1. BHAVESH B. SHAH
Mobile: +919594942131 e-Mail: nbhavesh.shah@gmail.com
A goal oriented professional with over 13+ years of cross functional experience in Strategic
Projects, Operations & Customer Services in diversified industries such as General Insurance
and Non Banking Finance Company
Overview
13+ years of work experience.
Presently associated with TATA-AIG General Insurance Company
Ltd., Mumbai as Deputy Manager – Strategic Projects.
Insightful experience of:
o Requirement gathering in General Insurance Domain.
o Preparing the Business Requirement Document & System Test
Case for all the Projects.
o Client interaction and handling user queries.
o End User training for all the Projects.
A keen analyst, highly skilled in forecasting & formulating strategies to
exploit business opportunities.
Possesses sound knowledge of Claims Management, Products, New
Business, Renewals and Policy Servicing Processes.
Understanding business need and designing a road map for further
development; extending post implementation support and providing
training to end users.
An effective communicator with honed people management,
relationship management, analytical and coordination skills.
Deft in handling project management activities which include planning,
design, scope management, estimation, resource administration and
completion of project within specified parameters.
Extensively worked on all phases of software development life cycle
such as requirements gathering, analyzing, planning, documenting,
impact analysis and monitoring progress of various projects
Effectively worked with Support & Development Team.
Maintained good rapport with various departments to ensure the
smooth flow of the function.
CAREER OBJECTIVE:
• Growing along-with the growth of the organization with the help of Diligence, Team-Effort,
Sincerity and Honesty.
• To work in a responsible position that gives me the opportunity to use my abilities and skills to
achieve results in an efficient and timely manner.
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Major Projects:
- New Website
- Document
Management
System (IBM, CM)
- Print Outsourcing
- E-Business
- Customer Portal
- Partner Portal
- Product Buy Online
- Product Renew
Online
- Website
Enhancements
- Regulatory
Requirement
2. AREAS OF EXPOSURE
Strategic Projects
• Gain respect and creating a sense of confidence among IT and business end-users by speaking
with authority the dual languages of business & technology and demonstrated a strong
technical aptitude.
• While working in developing custom business solutions, nothing is 100% predictable; hence I
Have always ensured finding ways to quickly resolve problems (if any) and move towards a
project’s successful completion.
• Currently handling core projects in TATA-AIG GIC corresponding to Website and Partner
Integration related projects.
Operational Management
• Meticulously handling and measuring the Service Levels and taking corrective action when
necessary.
• Timely coordination with in-house departments to enhance product knowledge.
• Scheduling and monitoring all functions related to operations in coordination with other
departments.
Team Management
• Motivating, training and monitoring performance of team members to ensure query resolution,
resulting in time reduction and also the customer requirement is met.
• Planning & contributing towards team targets, defining quality for the same to achieve goals.
• Designing and promoting training modules to ensure proficiency in the business.
• Introducing various schemes and incentives for the employees resulting in motivation and
increase in volume.
• Always portrayed positive energy on the floor by always willing to assist and have been always
open for challenges & responsibilities and motivated the team by converting weak performers
into top performers.
• Conducted Group Discussions & Brainstorming sessions with the team to identify & discuss
process barriers & ways to better the process.
• Good Acceptance Level from peers and the new hires.
Customer Care Management
• Worked in processes which involved a lot of interaction with customers. Mostly dealt with
issues/questions related to Policy issuance, Claim Registration etc.
• Performance Management & Mentoring.
• Ability to manage performance at all employee levels and work with all organizational levels in
varied work cultures.
• Worked as a part of the team to enhance the team’s quality to be consistent by providing SME
support for 11 new batches and shown tremendous improvement in quality by averaging over
98% consistently.
• Designing & conducting training programs to enhance productivity.
PEOPLE AND STAKEHOLDER MANAGEMENT:
• Periodic Meetings with stakeholders across Branches and POS locations.
• To Organize Monthly review with corporate Profit Centre.
• Liaise with central units in Head Office (such as F&A, IT, Agency, PC) to ensure that all
POS/branch operational issues are resolved.
• Enhance knowledge, Cross training, skill and behavior across all employees within the team.
• Monthly meetings with PDQ/IT team for process improvements.
• Daily huddles with the team and share best practices.
• Refresher training for all staff within the team.
• Create back up for key staff and lay down growth path for TOP performers.
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3. COST AND EXPENSE MANAGEMENT:
• To identify automation which will save resource and increase operational efficiency.
• Reduce Cycle time through automation.
