AVP – Process Quality & Excellence in Branch Operations
HDB Financial Services Ltd.
- Worked on building multiple SOPs and integration of reports between various portals
- Managed PAN India Audit reporting scores for Branch Operations.
Mithoo Sachdeva
Delhi,India
Summary
Offering over 18+ years’ experience in Life Insurance Business, Back end Operations, Process &Project Management, Customer Services, Quality & Delivery for Operational & Technology Initiatives
Overview
Work History
General Manager for Loyalty Operations
Spice Jet – Spice Club
- Built Loyalty Management System (LMS) for managing day-to-day operations
- Driving Day 2 system initiatives and improvements for LMS
- Working closely with IT teams on new system enhancements & opportunities by providing requirements
- This also includes creation of new reports / MIS along with automation of existing reports
- Reviewing of business requirement documents (BRDs) & ensuring all gaps are closed and discussed with IT before User Acceptance Testing (UAT)
- Creation of system testing scenarios basis BRDs
- End-to-end system testing (UAT) and ensuring all defects are fixed or provided a resolution timeline before sign off
- Managing operations & processes with AXIS bank for 1st ever launched Co-branded credit card
- Working on creating processes, system integration & workflow for upcoming partnerships
- Handling data validation & supply for various marketing & customer campaigns done via calling through Reservations team or mailers sent directly to Spice Club members
- Working closely with Marketing on changes to be implemented on Spice Club website
- Creation of daily & monthly MIS on transaction processing for customer requests to monitor TATs across all functions.
Governance, Controls & Excellence
Canara HSBC Life Insurance Co. Ltd.
- Publishing and monitoring of Key Performance Indicators (KPIs) to measure performance within Operations & IT on an ongoing basis
- Active participation in setting yearly targets of KPIs
- Work on opportunity & improvement areas emanating through key processes by stitching process or system gaps to enable path to green
- This has helped to reduce paying penal interest & lower down regulatory TAT breaches
- Preparation of performance decks for all partner banks
- ISO 9001 Certified & successfully completed internal audits for Customer Service, Grievances & Process Quality
- Program Management to ensure monitoring and periodic updates on deliverables emanating from Board, Quarterly Business Reviews, Internal Governance Forums, etc
- Working closely with business & function on CRM automation aspects like sending auto-acknowledgment to customers within 1 day via Bitly SMS and Whatsapp
- Engage and work on new process initiatives and existing process changes to ensure efficient, sustainable and scalable models are implemented with clear measure of success and benefits with customer experience at the core
- Work on timely development & execution of Day 2 functionalities in system
- Ensure quality and timely delivery of Board level agenda presentations and other key deliverables.
Associate Vice President – Strategic Initiatives & Projects
Pramerica Life Insurance Co. Ltd.
- The role included end to end delivery management of IT-Operations projects, stakeholder management, scope management, resource management, defect management and PMO management for successful & timely launch of new products, system enhancements & IT-Operational Projects
- Key Member of the team working towards Core System Transition
- Expertise in driving initiatives in Operation – IT domain along with Process Re-engineering
- Business Requirement Document review & sign off for PAS, Digital Applications & Web Aggregators along with closure of pending requirements
- Test Bed/Scenario Review for System Testing
- Single-handedly responsible for maintaining Change Management/BPRs with latest amendments incorporated for all Operation functions and releasing Process Updates
- Facilitated Launch of Digital platform, system enhancements & improvisations
- Facilitated Launch of Online products through Company Website & multiple Web Aggregators
- Facilitated Functional as well as Zonal reviews and responsible for closure of all open items/actionables/audit maps across various Operation functions
- Releasing of Operations Management Dashboards.
Senior Manager – Central Operations & Business Acquisition
DHFL Pramerica Life Insurance Co. Ltd.
- Responsible for New Business operations of the Company
- Identifying Value adds/Non value adds in Central Operations processes and working towards removing the non value adds by means of either system automation or process improvements
- Individually responsible for setting up process and system for Electronic Clearing Service (ECS), Credit Card (CC) and Direct Debit (DD) in the Company and successful launch
- Strengthened ECS process and touch base end customers through various modes of communication, like SMS/Calls/Letters
- Implemented process improvements for Cancellations/refunds to streamline the process and reduce SLAs
- Introduced inland letters leading to high cost save for the Company
- Robust, timely and comprehensive system testing of new products and CRs without any slippages to ensure minimal defects
- Managing Record Management for entire Company.
