Lenin Raj
Pune
Summary
Dynamic and results-driven Branch and Operations Manager with over 18 years of experience in the insurance broking and BPO industries. Demonstrated expertise in sales strategy development, team leadership, and operational efficiency. Proven track record of increasing sales, enhancing customer satisfaction, and reducing operational costs. Adept at managing large teams and implementing process improvements. Bilingual in Hindi and English, with a commitment to achieving organizational goals and driving business growth.
Overview
19
19
years of professional experience
Work History
Head of Operations
The-Connections ITES Business Services Pvt. Ltd.
08.2022 - Current
- Leading a team of 952, including 4 Centre Managers, 8 Assistant Managers, 16 Team Leaders, a Process Trainer, and a Quality Analyst.
- Developing and executing strategic plans to drive operational excellence and achieve company goals.
- Collaborating with senior leadership to align operational strategies with organizational objectives, contributing to a 20% increase in revenue.
- Implementing comprehensive operational policies and procedures to enhance productivity and quality.
- Utilizing data-driven approaches to monitor performance metrics, identify areas for improvement, and implement corrective actions.
- Conducting regular performance reviews and implementing development plans to enhance team capabilities and career progression.
- Creating and managing budgets, forecasting financial needs, and ensuring cost-effective operations.
- Implementing a system of financial controls that reduced operational costs by 10%.
- Monitoring and analyzing financial performance, making data-driven decisions to optimize resource allocation and profitability.
- Leveraging technology and innovative solutions to streamline processes, reduce costs, and improve overall performance.
- Leading cross-functional teams to identify and resolve business issues, resulting in a 25% increase in overall performance metrics.
- Coordinating with various departments to ensure project alignment with business goals and seamless execution.
- Ensuring compliance with all regulatory requirements and industry standards.
- Conducting regular audits and reviews to identify potential risks and implement corrective actions.
- Establishing key performance indicators (KPIs) and metrics to monitor and evaluate operational performance.
- Utilizing business intelligence tools like Power BI to visualize data and drive informed decision-making.
- Serving as the primary point of contact for all operational matters, ensuring clear and effective communication with stakeholders.
- Conducting regular meetings with senior leadership, providing updates on operational performance, strategic initiatives, and areas for improvement.
- Representing the company at industry events and conferences, enhancing brand visibility, and fostering strategic partnerships.
Centre Manager – Operations
The-Connections ITES Business Services Pvt. Ltd.
05.2018 - 07.2022
- Managed a centre with 180 staff members, including 4 Assistant Managers, 8 Team Leaders, a Process Trainer, and a Quality Analyst.
- Oversaw day-to-day operations, ensuring adherence to company policies and procedures.
- Developed and maintained relationships with key stakeholders, resulting in increased customer satisfaction and loyalty.
- Created a system of financial controls that reduced operational costs by 10%.
- Implemented strategic initiatives that improved overall centre performance by 30%.
Assistant Manager – Operations
The-Connections ITES Business Services Pvt. Ltd.
12.2015 - 04.2018
Team Supervisor – Operations
The-Connections ITES Business Services Pvt. Ltd.
11.2014 - 11.2015
Subject Matter Expert (SME)
The-Connections ITES Business Services Pvt. Ltd.
01.2013 - 10.2014
Branch Manager
Bajaj Capital Insurance Broking Ltd.
01.2011 - 12.2012
- Led a team of sales professionals to achieve a 40% increase in branch sales within the first year.
- Developed and executed marketing campaigns to boost brand awareness and customer acquisition.
- Monitored financial performance and implemented cost-saving measures, reducing operational costs by 15%.
- Built and maintained strong relationships with key clients, resulting in increased customer loyalty and referrals.
- Conducted training sessions to enhance the skills of sales staff, improving overall team performance by 20%.
Branch Manager
VIG Pvt. Ltd.
01.2010 - 12.2011
- Analysed branch performance metrics to identify improvement areas, achieving a 30% increase in sales.
- Developed and executed a sales strategy that increased branch sales by 35% within the first six months.
- Managed daily operations, ensuring compliance with company policies and procedures.
Branch Manager
IIFL Insurance Broking Ltd.
01.2007 - 12.2010
- Developed and implemented a comprehensive sales strategy, resulting in a 25% annual increase in branch revenue.
- Managed branch operations, including staff scheduling, customer visit coordination, and ensuring operational efficiency.
- Trained and mentored sales representatives on effective sales techniques, leading to a 15% increase in sales closures.
- Built and maintained customer relationships, resulting in a 20% increase in client retention and satisfaction.
Education
Bachelor of Commerce (B. Com) - Financial Accounting, Business Management, Marketing, Economics
YCMOU
Pune06-2018
Skills
- Ability to Multitask: Efficiently handle multiple tasks and projects simultaneously, ensuring timely completion and high quality
- Ability to Work Under Pressure: Maintain composure and effectiveness in high-pressure environments, meeting deadlines and objectives
- Effective Time Management: Prioritize tasks and manage time effectively to maximize productivity and efficiency
- Microsoft Office: Proficient in Word, Excel, PowerPoint, and Outlook, with advanced skills in data analysis and presentation
- Leadership: Strong leadership skills with a proven ability to manage, mentor, and motivate teams to achieve goals
- Customer Service: Excellent customer service skills with a focus on building and maintaining positive client relationships
- Marketing: Experienced in developing and executing marketing strategies to increase brand awareness and drive sales
- Dialer System: Knowledgeable in using dialer systems for efficient call centre operations and performance tracking
- Power BI: Proficient in using Power BI for data visualization and business intelligence reporting
Accomplishments
- Replaced Excel-based workflows with a CRM-led application, improving data management and process scalability.
- Optimized operational efficiency by integrating dialer systems and WhatsApp messaging through APIs.
- Implemented Power BI-enabled reporting dashboards for real-time data insights and decision-making.
- Developed and deployed an early warning system to proactively monitor and reduce attrition.
- Introduced band scoring, ticketing systems, and agent-level artificial intelligence solutions across IT, HR, and other departments.
Languages
Hindi: Full professional proficiency in reading, writing, and speaking.
English: Full professional proficiency in reading, writing, and speaking.
Malayalam: Full professional proficiency in reading, writing, and speaking.
Marathi: Basic proficiency in speaking and understanding.
Timeline
Head of Operations
The-Connections ITES Business Services Pvt. Ltd.
08.2022 - Current
Centre Manager – Operations
The-Connections ITES Business Services Pvt. Ltd.
05.2018 - 07.2022
Assistant Manager – Operations
The-Connections ITES Business Services Pvt. Ltd.
12.2015 - 04.2018
Team Supervisor – Operations
The-Connections ITES Business Services Pvt. Ltd.
11.2014 - 11.2015
Subject Matter Expert (SME)
The-Connections ITES Business Services Pvt. Ltd.
01.2013 - 10.2014
Branch Manager
Bajaj Capital Insurance Broking Ltd.
01.2011 - 12.2012
Branch Manager
VIG Pvt. Ltd.
01.2010 - 12.2011
Branch Manager
IIFL Insurance Broking Ltd.
01.2007 - 12.2010
Bachelor of Commerce (B. Com) - Financial Accounting, Business Management, Marketing, Economics
YCMOU
Declaration
I hereby declare that the information provided above is true and correct to the best of my knowledge and belief.