CAREER CONTOUR
A) TATA-AIG GENERAL INSURANCE COMPANY LIMITED (Mar. 2005 – Present)
Role: Business Analyst
Current Designation: Deputy Manager–Strategic Projects
Work Profile as Deputy Manager – Strategic Projects
(1st
June’12 – Till Date)
• Preparing Business Requirement Documents (BRD) and Functional Specification.
• Carrying out requirements gathering for various modules like Buy Online, Renew Online,
Customer Portal, Partner Portal, Document Management System (IBM-CM), etc.
• Creating the System test Case for Modules like Buy Online, Renew Online, Customer Portal,
Partner Portal, Document Management System (IBM-CM), etc.
• Understanding the functional requirement by interacting with the business users and
documenting the same for the software development.
• Writing test cases and performing end to end functional testing for all the projects.
• Have worked constantly with Stakeholders, Managers and Developers to negotiate and build
consensus, plan & manage project activities and facilitate & develop business strategy.
• Being a liaison between developers & users and management & IT, I have always tried finding
the balance between individual wants and business needs and then interacted with a variety of
personality types toward a solution that works for the business.
• Have always interacted effectively with a wide range of colleagues including company leaders,
project managers and the IT staff by clearly communicating details like Project Requirements,
Business Needs, Requested Changes and Testing Results.
• Before articulating proposed changes, have always analyzed a problem and tried to understand
the necessary components of a solution and used the necessary skills in analysis, planning,
evaluation of profitability/risk, testing & administration and reporting.
Work Profile as Assistant Manager – PL Operations:
(17st
May’10 – 31st
May’12)
• Handling a team of 22 team members for Personal Lines of business.
• Daily tracking of productivity of team members.
• Ensure Policy issuance for New Business and Renewals are processed within 7 working days.
• Interact with all the internal stake holders such as Branch PLMs, CAM’s and Operations team
for clearing the pending.
• Holding bi-monthly calls with Agency Managers and Branch Personal Lines Managers.
• Managing Vendors and taking regular updates.
• Ensure that the timely PL Rule book implementation is happening.
• Co-ordinate with Corporate, Franchisee Development Managers and Franchisee partners to
ensure timely bookings and controls are in place.
• Holding bi-monthly con-call with the franchisee partners.
• Supporting Banc-assurance business and interact with Banca managers at corporate and
branch to ensure timely bookings and controls in place.
• Managing Complaints and Endorsements processing.
• Ensure booking and recon for TATA motors sourced business.
• Optimum utilization of resources.
• Pendency tracking for policy issued by customer / Producers online and ensure timely bookings
are done through interaction with IT team.
• Cover-note Control management.
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4. • Identify gaps in the process and ensure the same is removed to get higher efficiency and bring
down complaints.
• Control & Compliance: Ensure Satisfactory Audit Rating.
• Standardize and Strengthen the processes.
• Co-ordination with various retailers for data and receivables for extended warranty business.
• Ensure timely data upload in for extended warranty business received from retailers.
Work Profile as Assistant Manager – Customer Service:
(1st
Jul’08 – 31st
Jan’09)
• Handling the team of 40 people (38 Customer Service Officers and 2 Team Leaders).
• Provide leadership in developing and maintaining functional excellence.
• Overall responsibilities for directing the Operational and Administrative function of the
Customer Service Organization.
• Serves as key liaison with other functions including; Claims, Retention, Sales, Training, IT,
Human- Resource and Facilities.
• Lead the development and implementation of standardized customer service programs, policies
and procedures.
• Engages in long-range planning and ensures that goals are aligned with the business strategy.
• Responsible for career management of team members including objective setting, training,
fostering, coaching, counseling, and performance management.
• Ensuring that all the activities are performed with the proper internal controls
Work Profile as Team Leader – Customer Services:
(19th
Feb’07 – 30th
June’08)
• Leading a team of 18 Customer Service Officers handling Claim Calls.
• Identifying, planning and streamlining staffing requirements based on call volume and
projects.
• Reviewed and designed staff performance and suggested improvements in performance.
• Planned and scheduled team targets ensuring their achievement.
• Identified and timely resolved issues / need of customers.
• Kept strict vigil by applying systems and monitored the progress of new Customer Service
Officers.
• Generated several reports for the team to ensure the growth track of individual and process
wise.
• Analyzed the reason of escalations, suggested steps to reduce and hence increased customer
satisfaction.
• Ensured that 98% of RTO & ODA Claim Cheques are delivered to the end customer within 7
working days from the date of receipt of the cheque at the contact center.
