Sanjana Kapoor
Gurgaon
Summary
Dynamic operations leader with 20 years experience with a proven track record at Max Life Insurance Company Ltd, specializing in process optimization and change management. Expert in automating processes and leading cross-functional teams to drive transformational initiatives, enhancing customer experience and achieving significant revenue growth. Highly organized with strong detail orientation and project management skills.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Vice President Operations
Max Life Insurance Company Ltd
Gurgaon
09.2022 - Current
- Facilitated development programs targeting performance optimization and competency improvement.
- Implemented change management strategies to ensure a smooth transition into new processes or systems, completely automating the legacy auto-debit transformation for the customers.
- Developed actionable insights through detailed analysis, enabling process optimization via RPA solutions.
- Coordinated with cross-functional teams to perform product testing and develop business plans.
- Responsible for Auto Debit Process automation, greivance management, and transformation office within the Renewals function.
- Provided leadership, direction, and guidance on best practices for transforming business operations.
- Managed cross-functional teams to ensure successful execution of transformation initiatives across the organization.
Associate Director
Snapdeal
Gurgaon
12.2016 - Current
- Program Manager for the Technology Team managing cross component projects
- Study the existing processes and recommend improvements for process automation, enhancement of features and cost save for three functions - Supply Chain, Customer Experience via Agile methodologies
- Use a sizing approach to estimate relative complexity of possible feature solutions and create a simple architectural prototype to better understand the technical problems to solve
- Responsible for the complete lifecycle & sprint planning
Asst. Vice President
Max Life Insurance Company Ltd.
Gurgaon
05.2008 - 12.2016
- Cross functional intersection management with various team & technological intervention to enhance customer experience, experience of collections journey, leading to incremental revenue & impact on the bottom line
- Implementation and program managing the projects and initiatives undertaken and the benefits are being fully realized throughout the enterprise
- Spearheaded the activities related to business service strategy/planning, project strategy/planning, communication and change management, and continuous improvement performance management
- Successfully managing a large team within the Strategic Initiative Team for managing collections in the flagship channel Agency, End-to- end Ownership and Accountability for all Business Transformation initiatives in the channel
Branch Manager
CitiFinancial Consumer Finance India Ltd.
Delhi
04.2006 - 05.2008
- Managing the Dwarka (Delhi) Branch wherein the role encompassed sales, credit, collections from the financial aspect and service, administration, recruitment from the non -financial aspect
- Awarded the best Insurance Penetration Branch, Citifinancial Delhi,2007
- Handling a portfolio of 200mn of loans financed with a controlled delinquency of 5.5% and also front-end of 8.15%
- Responsible for Sales of Personal Loans, with a mix of other cross sell product offerings like Insurance, Debt Consolidation of competition loans
- Successfully handled the set-up of a branch & maintain delinquency of zero for 6 months
Asst. Sales Manager
CitiBank
Pune
12.2004 - 04.2006
- Primarily the profile entailed acquisition of new to bank customers and cross sell banking/investment products to the customer so as to ensure stickiness of the customer by cross selling him/her various products the bank viz paid debit cards, insurance, ready credit or asset products and ensure that the bank earns revenue
- Responsible for wealth sales, which incorporates Insurance & MF sales
- The profile encompasses understanding customer requirement and then suggest the requisite investment option/opportunity
- Won the prestigious shooting star award within the first six months in the bank
Education
MBA - Marketing Management
International School of Business & Media
Pune05.2005
Bachelor of Arts - Economics
University of Mumbai
Mumbai06.2003
Skills
- Automated Processes
- Strong Detail Orientation
- Highly Organized
- Team Leadership in Projects
- Change management
- Process optimization
- Project management
Personal Information
Date of Birth: 04/24/82
Accomplishments
- Won the Projects of the Year Award at Max Life Insurance for FY'25 and FY'24 under the Innovation and Black Belt Category
- Several ETBFSI, ASQ Silver award in Innovation Category
- Cross functional team awards for improving 13M Persistency for the Organization
Certification
- Black Belt from Motorola University
- MDP Leadership Skills from XLRI
Timeline
Vice President Operations
Max Life Insurance Company Ltd
09.2022 - Current
Associate Director
Snapdeal
12.2016 - Current
Asst. Vice President
Max Life Insurance Company Ltd.
05.2008 - 12.2016
Branch Manager
CitiFinancial Consumer Finance India Ltd.
04.2006 - 05.2008
Asst. Sales Manager
CitiBank
12.2004 - 04.2006
MBA - Marketing Management
International School of Business & Media
Bachelor of Arts - Economics
University of Mumbai
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