- Responsible for Admin & Facilities for 117 Branches spread across India along with Corporate and Head Office in Delhi NCR and Mumbai - Identify and build new branch Offices,refurbishment or relocation of existing offices- Management of various vendors, Lease Renewals, Contracts execution, Budgeting.- Identify, establish and ensuring adherence to Safety and Security Policy- Automate and Outsource NVA process.

• Driving Initiatives to enhance CE.• Process re-engineering & mapping after evaluation of existing processes.• Engagement with Function & Business for required process changes and Initiatives impacting CE• Driving project for the reduction of Customer Grievance,Request and Query.• Explore option for Revenue generation.• Implemented CRM Nxt with 360-degree view of customer life cycle

Key Responsibilities:• Ensure smooth operation of Inbound Call Centre, Grievance Management and Delivery Team.• Adherence to SLA, KPI’s & Compliance on regulatory guidelines.• Ensuring effective resolution of queries and complaints from Internal and External stakeholders.• Ensuring timely reporting and adherence on IRDAI (Insurance Regulator) requirement.• Root Cause Analysis of complaints leading to process enhancement.• Analytics & Reporting to Management and Board for the function.• Monthly meeting with Business partners on service delivery related matters.• Identify system requirement and raise BRD with IT• Engagement with Sales team to identifies key measure to control the complaints. • Review budget, resource planning and volume forecast on monthly basis.

Management Of Sales and Service Complaints. Root Cause analysis of complaints to ascertain the gaps and eliminate the chances of re-occurrence.Ensure resolution of all Complaints received from Customers & Service Delivery.Ensure adherence to IRDAI requirement in respect to Complaints Management & Reporting.Preparation of Policyholder Protection Committee reports.

Tracking overall Collection % against the Due portfolio and ensure steps to achieve the Collection targets MOM along with 13th Month Persistency Ratio.To ensure Reinstatements of Lapse Portfolio & Retention of Vintage Lapse portfolio (> 365 ageing Portfolio) simultaneously through Branch & Sales Drive, Collection Agency and dedicated Outbound Telecallers etc.To understand & design MIS, need based customer communication structure & other information’s for all stakeholders as per defined timelines and requirements.To design contest, reward and recognition program to drive retention through Branch Operations, Sales and Outsourced Collection agencies.Understand & develop Retention strategy for business partners.Explore option to enhance renewal collection through various modes & movement of renewal traffic to partner collection points.Managing cheque pick up & Skip Trace vendors engaged in the process. To drive collection through MetLife Branches, Outbound Call Centre, Outsourced Collection Agencies & Sales Support backed by aggressive communication strategy Managing Legal and Commercial aspect for outsourced vendor’s agreement & empanelment for payouts related to Retention Function.

• Tracking overall Collection % against the Due portfolio and ensure steps to achieve renewal collection targets & 13th month Persistency ratio MOM.• Ensure reinstatement of regular Lapse Portfolio &Retention of Vintage Lapse portfolio (> 365 ageing Portfolio)• Understand & design MIS, need based customer communication structure & other information’s for all stakeholders as per defined timelines and requirements.•Design contest, reward and recognition program to drive retention through Branch Operations, Sales and Outsourced Collection agencies.• Understand & develop retention strategy for business partners.• Explore option to enhance renewal collection through various modes & movement of renewal traffic to partner collection points.• Managing the overall performance of the outbound bound call center • Managing cheque pick up & Skip Trace vendors engaged in the process. • Drive collection through MetLife Branches, Outbound Call Centre, Outsourced Collection Agencies & Sales Support backed by aggressive communication strategy • Managing legal and commercial aspect for outsourced vendor’s empanelment & payouts for vendors related to Retention Function.

Managed branch operations of the five branches of the NCR region –Agra, Dehradun, Ghaziabad, Noida and Faridabad. Managed team of branch supervisors and operation executives(21) to carry out branch operations like Initial underwriting, proposal processing, agency co-ordination/Distribution Operations (recruitment, training, III exam, licensing and commission), Medical co-ordination, Renewal Collection, Policy Issuance, Customer service, Complaint management, Claims investigations facility management and routine administrative issues.Ensuring adequate controls and compliance of daily procedures in branch operations functionMonitoring and approving the branch expenses pertaining to Branch Administration of the cluster. Ensuring the adherence of processes lay down by company, evaluating, developing and improving operations/systems related processes to enhance efficiency and increase customer service level.

Managed Branch Operations for Lucknow, Jaunpur ,Gorakhpur & Allahabad.Responsible for over all administration, expenses and operations management of the branchEnsuring adequate controls are maintained in the Cashier collection activities.Monitoring and responsible for the activities of Cashier, CSO, BOE, DOPS Staff at Branch/Sales Office & ensuring adequate controls and compliance of daily procedures in Branch OperationsCentral liaison body for Zone & H.O. Operations (other than sales)Monitoring and approving the branch expenses pertaining to Branch Administration Motivating, guiding and appraising the Branch Cashier, CSO, BOE, D-OPS Staffs along with 4 outsource staff.Ensuring smooth operational support to our advisor base at Gorakhpur. Allahabad and channel support spread across UP and Uttaranchal.

•Handling new business initial underwriting at branch, co-ordinate with Underwriter’s, Sales team to complete the necessary requirements to reduce the TAT.• Authorizing and checking the Cashier functioning, MIS analysis, Query handling, Policy Servicing, & Preparation of Bank Reconciliation.

Reporting to Counselor (Education) and Attaché (Finance). Managed day-to-day Accounting Functions. Preparation of Bank Reconciliation Statement, maintaining Embassy Visa Account & Students Database SystemReimbursement & Allowances of Ethiopian Student studying in Indian Universities sponsored by ICCR & Ethiopian government. (Project funded by UNDP)Preparation of Monthly, Quarterly & Other Reports as prescribed by Ministry of Education, Ethiopia.