Business Process Management (BPM):Strategic migration within the organization: From ‘Basic Documentation’ to ‘Process agility using BPM tool’Drawing necessary organization attention through regular Dashboard sharing up to CEO & in Risk council.Set up Organizational Change Management Framework for Process/Project changes & provide necessary ongoing support & guidance to process owners.Managed end to end Project Management for migration of 150+ processes on ARIS, BPM Architecture definition, Attribute customization as per business requirement, Vendor & Team performance management, end to end Change Management including SME capability building, Sr. Management Governance reviews & internalizing usage of tool within the functions.Business Process Assurance (BPA) & Daily Management:Developed an in-house Process Maturity model customized for Insurance Business i.e. Assessment of Integrated Reality & risk (AIRr). Similarly, established a Service Delivery Assessment (SDA) monitoring framework for vendor managed & in-house processes (Voice & non voice processes)First of its kind Sales Quality Measurement model institutionalized in Sales verticals.Key Projects:Mobility: Defining mobility road map through blue sky thinking, ideation of mobility solutions scoped for FY, overlooking development & testing of apps, end to end process definition & FMEA, Change Management for usage uptake etc.My Mix:Unique Sales Pitch for the Front line sales, agents & partners customized as per customer needs – positioned for promoting need based selling.Payout Recycle: Capitalizing the business opportunity arising out of customer payouts through recycling effortsMINT: Workflow & data management system created for renewal & revival collection.

Business & Service Excellence

Operations Management & Process compliance: Pre-issuance process management for New Business & Agent Licensing at branch.Responsible for branch audit scores & compliance including Cash Management & reconciliation Identify Process control gaps at branches and work towards improvement (Waste reduction etc.) Customer Service Management:Responsible for CSat Scores for the Region & Zone. Service based training imparted to the teamBranch level support on Claim investigations & settlement processBranch Sales:Responsible for Lead Generation target (2 Crs+) through walkin customers keeping quality intact.Incentive management & performance reviews of the team.Renewal & Revival Collection:Managed renewal & revival collections of over 200 Crs across Zone

Performance Management:Instrumental in end to end set up of first inbound process for Washing Mutual Bank process.Responsible for managing Inbound & Outbound Sales performanceDefined process controls & reviews to ensure Sales Quality & Audit complianceSales productivity analysis & improvement to meet & exceed SLA performanceInitiatives: Sales registration tool (IGS) & Online analogized script for accent improvementClient Servicing:Ensure adherence to the SLA as per the client norms & manage client reviews.Analyze client escalations and define appropriate corrective & preventive actions Sales Quality Verification:Instrumental in setting up and Sales verification process for 6 line of business.Performance management & client reporting on sales quality.