Senior Manager at Canara HSBC Life Insurance with 12+ years of experience in the service industry. I have earned Lean Six Sigma Black Belt, Certified Anti-Money Laundering Specialist, Cyber Security, and Risk Management credentials, demonstrating my commitment to quality, compliance, and innovation. My core competencies include quality leadership, business excellence, customer relationship management, process improvement, and stakeholder management, project management, transition management, process excellence, process reengineering, creating process flow design.
I have successfully led and executed multiple process improvement projects using automation, operational excellence initiatives, and data-driven analysis, resulting in cost reduction, quality compliance, TAT improvement, and SLA/KPI management. I have also built strong and long-term relationships with clients, understanding their needs and providing solutions that enhance their competitive position and satisfaction. Additionally, I have managed the end-to-end business transition of Apollo Munich to HDFC ERGO, ensuring smooth integration and alignment with the organization's vision and objectives. My goal is to leverage my skills and expertise to drive business growth and revenue, while creating a positive impact for the customers, the team, and the organization.
➤ WHERE CAN I ADD VALUE
● Strong business acumen, focusing on enhancing clients, competitive position, conducting innovative and sustainable review analysis, and fulfilling client requirements
● Expertise in customer relationship management, frontline engagement, quality review, stakeholder management, and customer retention and loyalty through consumer behavior predictive analysis
● Demonstrated experience in analyzing existing systems, processes, and services to identify gaps and improve the overall customer experience
● Improved client experience by effectively tracking service level agreements (SLAs), lead times, and service response times
● Proactively resolved customer escalations by engaging resources and addressing issues in a timely manner
● Enhanced team performance and maximized customer satisfaction through strategic process improvements and driving process excellence/efficiencies
Project Management
Process Excellence
Process Design
Attrition & Shrinkage
ISO 9001:2015
Contact Centers
Stakeholder Management
Headcount Management
Insurance
People Management
Lean Six Sigma Green Belt
ISO 9001:2015
Lean Six Sigma Green Belt
Lean Six Sigma Black Belt