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.

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.

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

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.

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.

Regional Manager North India.

New Delhi Area, India

New Delhi

New Delhi Area, India

Masters, Business Administration

B. E. (Hons), Electrical

Aissce, Science