Monish B Vohra Email & Phone Number

Gurugram, Hr, In

Gurugram, Haryana, India

As part of the Senior Management Team, managing the New Business and Post Acquisition Operations to provide Superior and Consistent Customer Experience through Digitized and Robust Operating Model ensuring Regulatory ComplianceBuilding and Managing scaleable operating model to handle growing volumes with efficiencies with Strategic implementation of AI, ML and RoboticsPartnering with business to define and execute strategies for achieving overall growth and… Show more As part of the Senior Management Team, managing the New Business and Post Acquisition Operations to provide Superior and Consistent Customer Experience through Digitized and Robust Operating Model ensuring Regulatory ComplianceBuilding and Managing scaleable operating model to handle growing volumes with efficiencies with Strategic implementation of AI, ML and RoboticsPartnering with business to define and execute strategies for achieving overall growth and profitability;Defining competitive strategies benchmarked to manage future customer aspirations and technologies;Mentoring teams for performance driven, collaborative, competitive customer focused culture;Leading a team of 550+ FT employees, 50+outsources vendors with a distribution of 3000+NFTEs across 100+ locations, managing an annual budget of Rs 359+ Cr.Responsible for the management, oversight, and process efficiency of the teams through effective coordination of metrics/dashboards, functional processes, training and development, consistent process compliance, and execution of cross-functional initiatives. wrtPre-Acquisition Processing of New Card Applications for all channels (incl Digital fallouts) Underwriting and Verification (Tele and Field)Post Acquisition Operations - Logistics Management for Card Delivery, Physical and eStatements; Printing and Inventory Management for Card Plastics, Ecards,eKits, and Collaterals; Remittance Management - Inward customer payments and outward disbursals; Loyalty OperationsCorporate Customer Management - Onboarding and Contract Management; Application process ; Lifeycle servicing incl Chargeback and Account ManagementKYC Compliances - New Accounts, Renewal and Address Change KYC Compliance ;Process optimisation and digitisation leading to 30% improvement in Straight Through Processing with collateral benefits in Time to Process and accuracy Significant cost optimisation initiatives with volume optimisation, digitisation and rate rationalisation Show less

Gurgaon, India

Driving Customer Experience Excellence across the organisation and customer life cycle throughManaging a team of 2000+ , Budget of Rs. 130 Cr, to deliver KPIs for Omni-channel Customer Support (Voice, Non Voice, Social, branch walk-in)Digital Servicing with a focus on driving AI enabled Self ServiceUp-sell and Cross-sell Activation and RetentionCustomer Account Management and ChargebackComplaints and Escalations management (incl Regulatory Grievance… Show more Driving Customer Experience Excellence across the organisation and customer life cycle throughManaging a team of 2000+ , Budget of Rs. 130 Cr, to deliver KPIs for Omni-channel Customer Support (Voice, Non Voice, Social, branch walk-in)Digital Servicing with a focus on driving AI enabled Self ServiceUp-sell and Cross-sell Activation and RetentionCustomer Account Management and ChargebackComplaints and Escalations management (incl Regulatory Grievance management)Value Servicing (Premium VIP and Corporate accounts)Launched “GEMS” (Go Extra Mile for Service) and Championed VoC based Customer Experience Score across organisation enabling delivery of high quality service - Achieved Promoters 92%+, Detractors <2.5%. Effective Service Recovery of Detractors, with Post Recovery Detractors <0.5%Recorded pathbreaking cross sell achievements consistently Customer Retention rate increased to record 52% from 36% affording Rs 140+ Cr savings on acquisition cost Increased adoption and penetration of self service options for customers with 86 % of contacts on digital platforms Customer Chatbot “ILA” delivering 98% success rate.Launched Knowledge-bot “DRISHTI” for realtime agent support by providing information and On call execution supportRPA delivering 50%+ efficiency benefit on backend processesImplemented Automated Work Force Management and Quality Management suite for enhanced contact centre productivity and qualityObtained COPC certification for Work Force ManagementSystemic RCA and process enhancements reduced complaints by over 50%Improved productivity and efficiencies - 10% YoY productivity gains.Employee ESAT @ 85% Show less

