Head of Implementation - managing Business Partnership, Process Innovation and Automation at MCIS.

Head of Implementation and Digital Transformation

Professional Abridgment* Professional with experience in Business Analytics , Client Support & Development in Life Insurance Domain – AS400 / Life Asia, MBS400 Client / Customer Relationship Management and Team Development.* Handling multiple projects for life and group - scheme based policies (MBS400), related to system enhancements and upgrades, integration, interface and migrations.* Organized and efficient with consistent record of achievements, delivery and time management, driving forward significant revenue, market share and profit growth for the company through multiple project management.* Astute leadership skills with ability to motivate and manage teams to meet desired results within estimated timelines.* Excellent interpersonal skills with ability to relate to people at any level of business, cultures and management.

Accountabilities:Handling Multiple Projects at the same time ensuring timely delivery of all developments.Ensuring smooth requirement gathering, doing GAP Analysis, preparation of Structured Query Logs, Collating Client feedbacks.Basis the GAP Analysis and Feedback Analysis from the client, preparation of work estimations.Basis the information gathered preparation of the Business Requirement Document, Business Specification for the Developers.Monitoring the development and assisting the development team with query resolutions during development stage.System Integration Testing of the enhancements to ensure that all the client requirements are met and are functional in the system.With the help of the development team, have the new enhancements moved to the UAT levels for the client testing.Providing the User Acceptance Testing support to the Client, Resolution of any queries them might have.Incase of any resolution is required, ensuring that the same is provided with in stipulated timelines.Also, incase the client wants some further development to the done, analyzing, whether the same would be a new development or not.Incase it is a new development, sharing new estimation with the client.Once the UAT has been cleared, conducting walkthroughs with the client to make the client understand what new developments we have done for the client requirements.Preparation of MOMs for these meeting and sharing the same with the concerned stake holders.Preparation of Product Notebooks for the new projects being taken up by the company especially for migration projects.Providing Business Understanding Training and Guidance to the new joinees in the company.Handholding the laterals who have joined the company, providing business and system training to them.Had a unique exposure to New Project Implementation involving Migration, Integrations and Implementation with DHFL Pramerica Life Insurance Co Ltd.

Worked as Cluster Operations Manager for UP 1 Cluster, managing branches across UP. Currently handling a team size of 35 (22 on roll employees and 13 off roll employees) and ensuring people development growth and recognition of talent and grooming them. Supervising Back Office Operations across all the branches.Management of the Regional Processing Center for the entire region and ensuring proper management of SLA’s and processing of transactions. Also, ensuring publication of MIS relevant for the Sr. Management, evaluation of performance of employees and branches.Customer Servicing and Complaint Management with special emphasis on timely resolution of escalated cases.Management and Servicing of Distribution Operations and Channel Partners.

Looking after Customer Service and Complaint Management. Sale Support Functions and Lead Generation Management for New Business Accusation.Back Office Operations Management and Supervision.Initial Branch Level Underwriting and Form Dispatch.Month End Branch MIS Generation and Circulation.Escalation Desk, Head Office Co-ordination and Branch Audit.Managed a team of 4 on payroll Executives in Lucknow and 5 off payroll Executives in spoke towns.

Managing Customer, Agent Servicing, New Business Underwrting.