Vinod Verma
Mumbai
Summary
Ofering abilities in operational management and team leadership, driving eciency and protability through strategic planning and execution. Skilled in business development and relationship management, ensuring compliance and enhancing customer satisfaction. Efective communicator with strong problem-solving skills, adept at managing multiple tasks and fostering professional growth.
Overview
18
18
years of professional experience
1
1
Certification
Work History
AVP
Policy Bazaar
Mumbai
03.2024 - Current
- Successfully managed a health & life business with 400-500 seats, overseeing operations and ensuring optimal service delivery to enhance patient satisfaction and retention.
- Directed monthly business operations generating ₹50-52 crore, implementing strategies to optimize costs and increase profitability.
- Led a team of 5 center managers, fostering a collaborative environment that encouraged professional development and improved team performance.
- Developed and executed operational strategies that streamlined processes across multiple centers, resulting in improved efficiency and service quality.
- Established key performance indicators (KPIs) to monitor business performance, driving data-driven decisions that enhanced overall operational effectiveness.
- Preparing the weekly and monthly PPT for the process.
- Reviews analysis of performance including quality calls, business process and productivity and makes the appropriate changes in strategies, business goals, and objectives responding to status and conditions.
- Ensures efficient and economical performance in accordance with business budgets, year-end business goals and objectives.
- Ensures team receive the regular mentoring, sales training, and updates, including regular product, compliance training.
- Conducted regular meetings with stakeholders and senior leadership team to review operational performance and discuss potential solutions.
- Analyzed data to identify trends in order to develop action plans for improvement.
- Implemented best practices across all levels of the organization while ensuring compliance with applicable regulations.
- Developed and implemented strategies to ensure operational efficiency and cost reduction across the organization.
AVP - UNIT MANAGER
YES BANK LTD.
12.2021 - 03.2024
- Responsible for team handling and managing Tele-Sales channel, through YES BANK with Three Team managers and 49 Authorised Verifier.
- Handling Insurance, YSL, CASA & CC with an average business plan of 1.20 Cr.
- Ensure AV's handle calls and Inform customers about all products in the company, their uses, and benefits, take details from customers and confirm the sale, ensure that they are successfully complete the documents.
- Follow up sales delivery to customers and inquire about their user experience of policy purchased, making use of their satisfaction.
- Interact closely with team members in the course of work to ensure that everyone is carried along and updated on work progress to achieve maximum results.
- Create good relationship with team members and motivate them to put in their best to work to achieve maximum results.
- Evaluate Business Plan periodically to make fill-up the gaps in business and ensure that sales number to be achieved within the timeline.
- Coach team members on the best ways to carry out their role ad responsibilities by transferring expert knowledge to them to boost their skills.
- Participates, initiate, and arrange in the implementation of branch and company contests, rewards and recognition initiatives and sales promotion strategies.
- Provides regular feedback on an ongoing basis and fortnightly/monthly feedback in the performance evaluation process to identify and develop talent.
- Reviews analysis of performance including quality calls, business process and productivity and makes the appropriate changes in strategies, business goals, and objectives responding to status and conditions.
- Ensures efficient and economical performance in accordance with business budgets, year-end business goals and objectives.
- Ensures team receive the regular mentoring, sales training, and updates, including regular product, compliance training.
- Guiding and helping Customers to solve their proposal pending documents, policy issuance, medicals, and other service-related issues.
- Excelled at gathering feedback and requirements and communication needed for services, high-quality service on-time.
- MIS to all stakeholders in bank with respect to analytic on Product Portfolio of business sourced, business hygiene and Drives and Contests launched.
- Formulating strategy for local DTP, designing, implementing, and monitoring the local drives and contest for Tele callers and Bank Supervisor team.
SENIOR MANAGER
AXIS BANK. LTD.
01.2021 - 12.2021
- Managing outbound contact center for Welcome calling.
- Hiring the best employees, provide thorough onboarding process, prioritizing employee engagement, communicate regularly with employees.
- Data analysis and accordingly make decision to enhance our business effectively.
- Establishing positive incentives for Good Work, RNR also organize to motivate the Digital Officer on weekly basis.
- Taking Morning huddle to motivate and also encourage them about last day achievement.
- Listening Call recording, call monitoring, Barging, doing skill based routing and simultaneously giving feedback to employees.
- Coordination with Training, Quality team to enhance sales skills of Dos.
- Giving Feedback regarding target on daily basis.
- Consistently met and exceeded company goals.
- Executed productivity benchmarks across departments to maximize company revenue.
MANAGER - BUSINESS DEVELOPMENT AND SALES
BHARTI AXA GIC LTD.
12.2018 - 12.2020
- Handling relationship with HDFC BANK.
- Retaining the current business and develop new business through cross sell drive targeted business numbers from Telecalling team.
- Monitoring, reporting and driving key KPIs of Call center.
- Monitoring and driving critical measurement parameters of the channel (call productivity, call flow, cross-sell products, complaints etc).
- Oversee Process adherence in calling and develop strong audit checks on calling.
- Customer escalation management (Coordination with HO team as well as corporate team to close customer escalation in TAT).
- Overseeing the entire business operations including revenue generation, attrition management, collection operations, budgets, business forecasting and regional strategy.
