SANDEEP MALHOTRA

• Spearheaded operations for Call Centre, Email Desk, and Chat services.
• Collaborated on Email/Voice/Chat bot project to enhance service efficiency and reduce costs.
• Handled end-to-end management of complex queries for Talic.
• Led transition from service to sales in Call Centre, targeting FYP of 16 Crores with tech-enabled lead conversion within 48 hours.
• Executed multiple initiatives and recognition programs to elevate service quality.
• Strengthened cost management by collaborating with vendor on staffing forecasts.

• Spearheaded grievance management and digital service enablement.
• Facilitated auto pay collection for Max Life, generating over 800 crores through bank partnerships.
• Achieved industry-leading lowest unclaimed balance relative to AUM.
• Developed digital servicing platform for Max Life customers using self-service and automated technologies.
• Managed mailroom unit processing over 300,000 communications each month.

• Spearheaded Claims Analytics and Process Control within Policy Owner Services team.
• Acted as single point of contact for internal and regulatory reporting for Pramerica Life.
• Executed STLC analysis by gathering business requirements and documenting specifications.
• Oversaw implementation of Change Management Process to improve operational efficiency.
• Developed detailed test cases and documentation for Policy Administration System functionalities.
• Served as IT liaison for Branch Operations, ensuring seamless servicing operations.

- Collaborated as Founding Project team member at HSBC JV.
- Led data entry team for Process Control & Policy Service, ensuring operational excellence.
- Designed and implemented Policy Service & Process Control manual.
- Participated in pilot runs for process enhancements

- Managed PAN India cancellation, financial, non-financial, and refund desk operations.
- Led reinstatement and cancellation processes to enhance efficiency.
- Headed Reinstatement desk, overseeing non-underwriting tasks.

• Resolved all queries and complaints related to customer accounts promptly.
• Managed escalations of unresolved queries and complaints effectively.
• Conducted follow-up calls to enhance and strengthen customer relationships.
• Received Spot Award from Head of Consumer Banking for exceptional customer service in June 2006.
• Collaborated with team to analyze and provide feedback on customer retention policies.