Paul Varghese
Thane
Summary
Dynamic manager with a proven track record at HDFC ERGO, excelling in process improvement and stakeholder management. Recognized for enhancing customer service excellence through effective grievance resolution and cross-department collaboration. Adept at drafting standard operating procedures and leading teams to achieve operational efficiency. Committed to delivering impactful results and fostering a culture of continuous improvement.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Manager (Business Process Re-engineering)
HDFC ERGO General Insurance Company Limited
Thane
03.2023 - Current
- Drafted Standard Operating Procedures (SOPs) and process notes for departments per audit guidelines.
- Conducted periodic reviews of SOPs to ensure alignment with departmental procedures.
- Coordinated with departments to streamline new process flows for product launches.
- Led stakeholder meetings to capture requirements for finalizing SOPs and process notes.
- Secured necessary approvals from stakeholders before product launches and released SOPs.
- Distributed alerts or updates to departments upon stakeholder requests.
- Oversaw completion and publication of quarterly closing activities before board meetings.
- Contributed to 'Vihan' project for updating company operating system and 'ABHA' project for linking ABHA ID with client policies.
Manager (MD Escalations)
Axis Bank Limited
Thane
05.2020 - 02.2023
- Managed 1st level escalations in Grievance Redressal from May 2020 to June 2021.
- Transferred to MD Escalation team in June 2021 for enhanced support.
- Handled customer queries and complaints regarding various bank products.
- Collaborated with multiple departments to resolve customer complaints per bank policies.
- Analyzed departmental processes for improvements that enhanced customer experience.
- Ensured consistent quality in addressing customer inquiries and complaints.
- Engaged regularly with customers to understand concerns and deliver effective resolutions.
- Provided resolutions within defined Turn Around Time (TAT).
- Awarded the Axis Bank 'Champions Award' for teamwork in November 2022.
Assistant Manager (Grievance Redressal)
HDFC ERGO General Insurance Company Limited
Thane
08.2013 - 04.2020
- Resolved customer queries and complaints related to General Insurance per IRDA guidelines.
- Ensured resolution within defined Turn Around Time (TAT).
- Prioritized actioning of IRDA complaints for timely responses.
- Liaised with departments to enhance processes and reduce complaints.
- Conducted Root Cause Analysis to identify areas for process improvement.
- Monitored performance regularly, identifying opportunities for productivity enhancement.
- Suggested process improvements to decrease TAT and boost customer service efficiency.
- Mentored new hires, guiding them through processes and systems.
Customer Service Associate
WNS Global Services Private Limited
05.2006 - 11.2016
- Company Overview: (Mumbai)
- Being Instrumental in the Correspondence Team of British Gas in its process named ‘Centrica’;
- Attending to all types of customer queries relating to Gas and Electricity for United Kingdom;
- Investigating customers concerns and resolving and responding to customers;
- Solving queries related to bills, altering bill details, setting up payment plans for customer as required, sharing advance consumption estimation etc.
- (Mumbai)
- Achieved highest average actioning of letters in the team.
Senior Executive (Grievance Redressal)
TATA AIA Life Insurance Company Limited
11.2006 - 09.2012
- Company Overview: (Mumbai)
- Team member of ISO 10002:2004 certified team, being the first Life Insurance Company with an ISO certification for complaints redressal;
- Responsible for replying back to customer queries via e-mails and letters within the given SLA;
- Liaising with other departments of the Company with respect to solving customer related queries / complaints;
- Training and mentoring sub-ordinates as well as new recruits in various processes from all departments thereby reducing dependency and addressing customer’s concerns with high efficiency;
- Conducting detailed investigation and resolving all customer queries and concerns related to various policies;
- Investigating and responding to complaints received from IRDA, Ombudsman, Legal Notices, MD office;
- Supporting all zonal SPOCs in resolving all complaints and escalations;
- Conducting ‘Root Cause Analysis’ and providing practical solutions thereby reducing complaints and escalations;
- Generating reports to analyze various aspects of complaints and also how to handle the same;
- Daily monitoring of Insurance Regulatory Development Authority (IRDA) website with regards to the complaints being uploaded and monitoring of TAT as per the IRDA guidelines.
- Preparing, analyzing and publishing of reports on a daily, weekly and monthly basis consisting of team and individual performance, Turn Around Time (TAT), complaint closures, current company position in terms of customer complaints to all middle and higher management.
- Taking feedback from the management on team performances and informing the team of the same along with setting new team goals on monthly basis.
- (Mumbai)
- Awarded ‘SIRIUS Award’ for Employee of the Month for November, 2007;
- Awarded ‘Customer Service Award’ for the quarter April, 2008 to June, 2008.
Associate
Syntel Sourcing Private Limited
11.2005 - 03.2006
- Company Overview: (London and Mumbai)
- Undergone 3 months training programme for pilot process in International Financial Data Services (IFDS) – Essex, United Kingdom.
