VIVEK SHARMA

• Monitors all operational processes and procedures using a compliance management system to ensure that the Branch complies with all legal regulations and ethical standards
• Trains and educates staff so that they are informed of any legal changes and updates to compliance guidelines
• Acts as contact person and liaison between department heads and senior management
• Acts as contact person and liaison between department heads and senior management
• Coordinating office activities and operations to secure efficiency and compliance to company policies
• Supervising administrative staff and dividing responsibilities to ensure performance
• Keep stock of office supplies and place orders when necessary
• Performing multiple roles in branch
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
• Handled billing and payment issues following guidelines, resolving disputes properly
• Drafted reports and documents to improve correspondence management, schedule coordination and recordkeeping
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service
• Liaised with clients to identify and target inefficiencies in areas of risks / business controls, process gaps and workflow discrepancies
• Responsible for applied and paid business in the branch
• Responsible for AML ( anti money laundering ) & process training as instructed by IRDA for the existing & new agents batch
• To improve the persistency arranged the home visits for collect renewals as service gesture

Banking:

• Manage transactions with customers using cash registers
• Managing Banking Part Where team does initial & Renewal banking
• Collect payments whether in cash , Cheques or credit
• Cross-sell products and introduce new ones
• Resolve customer complaints, guide them and provide relevant information

New Business And Policy Servicing:

• Involve in Different project for increase the issuance of NB cases
• Assessment of risk and elimination as per company guidelines
• Co ordinate with channels to ensure correct and complete document against the policy issuance
• Co ordinate with medical support team to get the medical reports upload for faster resolution
• Handling the sales queries and escalations of north zone
• Auditing and maintain mid level of STP and compliance operational guidelines while processing of cases
• Dealing with walkin customers(Internal & external) and resolving their queries and resolution within the time frame
• Handling 12th month rolling collection , 13th and 25th month persistency in the branch
• Retaining walkin surrender
• Responsible for AML & Process training as instructed by IRDA for the Agents and candidates
• Also performing responsibility of S2D(Service to Delight) in which providing the resolution online/Email to the customers
• Handling service to sales and service to recruitment in the branch
• Attended maximum 50 to 90 customer footwall in a day & served them with 96 % upfront closures
• Enhance the branch persistency from 85% to 91% in a QTR
• Managed to achieve 100 % of first call resolution
• Have retained more than 80% dissatisfied customers
• Excellent Audit rating for the branch in a row
• Got multiple appreciation mails from the customer against the service and query resolution

Projects:

• NEOM (New enterprising operating model)
• Neom is model in which our specialized dedicated unit is working for faster issuance
• Also Lead project NEOM for North 1 Region and now running in others regions
• I2D (Insta Delight)
• Insta delight is module in which we are working prompt services to the customer
• Part of the I2D module, now running PAN India.

Responsibility:

• Handling IRDAI guideline process (Running authorization settlement of funds & shares
• Day to Day follow-ups of PS request to enhance the bonding of customer for us
• Booking the claim payout of client’s with proper verification of financials, bank details, dues etc
• Achieved branch target to closure the claims , LTR
• Handling the bank reconciliations process and also prepare the MIS reports of accounts and submit the same to concern team
• Handling payment related issues
• Prepared analytical Reports for the Branches
• Worked as a Part of New Business Team, Preparing Daily MIS and distributing reports to different channels of Concerned region
• Achieved the target of 100% AMPP tagged in the system-took charged from 4000 backlogged in 5 months.

Process Developer:

• Create an Idea to process and tag AMPP in 50% of manual intervention.(AMPP-Alternate mode of Premium paying-ECS,NACH)
• Create an another Idea to generate report and prepare MIS –Banked and non banked policies
  

On above both Idea’s make time consumption lesser than the earlier.

• Follow-up for the funds form field officers and members of the project
• Support to the members for their field related problems
• Handling documentation & processing in accounts related activity
• Also Lead in MIS to avoid any dispute and duplicity in payments or Documents
• Developed and produced Excel spreadsheets for P&L, balance sheet, income summary, and trial balance
• Compiled and prepared detailed financial statements, management reports and journal entries.

• Maintained all physical records like monthly bill and other data
• Preparation & entry of cash, bank & general vouchers
• Reconciliation of accounts receivable, accounts payable and bank reconciliation
• Handling documentation & processing in accounts related activity.