Saswati Sarkar
Summary
Dynamic operations leader with a proven track record at Genpact Pvt. Ltd, driving a 20% efficiency increase through strategic planning and process automation. Adept at cross-functional collaboration and talent development, I excel in optimizing workflows and managing budgets to achieve operational excellence and enhance team performance.
Overview
1
1
Certification
28
28
years of professional experience
Work History
Operating Leader
Genpact Pvt. Ltd
Noida
01.2022 - Current
- Led operations team in daily tasks, optimising workflows and achieving a 20% increase in efficiency.
- Optimized resource allocation, enhancing productivity and minimizing downtime.
- Facilitated continuous improvement initiatives to encourage innovation and operational excellence.
- Led cross-functional teams delivering project implementation on time and within budget.
- Managed budgets and financial planning to maintain quality while achieving cost savings.
- Analysed performance data to spot trends and guide strategic decisions.
- Collaborated with Aon Canada (broker support), New Zealand (packaging & pre-placement), and Liberty Singapore (A&H) during process transition and stabilization.
- Directed recruitment and training programs, enhancing team skills to improve operational effectiveness.
AVP – Revenue Assurance (Third Party Distribution)
Bharti AXA Life Insurance Co.Ltd.
07.2021 - 12.2021
- Managed corporate agents and broking partner renewals and persistency, fostering strong daily relationships.
- Build partner relationships and influence key retention improvement initiatives.
- Delivered KPIs on reinstatement rates and contactability, addressing complaints and controlling resolution costs.
- Measure contactability and efficiency drivers, then raise performance to target levels.
- Negotiate contracts and design service level agreements with partners.
- Review and run governance mechanisms with each partner.
- Handled vendor requests to ensure compliance and requirements, then meet internal SLA commitments.
- Managed spend against budget plans, ensuring compliance and monitoring vendor satisfaction.
- Designed and reviewed campaigns, managing end-to-end delivery to ensure alignment with strategic goals.
- Control team attrition and check process effectiveness through regular reviews.
- Shared renewal and persistency updates with stakeholders, fostering transparency and engagement.
- Own Managed net promoter score (NPS) to gauge customer satisfaction and drive improvements based on feedback.
- Implement revenue and budget plans for the renewals process.
AVP – Surrender Retention & Customer Engagement
CANARA HSBC OBC Life Insurance Co. Ltd.
08.2018 - 04.2021
- Drove surrender retention efforts to reduce payout and conserve net asset under management.
- Used predictive analytics to pre-empt future surrenders and protect payout conservation.
- Designed proactive retention interventions using customer segmentation and surrender trigger analysis.
- Managed centralized calling and processing to drive customer engagement and retention.
- Ran cross-selling and up-selling campaigns through centralized calling to enhance customer satisfaction.
- Coordinated end-to-end retention monitoring with regular reviews and performance reporting.
- Developed and implemented a digital retention tool for surrender management.
- Deployed self-service technologies to enhance customer experience for retention.
- Launched calendarized customer engagement programs to maintain timely customer outreach.
- Established a virtual assistant team to utilize surrender analytics effectively.
- Built partner relationships and influenced partner initiatives for retention improvements.
- Designed partner and employee compensation R&R to strengthen incentives.
- Drove analytics sourcing from multiple channels to generate leads and retention actions.
- Completed RCA on grievances and escalated complaints to support seamless payouts.
Senior Manager - Customer Experience
Bajaj Allianz Life Insurance Co. Ltd.
06.2017 - 07.2018
- Managed customer grievance and communication cell with customer retention team.
- Maintained TAT adherence for complaint resolution and coordinated early redress with stakeholders.
- Supervised inbound contact centre operations and managed quality of resolutions and policy servicing.
- Streamlined processes to enhance CSAT and NPS scores through improved customer journeys.
- Developed service quality standard overviews, TAT enhancements, and RCA/CAPA updates for senior management.
- Identified process improvement areas to reduce manual work and enable automation.
- Developed predictive analytics and strategic planning for improving persistency and conservation ratio.
- Managed renewal collection processes for NACH and SI debits.
- Delivered projects and CRM solutions for seamless payment flows and retention.
- Trained team members to strengthen skills aligned with process requirements.
- Managed attrition and shrinkage using volume and process forecasts.
- Assessed potential risks to make informed decisions that benefited the organization. to support organisational advantage and team decisions.
- Led teams from remote locations while maintaining SLA and KPI compliance.
Zone Business Conservation Manager
BHARTI – AXA LIFE INSURANCE CO. Ltd.
06.2014 - 05.2017
- Business Planning and Execution of Persistency & Retention Campaign across all Channel & Business Partners.
- Spearheaded project improving 13th Month Persistency across all zones and channels.
- Promoted cross-sell and up-sell campaigns to enhance customer retention and improve overall CSAT through Persistency Manager.
- Increased renewal collection through aggressive follow-up and constant monitoring.