- Responsible for the settlement payments to be made to various individuals or companies like Schroders, Gatmore etc. through cheques or Telegraphic Transfers etc on a daily basis;
- Monitoring inward flow of funds and receipting them on daily basis as per requirement;
- To ensure that all the payments are made on time within the specified deadline and forwarded to the team leader for Authorization on daily basis;
- Monitoring all outward and inward payments that are made or received throughout the day and making necessary entries in the system as per requirement;
- Responding to customer queries and advising customer on various payment plans and making arrangements for transfer of funds by customers.
- Reconciliation of Data and preparing MIS on a daily and weekly basis for payment plans and fund transfers.
- (London and Mumbai)
Senior Customer Representative Associate
Zenta Technologies Private Limited
08.2003 - 08.2005
- Company Overview: (Mumbai)
- Responsible for Overseas Credit Card Collection from customer of American Express Bank;
- Managing and Handling all overseas inbound calls and addressing and resolving all customer concerns and issues;
- Simultaneously making overseas outbound calls to clients in the United States of America.
- Responsible for handling the highest bucket for collections which is Other Small Business Network (OSBN).
- Preparing of reports and analysis for various buckets, daily weekly and monthly, to know the collection value for each buckets.
- (Mumbai)
- Awarded ‘Employee of the Month’ for January, 2005 for exceeding the target on collections.
Account Assistant
Shapoorji Pallonji & Company Limited
12.2002 - 03.2003
- Company Overview: (Mumbai)
- Drafting of documents for short and long-term loans;
- Drafting synopsis and summary reports for all transactions related to lease, sales, licenses, renewals etc.; for all commercial and residential properties of the company;
- Preparing status reports of monthly receipts / payments along with preparing / issuing cheques;
- Following up with clients and sub-contractors for collection of payments;
- Income Tax and sales Tax submissions for complying with financial year-end formalities and compliances;
- Closing formalities for main books of accounts such as Purchase books, Sales book, etc. as required for the financial year end purposes.
- (Mumbai)
Education
B.Com -
N.E.S. Ratnam College
Mumbai01.2002
H.S.C. -
Saint John The Baptist Jr. College
Mumbai01.1999
S.S.C. -
Saint Pius ‘X’ High School
Mumbai01.1997
Skills
- Standard operating procedures
- Process improvement
- Stakeholder management
- Root cause analysis
- Grievance resolution
- Cross-department collaboration
- Customer service excellence
- Team leadership
- Time management
Certification
- Lean Six Sigma Green Belt Certification, September 2023
- Lean Six Sigma Black Belt Certification, November, 2023
- IT Fundamentals, March 2025
Accomplishments
- Awarded the ‘Best Athlete’ in college for two (2) years i.e. 1999-2000 and 2001-2002.
- Awarded First Prize in District level competition for 100 Mts. Sprint - 12.1 secs (Personal Best 11.9 secs).
- Awarded Second Prize in District level competition for 200 Mts. Sprint - 24.9 secs.
- Awarded First Prize in Maharashtra State level competition for 4 X 400 Mts Relay.
- Awarded Second Prize in Maharashtra State level competition for Long Jump.
- Awarded the ‘Best Athlete’ amongst the National Cadet Cops in college in the year 2001-2002.
Personal Information
- Passport Number: W3671858
- Father's Name: Mr. K. P. Varghese
- Date of Birth: 02/05/80
- Nationality: Indian
- Marital Status: Married
Affiliations
- Awarded the ‘SIRIUS Award’ for Employee of the Month for November 2007
- Awarded 'Customer Service Award' for the quarter of April 2008 to June 2008
Languages
English
First Language
Hindi
Proficient (C2)
C2
Marathi
Beginner (A1)
A1
Malayalam
Elementary (A2)
A2
References
References available upon request.
Timeline
Manager (Business Process Re-engineering)
HDFC ERGO General Insurance Company Limited
03.2023 - Current
Manager (MD Escalations)
Axis Bank Limited
05.2020 - 02.2023
Assistant Manager (Grievance Redressal)
HDFC ERGO General Insurance Company Limited
08.2013 - 04.2020
Senior Executive (Grievance Redressal)
TATA AIA Life Insurance Company Limited
11.2006 - 09.2012
Customer Service Associate
WNS Global Services Private Limited
05.2006 - 11.2016
Associate
Syntel Sourcing Private Limited
11.2005 - 03.2006
Senior Customer Representative Associate
Zenta Technologies Private Limited
08.2003 - 08.2005
Account Assistant
Shapoorji Pallonji & Company Limited
12.2002 - 03.2003
B.Com -
N.E.S. Ratnam College
H.S.C. -
Saint John The Baptist Jr. College
S.S.C. -
Saint Pius ‘X’ High School
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