Yogesh Shelar
Pune
Summary
Dynamic Vendor Manager with a proven track record in overseeing daily operations and leading high-performing teams. Expertise in implementing process improvements and streamlining workflows consistently enhances productivity and team efficiency. Strong leadership and problem-solving abilities thrive in fast-paced environments, driving successful outcomes and fostering collaborative work cultures. Committed to continuous learning and growth, ensuring alignment with organizational goals and industry best practices.
Overview
16
16
years of professional experience
Work History
Associate Manager
PhonePe
12.2024 - Current
- Directed management of insurance processes to enhance service delivery at PhonePe Insurance Broking Service Pvt Ltd.
- Coordinated site lead responsibilities for call center vendor, ensuring operational efficiency.
- Oversaw operations for three lines of business (health, motor, and travel) with a workforce exceeding 175 employees.
- Enhanced operational capacity by scaling headcount from 50 to 175 to support growth initiatives.
- Led efforts to construct and implement quality guidelines for improved performance.
- Engaged in creation of best-in-class advisory structure by providing timely insights throughout training processes.
- Collaborated in the generation of daily SOPs, ensuring compliance and consistency in insurance call center processes.
- Managed topline business to ensure optimal site profit and loss outcomes.
- Executed business objectives through on-ground initiatives.
Area Manager
Bajaj Housing Finance Ltd
10.2023 - 12.2024
- Oversaw team of 10 sales managers and 100+ FOS, fostering skills and strategies to meet and surpass Insurance sales goals.(Driving 1 Cr GWP for Insurance Product)
- Executed performance review processes and offered actionable insights to drive team improvement.
- Evaluated industry developments and recognized potential business opportunities to accelerate growth in home loan Insurance product line.
- Developed and nurtured strong partnerships with key clients and stakeholders to support ongoing customer satisfaction initiatives .
- Resolved client concerns and navigated escalations to ensure client satisfaction and loyalty.
- Facilitated workshops and seminars to enhance team knowledge of industry trends and best practices.
- Oversaw compliance of all sales activities and documentation with legal and regulatory standards.
- Communicated policy and regulation updates to team members regarding home loan Insurance products.
- Established clear performance metrics and KPIs to drive sales team accountability.
- Evaluated sales performance through data analysis and implemented necessary corrective measures to enhance outcomes.
- Engaged with collateral product development and operations teams to ensure cohesive support for sales initiatives.
- Engaged in cross-functional meetings to share sales insights and enhance overall product strategy.
Team Manager
HDFC Bank
09.2021 - 09.2023
- Directed virtual relationship banking operations as VRBH for Classic Phone Channel.
- Oversaw book balance management for approximately 15 HNI clients at HDFC Bank.
- Achieved high levels of client satisfaction through effective management of relationship bankers/managers. Cultivated a high-performing team that consistently met client needs. Drove initiatives that strengthened client relationships and loyalty.
- Executed cross-selling initiatives for asset and liability products to enhance overall bank performance and meet channel objectives.
- Facilitated regular performance evaluations to enhance team effectiveness and accountability.
- Engaged with high-net-worth clients to address and fulfill their complete banking requirements.
- Engaged with customers to obtain valuable feedback and address service-related issues.
- Administered claim management activities and communicated inventory status reports to senior management for operational efficiency.
Assistant Manager of Operations
Bajaj Allianz General Insurance Company
04.2020 - 07.2021
- Recognized for outstanding contributions and promoted to assistant manager after two consecutive years of exemplary performance.
- Oversaw vendor partnerships to guarantee uninterrupted call center functionality throughout various Centers with Team of 150+ Sales agent and Management Team.
- Evaluated vendor performance metrics and implemented corrective action plans to optimize productivity.
- Administered vendor payments to ensure alignment with established performance objectives.
- Directed financial planning and performance targets to optimize inbound chat and outbound health travel operations.
- Evaluated product-specific sales achievements through regular weekly and monthly performance reviews to enhance sales strategies.
- Conducted collaborative assessments to ensure training quality aligns with underwriting and operations standards.
- Delivered comprehensive performance parameter reports to call center team to enhance operational insights.
- Contributed to system integration and enhancement initiatives to optimize IT operations.
- Facilitated assessment of training requirements and coordinated refresher sessions to enhance employee skills.
- Assisted key account holders with inquiries and escalated cases. Supported customers in resolving issues effectively. Collaborated with teams to enhance customer satisfaction.
Senior Executive Manager
Bajaj Allianz General Insurance Company
09.2017 - 03.2020
- Directed team leadership efforts to enhance tele-sales processes in general insurance, ensuring efficient handling of health, motor, and travel inquiries.(Team of 25 Sales Agents in each LOB)
- Facilitated timely huddles to enhance team alignment and drive achievement in outbound tele-sales activities.
- Executed strategies to enhance lead conversion rates while delivering constructive feedback to outliers for improvement.
- Performed detailed audits of data to enhance conversion outcomes and ensure management is informed of unsuitable leads.
- Streamlined communication of reports with team members and coaches to drive performance towards assigned goals.
Team Leader, Operations
Aegis Global Private Ltd.
