S. Chithirai Pandian
Chennai,tamil nadu
Summary
An astute professional with 15 years in entire Insurance operations, Client Relationship officer and Team management Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
20
20
years of professional experience
Work History
Sr. Operation Manager
HDFC Life
2022.12 - Current
- Oversaw workforce management planning, volume predictions and capacity planning.
- Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices.
- Managed employee-related issues encompassing labor, turnover and diversity.
- Increased team productivity, providing ongoing training, coaching, and performance feedback to staff members.
- Collaborated with cross-functional teams for seamless execution of large-scale initiatives and continuous improvement efforts.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Spearheaded process improvements to reduce errors and increase overall quality in operations management.
- Implemented data-driven decision making to inform business strategies and drive operational excellence.
- Boosted employee retention rates through the development of a positive work culture, fostering teamwork, open communication, and professional growth opportunities.
- Reduced costs for increased profitability by optimizing resource allocation and eliminating redundant tasks.
- Effectively managed departmental budgets, identifying opportunities for cost reduction and resource optimization.
- Oversaw staff and sub-contractor performance review assessments.
- Allocated resources to planned programs according to business objectives.
- Enhanced customer satisfaction with the implementation of effective communication channels and timely resolution of issues.
- Improved operational efficiency by streamlining processes and implementing innovative strategies.
- Reduced operational costs, negotiating better rates with vendor.
DM– Operations Manager
HDFC LIFE INSURANCE COMP LTD
2018.11 - 2022.11
- Validating the supporting document(s) submitted along with proposal form for issuance of policy
- Internal audit to improve New business quality
- Analyzing Risk for processed cases and sharing the output to the management team for presenting to IRDA board
- Owns clarification of HDFC BANK NB complaints and Audit queries
- Mobile & Email id validation to arrest miss-selling to the customer
- Vendor management Billing, Agreement renewal and New vendor mapping
- Performing FR calling via call center to collect pending document for conversion
- New report implementation in floor based on process changes
- Motivate the team to register the new projects and ensuring a seamless completion with SLA adherences
- New business further requirement will be moved to next step post submission with required procedures and processes
- Penny Drop Process- NEFT account number validation based on account number provide by customer to avoid wrong payout
- WhatsApp process – Creating new link to submit the customer the FR document through WhatsApp for fast issuance
- FR Calling initiated via call center
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
AM– Operations
HDFC Standard Life Insurance Company Ltd.
2013.01 - 2018.11
- Take decisions based on existing processes & guidelines to accept/deny miss-sale or policy servicing complaints on behalf of the company
- Provide Walk-In clients with the proper explanation regarding a decision taken on their complaints
- Thinking out of the box to suggest and bring about internal changes to improve customer satisfaction by providing faster resolution & reduce complaint count
- SPOC for Hbank complaint NB & Policy Servicing
- Take customer ownership by providing end to end resolution for complaints received from MD Desk, IRDA, Ombudsman/consumer forum
- Co-ordinate with concerned Sales Heads, Regional Managers, legal team to close within SLA
- To resolve customer complaints escalated to Senior management, IRDA and media satisfactorily by adhering the defined processes and IRDA guidelines
- Work closely with Operations (New Business and Policy servicing), branches, Legal & Compliance, Third Party Products team, Risk Management Unit, Insurance Brokers and sales teams to find a satisfactory closure to the complaints
- Provide inputs to improve processes and to reduce the complaints by identifying process gaps and follow up with concern stake holder to get the processes rectified
- Mentoring junior executives
- Take care of escalation compliant and doing ground level analyzes to provide proper solution to customer
Branch Operation Executive
M/s. BIRLA SUNLIFE INSURANCE CO. LTD
2008.02 - 2013.01
- Independently accountable for handling the complete branch operations including the supervision of outside sales and inside support staffs and entrusted with the responsibility of liaising with Head office and branches managers of 17 branches for successful implementation of Project Shikar across Tamil Nadu
- Making effective contributions in induction and deployment of staff members and regularly monitoring the joining kits of new employees
- Planning the process effectively with overall responsibility for maintaining various process metrics and strict adherence to the compliance procedures at all times
- Driving the efforts across minimizing cost while maintaining the standard quality and ensuring that there are minimum wastage to increase productivity and revenue
- Oversee the documentation & verification of the lease agreement documents received from the branch managers for new units set up
- Playing a key role in assessing current performance, processes and services and providing recommendations regarding process improvements to maximize customer satisfaction
- Ensuring effective rendering of services to enable smooth flow of operations
- Identifying scope for process enhancements for improved services & facilities
- Pivotal in proper maintenance of the facility and administered space planning and infrastructure
- Analyzing the reports and data on Business, Advisor Recruitments to the entire zone
- Accountable for handling the task of logging in of business application forms
- Developing and establishing healthy relationship with corporate clients while conducting follow ups for issuance of policy and handle customer queries effectively
Operations Specialist
M/s. TATA AIG LIFE INSURANCE CO LTD
2006.01 - 2008.01
- Efficiently handle new advisors while handling advisor licensing and queries like reinstatement of advisor licensing, advisor renewals and online training procedures for the entire zone to enhance business development to ensure target achievements
- Accountable for handling the task of logging in of business application forms
- Analyzing the reports and data on Business, Cost control process
- Handling commission Cheque's for Chennai & Pondicherry location
- Co-coordinating with consultancy for Agency manager recruit
- Tracking on customer complaints, Death Claim Process
Customer Relationship Officer
M/s. HTMT (Air Tel- Chennai)
2005.01 - 2006.11
- Worked as a Customer Relationship Officer in HTMT for period of 12 month helping Airtel Customers
- Attending to the Quarries of the customer and responding to the enquiries
- Managed internal and external mail support
Education
MBA -
Alagappa University
Chennai, India2022
B.Com -
Madras University
01.2005
Skills
- MS-DOS
- Windows 95
- Windows 98
- Windows XP Home
Operations Management
Operational Excellence
Cost Reduction
Business Planning
KPI Tracking
Safety Management
Data Analysis
Cost Control
Relationship Building
Business Leadership
Teamwork and Collaboration
Employee reviews
Personal Information
Date of Birth: 10/15/82
References
Available on request
cricket
Interest to watching cricket and playing with friends & son.
Languages
English
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
Hindi
Beginner (A1)
Additional Information
In new business level NEFT document collected along with proposal while login journey however due manual entry sales /ops account number wrongly updated hence payout getting credited to third party to arrest this issue penny drop concept was implemented in login journey to avoid wrong payout.
We avoided many wrong payouts its help to improved customer satisfaction and cost saving for company level.
Timeline
Sr. Operation Manager
HDFC Life
2022.12 - Current
DM– Operations Manager
HDFC LIFE INSURANCE COMP LTD
2018.11 - 2022.11
AM– Operations
HDFC Standard Life Insurance Company Ltd.
2013.01 - 2018.11
Branch Operation Executive
M/s. BIRLA SUNLIFE INSURANCE CO. LTD
2008.02 - 2013.01
Operations Specialist
M/s. TATA AIG LIFE INSURANCE CO LTD
2006.01 - 2008.01
Customer Relationship Officer
M/s. HTMT (Air Tel- Chennai)
2005.01 - 2006.11
MBA -
Alagappa University
B.Com -
Madras University
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