Managing operation team with 2 Trainers, 2 Counselors, 1 tele-caller, 1 officeboy & 3 Franchisee (Bhandup, CST, Mira RD)Take care of complete Operation Team.Was Responsible for entire Sales, Training & Production.Carrying out the full range of task necessary to manage a team of multi-disciplined staff to drive forward policy development and to take overallresponsibility for the quality of the teams work.Building relationship within team, People Development while maintainingdiscipline within team.Franchisee Dealings.

Managing operation team with 2 Quality officers, 1 MIS Coordinator and 2 data entryoperators.Ensure that the Quality Checks for Verification calls are done with 100% Accuracy.Ensure that the Policy is issued with 100% Accuracy.Under Policy Issuance was also handling Endorsements, Complaints, and Cancellation.Carrying out the full range of task necessary to manage a team of multi-disciplined staffto drive forward policy development and to take overall responsibility for the quality ofthe teams work.Was responsible for smooth working of Operation Team (Mumbai call centre).Was responsible for vendor management.i) Keep check on SLA Violation.ii) Reconciliation of Data’s to track lapses if any.iii) Billing Validationiv) Bill sign offv) Penalty if any.Building relationship within team, People Development while maintaining disciplinewithin team.Planning for performance and doing root cause analysis for damage control.Was responsible for VLI Management.

Working for Citibank Credit Card Process.Sending daily reports to Sr. Quality Leader and Quality In-Charge.Conducting Quality Training for the OJT Batch with mock calls.Conducting call calibration process.Calls monitoring based on Live Monitoring and Recorded Monitoring.