PANKAJ K SINHA
Navi Mumbai
Summary
Innovative Co-Founder with a background in startup development and strategic planning. Possess strong leadership skills, an entrepreneurial spirit, and capability to thrive in fast-paced environments. Successfully co-led previous ventures by fostering team collaboration, securing funding, and executing growth strategies. Demonstrated ability to drive business growth through analytical thinking and management prowess.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Co-Founder & Managing Director -Product & Business
TRIAJA IT SERVICES Pvt. Ltd.
Navi Mumbai - Maharashtra
04.2022 - Current
- Product enhancements.
- UX and UI review and improvement as per the market and customer requirements.
- API integration with the various services.
- Business acquisition.
- Team Management.
- Product Launched: Background Verification System Development & UAT.
- Digital Address Verification System with GPS Tagging.
- Created and maintained corporate website, marketing materials, and social media accounts.
- Established relationships with key customers, vendors, and partners.
- Recruited, trained, managed, and evaluated staff.
- Negotiated contracts with suppliers for goods and services.
- Identified areas of improvement in processes related to operations and sales activities.
- Developed strategies to increase brand awareness through public relations initiatives.
- Created policies and procedures manual for employees and contractors.
- Hired, trained, and mentored staff members to maximize productivity.
- Achievement: Business acquisition and system enhancement, and re-engineering as per market and clients.
Chief Manager - FASTag Product Development
Kotak Mahindra Bank Limited
Goregaon - Mumbai - Maharashtra
01.2020 - 04.2022
- Corporate (B2B) FASTag project development and delivery within defined timeline.
- Coordinate with the Legal, Compliance, Risk, AML, and Operation Risk Management teams to get process concurrence before product development.
- Review the existing product and process flow to improve it according to market and customer experience.
- Business analysis to improve ranking in the bank segment with NPCI.
- Coordinate with NPCI for service-related issues.
- Understand the business partner/dealer requirements and onboarding to acquire FASTag business.
- API integration with the channel partner's system to ease and boost FASTag business.
- Relevant communication setup for customers, agents, and channel partners.
- Integrated with other vendors who provide FASTag-related apps and services to boost business and customer experience.
- Relationship building: Maintained relationships with business partners, i.e., FASTag channel partners, dealers (commercial and non-commercial vehicles), and NPCI.
- Monthly business review with partners to improve product and process.
- IT related: Bug fixing in production and service-level issues.
- Automated various projects for customer-related and business improvement.
- Achievement: Self-Registration Project's digital journey to buy FASTag directly through online.
- The FASTag closure option has been developed on the customer portal, and the process has been defined to make a refund to the customer account.
- System development for the ease of customers to update their mobile numbers and email IDs through the front end.
- New reports development for business and payout analysis.
- Customer communication (email, SMS, letters), vehicle number, and Mapper Class change project development and process setup through the front end.
Manager - Remittance (Termination, Maturity & Money Back Payout)
Star Union Dai-Ichi Life Insurance
Vashi-Navi Mumbai-Maharashtra
09.2018 - 01.2020
- Monitored and Processed Maturity, Termination, and Money-Back Payout after document and IMPS verification post due date.
- Quality checks for each case before payout, e.g., (PAN, CIBIL, and IMPS validation with policyholder/beneficiary name).
- Various dimensions, monthly dashboards, and reports.
- Introduced cheque issuance and established and managed the end-to-end process for unclaimed cases, including bank partners and vendors.
- Vendor invoice QC and payouts.
- Dispatch details, process agreements, and renewal.
- Launch the SMS triggering app to the customers and manage SMS on a daily basis at various stages: PAN, requirements, cheque submission, and document submission.
- Live 2nd-phase system development and API (Application Program Interface) for IMPS to reduce processing TAT.
- SOP review and revise, and updating quarterly.
- Relationship building: Maintained excellent relationships with our business partners, i.e., BOI, UBI, and printing and dispatch vendor Seshaasai, Trans Union for CIBIL records, and Value First for bulk SMS partner.
- Monthly team meeting to improve processes and provide updates on enhancements.
- IT related: UAT for system movement and enhancement, and monthly review on auto-generated letters for customers.
- Automated various letters for customers.
- Achievement: Launched Branch POS successfully and reduced costs on the mother system.
- Reduced unclaimed payout from double digits (amount in crores) to single digits in lacs.
- The team is rewarded for the unclaimed reduction in the Shikar meet.
- Launched a tool in Excel for various activities to reduce work time.