Gurgaon, India. Bangalore, India

As part of the extended management team at Metlife India, part of Metlife, the worlds largest Insurance Co. Managing Services & Operations across branches ( 219 across 142 locations with 300+ resources ) involving • New Business Processing• Distribution Operations incl Licensing, Commission, Incentive and RnR Management• Customer Servicing and Retention• Compliance with Statutory and Regulatory guidelines and Internal processes• Budget and cost management• Facilities and… Show more As part of the extended management team at Metlife India, part of Metlife, the worlds largest Insurance Co. Managing Services & Operations across branches ( 219 across 142 locations with 300+ resources ) involving • New Business Processing• Distribution Operations incl Licensing, Commission, Incentive and RnR Management• Customer Servicing and Retention• Compliance with Statutory and Regulatory guidelines and Internal processes• Budget and cost management• Facilities and Administration for Branch and Central OfficesAlso managing the following portfolios • Business Processes and Training• Business Reporting and And Analytics• Vendor Management across OrganisationRepresent Metlife as a member of the Statistical Subcommittee of the Life Insurance Council Introduced skill enhancement programme for services based on training need analysis and feedback from internal and external customers – “FAST - Facts, Attitude, Skills and Time” to enhance processing quality and improve service experience. Enhanced focus on “Straight Through Processing” to minimize error and reject rates and enhance conversion TATs with an STP rate of 99%. Successfully handled internal and statutory audits incl. IRDA audit with no adverse comments. Implemented segmented Servicing for Priority Channel partners and HNI customers Enhanced Do-it-Yourself (DIY) for customers and channel partners though online portals Show less

Responsible for establishing, innovating and driving Customer Services and Retention strategiesManaging the Policy Holder base of 1.7 million, with a renewal premium of Rs. 2500 Crs.Channel Partner Services for Tied Agencies and PartnersComplaints Management Contact Centre Remittance Persistency Management through Retention and ConservationBusiness Processes and TrainingBusiness Analytics Commissions, Incentives and RnR managementVendor Management… Show more Responsible for establishing, innovating and driving Customer Services and Retention strategiesManaging the Policy Holder base of 1.7 million, with a renewal premium of Rs. 2500 Crs.Channel Partner Services for Tied Agencies and PartnersComplaints Management Contact Centre Remittance Persistency Management through Retention and ConservationBusiness Processes and TrainingBusiness Analytics Commissions, Incentives and RnR managementVendor Management Direct to Customer (D2C) products fulfillment management Show less

Engaged in Identification and Programme Management for Business Critical Initiatives across organization.Identified and transformed critical business challenges and processes in areas of Persistency and Retention ManagementChannel Management esp wrt Attrition and ProfitabilityVendor Management and SourcingBusiness Reporting and Analytics

Delhi Area, India

Managing the Credit Risk Operations of Vodafone Essar, a part of the Vodafone Group, the largest Mobile Telephone service provider in the World. Engaged in establishing, migrating and driving revenue risk management and customer experience projects across circles and instituting paradigms which have since been enmeshed as standard practices nationally.

Established and managed the Credit and Collections Operations for Secured (Auto, Consumer Durable, Two wheelers, Loans against Shares, Loans Against properties) and Unsecured (Personal and Business loans) Assets portfolio across 39 locations.Responsible for Portfolio Risk Management  Underwriting, Credit control and Policy formulation  Devising product programmes byIdentifying prospective markets viz. business potential, conducting due-diligence for the same, and assisting in… Show more Established and managed the Credit and Collections Operations for Secured (Auto, Consumer Durable, Two wheelers, Loans against Shares, Loans Against properties) and Unsecured (Personal and Business loans) Assets portfolio across 39 locations.Responsible for Portfolio Risk Management  Underwriting, Credit control and Policy formulation  Devising product programmes byIdentifying prospective markets viz. business potential, conducting due-diligence for the same, and assisting in setting up sourcing channels. Capital market exposure management for Corporate and Retail LAS portfolio Collections and Recoveries Operational control of collateral and documentation Establishing and Managing Inventory Funding lines to Dealer Show less

Regional Manager North India.

New Delhi Area, India

New Delhi

New Delhi Area, India

Masters, Business Administration

B. E. (Hons), Electrical

Aissce, Science