- Managed escalated customer inquiries to ensure timely resolution.
- Reduced customer complaints to improve service quality.
- Outbound Call Center Management.
- Data mining, data interpretation, provide strategic inputs for Campaign Management and Customer Service drive.
- Generate and publish 100% correct and complete analytics related NAP, HNI, advisor, and sell info stats relevant for Persistency Analytics.
Zone Business Conservation Manager
TATA AIA LIFE INSURANCE CO.
08.2005 - 06.2014
- Zone Persistency & Service Delivery through Zone Operation: 2009 -2014.
- Engaged with business partners and internal stakeholders to align profitability targets across North Zone, coordinating efforts with external customers.
- Overseeing Department delivery on agreed KPI.
- Managed the Outbound Call Center.
- Ensure that the Average Productivity of the CRO Unit is above the set target of 20 lakhs per CRO per month.
- Identified improvement areas to enhance systems and processes, contributing to increased productivity.
- Training & developing Soft Skill scripts to provide customer delight and handle complex calls.
- Resolved customer complaints and inquiries promptly, fostering customer satisfaction and retention.
- Maintained a low attrition rate and motivated a target-oriented tele-calling team.
- Complete ownership of TNA (Training need analysis), JKQ (Job Knowledge & Quality), PIP (Performance improvement plan).
Business Analyst
AMP Sanmar Assurance Co.
08.2004 - 07.2005
- Prepare a comprehensive test plan and test scripts for Policy Administration System / other systems releases and ensure that all new functionality and areas of change are fully tested before implementation.
- Clarified user specifications and communicated requirements to IT for timely delivery.
- Timely delivery of user requirements and interface with IT on a regular basis.
- Issuance of SOPs for various functions & be conversant with the available but nonfunctional capabilities of the system to help in identifying solutions to business requirements using minimum change/effort.
- Managed documentation control for test scripts and versions of standard operating procedures, guidelines, and processes.
- Contributed to various projects to adapt to changing business needs.
Assistant Manager
Max New York Life Insurance Co. Ltd
02.2001 - 07.2004
- Led team in achieving branch operational goals – Branch OPS (New Business) & Renewal Collections.
- Executed renewal collections process and followed up directly with customers on renewals to reduce lapse rates.
- Managed branch administrative functions efficiently & Cash Management.
- Collaborated with unit managers and co-coordinators to ensure timely and accurate operations processing.
- Ensure Quality control on Output and customer interaction points.
- Resolved customer complaints to enhance service satisfaction and policy owner services.
- Interact with HO. Operations to set-up and operationalize the processes, consistent with the standard requirements.
Personal Banking Officer
STANDARD CHARTERED BANK
03.1998 - 01.2001
- Managed Service Desk for auto loan inquiries and resolutions.
- Coordinated communication among collections, sales, and credit agencies to enhance operational efficiency.
- Executed processing of redemption and initial credit documentation to maintain accurate records.
- Coordination with the Central Loan Processing Unit & Managed the Direct Sales Associates.
Education
PG DIP - Public Relation
Bharatiya Vidya Bhavan
01-2000
B.Sc. (H) - Advertising Sales Promotion & Sales Management
Gokhale Memorial Girls' College
01-1998
Skills
- Operations management
- Project management
- Data analysis
- Strategic planning
- Process automation
- Operational innovation
- Quality control
- Budget management
- Vendor management
- Cross-functional collaboration
- Talent development
- Leadership
Certification
- LOMA Certification
- Tech Bridge Academy- Google Cloud Platform certified
- Agentic AI I Beginner
- Tech Bridge Academy- AWS Cloud Practitioner
- Green Belt Certified
Hobbies and Interests
- Music
- Travelling
- Cooking
Timeline
Operating Leader
Genpact Pvt. Ltd
01.2022 - Current
AVP – Revenue Assurance (Third Party Distribution)
Bharti AXA Life Insurance Co.Ltd.
07.2021 - 12.2021
AVP – Surrender Retention & Customer Engagement
CANARA HSBC OBC Life Insurance Co. Ltd.
08.2018 - 04.2021
Senior Manager - Customer Experience
Bajaj Allianz Life Insurance Co. Ltd.
06.2017 - 07.2018
Zone Business Conservation Manager
BHARTI – AXA LIFE INSURANCE CO. Ltd.
06.2014 - 05.2017
Zone Business Conservation Manager
TATA AIA LIFE INSURANCE CO.
08.2005 - 06.2014
Business Analyst
AMP Sanmar Assurance Co.
08.2004 - 07.2005
Assistant Manager
Max New York Life Insurance Co. Ltd
02.2001 - 07.2004
Personal Banking Officer
STANDARD CHARTERED BANK
03.1998 - 01.2001
PG DIP - Public Relation
Bharatiya Vidya Bhavan
B.Sc. (H) - Advertising Sales Promotion & Sales Management
Gokhale Memorial Girls' College