Priyanka Parashar Email and Phone Number

Team Management• Heading South Zone Operations for BALIC.• Team is spread over 103 BALIC branches in five geographical states.• Current team size is 150+• Hiring,coaching and performance management of team• Managing managers.Process Management• Ensure customer requests are processed as per TAT and regulatory guidelines.in the AOR• Grievance handling and customer issue resolutionProcess Improvement and digital transformation• Continually work on process automation and improvement thus ensuring optimum resource utilization,process efficiency thus resulting in greater customer value.• Redesign modules and applications to enable seamless customer experience.• Reengineer processes for greater value creation for the organization like paperless processing,automandates,cashless branches etc.Customer Experience and relationship management• Built long term relationships and value creation for assigned policy holder buckets.• Ensure customer delight in all operations touch points thus paving the way for cross sell to meet the new business value targets• Team engages with customers on regular basis thus deepening relationships and ensuring timely renewals,thus meeting the persistency and retention targets.Customer Experience Projects• Work on projects pertaining to customer experience• Ideate,design and implement new initiatives to enhance customer interactions and ensure customer delight,including new application development and output measurement• Some projects are HHID model of customer relationship management,Customer Sentimeter,etcStrategic Management, Collaboration and Stakeholder management• Part of all strategic decisions pertaining to branch operations and customer experience.• Collaborate with various stakeholders for strategy implementation• Mentor and coach teams and stakeholders in adoption of new modules and processes.

Led team of Divisional Ops Heads and their reportees managing 44 branches across North East

Managed the branch operations of West Bengal territory,leading a team of 56 insurance professionals

Managed multiple branches across Guwahati and Kolkata territories during this period.Have got three grade changes(promotions) during this span.

Worked on special projects,CEOs office,Corporate Office,BALIC,Pune