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Vidya Tanna
Zonal Operations Head - Bajaj Allianz Life Insurance Co. Ltd
Pune
Summary
Professional Summary
- Leveraging leadership and uncompromising commitment to top-quality performance in Branch Operations and Customer Service delivery to maximize resources, streamline productivity, and increase revenue.
- Offering 22 years of experience. Displayed excellence in overseeing Regional / Zonal Branch operations and ensuring regulatory and process compliance of the State; monitoring performance of branch operations. Driving & Strategizing plan for Persistency for Pan India Branch Operations.
- Demonstrated proficiency in providing guidance and regular updates on operations related topics; ensuring coordination of audits and closure of audit findings within timelines.
- A strategist with recognized proficiency in ascertaining the specific training needs of subordinates and accordingly arranging training programs for improving learning curve towards product presentation.
- Designed comprehensive organizational-level strategy for revenue generation like cross sell for new business through References, retention, client visits, LAP and increasing profitability of the organisation, which got recognized by CEO & got implemented at PAN India branches.
Overview
22
22
years of professional experience
6
6
years of post-secondary education
3
3
Languages
Work History
Zonal Operations Manager
Bajaj Allianz Life Insurance Company Limited
PUNE
01.2022 - Current
- Presently Managing West Zone Branch Operations includes Maharashtra, Gujrat, Goa states.
- On Deputation for 10 months Managed Branch Operations for Madhya Pradesh, Andhra Pradesh and Telangana states.
- Conceptualising strategic and operational plans for the Zone branches; harmonising them with the organization's macro level plans.
- Contributing significantly to the company revenues by effective managing upselling, retention against policy; renewals by achieving targets.
- Monitoring issuance for the zone thereby ensuring efficient coordination between zonal sales and zonal operations team.
- Designing and streamlining processes to ensure smooth functioning of the business operations; creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance amongst team members
- Setting out high-quality standards for various operational functions and processes.
- Ensuring a high-quality customer service experience and satisfactions for the Zone
- Keeping team moral high by driving the projects for process improvement and ensuring maximum operational efficiency
- Conceptualizing & scheduling training & development initiatives for improved productivity, building capability and quality enhancement for the zone.
- Managed and performing zonal audits and ISO Audit for 68 branches across Zone.
- Handling national projects such as ‘Enhanced Branch Experience for Customers’ by applying 5s methodology for customer services area in 509 branches to improve Look and Feel and Customer Waiting Time to be less than 10 minutes by enabling digital kiosk at the Branches and ease in process.
- Encouraging branches across the country for sharing Ideas for improving customer service experiences, shortlisting and Approving best Ideas, guiding teams in preparing for implementation and execution to fostering a better NPS score for the company
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Devised processes to boost long-term business success and increase profit levels.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Developed and maintained relationships with external vendors and suppliers.
- Analyzed and reported on key performance metrics to senior management.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
- Reduced operational risks while organizing data to forecast performance trends.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
State Manager Customer Service & Operations
ICICI Prudential Life Insurance Co. Lts
PUNE
04.2005 - 12.2021
- Managed Rest of Maharashtra and Goa State Branch Operations by conceptualising strategic and operational plans for the States branches.
- Contributed significantly to the company revenues by effective managing upselling, retention against policy; renewals by achieving targets.
- Monitored issuance for the State thereby ensuring efficient coordination between state sales and operations teams.
- Designed and streamlined processes to ensure smooth functioning of the business operations; creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance amongst team members.
- Managed and performing State Branch audits effectively and obtained highest audit rating.
- Partnered with senior staff to develop annual and quarter plans and budgets.
- Coordinated staff development plans to build empowered, confident and knowledgeable team.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Managed and guided staff through daily and special project work.
- Introduced and initiated Upselling Reference model for the state and generated revenue for the company, which was subsequently implemented across the country.
- Created branding “Star employee of the month” in customer service area at the Branch by creating separate branded Desk to serve customer, which has created customer delight and Wow factor.
Team Leader (Customer Care Officer)
ICDS (A Standard Chartered Bank Company)
Pune
10.2003 - 03.2005
- Worked as a Team Leader for Credit Card Collection Team
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Analyzed customer feedback to identify areas for improvement.
- Evaluated interactions between associates and customers to assess personnel performance.
- Built strong relationships with customers through positive attitude and attentive response.
Tele Marketing Executive
HDFC Ltd.
Pune
06.2002 - 10.2003
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Pitched products and services to potential customers, securing new deals and sales opportunities.
- Set up appointments with interested customers according to schedule availability.
- Followed up with customers to confirm satisfaction with purchases and resolve last-minute issues.
- Generated leads and established relationships with potential customers through outbound telephone calls.
- Educated customers on product and service benefits, explaining features and answering questions.
Education
Master Diploma in Business Administrations - Finance And Accounting
IMDR Institute, Pune
Pune 08.2002 - 08.2004
Master of Commerce - Business Administration
St. Mira's Collage, Pune University
Pune 06.2001 - 06.2002
B.Com. -
St. Mira’s College, Pune
Pune 06.1996 - 06.1999
Skills
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Personal Information
Date of Birth: 04/18/79
Accomplishments
- Bagged TATVA Awards fourteen times which is CEO felicitation ceremony for outstanding & excellent initiative taken on Revenue generation & Customer & Employee Engagement.
- Bagged DNA awards 5 times for Best branches, which is ICICI Group Award felicitated by MD CEO Bank.
- Received appreciation from CEO of TATA Interactive Systems for the superb coordination & early closure on the project of the Software Development at ICICI Prudential Life Insurance Company Limited.
- Worked on Several projects for Customer Service & Branch Operations.
- Worked as process leader for tie-up with Bank of India for Renewal Premium Collection.
- State attained best rank in PAN India for profitable branches on consistent basis.
- Qualified International Contest for Achieving Zone Business Targets.
- Received Best Zone Quarterly Awards for consecutive for 3 month.
Software
Timeline
Zonal Operations Manager
Bajaj Allianz Life Insurance Company Limited
01.2022 - Current
State Manager Customer Service & Operations
ICICI Prudential Life Insurance Co. Lts
04.2005 - 12.2021
Team Leader (Customer Care Officer)
ICDS (A Standard Chartered Bank Company)
10.2003 - 03.2005
Master Diploma in Business Administrations - Finance And Accounting
IMDR Institute, Pune
08.2002 - 08.2004
Tele Marketing Executive
HDFC Ltd.
06.2002 - 10.2003
Master of Commerce - Business Administration
St. Mira's Collage, Pune University
06.2001 - 06.2002
B.Com. -
St. Mira’s College, Pune
06.1996 - 06.1999
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