01.2016 - 09.2017
- Directed daily floor operations to enhance customer service quality at the Differentiated Customer Care Centre.(Team of 30 Agents and 2 SME's)
- Managed key account relationships by addressing customer escalations and ensuring timely follow-up on pending issues.
- Designed comprehensive strategy to align team efforts with organizational goals.
- Evaluated team engagement to confirm utilization of training and identify additional training needs.
- Led initiatives to identify target markets and formulate strategies for effective product and service operations. Oversaw competitive analysis to inform product and service positioning.
- Delivered comprehensive reports detailing team progress to enhance organizational awareness. Facilitated timely distribution of reports to appropriate personnel.
- Coordinated with Vodafone training team to gather and disseminate product usage feedback for continuous improvement.
- Documented and communicated case studies of customer experience scenarios to proactively resolve potential leakages.
Team Leader
Housing.com
07.2015 - 11.2015
- Led sales team to achieve quarterly targets through strategic planning and performance monitoring.(Team of 5 field leaders and 75+ FOS)
- Developed training programs that improved team knowledge on product offerings and customer engagement techniques.
- Implemented data-driven sales strategies using CRM tools to enhance lead management and conversion rates.
- Analyzed market trends to identify new opportunities, guiding team efforts toward high-potential clients.
- Built strong team by recruiting and developing top sales talent.
- Expanded company customer base and cemented market presence by implementing strategic sales plans.
Team Leader - Project Management
Essel Group
10.2013 - 07.2015
- Implemented strategies for managing inbound and outbound call center activities, focusing on operational excellence and customer satisfaction.(Team of 3 TLs 2 Support and 40 Callers)
- Achieved significant reductions in attrition rate and shrinkage within consumer service department through targeted process improvements. Enhanced team engagement and operational effectiveness, resulting in improved customer satisfaction and retention.
- Generated comprehensive weekly and monthly reports to inform head office of individual performance metrics.
- Facilitated increased profitability through proactive customer engagement and diligent follow-up on outstanding issues.
- Delivered targeted training programs to ensure new employees meet established performance standards and operational excellence.
Team Leader
Serco Global Services Pvt. Ltd.
08.2012 - 10.2013
- Managed team activities in the inbound voice process at Vodafone M&G to enhance customer service delivery.(Team of 20 Tele callers)
- Managed team performance metrics, ensuring high standards in CSAT quality and FTR compliance.
- Analyzed workforce trends to identify and address factors contributing to attrition and attendance issues.
- Collaborated with hiring managers to identify staffing requirements and streamline candidate selection.
Consumer Service Executive/ Team Mentor
Aditya Birla Minacs Pvt. Ltd.
01.2010 - 08.2012
- Recognized for leadership potential and appointed team leader and mentor in July 2011 to guide and support team members.
- Ensured adherence to performance standards by evaluating AHT, ICF quality, FTR, and U-tag/tag metrics to enhance operational efficiency.
- Analyzed processes through quality audits and communicated actionable feedback to improve team outcomes.
- Facilitated effective communication and problem resolution in an inbound voice process role at Idea M&G until June 2011.
- Provided detailed information about products and services through effective communication during phone interactions.
- Tracked and organized customer interactions and transaction histories to support operational efficiency.
Education
Bachelor of Commerce - Insurance And Banking
Dr. Babasaheb Ambedkar Marathwada University
Aurangabad01-2012
Higher Secondary School Certificate - Commerce
Shiv Chhatrapati College
Aurangabad01-2009
Secondary Schooling Certificate - Maths And General Group
S.S.C.Board
Aurangabad01-2007
Skills
- Staff management
- Strategic planning
- Negotiation
- Operations management
- Sales coaching
- Goal setting
- Vendor relationship management
Accomplishments
- Revenue Growth: Achieved a 20% increase in home loan sales within the first months of tenure.
- Team Performance: Successfully led the team to exceed sales targets consistently over the past quarters.
Timeline
Associate Manager
PhonePe
12.2024 - Current
Area Manager
Bajaj Housing Finance Ltd
10.2023 - 12.2024
Team Manager
HDFC Bank
09.2021 - 09.2023
Assistant Manager of Operations
Bajaj Allianz General Insurance Company
04.2020 - 07.2021
Senior Executive Manager
Bajaj Allianz General Insurance Company
09.2017 - 03.2020
Team Leader, Operations
Aegis Global Private Ltd.
01.2016 - 09.2017
Team Leader
Housing.com
07.2015 - 11.2015
Team Leader - Project Management
Essel Group
10.2013 - 07.2015
Team Leader
Serco Global Services Pvt. Ltd.
08.2012 - 10.2013
Consumer Service Executive/ Team Mentor
Aditya Birla Minacs Pvt. Ltd.
01.2010 - 08.2012
Bachelor of Commerce - Insurance And Banking
Dr. Babasaheb Ambedkar Marathwada University
Higher Secondary School Certificate - Commerce
Shiv Chhatrapati College
Secondary Schooling Certificate - Maths And General Group
S.S.C.Board
Declaration
I hereby declare that the above written particulars are true to the best of my knowledge and belief.