Vishal Kapoor
Project Management & Process Excellence
Gurgaon
Summary
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
Overview
13
13
years of professional experience
3
3
years of post-secondary education
3
3
Certifications
Work History
Senior Manager - Project Management & PEX
Canara HSBC Life Insurance Company
Gurgaon
12.2023 - Current
- Re-engineer processes to meet the customer, stakeholders and distributors expectations
- Lead and be a part of business transformational projects for organization
- Lead and manage process initiatives required within the organization
- Create process design/ flow which could be a result of new requirements, process enhancement, changes, regulatory guidelines or product launches
- Lead and drive continuous improvement projects across the organization
- Assist in creation of processes which strengthen first line of defense within Ops & IT
- Assist business, function and leadership across the organization to meet the demands of the evolving market structure and financial reforms; mitigate risks for the company brought about by such market changes
- Design solutions with a focus on elimination of redundant work, automation, standardization and best practices definition
- Input and delivery of process/ capacity enhancements that will positively impact the KPI
- BPMS, ISO, COPC standards
- Undertake strategic projects and initiatives to meet and exceed stakeholder expectations
- Explore synergies with technology & operations teams to drive the change agenda and try to eliminate, automate, simplify processes and enhance customer experience
- Lead the change agenda by creating in-house capabilities to drive quality initiatives and sustain improvement
- Documenting key achievements, problem solving and performance maximizing approaches
- Responsible to plan, lead, execute to project along with hyper care and closure of project
- Responsible to conduct Internal ISO 9001:2015 audits for across functions and Hubs
- Drive identification and remediation of control issues and procedural weaknesses
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business
- Increased customer satisfaction with timely project deliveries and seamless communication
Associate Vice President
Kotak Mahindra Bank
Noida
09.2023 - 12.2023
- To Enhance & Retain customer profitability
- Managing a diversified Retail Liability product portfolio catering to differing consumer segments needs which includes, Savings, Salary, Trust & Term Deposit
- Ensuring seamless co-ordination with various groups like Business Intelligence, Marketing, Technology, Operations, Compliance & Legal for complete product execution cycle
- Liaise with cross functional departments and collaborate with Senior Management to implement New Strategies
- Create high impact triggers & campaigns for retention, balance build-up, service and cross-sell of retail products
- Key Customer Relationship Management & supervision of all High Net Worth customer programs
- Managing back-end operations of Retail Liabilities, Digital Channels- ATMs/Debit, cards/Online payment, Wealth Management and Third Party Products, Accounts Payable (Vendor Payments) and Depository Services
- Preparation and managing of budgets for the units under control
Senior Manager
HDFC ERGO General Insurance
01.2020 - 09.2023
- Strong leader with proven success in formulating and implementing strategies for company expansion, client retention, and channel management in line with the organization's overarching vision and objectives
- Superb at maintaining long-term, mutually beneficial relationships with clients through consistent communication and a deep grasp of their needs
- Aligned to the account and strategic in plan formulation and execution with the help of technical resources and cross-functional teams to meet SLAs and surpass goals
- Staffing plans, timetables, quality initiatives, process change initiatives, Lean/Kaizen activities, and other change/Six Sigma projects are all areas in which have likely been involved extensively
- Supports project managers in their efforts to effectively communicate by identifying significant risk indicators, as well as by collecting comments and help from internal and external project sponsors
- Maintaining the agreed-upon project management principles and practices for efficient service delivery for the customer steering committee and leadership review requires extensive coordination with teams to satisfy service level agreements and key performance indicators on time and under budget
- Specialties: Customer Service Delivery, Contact Centre Operations, Customer Experience, Operational Excellence, Quality Compliance, Project Management, Revenue Generation, & Continuous Process Improvement
Assistant Manager
Teleperformance DIBS
Gurgaon
10.2015 - 12.2019
- Cultivated clear and effective communication by engaging with internal customers to grasp
- Business needs and transform them into requirements and project scope
- Develop and manage KPIs, and create scorecards, and dashboards for reporting
- Serve as the primary client communications contact
- Drive KPI performance, ensuring targets are met and sustained
- Define benchmarks, and strategies, and align goals with digital transformation
- Ensure financial performance and EBIT targets are met
- Identify and mitigate risk areas, maintain shrinkage, and manage attrition
- Oversee performance management, goal setting, and reviews
- Provide learning coaching, develop performance improvement plans, and enhance employee
- Streamline processes, remove inefficiencies, and maximize customer satisfaction
- Implement process improvement plans, conduct audits, and analyze for corrective actions
- Collaborate with business leaders to identify and implement improvements
- Train team members on process improvement tools
- Communicate process changes and gain stakeholder buy-in
- Act as a change agent to drive process improvements
- Monitor team performance and track daily activities
- Work closely with business stakeholders and cross-functional teams for operational efficiency
- Coordinate processes to meet guidelines and remove inefficiencies
- Lead system transitions for operational efficiency
- Conduct internal process audits to ensure adherence to defined guideline
Floor Leader
Convergys
Gurgaon
03.2013 - 09.2015
- Monitoring Avaya queue, nice iex softwares, process management requests for modifications of scheduling events (training/ meetings, etc)
- Responsible for preparing rosters, managing inbound call flow, capacity planning
- Reporting Daily, weekly and monthly SLA and monitoring schedule adherence
- Preparing intraday report of staff attendance and managing changes to scheduling to ensure adequate daily resource coverage
- Providing analytical support for special projects
- Communicates and works with staff members, management, Human resource and Accounting
- Ensuring hours are accurately accumulated and categorized in a format compatible with company and department payroll procedures
Subject Matter Expert
Wipro BPO
New Delhi
09.2011 - 03.2015
- Responsible for team's quality scores
- Identifying process opportunities
- Regular checks to ensure compliance on all defined processes and business requirement
- Responsible for sup calls, performance management
Education
Bachelor of Computer Applications - Computer
Vinayaka Mission University
Tamil Nadu 07.2011 - 08.2014
Skills
Project Management
Process Excellence
Process Design
Attrition & Shrinkage
ISO 9001:2015
Contact Centers
Stakeholder Management
Headcount Management
Insurance
People Management
Languages
English
Hindi
Certification
Lean Six Sigma Green Belt
Timeline
ISO 9001:2015
04-2024
Senior Manager - Project Management & PEX
Canara HSBC Life Insurance Company
12.2023 - Current
Associate Vice President
Kotak Mahindra Bank
09.2023 - 12.2023
Lean Six Sigma Green Belt
04-2023
Lean Six Sigma Black Belt
04-2023
Senior Manager
HDFC ERGO General Insurance
01.2020 - 09.2023
Assistant Manager
Teleperformance DIBS
10.2015 - 12.2019
Floor Leader
Convergys
03.2013 - 09.2015
Subject Matter Expert
Wipro BPO
09.2011 - 03.2015
Bachelor of Computer Applications - Computer
Vinayaka Mission University
07.2011 - 08.2014
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