Smita Ramchandra Wadkar
Navi Mumbai
Summary
Dedicated and results-oriented Associate Manager with seven years of progressive experience in branch operations and policy servicing at HDFC Life, and two years of back office policy servicing. Proven expertise in managing branch-level processes, customer service excellence, policy issuance, renewal servicing, compliance handling, team lead and coordination.
Overview
10
10
years of professional experience
Work History
Associate Manager
HDFC Life Insurance Co. Ltd.
Navi Mumbai
06.2018 - Current
- PSO (Principal Support Officer) for branch.
- Managed daily branch operations, including policy servicing, premium collections, endorsements, and customer walk-ins.
- Acted as the primary point of contact for all customer queries, policy updates, and issue resolution.
- Processed requests related to policy alterations, surrender, revival, claims, and fund switches within SLA timelines.
- Handling virtual servicing with BOT video calling.
- Maintained accurate reports on operational metrics, customer feedback, and service quality KPIs.
- Ensured full compliance with IRDAI guidelines, internal audit policies, and documentation standards.
- Coordinated with the sales team to support business retention, renewals, and upselling initiatives.
- Successfully reduced turnaround times for customer requests by identifying and closing process gaps.
- Trained and mentored new joiners on policy servicing protocols and customer handling procedures.
Executive
IDBI Federal Life Insurance Co. Ltd.
Mumbai
12.2016 - 06.2018
- Handling all the non-financial alterations {Processing Part}: Correction in name, owner change, nominee DOB correction/change in nominee/change in nominee relationship, bank account updating, general changes (contact details/address/email ID updating).
- Handling the escalation desk through calls and emails.
- Responding to emails received from customers, branches, and other departments within TAT.
- Handling walk-in customers at the head office.
- Preparing a requirement letter and a rejection letter.
- Dispatched the policy documents when required.
- Handling the nonfinancial inward file on a daily basis.
- Effective coordination with interlinked departments, like underwriting, the customer complaints team, the branch operation team, and the claims team, etc.
- Preparing daily files of productivity and quality work.
- Handling inbound and outbound calls.
- Coordinating with the call center department.
Business Associate-Operations
VERTEX Customer Management India Private Limited
Navi Mumbai
08.2015 - 11.2016
- Handling customer request, queries and complaints, co-ordinate with field team, Business team and escalate the issue for further action related to Reliance Digital TV services.
- Providing solution to complicated problems for ADA and Nodal escalation through e-mail.
- Providing the feedback to the process manager at the end of the day.
- Maintaining relationship, records of the escalation, publishing reports of the field escalation reports to Business.
- Handling ADA and Nodal Escalation through E-mail related to Reliance Digital TV services.
- Sound knowledge of handling the back-end operations and other general administration activities of the organization.
- Excellent interpersonal skills with problem solving, logical thinking and analytical abilities.
Education
B. Com - BBI
Modern College
Vashi06-2014
H.S.C -
ICL College
Vashi06-2011
S.S.C -
SVS School
Navi Mumbai06-2009
Skills
- Branch operations management
- Policy servicing and endorsements
- Customer relationship management
- Audit and compliance adherence
- Claims and surrender processing
- Cross-functional team collaboration
- Customer grievance redressal
- Process improvement
- Team leadership
- Escalation handling
- Operational reporting
Accomplishments
- Employee of the quarter, JFM, HDFC Life Insurance
- Qualified Silver Club Step Up Program in HDFC Life
- Recipient of awards in CSSAT and NPS programs
Personal Information
- Date of Birth: 11/23/93
- Nationality: INDIAN
- Marital Status: MARRIED
Languages
- English
- Hindi
- Marathi
Timeline
Associate Manager
HDFC Life Insurance Co. Ltd.
06.2018 - Current
Executive
IDBI Federal Life Insurance Co. Ltd.
12.2016 - 06.2018
Business Associate-Operations
VERTEX Customer Management India Private Limited
08.2015 - 11.2016
B. Com - BBI
Modern College
H.S.C -
ICL College
S.S.C -
SVS School