Khushbu Mehta Email and Phone Number

-Managing a team of 3 members with focus on testing new strategicprojects for current financial year-Working on multiple customer orientation automation projects to identify process gaps and operational risk. These projects involve crossfunctional coordination between branch, IT, product, customer connect,new business team, compliance team-Drafted annual department strategy, annual manpower, BRDdocuments for projects-Contributed in reduction of Unclaimed fund and… Show more -Managing a team of 3 members with focus on testing new strategicprojects for current financial year-Working on multiple customer orientation automation projects to identify process gaps and operational risk. These projects involve crossfunctional coordination between branch, IT, product, customer connect,new business team, compliance team-Drafted annual department strategy, annual manpower, BRDdocuments for projects-Contributed in reduction of Unclaimed fund and Policy holder payableof HDFC Life by approx. 200 cr. within span of 6 months-Improvement in T+1 day maturity payout from 42% to 60%-Implemented strategic initiatives which includes WHATSAPP BOT development for enhanced customer experience and convenience Show less

• Developed monthly department review reports (MBR) andperformance dashboards for senior management• Implemented VoiceBOT to existing customer connect process to increasecustomer outreach• Automated the payout authorization process with Implementation of"Maker BOT" and "Penny Drop" feature which aid in processenhancement & productivity improvement• Successfully utilized the Campaign Management tools (CMT) to drivecustomer communication campaign• Strategised… Show more • Developed monthly department review reports (MBR) andperformance dashboards for senior management• Implemented VoiceBOT to existing customer connect process to increasecustomer outreach• Automated the payout authorization process with Implementation of"Maker BOT" and "Penny Drop" feature which aid in processenhancement & productivity improvement• Successfully utilized the Campaign Management tools (CMT) to drivecustomer communication campaign• Strategised campaign with collaborative efforts of branch team to reach out to customers on personal front Show less

• Garnered rich knowledge of fundamentals, process and techniques ofvarious policy servicing & payout processes• Regularly highlighted process gaps in operational process with usage ofMIS reports and dashboards• Implemented nationwide strategy through internal stakeholdercoordination to improve NFTR scores for servicing to customer from 10%to 4%• Liaising with internal teams to maintaining the communication repository & identify scope of automation

Summer Internship

• Worked as a core team member in Enhancement, Development, UATSupport of the system projects and delivered projects on time with zeroerror• Demonstrated technical specification of new functionalities to applicationsupport team and clients of Corporate Bank• Application Used: Cobol, SQL, JIRA