Riya Gaonkar Email & Phone Number

Dubai, United Arab Emirates

• Lead the Servicing team across frontline, back office including operational finance functions to ensure efficient service delivery and service improvements including quality, monitoring to meet with company objectives around agreed service levels and provide respective staff development.• Manage and balance the daily activities of the team and adapt plans/priorities to overcome resource and operational challenges, as well as taking initiatives to optimize performance and customer experience.• Lead, motivate and develop team to ensure engaged and informed employees, providing direction, coaching and support to team members to enable them to perform their role to the highest level of effectiveness with a strong focus on excellent customer service.• Lean Projects – To initiate, develop, implement and drive forward Continuous Improvement Initiatives ideas to improve customer distribution channel experience and process efficiency.• Conduct monthly presentations to the office highlighting the team successes and manage expectations for the coming month.• Planning and conducting monthly performance meetings with a variety of qualified staff to help them succeed with their individual key performance indicators job satisfaction.• Recruit and interview new staff to ensure that any new team members would be suitable working with the existing team as well as provide the level of service to meet the job requirements.• Role Model Behaviors - Employee engagement by tapping the right attitude in team members and peers.Direct Reports: 24 Team Members.

Dubai, United Arab Emirates

• To oversee day-to-day operations of the new business team. Managing the daily activities of the team and adapting plans/priorities to overcome resource and operational challenges while working closely with sales teams, operational management, third parties including brokers, other key internal and external business partners taking initiatives to optimize performance and customer experience.• Lead, motivate and develop team to ensure employees are engaged and perform their role to the highest level with a strong focus on excellent customer service. Ensure sufficient training is provided to meet with company objectives, growth plans and staff development.• As a senior member of the FPI management team, proactively contribute to the strategy development and direction of the International propositions. To lead, participate and assist in key strategic projects as required as a subject matter expert• Work closely with underwriting to ensure that automated systems are used 100% and that the STP percentage is increased.• Work closely with Quality & Support team to ensure team and individual audit results are maintained at an acceptable level, analyse the errors/feedbacks and ensure that these are reduced/eliminated over time. Perform root cause analysis of all NB complaints and ensure preventive and remedy actions are taken.• Initiate, develop and implement continuous improvement to improve customer/distribution channel experience and process efficiency. Work closely with RC team to review the error/issues and ensure root cause analysis is performed and underlying problems are resolved. • MI - produce accurate, fit for purpose reports & statistics when required reviewing and acting on data analysis to implement change & improvement where necessary. To include the recording of DPA breaches & concessions log.Direct Reports: 16 Team Members

Dubai, United Arab Emirates

• To contribute to the day to day operations of the Contact Centre team by delivery of services within agreed target service level and fully processed in compliance with regulations and aligned with Group’s risk policies and standard to achieve department and company goals.• Conducting agency visits to train administration teams on efficient use of tools to support their business submissions.• Assist in producing necessary operations reports and analysis for management information.• Ensure customer’s our treated fairly, communication is clear and not misleading and that barriers are not created in respect to customer contact.Direct Reports: 10

Dubai, United Arab Emirates

• Assisting financial advisors/clients with queries relating to policies.• Maintaining pipeline reports for financial advisors so they can keep a track of their submissions and focus on providing high quality business.• Addressing requirements of our Regional Sales Managers and prioritising their work if appropriate.

Abu Dhabi, United Arab Emirates

• Maintain and develop the performance of 5team members along with handling customer queries from time to time to give the best solution. • Dealing with Dubai Central Bank for cash & reserve cash transactions and tracked the cumulative funds with Central Bank of the UAE.• Prime custodianship of drafts, payment order, manager cheques, Time Deposit, Vault Key/Cash Safe Key/ATM Safe combinations and managed vault and ATM transaction.

Pune Area, India

• Underwriting of UK clients, involving assessment of the application, medical reports and making decisions whether to accept or rate a policy.• Maintaining underwriting excellence by reducing additional expenses on requirements without compromising on quality of decision-making. Quality Score -100% for 12months consecutively. Productivity Score -120% + for 12 months consecutively.

Mumbai Area, India

• Establishing the entire framework & delinquency control network of portfolios.• Customer interface for query resolution- Interacting with customers on a day-to-day basis and providing value added services while tracking the where about of skip customers through link products with the bank• Handed over the Authority of approving loans of customers already having a credit card history with the bank.

Bachelor'S Degree, Business/Commerce, General

Activities and Societies: Major in Accountancy and Banking.

Advance Diploma In Software Engineering, Computer Software And Media Applications