1. Vikas Shrivastava Mobile: 9322870033
28-A / 201, Sankalpsidhi CHS, Opposite Mantri Park E-Mail: shvikas1@yahoo.co.in
New MHADA Colony, New Dindoshi, Goregaon (E) Date of Birth : 14th Jul 1976
Mumbai 400065 Marital Status : Married
Synopsis
A competent professional with 17+ years of rich experience in Operations, Business Process Management, Service
Quality Management, QMS deployment, Audits and ISO 9001 Certification, Continual Improvement, Training and
Process transitions in Life Insurance, Banking & BPO domain.
Core Competencies
 Business Process Management  Service Quality & Process Excellence
 Process Audit  Continual Improvement- Lean Six Sigma
 Process Metric Definition and Measurement  Customer & Distributor Satisfaction Survey
 ISO 9001:2008 QMS Deployment &
Certification
 Idea & Innovation Management
Academia
 MBA in Systems from Vinayaka Mission University distance education (Correspondence), Salem – Tamilnadu in
2010.
 Graduation in Arts from Jiwaji University, Gwalior in 1997.
 2 Year Diploma in Software Engineering (HDSE) from Aptech (Gwalior) in 1999.
Certifications
 Certified LSS Green Belt from BMGI
 Lead Auditor for ISO 9001:2008 Quality Management System from Bureau Veritas
 Certified Process Auditor from Reliance Capital.
 Certified Internal Process auditor from DNV
 Certified in LOMA FLMI 280 (Life Office Management Association, USA) conducted by Life & Health Insurance,
USA.
Carrier Contour
Tenure Organisation Designation
Mar’16 – Present Reliance Nippon Life Insurance Company Chief Manager
Mar’13 – Mar’16 Reliance Nippon Life Insurance Company Senior Manager
Mar’10 – Mar’13 Reliance Nippon Life Insurance Company Manager
Sep’08 – Jun’09 Development Credit Bank AVP-Quality & Training
Aug’07 – Aug’08 Reliance Nippon Life Insurance Company Manager
Jul’04 – Aug’07 Reliance Nippon Life Insurance Company Assistant Manager
Aug’03 – Jun’04 Churchill India Pvt. Limited, Gurgaon Process Associate
Oct’98 – Jul’03 GE Capital International Services (GECIS) Gurgaon Process Associate
Key roles & accomplishments
Reliance Nippon Life Insurance Company (Mar’10 – Present...)
 Aligning Quality & KM Strategy with Business Strategy and Creating Quality, Customer & Process oriented
Culture across the organization.
 Monitoring the overall functioning of processes, identifying improvement areas (Systems + Processes) and
implementing adequate measures in maximising customer satisfaction level.
 Planning and execution of Internal Audit and ISO Certification / Surveillance Audit.
 Closure of all NCs/Observation (Audit finding, if any), identified during audits.
 Conducting C-sat, D-Sat, I C-Sat and Lost Customer satisfaction surveys
 Involve & encourage the mass in generation of business ideas (Cost/Savings/Operational efficiency), evaluation &
implementation of Ideas and provide the feedback to close loop with the idea originator

2.  Publish Organisational performance Dashboards to CEO and Board of Director’s review periodically.
 Tracking and monitoring the dashboard minutes and conclude logically
 Organising Quality training such as ISO 9001:2008, BPMS, LSS, 5S, Continual Improvement training etc.
 Revamped the entire BPMS at RNLIC
 Key role in the transition of Claims process from Chennai Hub to Mumbai Corporate Office
 Revamped Claims & Customer Care processes. Identified & stopped “Rejections” in Customer
Complaints/Service Requests
 Pivotal role enabling OTP based policy printing i.e. over the counter solution for policy document not received
complaints
 Training to Third Party Distributors (TPD) for west zone, that includes (Products knowledge, Basic of insurance
etc.)
AMP Sanmar ( Now Reliance Nippon Life Insurance Company (Jul’14 to Aug’08)
 Key member of 1st Quality team formed at RNLIC in Q4 2005 after Reliance took over AMP Sanmar
 Effectively initiated a Project cum campaign “Idea Express” to save the cost which has been replicated by all
LoBs of RCAP
 Pivotal role in deploying ISO 9001:2008 standards
 Developed TMS (Time Management System) to track the TAT for each small individual activity
 Developed PTS (Policy Tracking system) to track the TAT of individual policy with every milestone.
 Managed end to end 1st ever C-sat survey conducted by A C Neilsen
 Setup Quality function and started Quality program at AMP Sanmar
 Successfully completed Quality Check Project to improve Quality of New Business, Underwriting, Operation
Support Centre
Development Credit Bank (DCB) (Sep’08 – Jun’09)
 Aligning Quality & KM Strategy with Business Strategy and Creating Quality, Customer & Process oriented
Culture across the organization.
 Monitoring the overall functioning of processes, identifying improvement areas (Systems + Processes) and
implementing adequate measures in maximising customer satisfaction level.
 Improved a/c opening TAT in LISO (Liability and Investment Service Operations) from 7 days to 3 days by
implementing AOF tracker (i.e. TAT adherence improved from 47% to 84% in 6 months)
 Efficiently initiated monthly Dashboard review culture in Operations.
 Successful to divert Help Desk call on Mobile and saved entire Admin cost + Operation cost for working on
Sunday and other National Holidays.
Churchill India Pvt. Limited (Aug’03 – Jun’04) (A wholly owned subsidiary of Royal Bank of Scotland –
head quartered in Bromley-U.K.)
 Scrutiny of claim cases and preparation of claim summaries
 Performing Quality Check for documents and details admitted for claims
 Conducting one-to-one feedback session and appraising them for achieving and sustaining high-quality service
standard as per company norms.
 Preparation of business MIS
 Successfully completed a module on Motor Underwriting.
GE Capital International Services (GECIS) – (Oct’98 – Jul’03)
 Reviewing the application submitted by the proposed insured and assessing the application with reference to
his/her personal, financial, and medical background also assigning him/her to the appropriate rate class otherwise
contacting agent for any missing/incomplete info.
 Apprising the team of the weekly conference call with the customers in regards to change in procedure / products
& also tracking of the continued satisfaction of the customer regarding volume, accuracy and TAT.
 Within 18 month from joining, selected for an OJT at home office of First colony life at Lynchburg-Virginia (USA) -
the Centre of Excellence of GE’s Life Insurance Industry for a period of 6 months.
 Successfully accomplished two transitions (on site & remotely), which includes 8 sub processes.
 Efficiently handled Transition of a new process called AML (American May Flower Life- remotely) from different
channel.
 Instrumental in preparing SOP’s (Standard Operating Procedures) for the processes transitioned.
Rewards & Recognition
 Awarded the Best Quality Manager for BPMS across RCAP in FY’16
 Winner of Reliance Capital Champion team in BPMS standardization Audit Champion FY’15
 Part of winning team of 1st ever Chairman Quality Award in FY’07
 Prestigious Quality Council of India (QCI) D L Shah Award on economic of Quality under service category for
Strengthened Policy Document Delivery Model in FY’13
 Awarded as Employee of the month and Extra Miler team award @ GECIS.
 Awarded Certificate of Excellence for consistently exceeding expectation from the client in USA @ GECIS.
 Rewarded the Best Team award @ GECIS