Surendra Babu G
Bangalore
Summary
15+ years of experience with diversified knowledge on Branch Operations, Team Management and customer escalations management with a track record of effectively monitoring performance across geographically dispersed territories. Proficient in leading cross-functional teams to conceptualize process optimization initiatives and boost Quality Assurance levels, in addition to delivering knowledge-based training for Sales and Internal Teams.
Overview
18
18
years of professional experience
Work History
Senior Manager – Branch Service Group
ICICI LOMBARD GIC LTD
AP & KA States
03.2022 - Current
- Developed and implemented strategies to improve operational efficiency, reduce costs, and increase productivity.
- Managed a team of 20+ employees by providing guidance, setting goals and objectives, delegating tasks, and monitoring performance.
- Mentored junior staff in the organization's business processes, customer service standards, and quality assurance protocols.
- Analyzed data from market research surveys to identify trends and develop actionable insights for organizational growth.
- Coordinated with internal departments to ensure successful execution of projects according to timeline and budget constraints.
- Identified areas of improvement within existing operations through process analysis and benchmarking studies.
- Created detailed reports on project progress for senior management review.
- Conducted regular performance appraisals for direct reports to provide feedback on their work performance.
- Regularly evaluated customer satisfaction levels by surveying customer base and analyzing results.
- Developed and led process improvements to optimize operations and reduce costs.
- Worked cross-functionally with Admin, sales and finance departments.
Branch Service Manager
ICICI LOMBARD GIC LTD
Hyderabad,Vijayawada
05.2011 - 03.2022
- Supervised 5 employees being the operations manager of the Branches
- Monitored daily departmental operations, including implementing and maintaining policy conversion procedures, handling branch internal and external audits
- Supervised the Cash, in Hand banking transactions, customer services and building new customer relations
- Review reports of crucial banking transactions and policy issuance transactions
- Evaluate customer feedback, sales team feedback and make recommendations for changes of procedures and operational process
- Review complaints and escalations, monitor operational challenges in policy conventions
- Monitoring and entire workflow management of Banking, Health, Motor, Non - Motor, Travel and Transit Insurance transactions
- Responsibility to convert all the proposals into policies within the specified ‘Turn-Around-Time’ (TAT) intensively engaging with IT, Underwriters, Sales team, Product Head and Quality team
- Cooperating and providing service to the channel-sales Agents, for entire process and information support.
Retail Executive
GATI Ltd
08.2006 - 07.2010
- Established and executed plans for tactical accounts that go beyond expectations in profits maintenance/increase, account profitability, and the customer satisfaction
- Kept high profiles in proficient and the business community
- Expert in a cold-calling, negotiating contract, consultative selling, forming grouping and partnering with others.
- Developed and implemented marketing strategies to increase sales in all retail stores.
- Created promotional campaigns to boost brand awareness, and sales.
- Supervised a team of retail associates to ensure excellent customer service.
- Organized training sessions for Associates on company policies and procedures.
- Planned special events such as Brand awareness campaigns and promotional activities across the location.
Education
MBA -
GITAM University, Visakhapatnam, Andhra Pradesh (India)
06.2006
Bachelor of Science (Mathematics) -
Aacharya nagarjuna University
05.2004
Skills
- Language Skills: Professional level English, Hindi, Kannada and Telugu
- Possess good communication and organizational skills
- Resource Allocation
- Data Analytics
- Documentation And Reporting
- Cross-Functional Communication
- Knowledge of Microsoft Word, Excel and PowerPoint
- Possess excellent presentation and analytical skills
- Operations Management
- Reporting management
Additional Information
- Actively Participated in Caring Hands Activity to provide eye check-up for 200 children’s every Year
- Areas of Interest: Table tennis,Cycling, Watching Movies
Timeline
Senior Manager – Branch Service Group
ICICI LOMBARD GIC LTD
03.2022 - Current
Branch Service Manager
ICICI LOMBARD GIC LTD
05.2011 - 03.2022
Retail Executive
GATI Ltd
08.2006 - 07.2010
MBA -
GITAM University, Visakhapatnam, Andhra Pradesh (India)
Bachelor of Science (Mathematics) -
Aacharya nagarjuna University