Richa Vyas
Operation Manager
Bangalore
Summary
Resourceful and adaptable Manager with over +13 years of experience in scheduling, staff training, protocol development, and process improvements. Meticulous team builder with expertise in employee engagement, customer relationship management (CRM), time management, and conflict resolution. A customer-focused leader seeking to leverage background into an assistant or operations manager role with progressive organization.
Overview
2025
2025
years of professional experience
Work History
Branch Head – Senior Manager
Max life Insurance
7 2024 - Current
- Designed sales and service strategies to improve revenue and retention
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty
- Coached and trained 8 team members
- Maintained friendly and professional customer interactions
- Educated customers on available processes and services
- Monitored sales team performance and provided training to help reach targets
- Completed audits and checklists to achieve regulatory compliance
- Conducted customer feedback surveys to improve service levels.
HUB Manager
Knock Your Beauty YES Madam
10.2023 - 07.2024
- Oversaw daily operations, managing staff schedules, task assignments, and workflow prioritization for maximum productivity.
- Completed audits and checklists to achieve regulatory compliance.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Coached and trained 11 team members.
- Maintained friendly and professional customer interactions.
- Monitored sales team performance and provided training to help reach targets
- Conducted customer feedback surveys to improve service levels.
- Streamlined hub operations by implementing efficient processes and procedures.
- Implemented new inventory management system to maintain optimal stock levels and minimize waste.
- Conducted regular safety audits to ensure adherence to regulatory requirements and maintain a safe working environment.
- Developed strong relationships with vendors, ensuring timely deliveries and quality products.
- Coordinated cross-functional teams for seamless execution of projects and initiatives.
- Managed budget effectively, reducing expenses without compromising on efficiency or quality of service.
- Upheld 24-hour response time to service requests.
Senior Branch Head
HDFC LIFE INSURANCE
01.2023 - 08.2024
- Increased branch revenue by implementing effective sales strategies and maintaining strong customer relationships.
- Developed a high-performing team through targeted recruitment, training, and coaching initiatives.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty
- Coached and trained 10 team members
- Maintained friendly and professional customer interactions
- Educated customers on available processes and services
- Monitored sales team performance and provided training to help reach targets
- Completed audits and checklists to achieve regulatory compliance
- Conducted customer feedback surveys to improve service levels.
- Initiated cross-selling efforts, resulting in increased product penetration among existing customers.
- Maintained friendly and professional customer interactions.
Admin Manager
Cedaar Textile Pvt Ltd
10.2021 - 12.2023
- Plan and coordinate administrative procedures and systems and devise ways to streamline processes
- Recruit and train personnel and allocate responsibilities and office space
- Assess staff performance and provide coaching and guidance to ensure maximum efficiency
- Manage schedules and deadlines
- Monitor costs and expenses to assist in budget preparation
- Managed team by offering support and constructive feedback to improve skills and maximize potential
- Organize and supervise other office activities (recycling, renovations, event planning etc.)
- Ensure operations adhere to policies and regulations
- Keep abreast with all organizational changes and business developments
- Coached and mentored junior team members, regularly assessing knowledge and skills gaps and implementing corrective action
- Used excellent problem-solving and issue-resolution strategies to rectify difficulties quickly and effectively.
Operations Manager
Kotak Mahindra Life Insurance Co. Ltd
9 2017 - 09.2021
- Handling 8 verticals ‑ BANCA, Agency, South Indian Bank, Fin-care Bank, Corporate Salary, Broker, Direct sales, Service to sales channels
- Persistency, CFI, Free look cancellation, Foreclosure reversal, Claim Settlement, and Stale
- Maturity payout
- Creating customer delight, Process adherence ensuring dissemination of the same in operations
- Compliance, Risk Adherence & External Audit
- Escalation handling, Relationship management within the department and with cross‑functional teams and actively participating in driving company's goals and objectives
- Provide Direction to the team & Motive them to achieve Branch's targets
- Monitored staff performance and developed improvement plans.
- Improved customer satisfaction ratings by ensuring prompt resolution of issues and concerns.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Enhanced team productivity by providing effective training programs and performance management systems.
Assistant Manager
Kotak Mahindra Life Insurance Co. Ltd
09.2013 - 02.2017
- Persistency, Retention of Surrender, CFI, Free look cancellation, Foreclosure reversal, Claim Settlement and Stale Maturity payout
- Creating customer delight, Process adherence ensuring dissemination the same in operations
- Compliance & Risk Adherence
- Operated equipment to exceed production targets
- Implemented more efficient processes and reduced wasted resources.
Assistant Manager
Bajaj Capital Ltd
12.2011 - 08.2013
- Complaints handling, coordination with the respective insurance companies (Kotak, Bharti Axa, Aviva, etc), Providing back office support to the department with respect to filing, records keeping, cover note issuance, Client Database, and business MIS (weekly/ monthly)
- Provide timely and personalized claim settlement services to the clients ensure customer retention & provide customer services tasks
- Closely monitored and supervised operations team, ensuring operational excellence and outstanding customer service.
Junior Officer
HDFC Bank (ADFC) Ltd
03.2008 - 12.2011
- Efficiently handling the back office in the collection Personal loans, Business loans, Auto loans, Educations loans, Business loan
- Effectively coordinate with the agency, Handling customer complaints
- Responsible for documentation, operations, and collections & make MIS sent to various departments
- Provide Direction to the team of 4 members & Motive them to achieve targets.
Education
Masters of Business Administration - HR & Finance
Rajasthan Technical University
Bachelor of Science - Botany Chemistry, Zoology
Mohan Lal Sukhadia University
Udaipur 04.2001 -
HSC - Biology
Atomic Energy Center School Rawatbhata
Rawatbhata, India 04.2001 -
Skills
Problem-solving
Accomplishments
- Awarded as “Best Customer servicing for the stale claim after Maturity” (DEC 2019)” Shared by Kota Life's, LinkedIn page.
- Corporate announcement “Best Appreciation letter by the customer (JULY 2019)”in Kotak.
- Awarded as no.1 in North in “Best Customer Retention” (FY18‑19)”in Kotak.
- Awarded as no.1 in North for “Respective Target Achievement” (FY 18‑19)”in Kotak.
- Awarded as no.1 in North for “Stale Maturity Closer” (FY 18‑19)” in Kotak.
- Awarded as Pan India no.1 in “Best Customer receives his claim after Maturity”(MAY 2018).
Leadership Experience
I received the "Best Customers Servicing award" published on LinkedIn Page award during my time in Kotak Life Insurance.
Communication Skills
I have received several awards for my outstanding communication skills, including recognition for providing exceptional support to Branch.
Timeline
HUB Manager
Knock Your Beauty YES Madam
10.2023 - 07.2024
Senior Branch Head
HDFC LIFE INSURANCE
01.2023 - 08.2024
Admin Manager
Cedaar Textile Pvt Ltd
10.2021 - 12.2023
Assistant Manager
Kotak Mahindra Life Insurance Co. Ltd
09.2013 - 02.2017
Assistant Manager
Bajaj Capital Ltd
12.2011 - 08.2013
Junior Officer
HDFC Bank (ADFC) Ltd
03.2008 - 12.2011
Bachelor of Science - Botany Chemistry, Zoology
Mohan Lal Sukhadia University
04.2001 -
HSC - Biology
Atomic Energy Center School Rawatbhata
04.2001 -
Branch Head – Senior Manager
Max life Insurance
7 2024 - Current
Operations Manager
Kotak Mahindra Life Insurance Co. Ltd
9 2017 - 09.2021
Masters of Business Administration - HR & Finance
Rajasthan Technical University
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