Suman Banerjee
Barrackpore,WB
Summary
Senior Sales Operations and Relationship Management Professional with a successful career spanning 25+ years with prestigious multinationals like Nearby Technologies Pvt. Ltd. DLF Pramerica Life Insurance Co. Ltd. Tata AIG Life Insurance Co. Ltd. & Reliance Nippon Life Insurance Co. Ltd and various other organizations such as Piravom Funds Ltd., Pancard Clubs Ltd., GTFS Multi Services Ltd., Reliable Express Pvt. Ltd. and L.N. Todi & Company. Possessing cross functional experience entailing last 15 years in managing branch operations including client servicing, general administrations, quality assurance, customer retention, service metrics, in house Sales & Marketing and Team management (Recruitment/Training) in Insurance and Finance Sector. Presently assigned with Nearby Technologies Pvt. Ltd. as a CMS Engagement Lead Experience entails managing relationships, driving sales, after-sales service, supervision of processes and operations, imparting training, team management, processing of proposal forms, handling legal and HR compliance, attending customer queries, preparing MIS reports, monitoring branch operations and marketing activities, and conducting market reviews. Track record of being a very good relationship maker who can handle pressure, can display enormous dedication in work, and can perform multiple works at a time with a cool head, even under enormous pressure. Qualifications include MBA in Marketing & HR (pursuing) and Bachelor of Commerce (Honors).
Overview
30
30
years of professional experience
4
4
Language
Work History
CMS Engagement Lead
Nearby Technologies Pvt. Ltd.
01.2025 - Current
- Promoted to Enterprise Sales vertical as CMS Engagement Lead (Pan India)
- Responsibilities:
- Report to CBO (Chief Business Officer), handling a direct team of 8 Area Sales Managers and indirect 9 Virtual Relationship Managers driving and managing CMS (Cash management Service) to 160+ clients.
- Responsible for selling B2B client acquisition for Insurance and CASA services.
- New CMS clients acquisition along with PG (Payment Gateway) services & Digital Plugins is a core activity.
- Responsible for month-on-month growth in CMS collection GTV and focus on collection increment of growth clients especially.
- Visiting Key clients SPOC in different sales to maintain a healthy relationship and ensuring the issues faced are addressed within the defined TAT.
- Responsible for periodical training of team members to make them up to date, review their performance and recruitment of new team members.
- Acting a bridge between two teams, Retail Sales and Enterprise Sales by visiting Circle Heads and Business Directors in different zones, join field visit to address the ground level bottlenecks.
State Head
Nearby Technologies Pvt. Ltd.
07.2019 - 12.2024
- Responsibilities:
- Report to Business Director and handle West Bengal State handling a team of 29 Business Growth Managers and 3 Area Sales Managers and their team of 447 Super Distributors.
- Manage liaison with direct and indirect team members for business growth through acquisition of new Distributors and Retail points & revenue generation.
- Responsible for new acquisition of Super Distributors, train them how to build their team and also responsible for giving training about products & services.
- Develop attitude & train field force with relation to activity plans for organizational commitment that generates a healthy work culture for smooth functioning of processes to ensure effective sales operations.
- Chase the given sales target for YTD in regards to new acquisition of Super Distributors and business generation.
- Supervise processes & operations efficiently and impart proper training to Distributors & Retailers.
- Handle team and help them to build up a successful career.
- Accomplishments:
- Achieved more than 100% of New Acquisition every year with a retention persistency of 97%
- Accomplished the position one of the top 5 performers in PAN India
- Became the 3rd top performing Manager of PAN India during the last financial year
- Qualified for R&R and conventions
- Met over 100% sales target in every quarter right from joining
- Achieved highest incentive target four times within a financial year
- Nominated as Insurance Trainer for the West Bengal State
Chief Agency Development Manager
Reliance Nippon Life Insurance Co. Ltd.
06.2018 - 04.2019
- Responsibilities:
- Report to Master Agency Development Manager and handle entire Burdwan east district consisting of a team of 3 Senior Agency Development Managers& their team consisting Agency Development Managers & Advisors and 6 Trainee Agency Development Managers.
- Manage liaison with direct and indirect team members for business growth through premium collection & revenue generation.
- Develop attitude & train field force with relation to activity plans for organizational commitment that generates a healthy work culture for smooth functioning of processes to ensure effective sales operations.