- Automate and modify all types of letters, including maturity letters, termination letters, money-back intimation letters, payout letters, rejection letters, and requirement letters.
Assistant Manager - Operations & MIS
OneAssist Consumer Solutions Pvt. Ltd.
Andheri-Mumbai-Maharashtra
06.2015 - 03.2017
- Instrumental in building the entire operations process, system, and team for OneAssist.
- Coordinated the daily operations of the organization, including staffing, scheduling, budgeting, and inventory control.
- Worked day-to-day operations with a team of 15, including membership creation, collections, cancellations, upgrades, downgrades, payouts (customer, vendor, service center), renewals, and membership alterations.
- Provided guidance and training to team members in order to improve their skillset.
- Analyzed financial data related to operations in order to identify areas of improvement.
- Insurance declarations to the different insurance partners, ensuring the CD balance is maintained with them.
- E-com (Amazon) orders processing and stock keeping.
- Audit: I successfully managed external and internal audits during my tenure, ensuring satisfactory resolutions and explanations.
- Managed the PSI CSS audit effectively; there was not a single NC received during the tenure in any audit.
- Relationship building: Maintained excellent relationships with our partners, such as HDFC Bank, ICICI Bank, Axis Bank, Kotak Bank, RBL, IIB, Blue Dart, Seshaasai, Avon Solution, Oriental Insurance, Bajaj Insurance, Edelweiss, etc.
- Efficient team manager, ensuring the least attrition, training, and reviewing the team's performance, and providing feedback.
- Rolled out incentive-based performance and RnR for the team.
- Monitored production processes and quality standards to ensure compliance with company policy.
- Member of a core team for rolling out the Customer Management System for OA.
- System UAT and enhancements to improve customer and partner experience.
- Developed strategies for process improvement, cost reduction and increased customer satisfaction.
- Strengthened operational and team management practices to optimize project development and oversight.
- Assisted with the coordination of event logistics, including venue selection and vendor management.
Sr. Executive - Sales Support Coordinator
Birla Sunlife Insurance
Thane-Maharashtra
10.2012 - 05.2015
- Coordination with various departments, such as the underwriter, new business team, and policy servicing team, for resolving issues related to issuance, ECS, policy bond status, and refunding checks.
- Analyze data for different policy persistency, and identify areas that need to be worked on to ensure a higher success rate.
- Preparation of dashboard and MIS reports for channel partners on a daily basis, based on branch and HO requirements.
- Providing end-to-end resolution to the sales team and sending prompt reminders to the sales team for any pending requirements.
- Detailed reports and summaries based on the analysis, explaining the reasons, and the corrective measures to resolve the identified problem.
- Work on the logic and implementation for different persistency reports.
- Streamlined the process for the issuance of policy, attending to the Sales team's queries, complaints, issuance, ECS, policy bond status, and refund check.
- IT related: System enhancement for daily MIS in BO (Business Object - SAP system), ECS report, and persistency as per requirement, while coordinating with the IT team on cost basis analysis.
Executive - MIS Co-coordination and Vendor Management
Kotak Mahindra Life Insurance
Goregaon-Mumbai-Maharashtra
08.2008 - 04.2010
- Manages a team strength of 11, monitoring and making minor alterations such as changes in assignment, owner, address, name, mode, date of birth, and nominee.
- Managing internal and ISO audit-related data and processes as defined by IRDA.
- Presentations for the monthly review with management and vendors across PAN India, as well as preparing a dispatch report for policy documents and checks for monitoring branch activities.
- Daily report sharing with branches, sales, and ROCs, and coordinating to close all cases within TAT, managing customer complaints, as well as IRDA and legal.
- Negotiated pricing and terms with existing vendors on behalf of the company.
- Maintained accurate records of all vendors and their contracts.
- SOP (Standard Operating Procedure) and detailed flow chart for the LCU department, as per the new process implementation.
- Set up guidelines for the smooth functioning of the process, and ensure adherence to them while identifying, analyzing, and plugging the gaps in the processes.
- Greeted and assisted customers to foster positive experiences.
- Provided every customer with comprehensive assistance upon entering store through merchandise selection and completion of purchases.
- Managing Audit: I successfully managed external and internal audits during my tenure, ensuring satisfactory resolutions and explanations.
- IT related: Successfully launched the LCU (Logistic Control Unit) system for the tracking mechanism for policy documents and cheques, which are dispatched to the client and returned.