Manager – Operations (New Business & Service Delivery)
DHFL Pramerica Life Insurance Co. Ltd.
- Set up Central Operations unit for New business and Policy servicing
- Mailroom set up, stabilization and management for the entire Organization
- Setting up requirements for business applications for New Business, POS and other important operations of the Company
- System testing and preparation of test cases
- Designing and enhancement of workflows/processes for New business and Policy servicing
- Ensuring updated version of manuals/process flows for NB and POS.
Deputy Manager – Policy Servicing (Operations)
Max Life Insurance Company Ltd.
- Responsible for centralized unit of Policy Servicing located at Head Office
- Supervised decentralization of all four zones (North, South, East and West) handling processing of POS service requests
- Traveled across West and South India for setting up new Service Centres
- Training the new entrants in the department
- Involved in Quality check of processing done and communication, which is sent to customers
- Involved in Sample Quality check of the documents dispatched to the customers
- Actively involved in conducting Training Sessions for Decentralization of service requests in Policy Owner Services
- Implemented the POS process in service center as a part of decentralization
- Publishing Dashboards on a monthly basis to analyze the performance of all the Service Centres
- Handled Dispatch of Department and ensured 100% communication sent to customers
- Conducted training of vendor staff for efficient and exact processing of Service requests
- Conducted training of Customer Services for effective implementation of Tele servicing Project
- Mentoring new entrants in the department and helping them to come up their learning curve
- Involved in System Testing of new products and Document Releases and played a vital role in launching major Releases
- Acted as a one point of contact for different departments and general offices for Policy owner services
- Responsible for handling Insurance Stamps of Department
- Responsible for daily printing and dispatch of PHS (Policy Holder Statement)
- Responsible for Root Cause Analysis of complaints received for the process
- Certification completed for Achieving Service Excellence, Business Writing Skills, Products and Concepts of Insurance, Generative Team Building and Professional Telephonic and E-mail Behaviour.
Education
3 years Advance Diploma in Software Engineering - undefined
Aptech
B.A. Pass (Economics) - undefined
University of Delhi
Masters Diploma in Personnel Management (Human Resource) -
Symbiosis Distant Learning
Skills
- Life Insurance Process Champion
- Pre & Post Policy Issuance
- Quality Assurance
- ISO 9001 Certified
- Building Standard Operating Procedures/BPMs
- Reporting & Dashboard Management
- Project/Process Management
- Business Analysis
- Regressive System testing (UAT)
- System Migration Testing
- Operations Support for Technology Driven Projects
- Digital & Business Transformation
- Risk/Process/Problem Management
- Stakeholder Management
- Vendor Management
Languages
Hindi
English
Custom
- Good understanding of insurance platforms like Ingenium, BaNCS, Integral Life and workflow management applications like Myflow, TCS Operations tracker & Open Text
- Functional analysis and Design: Eliciting users’ requirements, performing gap study etc. Scoping business requirements into functional specifications for development
- Requirements for system development/ enhancements
- Analyze the proposed solution and prepare a gap study to identify the gaps between business requirements and proposed solution
- Analyze and define cross functional requirements/ dependencies, make sure that these are well documented and handled effectively in the proposed solution
- Vendor Management, Team Management, Project Management, System & Functional Testing, Relationship Management
Personal Information
- Date of birth: 03/25/80
- Nationality: Indian
Timeline
AVP – Process Quality & Excellence in Branch Operations
HDB Financial Services Ltd.
General Manager for Loyalty Operations
Spice Jet – Spice Club
Governance, Controls & Excellence
Canara HSBC Life Insurance Co. Ltd.
Associate Vice President – Strategic Initiatives & Projects
Pramerica Life Insurance Co. Ltd.
Senior Manager – Central Operations & Business Acquisition
DHFL Pramerica Life Insurance Co. Ltd.
Manager – Operations (New Business & Service Delivery)
DHFL Pramerica Life Insurance Co. Ltd.
Deputy Manager – Policy Servicing (Operations)
Max Life Insurance Company Ltd.
3 years Advance Diploma in Software Engineering - undefined
Aptech
B.A. Pass (Economics) - undefined
University of Delhi
Masters Diploma in Personnel Management (Human Resource) -
Symbiosis Distant Learning
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