- Build healthy relationship amongst advisors of direct & in-direct team and generate awareness about insurance in rural areas.
- Provide series of customer services including sourcing, dispatch of policy bonds and after- sales service to customers.
- Chase the given sales target for YTD and the Renewal collection target.
- Supervise processes & operations efficiently and impart proper training to advisors & associates.
- Handle team and help them to build up a successful career.
- Accomplishments:
- Achieved 181% of AFYP target for the year 2018-19 with a renewal persistency of 95%
- Accomplished the position one of the top 5 performers in PAN India
- Became the 3rd top performing branch of PAN India during the last financial year
- Qualified for R&R and foreign conventions
- Met over 100% sales target in every quarter right from joining
- Achieved highest incentive target twice within a financial year
Freelancer Entrepreneurship
Ahem Services India, Kolkata
09.2013 - 05.2018
- Area of Work:
- Outsourcing various Govt. projects under Digital India concept like NSDL & UTI Pan centre, Permanent Aadhaar Centre, Common Service Centre Customer Service Point of various Banks etc. Manpower supply to various Nationalized Banks like SBI, Sikkar Vysya Bank, Allahabad Bank, Federal Bank for making Aadhaar Enrollment under UIDAI project.
- Performing digitalization (scanning various registers, building plan & making META DATA entry and uploading the images in server) in two Municipalities in West Bengal state.
- Develop school and factory automation software and marketing & demonstration in various schools & factories.
Senior Accounts Relationship Manager
DLF Pramerica Life Insurance Co. Ltd., Kolkata
09.2011 - 07.2013
- Responsibilities:
- Report to Associate Regional Head and handle a cluster of 34 branches of a particular corporate in the east consisting of a team of 3 Senior Territory Managers and 6 RSEs.
- Manage liaison with channel partners, brokers and corporate agencies for business growth through premium collection & revenue generation.
- Develop attitude & train field force with relation to activity plans for organizational commitment that generates a healthy work culture for smooth functioning of processes to ensure effective sales operations.
- Build healthy relationship amongst field workers of channel partners and generate awareness about insurance in rural areas.
- Provide series of customer services including sourcing, dispatch of policy bonds and after- sales service to customers.
- Chase the given sales target for YTD and the Renewal collection target.
- Supervise processes& operations efficiently and impart proper training to members & associates of channel partners
- Handle team and help them to build up a successful career.
- Accomplishments:
- Achieved 181% of AFYP target for the year 2012 with a renewal persistency of 79%
- Accomplished the position one of the top 5 performers in PAN India
- Became the 3rd top performing region of PAN India during the last financial year
- Qualified for R&R and foreign conventions (Attended foreign tour three out of four times)
- Met over 100% sales target twice within a financial year
- Achieved highest incentive target twice within a financial year
Branch Operations Manager
Tata-AIG Life Insurance Co. Ltd., Nagaon (Assam)
11.2007 - 08.2011
- Responsibilities:
- Reported to Cluster Operations Manager and handled 6 juniors.
- Processed proposal forms submitted ensured their smooth issuance.
- Attended to customer queries & complaints and resolved those under the provisions of specified TAT.
- Prepared periodic MIS reports and presented them to supervisor whenever required.
- Supervised attached third party partners, and managed and reviewed team performances periodically.
- Ensured persistency in branch operations and handled Legal & HR Compliance.
- Monitored Operations, Facilities and Administration activities that facilitate Agency Sales, Alternate Channel and training departments through a professional work culture.
- Maintained various trackers for issuance of updates and pending requirements from Financial and Medical Underwriting teams between spokes branches HUB and H.O.
- Monitored solution of external and internal clients’ queries within the minimum TAT possible.
- Ensured Quality compliances as laid down by IRDA for the purpose of audits.
- Monitored the Tele-calling process for various customer service related issues.
- Attended to reports made by Branch Cashier, CSO, BOE and Facility.
- Maintained persistency percentage for branch through collection of renewal premiums by making calls/visits to customers following the guidelines designed by organization.
- Key Result Areas:
- 1. Legal and HR Compliance:
- Maintained statutory compliance for all labor laws & local statutory requirements through coordination with Zonal HR.
- Ensured tactful dealings and solutions of all legal complaints & issues at the local level, Implemented Compliance feedback of other branches.
