Sarfaraz M Belif
Operations Management, Program Management, Managing Vendor Operations BPO/Banking/Service Industry
Mumbai
Summary
Accomplished Operations Leader with a proven track record at Ebix cash Global Services PVT LTD, where I spearheaded the expansion of processes, significantly enhancing productivity and operational efficiency. Expert in Operations Management and Team Leadership, excel in developing strategies that foster growth and improve team performance, achieving over 20% increase in agent activation.
Exceptional Operations Manager focused on successful team building, cost-cutting and operational improvements. Determined to cut costs without impacting quality of products and services. Reliable team player committed to building high-performing teams.
Results-oriented business leader with more than 19 years of experience in day-to-day business operations management. Effective liaison to key clients, accounts and external business stakeholders. Leverage trends across industries and markets to derive solutions and approaches focused on creating value for customers and profitability for company. Streamlines processes for efficiency and productivity. Well-versed in applying multi-faceted approach to managing safety, operations and productivity across multiple business lines. Merger and acquisitions specialist adept in creating seamless integration of new operations and businesses.
Overview
22
22
years of professional experience
3
3
years of post-secondary education
Work History
General Manager of Operations
Ebixcash Global Services Pvt LTD
12.2022 - 06.2024
- HDFC ERGO General Insurance, Aditya Birla Finance Limited, SBI LIfe Insurance, Icici Securities, Kredit Bee & Protium Finance.
- Transitioned HDFC AND ABFL Process From 10 Seats to 100 Seats In 8 & 6 Months Respectively
- Developed strategies for optimized productivity
- Reviewed and improved and developed processes, overseeing employees, establishing highly motivational work environment, and implementing innovative changes
- Hunted for opportunities for expansion and growth by developing new business relationships
- Provided guidance and feedback to help others strengthen specific knowledge/skill areas
- Managed day-to-day operations, assign weekly performance goals to Managers and ensure their completion, and accomplish your own goals
- Recruit, onboard, and train high-performing employees to achieve objectives for sales & profitability
- Maintain project timelines to ensure tasks are accomplished effectively
- Delegate responsibilities to Managers/ AM/ DM/TLs and enforce all policies, procedures, standards, specifications, guidelines, training programs, and cultural values
Assistant General Manager Operations
Eureka Outsourcing Solutions Private
11.2020 - 12.2022
- IDFC First Bank Personal Loans & General Insurance
- Enhanced communication among team members through regular meetings, promoting open dialogue about challenges and opportunities for improvement.
- Increased customer satisfaction by addressing and resolving concerns in timely manner.
- Analyzed customer feedback data to identify areas of improvement and develop solutions.
- Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
- Developed and implemented new operational procedures, streamlining daily tasks and improving overall efficiency.
- Motivated, trained, and disciplined employees to maximize performance.
Senior Manager Operations
Karvy Digikonnect
09.2019 - 11.2020
- Bharti AXA Life Insurance & Bharti AXA General Insurance
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Implemented and developed operational standards, policies and procedures.
- Held monthly meetings to create business plans and workshops to drive successful business.
- Provided strong leadership to enhance team productivity and morale.
- Consistently met or exceeded annual performance targets set by senior leadership.
- Improved team performance by providing comprehensive training and fostering collaborative work environment.
- Mentored junior staff members for skill development and career progression within organization.
Senior Manager Operations
Athena Bpo
08.2015 - 08.2019
- Cigna TTK (Cigna Manipal) Health Insurance & Tata AIG General Insurance
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Implemented and developed operational standards, policies and procedures.
- Held monthly meetings to create business plans and workshops to drive successful business.
- Provided strong leadership to enhance team productivity and morale.
- Consistently met or exceeded annual performance targets set by senior leadership.
Manager Operations
Financial Agencies Insurance Broking Pvt LTD
05.2014 - 08.2015
- Iffco Tokio General Insurance.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
Manager Operations
Effort BPO, Thurbe ( One Point One Solutions)
01.2013 - 05.2014
- Transitioned Reliance life insurance from 0 to 2650 Seats
- Handled Multiple Process, Future Generali General Insurance, Birla Sunlife Life Insurance, World Vision Sponsor/ LMW, and IDEA Cellular
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
Process Manager
Andromeda BPO ( ATHENA BPO)
10.2007 - 12.2012
- Tata AIG General Insurance, ICICI Credit Cards, Aegon Religare, L&T Insurance & Kotak LIfe
- Started working as an Team Leader in 2007, Was promoted till Designation of Process Manager
- Successfully Transitioned ICICI and Tata AIG from 10 Seats to 400 Seats in a span of 1.5 Years each.
- Increased overall productivity by providing training and support for team members in best practices and techniques.
- Empowered team members to take ownership of their roles by providing clear expectations, guidance, and support in achieving personal performance objectives.
- Streamlined process workflows by identifying inefficiencies and implementing targeted improvements.
- Collaborated with cross-functional teams to identify areas of improvement, leading to increased efficiency across departments.
Relationship Manager
Reliance Life Insurance Company
03.2007 - 10.2007
- o Joined as a Sales Manager and got promoted as a Zonal Leader within 6 months.
- o Established Zones first Voice and Accent Training Program in respective zones.
- o Increased Agent Activation by 20% in 2007.
- o Promoted to handle 2 Zone offices- Mumbai Zone and Lucknow zone.
- o Activated 35 New Agents in 2 months.
- o Designed a methodology to train, and activate Agents.
- o Created an motivation in the agents related to contest
- o Created daily messages on the contest on the given theme of contest.
Team Leader, Sales Operations
Spanco Telesystems & Solutions
03.2005 - 03.2007
- Tata AIG General Insurance
- Started as Customer Service Executive in 2005 was promoted as as Sr CSA in December 2005, again got promoted as Team Leader in June 2006
- Mentored junior team members, fostering a positive work environment that encouraged professional growth.
- Exceeded sales targets by motivating team members and providing ongoing coaching.
- Enhanced customer satisfaction through proactive problem-solving and consistent followup.
- Developed strong relationships with key clients, resulting in increased repeat business.
Relationship Manager
Frontrack Marketing PVT LTD
02.2003 - 02.2005
Field Executive
My Finance PVT LTD
01.2002 - 02.2003
Education
Commerce
Calorx Teachers University
Gujrat, India 06.2016 - 06.2019
Skills
Operations Management
Business Analysis
Logistics Management
Staff Development
Team Leadership
Problem-Solving
Staff Management
Timeline
General Manager of Operations
Ebixcash Global Services Pvt LTD
12.2022 - 06.2024
Assistant General Manager Operations
Eureka Outsourcing Solutions Private
11.2020 - 12.2022
Senior Manager Operations
Karvy Digikonnect
09.2019 - 11.2020
Commerce
Calorx Teachers University
06.2016 - 06.2019
Senior Manager Operations
Athena Bpo
08.2015 - 08.2019
Manager Operations
Financial Agencies Insurance Broking Pvt LTD
05.2014 - 08.2015
Manager Operations
Effort BPO, Thurbe ( One Point One Solutions)
01.2013 - 05.2014
Process Manager
Andromeda BPO ( ATHENA BPO)
10.2007 - 12.2012
Relationship Manager
Reliance Life Insurance Company
03.2007 - 10.2007
Team Leader, Sales Operations
Spanco Telesystems & Solutions
03.2005 - 03.2007
Relationship Manager
Frontrack Marketing PVT LTD
02.2003 - 02.2005
Field Executive
My Finance PVT LTD
01.2002 - 02.2003
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