- Vendor workstations billing calculation, bill cross checking to maintain the billing of given workstation as per the company's requirement.
- Responsible for conducting training for the new joiners in the team.
- Responsible for MIS reports - daily, weekly & monthly also conducting weekly/monthly/quarterly meetings with call center team to ensure smooth running of the business.
MANAGER
HDFC ERGO GIC LTD.
09.2017 - 12.2018
- Handling relationship with web aggregator and online brokers.
- Establish online process for web aggregator / online brokers.
- Coordinate with internal IT team for successful integration of online partners.
- Discuss new initiatives and processes with the partners and manage implementation of the same.
- Handling online health new business team.
- Campaign and Website leads monitoring and Data analyses.
- Drive business with campaign wise conversions.
- Conducting weekly review with AM's and Team leaders.
- Monitoring the overall functioning of processes, identifying improvement areas.
- Ensuring that the Policies are issued on time through online.
- Adherence the Compliance and cleared the entire Audit internal and external both.
- Managing day-to-day activities of the team and ensure compliance to procedures and policy guidelines, encourage and motivate agents in a monotonous job environment.
- Manage Cosmo and leap dialer for assigning callers to different services and call tables as per dialing strategy.
- Handling conference calls with the Top Managements.
- Preparing the weekly and monthly dashboard for the process.
- Designing incentive structures for the team and also planning motivational games to extract peak performance whenever require.
- Monitoring cancellation percentage month on month to ensure campaign profitability for long run.
ASST MANAGER
CIGNA TTK HEALTH INSURANCE COMPANY LTD.
09.2013 - 12.2017
- Managing 40 to 50 Work Stations at vendor location of (Health new business / Contact Center / Cross Sale / Retention).
- Generating revenue from new business and renewal through telesales channel.
- Overseeing the entire business operations including revenue generation, attrition management, collection operations, budgets, business forecasting and regional strategy.
- Monitoring and driving critical measurement parameters of the channel (call productivity, call flow, cross-sell products, complaints etc).
- Vendor workstations billing calculation, bill cross checking to maintain the billing of given workstation as per the company's requirement.
- Customer escalation management (Coordination with HO team as well as corporate team to close customer escalation in TAT).
- Handling the training team and ensuring 80% of candidate should be get certified.
- Ensuring the done sales is booked for the policy to be issued.
- Coordinating with the quality team, for 100% sales call to be closed.
- Monitoring the overall functioning of processes, identifying improvement areas.
CHANNEL MANAGER
INDIA HEALTH ORGANIZATION PVT LTD.
06.2013 - 11.2013
- Maintaining Daily reports for analyzing the Productivity.
- Handling conference calls with the Top Managements.
- Responsible for Sale Target V/S Annual operating Plan.
- Creating New Ideas for Proper Implementation of Process.
- Attend daily huddle with team to be updated on all the floor issues /concerns.
- Resolving Customer Queries by coordinating with various Departments.
- Ensuring that the Policies are issued on time through online.
- Handle Weekly Review and monthly review with vendor management.
ASST MANAGER
ANDROMEDA BPO PVT LTD.
05.2007 - 11.2013
- Handling 45 Work Station with 4 Team Leaders.
- Handling Escalation calls on the floor.
- Coordinating with the quality team, for 100% sales call to be closed.
- Coordinating cheque pick ups with the Agency department and the customer.
- Ensured that the new agents are IRDA Certified and are well versed with the product knowledge.
- Responsible for Sale Target V/S Annual operating Plan.
- Monitoring the overall functioning of processes, identifying improvement areas and implementing.
- Handling conference calls with the Top Managements.
- Provide reports on the process metrics and employee performance to the Top Management.
Education
BA -
Rani Durgawati University
HSC -
KENDRA VIDAYALA
SSC -
KENDRA VIDAYALA
Skills
- Sales & Tele-Sales
- Business Development
- Problem Solving Skills
- Interpersonal Skills
- Multitasking
- Excellent Communication
- Relationship Management
- Planning & Execution
- Manage Multiple Tasks
- Cross-Sell
- MIS Analysis & Analytical Skills
- Discipline & Professionalism
- Team leadership
- Mentoring
- Sales & Marketing
- Customer Service
- Training
- Business Communication
- Channel Sales
- Strategy Planning
Certification
Lean six sigma certified
Languages
- English, Fluent
- Hindi, Fluent
Timeline
AVP
Policy Bazaar
03.2024 - Current
AVP - UNIT MANAGER
YES BANK LTD.
12.2021 - 03.2024
SENIOR MANAGER
AXIS BANK. LTD.
01.2021 - 12.2021
MANAGER - BUSINESS DEVELOPMENT AND SALES
BHARTI AXA GIC LTD.
12.2018 - 12.2020
MANAGER
HDFC ERGO GIC LTD.
09.2017 - 12.2018
ASST MANAGER
CIGNA TTK HEALTH INSURANCE COMPANY LTD.
09.2013 - 12.2017
CHANNEL MANAGER
INDIA HEALTH ORGANIZATION PVT LTD.
06.2013 - 11.2013
ASST MANAGER
ANDROMEDA BPO PVT LTD.
05.2007 - 11.2013
BA -
Rani Durgawati University
HSC -
KENDRA VIDAYALA
SSC -
KENDRA VIDAYALA
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