- Submitted quarterly HR compliance report with respect to branch Statutory and HR compliance parameters, AML implementation across functions with NIL deviation.
- 2. Issuance and submission:
- Monitored new business acceptances/rejections and forwarded them to respective Zones, coordinated to resolve pending sales.
- Monitored cashier on premium acceptances, petty cash and branch related issues and ensured that cash & cheques received at the branch are handed over for deposit under his supervision &as per the SOP.
- Reconciled banking activities before closure of business hours, ensured proper management of cash in safe, safe key management, transit insurance, etc.
- Undertook verification and signing off of daily reports, receipts and banking activities including CSO log, CSO reject data, Physical verification of TR’s, Audit Trail reports, etc.
- Coordinated with zone F&A for resolving upload rejects; ensured solution of issues related to un-cleared cheques & cheque bounces with concerned banks.
- Conducted periodic structured meeting with Sales to develop a common working platform and idea sharing.
- 3. Customer queries and complaints:
- Monitored customer queries and document management activities provided by branches and routed it to the concerned functional departments.
- Monitored branches with relation to undelivered documents/refund cheques and handled HNI cases and CRM related activities at Branch Level.
- Provided answers to non-routine queries that are not resolved by the front desk and prepared complaint information sheet in the specified format.
- Maintained trackers to ensure that complaints are resolved within the specified TAT.
- 4. Review and monitor:
- Undertook third party irregularities assessment, e.g., UHC, Vendors and resolved their cases or took action accordingly.
- Paid periodic surprise visits to empanelled doctors ensure absence of irregularities, physically verified number of postage stamps/stamp papers & reviewed vendor management SOP.
- Prepared budget for printing & stationery requirements and conducted inventory management of the same, coordinated with TPA’s to ensure smooth home visits & center visits.
- Followed up with F&A and facilitated for timely Vendor payments as per SLA.
- 5. SOP compliance:
- Conducted cross functional audit of SOP, periodic reviews of the SOP &rectified any deviations.
- Undertook self audit of MISO wherever applicable &made periodic visits to these offices to ensure adherence to SOP.
- Ensured adherence to SOP by all staff and imparted SOP training in case of any amendments.
- 6. MIS & Reporting:
- Coordinated with Branch and HO for MIS of new business, prepared and analyzed various daily reports and forwarded the same to Operations and Channel partners.
- Conducted feedback and follow-up review for new business.
- 7. Performance review and monitor:
- Maintained persistency at branch level by data tracking & daily collections monitoring, imparting training to the operations team, and tracking orphan cases.
- Organized monthly meetings with branch team for reviewing branch performance.
- 8. Team Management:
- Supervised and controlled operations support that was provided to 2 seed locations from mother branch.
- Provided supports on daily basis through outsourced staff posted at seed locations, maintained SLA Process, critical/important requests of internal/external customers from mother branch to avoid process delays.
- Monitored cash/cheque collection daily and lodged the same within time to avoid probable financial losses.
Assistant Branch Manager
Pancard Clubs Ltd., Bongaigaon (Assam)
08.2006 - 11.2007
- Responsibilities:
- Reported to Area Head and managed 5 employees.
- Monitored branch operations and daily activities.
- Managed marketing activities efficiently conducted at market level.
- Conducted market reviews and collection of data about competitors to develop proper short term marketing plan.
- Provided Customer service & handled team management.
- Pancard Clubs Ltd. is a division of Panoramic Group of Companies dealing in Hospitality Industries in India as well as abroad with its H.O. at Mumbai and over 60 branches across India having a lead generating strength over Rs.7lacs.
- Key Result Areas:
- 1. Branch Operations:
- Managed entire branch operations and ensured top & bottom line profitability, cost effectiveness and attaining business objectives.
- Identified, recruited and managed agent operations.
- Defined sales/business development strategies for increasing business turnover.
- Managed administrative activities and provided back end support to the management.
- 2. Marketing Operations:
- Managed marketing operations and stood accountable for increasing business growth.
- Undertook initiatives to attain business goals &motivated the frontline team into achieving them.
- Conducted detailed market study for analyzing the latest trends and tracking competitor activities and providing valuable inputs for adjusting selling and marketing strategies.
- Forecasted demand and managed inventory pipeline thus ensuring ready availability of products with conformance to market demands.
