- Cross-functional team leadership,
- Business performance management
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.
Certification
Computer And Information Sciences: Microsoft Office, PPT, MS Office, Hardware and Software
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."
Languages
Hindi
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Bengali
Intermediate (B1)
Punjabi
Intermediate (B1)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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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
Higher Secondary School - Higher Secondary School
Kendriya Vidyalaya School
Senior Secondary School - Senior Secondary School
Kendriya Vidyalaya School
Bachelor of Commerce - Econometrics And Quantitative Economics, Business
Jay Narayan Vyas University
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