Nabarun Dutta
Andheri West
Summary
Professional manager with proven expertise in strategic planning, operational efficiency, and leadership. Skilled in team collaboration, driving results, and adapting to changing needs. Strong abilities in project management, financial oversight, and stakeholder communication. Known for reliability and fostering high-performance work environment.
Overview
17
17
years of professional experience
11
11
Certifications
1
1
Language
Work History
Chief Manager (Center Head)
Aditya Birla Health Insurance Ltd.
01.2022 - Current
- Leading 90 Health experts including 5 Am's
- Achieving monthly targets.
- Managing MIS, Generating Reports Daily Client Interactions
- Reviewing sales target daily & monthly
- Manpower planning, Taking Care of Hiring Part by conducting interviews
- Analysis on pain areas, and finding out POA's
- Effective Implementation of the POA's as per the company requirements
- Designing new Rewards & recognition programs for Employees for motivation
- Attrition Management & performance management of Employees
- Managing KPI's, ensuring to adhere SOP's
- Implementing innovative solutions to improve efficiency.
- Responsible for Profitability of center & maintaining the cost under control
- Preparing Budget & plan for the Department
- Adhering to Compliance requirement as Per IRDA & TRAI guidelines
- Handling all LOB's Inbound, Outbound & Service support models.
- Project Handled
- Retention on Cancellations business
- Automation of Dialer
- Web Application Scope document creation
- Compliance Audit
- Creating SOP's & Scripts
- BOT calling
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Implemented and developed operational standards, policies and procedures.
Sr. Team Leader (Center Lead)
Mahindra Insurance Brokers Ltd.
01.2017 - 01.2022
- Leading a team of 96 sales officers for motor & Health Renewals/Rollover both
- Achieving monthly targets.
- Managing MIS, Generating Reports Daily Client Interactions
- Reviewing sales target daily & monthly
- Manpower planning, Taking Care of Hiring Part by conducting interviews
- Analysis on pain areas, and finding out POA's
- Effective Implementation of the POA's as per the company requirements
- Designing new Rewards & recognition programs for Employees for motivation
- Attrition Management & performance management of Employees
- Managing KPI's, ensuring to adhere SOP's
- Implementing innovative solutions to improve efficiency.
- Responsible for Profitability of center & maintaining the cost under control
- Preparing Budget & plan for the Department
- Adhering to Compliance requirement as Per IRDA & TRAI guidelines
- Handling all LOB's Inbound, Outbound & Service support models.
- Growth Path/Deputation
- Sr. Team leader Center Lead
- Sr. Team leader
- Team leader
- Project Handled
- CRM Design & implementations
- Automation of Dialer
- Web Application Scope document creation
- Created E Learning Modules
- Creating SOP's & Scripts
- End to End Sales Model
Unit Sales Manager (TELESALES)
ICICI Lombard GIC Ltd.
01.2013 - 01.2017
- Managing a team of 1 lead & 20 team member
- Drive Cross Sell Health Insurance Business.
- Preparing Reports daily, Weekly & Monthly
- Daily, weekly and monthly Briefings with Team Lead & Team members
- Taking Care of Hiring Part by conducting interviews
- Responsible for the Performance Output of the team
- Attrition Management
- Calls auditing and sharing feedback.
- Conducting training and maintaining quality of VRS and sales
- Project Handled
- Cross Sell Multiple Products
Assistant Manager (Team Lead Operations)
IBM GPS
01.2009 - 01.2013
- Managing a team of 1 lead & 45 team members
- Managing SLA Prescribed by Client.
- Meeting the SOP's
- Quality Control
- Managing Escalations
- Attrition Management
- Calls auditing and sharing feedback.
- Responsible for the Performance Output FTE's deliveries.
- Supervising daily operations of Union Bank's Customer Support.
- Conducting training & refreshers to Ensure efficiency in deliverables.
- Taking Care of Hiring Part by conducting interviews
- Reviews & Meetings with service partners
- Growth Path/Deputation
- Assistant Manager
- SME
- Sr. CRE
- CRE
- Project Handled
- CRM Design
- Design IVR Flow
SME (Subject Matter Expertise)
IBM GPS
01.2009 - 01.2013
- Managing Escalations
- Calls auditing and sharing feedback.
- Supervising daily operations of operational queries
- Managing SLA's
- Highlighting Critical Challenges to Management and get resolutions.
- Ensure Customer Satisfaction in place CSAT & Quality Control
- LOB's Handled
- CASA- Products
- Loans- Products
- Cards- Products
- Internet Banking
- SMS & Mobile Banking
- Service calls & leads
- CSAT – Survey Model
CRE (Customer Relationship Executive)
IBM GPS
01.2009 - 01.2013
- Commenced Career with as an Executive-inbound customer service
- Handling all Queries & complaints from Customer of all banking Products
- Handling Chats support
- Achieving Individual Target's and KRA's
Education
B.Com. -
Mumbai University
01.2009
MBA - Business Management
NIMS
Mumbai, India 04.2001 -
Skills
- Tele sales management
- Cross Selling Products
- Project Management
- Operations Management
- Risk & Compliance
- SOP/SLA Management
- Training & Development
- MS Office
- Sales and marketing
- Customer relations
- Corporate governance
- Compliance management
Certification
LEAP orientation.
Interests
Hobbies - Reading comics, listening to music & playing games
Timeline
Chief Manager (Center Head)
Aditya Birla Health Insurance Ltd.
01.2022 - Current
Sr. Team Leader (Center Lead)
Mahindra Insurance Brokers Ltd.
01.2017 - 01.2022
Unit Sales Manager (TELESALES)
ICICI Lombard GIC Ltd.
01.2013 - 01.2017
Assistant Manager (Team Lead Operations)
IBM GPS
01.2009 - 01.2013
SME (Subject Matter Expertise)
IBM GPS
01.2009 - 01.2013
CRE (Customer Relationship Executive)
IBM GPS
01.2009 - 01.2013
MBA - Business Management
NIMS
04.2001 -
B.Com. -
Mumbai University
Declaration
I hereby declare that above-mentioned information is correct up to my knowledge and I bear the responsibilities for the correctness of the above-mentioned particulars. Place: Mumbai Nabarun Dutta