ZAHEER SHAIKH
Senior Manager
Mumbai,Maharashtra
Summary
Versatile Senior Manager specializing in Operations and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company.
Overview
12
12
years of professional experience
Work History
Senior Manager
HDFC Life
Mumbai, Maharashtra, India
12.2024 - Current
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Implemented and developed operational standards, policies and procedures.
- Held monthly meetings to create business plans and workshops to drive successful business.
- Provided strong leadership to enhance team productivity and morale.
- Lead and manage a team to ensure process completion per predefined turnaround times (TAT) and Standard Operating Procedures (SOPs).
- Facilitate communication with various departments to resolve queries and handle IRDA & BO escalations, ensuring a smooth customer experience.
- Conduct SDAs to evaluate process efficiency, address audit points promptly, and implement preventive actions on open issues.
- Manage complex cases effectively to enhance overall customer experience.
- Prepare accurate reports for IRDAI audits and ensure compliance with regulatory standards.
- Oversee end-to-end management of maturity payouts, ensuring accuracy.
- Identify gaps in processes and implement changes for continuous improvement.
- Conduct BPM reviews to maximize efficiency across departmental processes.
- Prepare management reporting data, including root cause analyses (RCAs) and project updates.
- Engage in team management and development activities to boost morale and productivity.
- Ensure Overall Teams Performance and Productivity.
Senior Manager – Team Leader
ICICI Lombard General Insurance
Vashi
03.2020 - 12.2024
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement to meet SLA.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Maintain consistent performance & monitor Agent KPI Parameters and help them achieving their Goals and resolved customer inquiries and complaints requiring management-level escalation.
- Planned and delivered training sessions to improve employee effectiveness and address areas of concern.
- Present Monthly Analysis on Individual projects assigned directly to Site Head.
- Achieve KPI as per business policy and contact center policy and minimize the scope of errors.
- Reviewing Weekly data and monthly calls trend at Contact Center and identify scope of digital development.
- Assigned as SPOC for PRISM ME project from 2022 to 2023 which worked as Task force team to improve customer experience and reduce calls at contact center by promoting DIY options and implementing new ideas of automation. Attending brain storming sessions with respective product SPOC of Motor & Health Business team to empower customer with DIY options.
Deputy Manager – Team Leader
YES BANK Ltd
Prabhadevi
03.2015 - 03.2020
- Joined as a Senior Officer - Outbound Contact Center for Virtue Relationship Manager – Savings
- PortfolioWorked closely with customers to understand needs and resolve diverse issues.
- Maintained current understanding of company offerings to better serve customers and team members.
- Was promoted as an Acting Team Leader in the year 2016 and moved to Merchant Acquisition Business –Support Service.
- Co-ordination with different Channel Manager and Zonal Heads for POS Installation and resolving complaints. Worked with a team of 15 employees to help each team member carry out accurate sales driven task and workallotted to them as per daily targets.
- Distributed in-depth progress and status reports to management and other respective stakeholders.
- Promoted and Moved to Credit Card Customer Service as Team Leader (Assistant Manager) in the year 2017 tomanage credit card service inbound contact center channel.
- Handle prosperity calls, ensure timely closure customer experience, and service request from first level to thirdlevel from the contact center itself.
- Moved as a Client Support Officer to business partner Q-Conneqt Business Solutions LTD for an external support and generate revenue from the center and SL Management, achieve monthly cross sales targets, Attrition, CC – Quality and control on customer escalations.
- Reviewing Team performance on monthly basis in terms of team shrinkage, occupancy and Quality Scores.
- Ensuring complete adherence of Audit and Compliance policy.
Business Process Associate
TATA CONSULTANCY SERVICES LTD
Goregoan
09.2013 - 01.2015
- Worked as Operations for CITI Bank USD FT Global Investigations
- Managing and Clearing Incorrect Swift or wire transfers received FT Service PortalAnalyze and
- Investigate with different terminals to avoid swift rejects
- Co-ordinate with sender correspondent banks or Intermediary bank to complete the process
- Reviewing the transfer process with Zero error and loss to the business.
Education
Bachelor of Commerce - Accounting And Finance
Smt. Kamla Mehta College of Commerce
10.2009
Higher Secondary Education - High School Teaching
Versova Welfare Junior College
02.2006
Secondary School Certificate - Middle School Teaching
Bombay Cambridge School
04.2004
Skills
- Business performance analysis
- Analytical decision making
- Sales performance analysis
- Strategic planning
- Interdisciplinary teamwork
- Strategic prioritization skills
- Collaborative teamwork
- Troubleshooting expertise
- Strategic project planning
- Operations management
Accomplishments
- Recognized as Best Quarter 1 TL for the month of April-May-June 2023 for outstanding performance and teamcontributions ICICI Lombard General Insurance.
- Appointed as SPOC in PRSIM ME - Data Analyst effective June 2023
- Recognized as Best Quarter 4 TL for the month of Jan-Feb-March 2023 for outstanding performance and teamcontributions ICICI Lombard General Insurance.
- Recognized as Excellent Performer from June 22 to Dec 2022 for outstanding performance at ICICI LombardGeneral Insurance.
- Recognized as Best Quarter 4 TL for the month of Jan-Feb-March 2022 for outstanding performance and teamcontributions ICICI Lombard General Insurance.
- Work Collectively with Customer Experience Team for 6 months on “Digital transformation Project” to improve customer experience and reduction of customer contacts at Contact Center.
Affiliations
- Recognized as Best Quarter 1 TL for the month of April-May-June 2023 for outstanding performance and team contributions ICICI Lombard General Insurance.
- Appointed as SPOC in PRSIM ME - Data Analyst effective June 2023.
- Recognized as Best Quarter 4 TL for the month of Jan-Feb-March 2023 for outstanding performance and teamcontributions ICICI Lombard General Insurance.
- Recognized as Excellent Performer from June 22 to Dec 2022 for outstanding performance at ICICI Lombard General Insurance.
- Recognized as Best Quarter 4 TL for the month of Jan-Feb-March 2022 for outstanding performance and teamcontributions ICICI Lombard General Insurance.
- Work Collectively with Customer Experience Team for 6 months on “Digital transformation Project” to improve customer experience and reduction of customer contacts at Contact Center.
Languages
English
Native or Bilingual
Hindi
Native or Bilingual
Marathi
Professional Working
Timeline
Senior Manager
HDFC Life
12.2024 - Current
Senior Manager – Team Leader
ICICI Lombard General Insurance
03.2020 - 12.2024
Deputy Manager – Team Leader
YES BANK Ltd
03.2015 - 03.2020
Business Process Associate
TATA CONSULTANCY SERVICES LTD
09.2013 - 01.2015
Higher Secondary Education - High School Teaching
Versova Welfare Junior College
Secondary School Certificate - Middle School Teaching
Bombay Cambridge School
Bachelor of Commerce - Accounting And Finance
Smt. Kamla Mehta College of Commerce
Hobbies
- Travelling
- Exploring Places