1. HIMANSHU GAUR
Mobile: 9971992252, 9971722252 ~ Email: gaur24580@gmail.com
I am an enthusiastic, self-motivated and innovative individual seeking a position to become
successful and to secure a position, which would enable me to enhance the current skills
and challenge my abilities.
Career Summary
 Work Experience of 8 years
 8 years of hard core Operations, Sales, Customer Service and Training taught me basics of
business acquisition, Relationship Building and Client servicing.
 I have experienced a thorough Exposure to Insurance & Banking industry during my work
tenure
 Working with Pacesetters Business Solutions ( PNB MetLife Project ) from July 2012
 Worked with ICICI Bank from 5’March’2010 to June 2011
 Worked with Max Life Insurance Co. Ltd. from May 2006 to March 2010
Work Experience:
Pacesetters Business Solutions - New Delhi (PNBMetlife) Manager Operations 25July’12-Till
date
Accountabilities:
 Pacesetters Business Solutions is a Business Correspondent for PNBMetLife Retention
Business PAN India
Highlights:
 Handling Retention Conservation Process PAN India
 Ensure Training of staff for new circulars processes and products
 Team Size of 15 including Team Leaders
 Responsible for handling conservation of all the Surrender, PW and Free
Look Cancellation.
 Setting a team targets & monitor achievements
 Liaise with support units in different locations all over India
 Business Conservation in terms of Value PAN India
 Building Strategies for Improvisation in Process
 Ensuring efficient operations by maintaining speed & accuracy
 Query Handling and Complaint Resolution within TAT and Process
Improvement, Circulation of MIS.
 Mentoring & monitoring the performance of team members to ensure
efficiency in process operations and meeting of individual & group targets.
 Creating and sustaining a dynamic environment that fosters development
opportunities and motivates high performance amongst team members.
 Mapping client’s requirements, identifying improvement areas &
implementing measures to maximize customer satisfaction levels.
 Adhering to TAT & analyzing the gaps to improve the TAT in policy
Surrender Process

2. Achievements:
o Achieved 70 % of assigned target in year 2012 and 2014
o Designed the Business Requirement Document for Process
o Reviewed and Refined the Process
ICICI Bank – Rudrapur Branch Service and Compliance Manager 5th
Mar’10-June’11
Accountabilities:
 In this organization I worked as a Branch Service and Compliance Manager for a period of
Mar 2010 to June 2011
Highlights:
 Managing Branch Operations
 Team of 5 Customer Service officers
 Ensure Training for staff for new circulars and processes
 Query Handling and Complaint resolution
 Cash Desk Management.
 Ensure Adherence to Branch Audit and Compliance
 Generating and vetting MIS and Reports for Branch
 Liaise with other support units in Home Office (such as Finance, Admin, IT)
and Service centre to ensure that all local operational issues are resolved
 Cross Selling Banking Products
 Supervising the overall operations of the organization and other important
functions such as HR, Quality, etc. to monitor certain critical activities.
 Mentoring & monitoring the performance of team members to ensure
efficiency in process operations and meeting of individual & group targets.
 Creating and sustaining a dynamic environment that fosters development
opportunities and motivates high performance amongst team members.
Achievements:
 Gone through branch leadership Programme for one month
 Scored 95.4%, 7 star rating in IAD Audit.
 Basic Knowledge of 5 S.
Max New York Life Insurance -Delhi Asst. Manager Operations Sep’08 – Mar’10
Accountabilities:
 One of the Largest Private Insurance Company
Highlights:
 Responsible for customer service and service recovery
 Responsible for ensuring efficient operations by maintaining speed &
accuracy
 Ensure training of Agents and Office staff for any new process, procedures

3.  Agency Contracting Training to newly joined Agents on discrepancy
management, Work In-Progress & Anti Money Laundering guidelines laid by
discrepancy Management team and IRDA on regular intervals
 Ensure adherence to documented processes, procedures and controls.
 Responsible for renewal premium collection and maintaining persistency
 Liase with other support units in Home Office (such as Finance, Admin, IT)
and Service centre to ensure that all local operational issues are resolved
 Managing Operations at the General Office
 End-to-End Account Management including New Business handling, managing
issuance TAT, Timely publishing of various MIS/Reports and being Single point of
Custodian for all the departments.
 Regular RISK analysis of different processes by taking some good
initiatives.
 Premium Cash Handling
 Branch Administration and Vendor Management.
 Ensuring adherence to defined process guidelines for Process Control, Risk
Management, and IRDA during quality check of the applications, accepting
of Premium by cash/credit card/cheque.
 Overseeing operational activities in relation to New Business processing,
Renewals Management, Claims Management, Customer Service
Management.
 Effectively coordinating with Complaints team to resolve the escalated
customer complaints.
 Achievements:
 Yellow Belt Training Certification
 Certified for 130% renewal collection for March’09 in north zone.
 Basic Knowledge of Six Sigma, Poke Yoke, BPR, TQM Etc.
Max New York Life Insurance -Delhi Customer Relationship Officer May’06-Aug’08
Highlights:
 Servicing Direct Customers.
 Responsible for Business Retention in terms of Value and Volume across
Delhi-NCR.
 Relationship Management with High Value Direct Customers.
 Query Handling and Complaint Resolution.
 Act as a single point of contact for Direct Customers.
 Managing Business Partner’s Performance in Delhi-NCR region to ensure
target achievement in terms of Value and Volume.
 Building Strategies for Improved Performance in Delhi-NCR Region.
 Providing proper Hand-holding to Business Partner in Delhi-NCR region
 Handling team of CRO’s along with telecallers and Business Partners.
 Achievements:
 Certified for the Highest Business in Lead Generation by DCS in North
Zone.
 Highest business achievement in North Premier League Contest in DCS
category
Computer Proficiency:

4. Operating Systems Windows 98/XP/7/8
Hardware Basic knowledge of PC hardware
Knowledge Internet concepts, MS- Office
Trainings Attended:
 Six Sigma- Yellow Belt training
 Delight to Customer- TQMI
 Life Insurance Products and Riders
 Branch Leadership Program (ICICI Bank)
Academics:
 BBA from Amrapali Institute, Nanital affiliated to Kumaun University (U.A), approved by
AICTE
 MBA from Sikkim Manipal University
Personal Dossier:
Date of Birth: 01/10/1983
Address: House no.65, Block no.14, Geeta Colony, New Delhi-110031
Language Known: Hindi & English