Utpal Singh

Founded WellFY, a medical value travel company. I was responsible for the overall growth of the business.

The West zone contributed 30-35% of ABHI business,this volume was being managed by 26 energetic team members placed across 22 branches.

• Managed overall NB and Retention performance of the Zone.
• Ensured Branches functions as per defined process and compliance guidelines.
• Provided functional and operational support to stakeholders like agency, banca, broca, direct, and digital.
• Ensured deliverables and after-sales services are met as per TAT.
• Coached team members towards higher performance levels
• Revenue generation through activation of inactive agents.
• Ownership to cater to Top Club advisors.

Oversaw the smooth functioning of Commercial Line Operations of Mumbai Zone.

• Ensured Branch & Hub Operations work in sync to achieve NB processing. I was leading a team of 20 enthusiastic individuals to meet the daily deliverables.
• Ensured operational goal is accomplished as per management directives.
• Monitored execution of branch functions according to SOP guidelines.
• Maintained a turnaround time of 2 days for HUB processes
• Responsible to oversee deliverables are processed within TAT.
• Keep team motivated to deliver a high level of service excellence.
• One point of contact between Corporate Office and Mumbai Zone for commercial line concerns.
• Oversee adherence to compliance and financial controls with zero tolerance policy

I managed the operations of 16 branches of the Mumbai Region with a team size of 28 people.

• Ensured smooth handling of everyday operations
• Maintained high levels of operational performance in all branches
• Extend cashless and reimbursement support to advisors.
• Assured adherence to TAT by closely tracking case progress each day
• Ensured compliance and financial controls are met as per SLA.
• Partner Servicing & Empanelment support.
• SPOC for Escalations and Grievances resolution for the region.

Oversaw Zonal Operations, Distribution Operations and Grievance Team out of the Corporate Office. Supported improvement of departmental processes and branch activities.

• SPOC for Central Zone for Operations and Sales Support activities.
• Strategic Analysis for Banca Sales Penetration.
• Managed the Grievance Team.
• One point of contact for higher management escalations, BOI, and UBI escalations, and IRDA escalations.
• Ensured end-to-end customer grievance resolution as per IRDA TAT.
• Investigation and Decision on customer complaints.
• Ensured tagging of complaints from all touch points.
• RCA to improve resolution TAT and quality.

Oversaw daily operations for the Policy Servicing team comproses of 25 members whcih supported 500+branches.Also managed the Zonal Customer Service and Branch Operations and Renewal Retention.

Policy Servicing, HO,04/2010-12/2012

• One point of contact for policy servicing, second-level escalations.
• Ensured all servicing requests, i.e., Policy Revival, Premium & Non-Premium Corrections, Surrender, Withdrawal, happen within TAT.
• Designated to lead the Process Improvement initiative of the Policy Servicing Team. Launched a servicing tool (BWC) to gauge BALIC service TAT.
• Brought mechanism for process controls through reports and audits.
• Ensured to meet Internal, External, and Regulatory audit compliance. Root Cause Analysis for servicing deficiencies.
• Monitoring of daily performances through operational reports.
• Implemented additional cross-selling responsibilities, generating 0.5 Cr revenue

Zonal Customer Care Manager, HO,07/2009-03/2010

• Measured service gaps at BALIC and BAGIC branches in the Central Zone
• Online Customer Portal Management. Welcome calling, Undelivered policy calling, Customer Service, Educational Campaign.
• Conducted audits and unannounced inspections to enhance customer service efficiency within the zone.

Branch Operations, Agra, 06/2005 - 06/2009

• New Business Processing, Underwriting & Policy Issuance, Policy Servicing, and Customer Service.
• Branch Renewal Collection.
• Policy Revival and Claim Registration Deficiencies.
• Monitoring team members' daily performances through operational reports.
• Took additional responsibility of cross-selling and procured business of 0.5 Cr in FY10-11.

• Achieve monthly sales target of TATA Walky through in Open Market sales