Ravi Ranjan
Manager - Third Party Products
Mumbai
Summary
Results-driven insurance operations professional with strong track record in optimizing processes and enhancing operational efficiency. Skilled in risk management, regulatory compliance, and staff development. Proven ability to lead teams, adapt to changing needs, and achieve organizational goals. Known for reliability, strategic thinking, and excellent communication skills. My expertise includes process improvement, data analysis to improve customer experience, and effective team management. I have consistently achieved high satisfaction metrics through innovative solutions
Overview
14
14
years of professional experience
2016
2016
years of post-secondary education
2
2
Certifications
Work History
Product Manager
HDFC Bank
06.2023 - Current
- Responsible for managing all the grievances for Life Insurance across all three Insurance partners for HDFC Bank namely HDFC Life, TATA AIA and Aditya Birla along with Complaint received through GRC, QIG, branch, Phone Banking, MD Escalation, Banking Ombudsman complaints and IRDAI/IGMS complaints
- Presenting and discussing the critical cases with committee and Internal Ombudsman ratification mandatorily taken on record before closure with customer
- Responsible for analysis data received regarding life insurance NPS feedback
- Analyzed complaint data to identify root causes, trends, issues and regulatory concerns.
- Identify the gaps within the current process, initiate internal discussion and collaborate with channel partners and address the identified areas for improvement
Deputy Manager
Canara HSBC Life Insurance
09.2021 - 06.2023
- Managing projects for inbound call center along with Email Support Team Identified plans and resources required to meet project goals and objectives.
- Managed Visual IVR project which was gone live in June 2022. This project resulted in reduction of 25% HNI customer volume from Inbound Call Center
- Managed the ongoing transition between Lotus Notes system to Microsoft Dynamics CRM solution.
- Also worked closely with internal IT and Microsoft Dynamics CRM team in delivery two major enhancements in CRM within a time of 1 year
- Responsible for managing a team of 20 person in email support team and outbound call center including auditing, coaching and feedback, disciplinary issue resolution and staffing decisions using simple averaging to forecast call volume.
- Achieved NPS goal for 6 months consistently meets overall email support team metrics. Achieved high satisfaction rating through proactive first call resolutions of customer issues.
- Identified, developed and recommended to senior leadership significant and educationally meaningful solutions to training resources/requirements problems.
- Collaborated with training team to boost product support and certification training initiatives.
Assistant Manager
ICICI Prudential Life Insurance Company Limited
05.2016 - 08.2021
- Managing the outsourced call centre, Email support and Web Aggregator Business Process and ensure to meet and exceeds our customer experience standards
- Responsible for managing a team of 55 person in Inbound call center, Email support and Web Aggregator Business Process
- Manage the post-payment policy issuance requirements from the customer (medicals, document submission, offer acceptance etc.) within acceptable timelines to ensure policy issuance as per budget.
- Analyze trends, reasons why customers contact us, etc. and drive a continuous improvement philosophy within the contact centre.
- Conducting process assessments, audits and ensuring operational process compliance. - Carrying out quality audits and continuous improvement initiatives.
Process Leader
ICICI Prudential Life Insurance Company Limited
11.2011 - 04.2016
- Ascertaining and communicating resolution for the senior Management complaints which are the final decision of the company in concurrence with the Organization's value and vision.
- Coordinate with External and internal customers and done the thorough root cause Analysis
- To ensure the complete closure of the complaint within a pre-defined TAT by the Team members and setting higher standards of self-performance
- To acknowledge complaint received through senior Management (MD/IRDAI/GRC members/etc.)
- To ensure image recovery and strives to attain customer satisfaction and delight.
Education
MBA - Business Analytics
Uttaranchal University
04.2023 - 01.2025
Executive Programme in Insurance & Risk Management - Insurance
Institute of Insurance And Risk Management
Hyderabad, India11-2011
Bachelor of Commerce (B.Com.) - Accounting and Related Services
Patna University
01.2003 - 01.2006
Skills
Customer relationship management
Critical thinking for problem-solving
Cross-functional teamwork
Customer Service
Customer Service
Customer Relationship Management (CRM)
Customer Relationship Management (CRM)
Problem-solving abilities
Insurance
Project Management
Customer Service
Customer Relationship Management (CRM)
Certification
Licentiate Certificate, Insurance Institute of India
Honors And Awards
- Rising Star of the Quarter (AMJ'22), Canara HSBC Life Insurance, 07/01/22
- Annual Award'19, ICICI Prudential Life Insurance Company Limited, 04/01/19, Have been awarded for the project in Automation and Process Improvisation for Services Customers through Email Channel.
- Annual Award'20, ICICI Prudential Life Insurance Company Limited, 04/01/20, Awarded for the project of Contact Center Cost Reduction Initiative.
- Annual Award'21, ICICI Prudential Life Insurance Company Limited, 05/01/21, Awarded for the project in Customer Service Initiative (Voice IVR).
Timeline
Product Manager
HDFC Bank
06.2023 - Current
MBA - Business Analytics
Uttaranchal University
04.2023 - 01.2025
Deputy Manager
Canara HSBC Life Insurance
09.2021 - 06.2023
Assistant Manager
ICICI Prudential Life Insurance Company Limited
05.2016 - 08.2021
Process Leader
ICICI Prudential Life Insurance Company Limited
11.2011 - 04.2016
Bachelor of Commerce (B.Com.) - Accounting and Related Services
Patna University
01.2003 - 01.2006
Executive Programme in Insurance & Risk Management - Insurance
Institute of Insurance And Risk Management