Insurance Associate
Prudential Process Management Services
Powai-Mumbai-Maharashtra
08.2007 - 08.2008
- Handling POS, surrender annuity settlement, claim settlement, fund transfers, name change, SSN change, address change, PAC, and systematic withdrawals.
- Insurance form indexing, claim indexing, surrender, trade indexing, life insurance and annuity application forms indexing, and change of address, handling various types of applications and software.
- Quality Check before process.
Customer Service Executive
Reliance Infostreams Private Ltd.
Kolkata & Navi Mumbai
11.2005 - 08.2007
- Worked in Operations Back Office (Post-paid Mobile).
- Processed customer retention, daily, weekly, and monthly churn reports, bill payment reports, as per Finone data, service terminations, handset swaps, and mobile number changes..
- Processed online MACD (Make, Add, Change, and Delete), and new offer and tariff plans activation. Eg. CUG (Closed User Group) activation promotion adds NLD/SLD activation, postpaid to prepaid migration.
- Escalations for customer billing complaints by Reliance Worlds, Town Offices, and the Escalation Desk, as well as inbound escalation.
- Daily MIS.
- Resolved issues and queries raised by other external and internal departments, and provided satisfactory resolutions within time.
- Worked as an Acting Team Leader, wherein the responsibilities were training the new officers joining the team, preparing the team roster, and monitoring the performance of the team.
Computer Faculty (Trainer)
The Institute of Computer Accountant
Kolkata - West Bengal
05.2004 - 11.2005
- Worked as a trainer for MS Office 97, 98, XP, ME, Tally 6.5, Fact, Ace, and payroll.
- Conducted individual and group sessions with faculty members to evaluate their performance and identify areas of improvement.
- Evaluated existing curricula for effectiveness and relevance to current trends in education.
- Monitored, evaluated and recorded training activities or program effectiveness.
Education
Certificate Courses - Public Procurement Delivery
Www.procurementlearning.org
Online By U.S01.2014
MBA - Operations
Symbiosis Center For Distance Learning (SCDL)
Pune01.2014
Computer Accountant - Financial Management
The Institute of Computer Accountant
Kolkata-West Bengal01.2004
Bachelor of Arts - Economics Hon.
Vinoba Bhave University
Hazaribagh - Jharkhand01.2003
Skills
- Project management
- Customer relationship management
- Decision-making
- Problem-solving
- Team building
- Clear communication
- Analytical thinking
- Staff management
- Board reporting
- Brand development
- Operations management
- Risk management
Accomplishments
- Received 'AML (Anti Money Laundering) certificate' as well as 'Kaizen certificate' for process automation & Improvement in Birla Sunlife Insurance.
- Received 'Executive of the Quarter' award for every quarter since Jan 2009 -Oct 2010 (Kotak life Insurance).
- Quarterly Quality Champion reward (in Reliance BPO).
- Enhanced system to get customer activate auto mode.
- Launched Qlik sense to prepare MIS.
Languages
- English
- Hindi
- Bengali
- Marathi
Personal Information
- Date of Birth: 12/17/83
- Nationality: Indian
- Marital Status: Married
Certification
- Procurement Management.
- Productivity & Quality
Timeline
Co-Founder & Managing Director -Product & Business
TRIAJA IT SERVICES Pvt. Ltd.
04.2022 - Current
Chief Manager - FASTag Product Development
Kotak Mahindra Bank Limited
01.2020 - 04.2022
Manager - Remittance (Termination, Maturity & Money Back Payout)
Star Union Dai-Ichi Life Insurance
09.2018 - 01.2020
Assistant Manager - Operations & MIS
OneAssist Consumer Solutions Pvt. Ltd.
06.2015 - 03.2017
Sr. Executive - Sales Support Coordinator
Birla Sunlife Insurance
10.2012 - 05.2015
Executive - MIS Co-coordination and Vendor Management
Kotak Mahindra Life Insurance
08.2008 - 04.2010
Insurance Associate
Prudential Process Management Services
08.2007 - 08.2008
Customer Service Executive
Reliance Infostreams Private Ltd.
11.2005 - 08.2007
Computer Faculty (Trainer)
The Institute of Computer Accountant
05.2004 - 11.2005
Certificate Courses - Public Procurement Delivery
Www.procurementlearning.org
MBA - Operations
Symbiosis Center For Distance Learning (SCDL)
Computer Accountant - Financial Management
The Institute of Computer Accountant
Bachelor of Arts - Economics Hon.
Vinoba Bhave University
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