SITABHRA RAY CHAUDHURI
Thane
Summary
Accomplished General Manager with over 24 years of experience in operations management, specialising in customer support strategies and process optimisation. Led a Centralised team responsible for Retail Health policy issuance and established efficient retail hub operations, achieving top audit scores consistently.
Overview
1
1
Certification
27
27
years of professional experience
Work History
General Manager - Health HUB Operations
Magma General Insurance Limited
06.2023 - Current
- Managed HUB team addressing customer complaints and requests for retail health cancellation refund processing, ensuring adherence to defined TAT.
- Handled HUB team for retail health cancellation-refund, coordinating with internal customers and channel partners like Policy Bazaar and Eastern Finance Broker.
- Experience in handling HUB team for commercial policy issuance along with Retail
- Experience in handling HUB team for policy issuance and cancellation-refund of the proposals / policies sourced through Captive business and functioned as the one-point contact person for operation process
- Experience in handling HUB team for policy issuance and cancellation-refund for the proposals / policies sourced through Paschim Banga Garmin Bank (PBGB)
- Experience in handling the HUB team to perform UAT in system as per the BRD and shared observations / sign off accordingly for production movement.
- Experience in handling the cases received through Customer Request Management and Grievance Cell
- Experience in handling the team for issuance of Risk Held Letter at HO level.
- Experience in handling the team for record management at HO level.
- Experience in handling HO Manual Cover note cell along with the Central Operation team for proper implementation of the and Process of Cheque Bounce MIS Publication
- Coordinated audits to ensure compliance and timely resolution of queries. and timely resolution of audit queries for Statutory, External (E&Y), Regulatory (IRDAI) and Internal audit.
- Interacted directly with customers on NPS detractor cases to identify pain points and develop solutions for resolution.
- Distinction of receiving Spotlight Certificate Hub Ka Ustad under the Reward & Recognition program for Q2 FY 2021-2022.
- Distinction of receiving appreciation for setting up service standards for retail health products
- Distinction of receiving 5 years' service awards a memento signed by MD/CEO
- Distinction of receiving 10 years long service awards a memento signed by MD/CEO
- Certified for Lead Managerial Capability Development Program for FY 2024-2025 from Learnpro UpGrad
Operations Manager (Regional Office)
ICICI Lombard G.I.C. Ltd.
Kolkata
10.2005 - 07.2013
- Managed operations for issuance of tariff policies, non-tariff policies, and co-insurance for corporate customers, including bancassurance and retail team policy corrections, enhancement of sum insured, and maintenance of cash deposit accounts.
- Oversaw issuance of marine certificates online and non-motor products for corporate solutions, channel management, and bancassurance teams in Eastern region.
- Supervised issuance of manual cover notes and resolved related issues, ensuring compliance and accuracy.
- Mapped and reconciled manual cover notes for the entire Eastern region.
- Served as Regional Coordinator for the entire Eastern location during the transition of Fire Policy Transaction to a new software application called Pathfinder.
- Conducted training for all the sales and operations personnel about the system as well as transaction process.
- Formed part of FIRE - Pathfinder Team and visited the branches in Delhi, Lucknow to provide training to all the concerned persons.
Branch Operation Manager, Jharkhand & Bihar
ICICI Lombard G.I.C. Ltd.
09.2003 - 10.2005
- Served as primary contact for retail, bancassurance, and corporate business in Jharkhand and Bihar, strengthening client relationships and support.
- Managed policy issuance, first level underwriting, and account management for both branches, ensuring compliance and operational efficiency.
- Oversaw administration and served as main liaison for Central Office, facilitating communication and coordination.
Client Support Personal
RS Software
Kolkata
01.2000 - 09.2003
- Monitored operations via email and phone to ensure client satisfaction.
- Collected client queries and coordinated resolutions with relevant personnel.
- Led team of five to successfully meet project milestones and deliverables.
- Contributed to a team of software developers that created software for computerising customer support operations as part of an in-house project.
Education
Higher Diploma - Software Engineering
Aptech
Kolkata01-1999
Political Science Hons. -
Calcutta University
Skills
- Operations management
- Budget management
- Regulatory compliance
- Strategic planning
- Performance monitoring
- Customer relationship management
- Data analysis
Certification
Lead Managerial Capability Development Program, Learnpro UpGrad, 2024-2025
Languages Known
English
Hindi
Bengali
Timeline
General Manager - Health HUB Operations
Magma General Insurance Limited
06.2023 - Current
Operations Manager (Regional Office)
ICICI Lombard G.I.C. Ltd.
10.2005 - 07.2013
Branch Operation Manager, Jharkhand & Bihar
ICICI Lombard G.I.C. Ltd.
09.2003 - 10.2005
Client Support Personal
RS Software
01.2000 - 09.2003
Higher Diploma - Software Engineering
Aptech
Political Science Hons. -
Calcutta University