- 3. Clients Servicing:
- Mapped clients’ requirements and provided effective advisory services to ensure maximum customer satisfaction.
- Tracked customer service operations for rending and achieving quality services.
- Resolved customer complaints on performance bottlenecks.
- Provided value added customer services by attending customer queries and issues.
- Monitored post services activities viz. follow up with customers, services reminders and handling customer grievances for superior service.
- 4. Team Management:
- Recruited, led, trained& monitored performances of team members to increase efficiency in sales operations and reached individual & group targets.
- Conducted meetings & individual counseling for the purpose of laying down sales objectives and streamlining processes to ensure smooth functioning of sales operations.
Branch Manager
GTFS Multi Services Ltd., Varanasi (UP)
08.2001 - 07.2006
- Responsibilities:
- Reported to Regional Head and handled 4 employees.
- Handled branch operations in an active and sincere manner, recruited agents for field work.
- Prepared MIS reports and presented them to supervisor, maintained good relationship with field associates and team management.
- GTFS Multi Services Ltd. is a corporate agent in the field of insurance possessing a lead generating strength of over Rs.21lacs with its H.O. at Kolkata and over 145 branch offices all over India.
- Accomplishments:
- Acquired the distinction of joining GTFS Multi Services Ltd. as an Operational Executive and got promoted to the position of Branch Manager within a span of 9 months.
- Received merit award for maintaining good persistency of policy renewal deposits and recruitment of agents for 2 consecutive years.
- Successfully met branch targets every month.
Accounts Officer
Reliable Express Pvt. Ltd.
04.1999 - 07.2001
Asst. Accountant
L.N.Todi & Company
04.1996 - 02.1999
Education
MBA - Marketing & HR
Academy of Business Management Studies
Bachelor of Commerce - Accounts Honors
Calcutta University
01.1995
Higher Secondary - Commerce
Bagnan College/Panitras High School
01.1992
Secondary - Madhyamik
Panitras High School
01.1990
Skills
Friendly, positive attitude
Interests
Internet surfing, Listen music, Playing outdoor games
Languages
English
Advanced (C1)
Hindi
Advanced (C1)
Bengali
Advanced (C1)
Asamees
Intermediate (B1)
Areas Of Expertise
Knowledge of Insurance Operations &Sales ~ Knowledge of Multi Level Marketing ~ Excellent team manager and team player ~ Analytical abilities ~ Excellent relationship management skills ~ Proficiency dealing with in internal & external clients ~ Wide experience in exploring and developing new markets ~ Accelerating growth & achieving desired goals ~ Proficient at analyzing market trends to provide critical inputs for business developments initiatives and selling and marketing strategies formulations ~ Keen planner and strategist with proven track records of consistent contribution in organizational growth ~ Abilities in harmonious managing of day to day tasks consisting of Sales, Operations, Administration, Facilities Management in line with Industry Best Practices ~ Demonstrated abilities in addressing operational issues, resolving performance bottlenecks and achieving desired objectives
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
CMS Engagement Lead
Nearby Technologies Pvt. Ltd.
01.2025 - Current
State Head
Nearby Technologies Pvt. Ltd.
07.2019 - 12.2024
Chief Agency Development Manager
Reliance Nippon Life Insurance Co. Ltd.
06.2018 - 04.2019
Freelancer Entrepreneurship
Ahem Services India, Kolkata
09.2013 - 05.2018
Senior Accounts Relationship Manager
DLF Pramerica Life Insurance Co. Ltd., Kolkata
09.2011 - 07.2013
Branch Operations Manager
Tata-AIG Life Insurance Co. Ltd., Nagaon (Assam)
11.2007 - 08.2011
Assistant Branch Manager
Pancard Clubs Ltd., Bongaigaon (Assam)
08.2006 - 11.2007
Branch Manager
GTFS Multi Services Ltd., Varanasi (UP)
08.2001 - 07.2006
Accounts Officer
Reliable Express Pvt. Ltd.
04.1999 - 07.2001
Asst. Accountant
L.N.Todi & Company
04.1996 - 02.1999
Bachelor of Commerce - Accounts Honors
Calcutta University
Higher Secondary - Commerce
Bagnan College/Panitras High School
Secondary - Madhyamik
Panitras High School
MBA - Marketing & HR
Academy of Business Management Studies