Himanshu Gaur is seeking a position that allows him to utilize his 8 years of experience in operations, sales, customer service, and training in the insurance and banking industries. He has worked as a Manager of Operations at Pacesetters Business Solutions, Service and Compliance Manager at ICICI Bank, Assistant Manager of Operations and Customer Relationship Officer at Max New York Life Insurance. His experience includes managing teams, ensuring efficient operations, handling customer queries and complaints, and mentoring employees. He has a BBA from Amrapali Institute and an MBA from Sikkim Manipal University.
• A Bachelor in Commerce- Having more than 6 years of experience in managing any F & A Process with proven skills in Team Leading and setting up new processes of Accounts payable (P2P) & Order to Cash (O2C) client satisfaction and relationship building, Process Management, Handling escalations, Data & metrics reporting.
• Working as Consultant – Accounts payable (P2P) & Order to Cash (O2C) in Capgemini India Private Limited since 2013
• Held Position as Junior Officer- Banking & Operations for 1.5 Years from Apr-2012 To Aug-2013 in ICICI Bank Ltd.
• Possesses Strong Analytical, Logical, and Problem Solving & root cause analysis skills, Multi-Tasking abilities, with proven experience in utilizing people and process knowledge to assist Business Leadership Team in making critical decision.
• Hands on experience in Oracle Financial Apps, Microsoft offices, Business Objects and other Financial Reporting tools and technologies.
• Highly motivated team player with excellent Interpersonal & Presentation Skills along with Proven Communication and Organizational Leadership Qualities.
I have the insight and experience to derive business excellence and thus, making a positive difference (but not restricted) in fields of Portfolio Management, Risk Management, Strategy Planning & Implementation, Channel Partner Management, Vendor Management, Setting up BPO, Organizing & Running BPO/Call centers, Process Trainings, Process Development, Recruitments & Selections, Audit Checks & Controls, Planning Rewards & Reorganization schemes for 12 years.
My primary area of expertise is Team Management, Customer Relationship Management, Strategy Planning as per the process requirements, Actively supporting the various internal department functions by constant exchange of feedback, I have good Leadership qualities, I have been Addressing Client, Vendor & customer issues in a timely manner with zero impact on process, Have been Establishing effective working relationship to maintain good relationship with the internal & external customers.
My experience in the corporate spectrum ranges from Bank / Financial Market / Service Industry / BPO
A result oriented professional with over 16 years of diverse experience in the Outsourcing industry, with 7+ years in People Management and 4+ years in Senior Management role.
Rich experience in Health & Welfare, Defined Benefits Service Delivery, Re-engineering and Process Improvements, Budgeting, Capacity utilization, Cost estimation, setting up Quality culture across organization, Leading & Mentoring Projects.
Certified in Project Management Learning Program (PMLP), CAPM, and LEAN & Six Sigma
I have over 17 years of experience across Customer Service Management, Sales & Administration, Branch Management, Human Resource Management, Internal Auditing, Quality Assurance, Revenue Generation, Relationship Management, Liaison & Coordination and Team Management. I have innate sense of task prioritization, managerial aptitude and result oriented attitude towards accelerating organizational growth and that too in a high pressured and time bound environment.
I believe that one of my most distinguishing characteristics is the diversity of experiences I possess. As you review my resume, you would find my candidature a perfect fit for the above mentioned position. I have consistently proven my ability to handle operational and strategic levels of multiple responsibilities in crisis and pressure, while operating under rigorous deadlines.
Professional Experience history and details for Business Operations, Facilities Management, Client & Customer Relations Management, Business Thought Leader & Value Add Agent
• A Bachelor in Commerce- Having more than 6 years of experience in managing any F & A Process with proven skills in Team Leading and setting up new processes of Accounts payable (P2P) & Order to Cash (O2C) client satisfaction and relationship building, Process Management, Handling escalations, Data & metrics reporting.
• Working as Consultant – Accounts payable (P2P) & Order to Cash (O2C) in Capgemini India Private Limited since 2013
• Held Position as Junior Officer- Banking & Operations for 1.5 Years from Apr-2012 To Aug-2013 in ICICI Bank Ltd.
• Possesses Strong Analytical, Logical, and Problem Solving & root cause analysis skills, Multi-Tasking abilities, with proven experience in utilizing people and process knowledge to assist Business Leadership Team in making critical decision.
• Hands on experience in Oracle Financial Apps, Microsoft offices, Business Objects and other Financial Reporting tools and technologies.
• Highly motivated team player with excellent Interpersonal & Presentation Skills along with Proven Communication and Organizational Leadership Qualities.
I have the insight and experience to derive business excellence and thus, making a positive difference (but not restricted) in fields of Portfolio Management, Risk Management, Strategy Planning & Implementation, Channel Partner Management, Vendor Management, Setting up BPO, Organizing & Running BPO/Call centers, Process Trainings, Process Development, Recruitments & Selections, Audit Checks & Controls, Planning Rewards & Reorganization schemes for 12 years.
My primary area of expertise is Team Management, Customer Relationship Management, Strategy Planning as per the process requirements, Actively supporting the various internal department functions by constant exchange of feedback, I have good Leadership qualities, I have been Addressing Client, Vendor & customer issues in a timely manner with zero impact on process, Have been Establishing effective working relationship to maintain good relationship with the internal & external customers.
My experience in the corporate spectrum ranges from Bank / Financial Market / Service Industry / BPO
A result oriented professional with over 16 years of diverse experience in the Outsourcing industry, with 7+ years in People Management and 4+ years in Senior Management role.
Rich experience in Health & Welfare, Defined Benefits Service Delivery, Re-engineering and Process Improvements, Budgeting, Capacity utilization, Cost estimation, setting up Quality culture across organization, Leading & Mentoring Projects.
Certified in Project Management Learning Program (PMLP), CAPM, and LEAN & Six Sigma
I have over 17 years of experience across Customer Service Management, Sales & Administration, Branch Management, Human Resource Management, Internal Auditing, Quality Assurance, Revenue Generation, Relationship Management, Liaison & Coordination and Team Management. I have innate sense of task prioritization, managerial aptitude and result oriented attitude towards accelerating organizational growth and that too in a high pressured and time bound environment.
I believe that one of my most distinguishing characteristics is the diversity of experiences I possess. As you review my resume, you would find my candidature a perfect fit for the above mentioned position. I have consistently proven my ability to handle operational and strategic levels of multiple responsibilities in crisis and pressure, while operating under rigorous deadlines.
Professional Experience history and details for Business Operations, Facilities Management, Client & Customer Relations Management, Business Thought Leader & Value Add Agent
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