• Outlier performance management - bottom 20% performers to be put in monthly escalated
coaching group.
• Daily Huddles and weekly meetings to be conducted with the team.
• Back-up to Unit manager for daily/weekly/monthly MIS preparation & circulation.
• Back-up to other TL on the floor whenever required.
• Ensured team motivation by R&R nominations for top 10% performers.
• Encourage additional floor activities and responsibilities for team to feel involved.
• Having internal competitions to achieve performance improvement and team spirit
• Sample calls to be monitored for each CSO on a monthly basis and provide documented
feedback.
• Ensured absenteeism is controlled below 3% per month.
Work Profile as Customer Service Officer:
(1st
March’05 – 18th
Feb’07)
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5. • Interaction with customers on a daily basis in order to resolve insurance and claim issues.
• Registration of claims pertaining to all lines of business (i.e. Automobile, A&H and Commercial
Lines).
• Providing claim status and policy status inquiry.
• Achieving 100% punctuality based on Shift allocated in the Shift Roster published for the Unit.
• To meet the benchmark of 95% in respect of call quality and domain evaluation scores.
• Responsible for mentoring of new recruits & groom them to effectively maintain set service
standards.
• Have managed the floor in absence of Team Leader.
B) INDIABULLS FINANCIAL SERVICES LIMITED
Loan Processing Executive Oct. 2004 - Feb. 2005
Work Profile as Loan Processing Executive:
Responsibilities:
• Developing and defining the processes for effective and efficient functioning of the team as a
whole.
• Co-ordinating with the customers regarding Loan Amount Sanctioned and the required
procedure to be followed.
• Ensuring proper collection of PDCs and other required documents for Disbursements are in
order.
• Organizing the procedure of Disbursement in a Smooth Way.
• Providing suggestions for improving the processes.
C) GE COUNTRYWIDE CONSUMER FINANCIAL SERVICES LIMITED
Executive – Customer Services Aug. 2002 - Sep. 2004
Work Profile as Customer Service Executive:
Responsibilities:
• Handling cases of Consumer Loans, Personal Loans & Auto Loans.
• Making Calls to Customers for offering Personal Loans.
• Forwarding Enquiries to Marketing Executive for Personal Loans/Auto Loans.
• Attending walk-in Customers.
• Co-ordinating with clients & Executives for attending the calls.
• Handling calls of Dealers / Customers and resolving their Queries / Complaints.
• Giving Training to the newly joined Customer Service Executives: - Software Training, Handling
Customers, Taking Calls, Sending Reports and Process Knowledge.
• Handling customer complaint regarding ‘Refund Cheques’.
• Assisting the Dealers to clear/disbursing the file.
• Transferring of customer loans from one state to another.
• Preparing “No Objection Certificate” to remove the Hypothecation of the loan.
• Generating reports: - Application Received Reports, Complaints Call Reports etc.
• Arranging for the relevant documents: -TDS Certificates, Original Bills, Other types of
customer letters & sending the same to customers.
• Tele-Verification has done for the customers (Online-Credit).
• Heading a Group of 5 Executives.
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6. EDUCATION
• Passed T.Y.B.Com from Mumbai University in the year 2001-02.
• Passed H.S.C from Maharashtra State Board in the year 1997-98.
• Passed S.S.C from Maharashtra State Board in the year 1995-96.
PROFESSIONAL DEVELOPMENT
• Undergone company training program for “Leadership Management Skills”.
• Undergone company training program for “Time Management”.
• Undergone company training program for “Analytical Skills”.
• Undergone company training program for “e-Mail Etiquette”.
• Attended workshop for Voice Modulation / Soft Skills.
• Attended 15 days workshop for “Auto Estimation - Claims”.
COMPUTER KNOWLEDGE
• Proficient with the use of Windows, MS Office, Internet.
• HTML, DHTML, ASP, VB Script, Java Script and Java.
• MS-SQL Server, Oracle-8.
STRENGTHS
• Achievement oriented with excellent people management skills and an ability to
manage change with ease.
• Proven strength in problem solving, co-ordination and analysis.
• Always ready to stretch and able to work under pressure.
PERSONAL DOSSIER
• Date of Birth: 1st February 1981.
• Address: 3B/502, Eden-Rose, Beverly Park, Opp. Cine-Max, Mira-Road (E) – 401107.
• Hobbies: Traveling, Music, Playing Snooker and Mimicry.
• Languages Known: Gujarati, English, Hindi, and Marathi.
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