Shweta Bahukhandi
Thane
Summary
Results-driven Persistency Operations Manager with 10+ years of experience across Banking and Life Insurance sectors. Proven track record in improving policy renewals, customer retention, and NPS through strategic channel engagement and process optimization. Skilled in managing persistency buckets, internal audits, and leveraging banking expertise to drive Autopay registration and premium presentment, enhancing collection efficiency and reducing lapses.
Overview
10
10
years of professional experience
Work History
Manager
Edelweiss Tokio Life Insurance - Head Office
02.2024 - Current
- End-to-end persistency management process across all major distribution channels including agency, bancassurance, and digital, resulting in a sustained increase in policy renewal rates.
- Monitor persistency performance across key lifecycle buckets (13th, 25th, 37th, 49th months), identify downward trends, and implement corrective action plans in collaboration with sales leadership.
- Conduct periodic internal audits of customer and agent communications to ensure alignment with compliance standards, brand guidelines, and customer-centric practices.
- Leverage Net Promoter Score (NPS) data to evaluate customer sentiment, identify areas of dissatisfaction, and formulate actionable recommendations for service enhancement.
- Design and implement channel-specific persistency drives, incentive programs, and awareness campaigns to boost retention and reinforce distributor engagement.
- Identify and address operational gaps by conducting thorough root cause analyses, leading to the refinement of renewal workflows and a measurable reduction in lapsation rates.
- Develop dashboards and performance reports to track persistency metrics, audit outcomes, and campaign effectiveness, supporting data-driven strategic planning.
- Enhance the effectiveness of renewal communications through standardized templates and messaging aligned with customer lifecycle and behavioral insights. Timely action on auto debit registration processes including NACH, ENACH, SI, Direct Debit, and both physical & digital mandates.
- Ensure adherence to all new IRDA guidelines, implementing necessary process updates.
- Coordinate with local branch operations and sales teams to resolve issues related to registration failures and technical bounces.
- Publish monthly MIS reports tracking mandates received vs. registered, highlighting reasons for mandate rejections and presenting insights to stakeholders.
- Ensure 100% successful registration and due date movement for online/offline receipts, closely tracking progress from initiation to completion.
- Ensure NACH presentations are error-free on the draw date, with detailed status tracking for all presented cases.
- Track and publish MIS reports for bounce cases, sharing updates with stakeholders for timely resolution.
- Sending reminder communications, receipt generation, and bounce notifications to customers.
Deputy Manager
HDFC Bank Limited
08.2019 - 10.2023
- Facilitate ACH Mandate registrations for Retail Asset Loans, ensuring seamless EMI deductions from customers' accounts via both physical and digital modes.
- Prepare and maintain MIS reports to track process performance and support decision-making.
- Drive automation initiatives to digitize manual processes, improving operational efficiency and accuracy.
- Conduct User Acceptance Testing (UAT) for new automation tools to ensure smooth integration.
- Create concept notes for new automation processes, guiding teams through changes and improvements.
- Manage monthly processing of vendor invoices and resolve related queries.
- Develop and deliver process rollouts and training materials for sales teams on updates and changes.
- Design platforms to retrieve customer data and send e-mandate links, improving registration efficiency.
- Liaise with CCU, CMS, and IT teams to resolve operational issues and enhance customer satisfaction.
- Oversee the update of e-mandate application statuses and IMPS verification with different banking details.
- Private sector bank providing a wide range of financial services.
Operations Manager
Imperative Business Venture
03.2018 - 07.2019
- Company Overview: Company specializing in financial services and loan management.
- Lead and manage a team of 40 executives handling secured and unsecured loans, ensuring timely processing and accuracy.
- Oversee end-to-end loan file processing for LAP, BIL, CD, and Personal Loans, including KYC verification, login, CAM preparation, and disbursement.
- Resolve CPA Dashboard errors within TAT and ensure timely completion of loan files without missing FTS.
- Address queries from sales coordinators and executives regarding fresh and on-hold files, ensuring smooth operations.
- Train the team on new processes and deviations, ensuring they stay updated on procedural changes.
- Regularly analyze client feedback in collaboration with the product team to enhance service delivery.
- Work closely with CFL managers to implement process changes and ensure compliance across teams.
- Ensure the team maintains productivity, meeting targets and achieving high performance within TAT.
- Company specializing in financial services and loan management.
Account Assistant
Re10 India Consultants Pvt Ltd
10.2015 - 10.2017
- Company Overview: Consultancy firm specializing in insolvency and legal documentation.
- Review and manage legal documentation, ensuring compliance with relevant laws and regulations.
- Utilize Microsoft Office (Excel, Word) and Insolvency Software for document management and insolvency-related tasks.
- Instruct vendors regarding client payments and ensure timely processing.
- Communicate and coordinate with foreign clients, addressing their queries and ensuring smooth interactions.
- Distribute claims to creditors in accordance with insolvency processes and regulations.
- Review and ensure accuracy and completeness of documentation related to insolvency cases.
- Attend to and resolve business-related queries via email, ensuring prompt responses.
- Assist auditors during audits by providing necessary documentation and explanations.
- Consultancy firm specializing in insolvency and legal documentation.
Education
MBA - Finance
Parul Institute of Management G Research
01.2015
BBA-ITM - undefined
CP Patel G FH Shah Commerce College
Anand, Gujarat01.2013
12TH - Commerce (HSC)
Gujarat Public School
01.2010
Skills
- Persistency Management & Strategy
- Autopay Registration
- Internal Audit & Compliance
- NPS tracking & analysis
- Communication & Negotiation
- Vendor Management
- Automation & UAT testing
- Retention Strategy Development
- Data analysis & Reporting
Accomplishments
Awarded First position in Retails Asset Loans, 2021, For creating a digital platform to register e-mandate.
Passions
- Enjoys travelling
- Listening to music
- Swimming for relaxation and personal growth
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Timeline
Manager
Edelweiss Tokio Life Insurance - Head Office
02.2024 - Current
Deputy Manager
HDFC Bank Limited
08.2019 - 10.2023
Operations Manager
Imperative Business Venture
03.2018 - 07.2019
Account Assistant
Re10 India Consultants Pvt Ltd
10.2015 - 10.2017
BBA-ITM - undefined
CP Patel G FH Shah Commerce College
12TH - Commerce (HSC)
Gujarat Public School
MBA - Finance
Parul Institute of Management G Research
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