 Competent and result oriented professional with 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.

1. MANGAL JANI
‘Annapurna’ 41/B Pavitranagar Society, Opp Cadila Lab, Ghodhasar, Ahmedabad - 380050
Contact: +91 9825256675; Email: mangal.jani@gmail.com; Date of Birth: 1st August, 1973
OPERATIONS MANAGEMENT PROFESSIONAL
Offering over 17 years of rich and diversified experience; seeking managerial level assignment across the industry
PROFILE
 Competent and result oriented professional with 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.
 Well versed in ensuring better branch operations and providing consistency in delivering service and excelling benchmarked
service levels. Natural flair for buildingrelations,customer serviceand proven abilities in achieving optimum level of customer
satisfaction.
 Expertise in driving growth of company revenues, turning around the Branch into profit centers and improving business
performance through innovative initiatives. Skilled in managing the overall operational and administrative responsibilities of
branch also managing the revenue and profitability of the branch.
 Proficient in contributing to Human Resource Management by reviewing and understanding organization’s mission, strategic
objectives and policies.
 Possess well developed communication, coordination, problem solving and relationship building skills with the ability to make
an effective contribution to the performance of a team with good leadership and motivating capabilities.
Core Competencies
Executive Administration ProfitCenter Operations Sales & Marketing Business Development
Pre-Sales Coordination OfficeManagement Risk Management ConflictResolution
ClientServicing Analytical Skills Documentation & Reporting Team Management
Staff Leadership/ Motivation Training& Development Communication Skills Interpersonal Skills
PROFESSIONAL EXPERIENCE Since April-2016
Shriram Life Insurance Company Limited.
Regional Head Operations ( Gujarat & Rajasthan)
Job Specification:- Ensure the efficiency of Branch Operations of the region at optimum cost, achievement of business targets on
persistency, business retention, lead generation, transactional quality, improving customer engagement and contribute to the
development of the regional operations function.
Roles & Responsibilites:-
 Managing more than 38 branches of Gujarat & Rajasthan.
 Having a team size of 40 people reporting to me in the region.
 Managing sales force of 4-ARMs,40 AAMs, 200 FLMs and 150 SOs across the region.
 Ensure Regional Operation Coordinators in the region are consistently achieving highest norms of quality and service
levels across the industry.
 Achievement of business targets of the region on lead generation, persistency and business retention.
 Ensure regulatory compliance on all areas.
 Analyze and rollout initiatives for achieving high level of customer service standards.
 Take initiatives to improve customer satisfaction scores of the region.
 Enhancing cross-functional relationships, relationship with distribution partners.
 Coordination with DO operations and customer service for escalated cases.
 Work closely with Zonal & Regional Sales leadership to boost business objectives.
 Branch BOC rollup responsibilities along with participation in other initiatives, creating working alliances and drive
large initiatives and ensure overall upgrade of the region.
 Responsibilities for practices/values/vision of the regions.

2. Knowledge:-
 Understanding of defined system, practice, method of procedure within the or outside Shriram life.
 Understand insurance business and have ability to understand/quantify areas to facilitate operational decision.
 Work related skills having excellent customer relationship management and customer service skills.
 Excellent verbal and written communication skills.
 Proven people management skills, Ability to identify opportunities and convert them to key outcomes for the region
and zone.
 Excellent problem solving, relationship building and decision making skills.
Eeasy World Vision. Since Sept-2015
Manager Branch Operation & Customer Service –Gujarat.
 To oversee visa and Immigration of all aspects of the Visa and
 Immigration Service, ensuring that the process runs smoothly.
 Visa and Immigration interviewing all clients and deal with all applications face to face and by post to ensure that the
client is suitable.
 Oversee the completion of all relevant visa and immigration documents and ensure that they are received within the
time limit set by the government.
 Visa and Immigration to ensure that all of the information provided by the client is accurate and correct, preparing
and checking all legal documents.
 Visa and Immigration to prepare all fee quotes and any information required by clients, colleagues or authorities.
 Maintain strong working relationships with all clients and colleagues.
 Visa and Immigration to help the client to obtain Visas, Green cards and other documentation required.
 To take full responsibility of all Immigration issues and operations, remaining up to date with any changes to
legislation.
 As the Visa and Immigration Consultant required train some HR staff to enhance their understanding of immigration
rules to help them to fulfill their roles to a high level.
HDFC STANDARD LIFE INSURANCE CO. LTD. Since Apr 2002
Deputy Manager (Human Resource) - Gujarat (Jul 2014 – Aug 2015)
Deputy Manager (Quality & Audit) - Gujarat (Jul 2011 – Jul 2014)
Cluster Manager Branch Operations (Customer Service) Ahmedabad – North Gujarat (Jul 2008 – Jul 2011)
Executive – Branch Operations (Customer Service)-Vadodara-South Gujarat (Dec 2006 – Jul 2008)
Branch Operations Officer (Customer Service) - Rajkot (Apr 2002 – Dec 2006)
 Responsible for maintaining service excellence culture within the organization. Identifying opportunities to improve
productivity, efficiency and ensuring organization’s policies & procedures are complied with service quality norms.
 Conceptualising and executing strategies to achieve Branch targets and ensure Growth on % Per Month for the Branch with
ethical Practices.
 Efficiently performing dashboards analysis for the complete processes also deciding, evaluating the missions, objectives,
strengths and weaknesses of HR department to determine their roles in achieving the business's mission.
 Proficiently improvingthe operational systems,processes and policies in supportof organizationsmission, specifically, support
better management reporting, information flow and management, business process and organizational planning.
 Executing routine functions of various departments, ranging from sales & operations to general administration.
 Creating and sustaining a dynamic environment that fosters development opportunities and motivates performance among
team members.
 Inculcating professional competencies amongst the staff enabling their professional development and adding value to the
organization’s human resource.
 Efficiently managing branch operations with key focus on bottom line profitability by ensuring optimal utilization of available
resources.
 Organizing periodical meetings with staff members to review organizational performance and contribute towards the
organizational goal.
 Developing, motivating and educating the staff members on various operational matters and guiding them towards successful
outcomes and attainment of business objectives.
 Accountable for managingbusiness operations with key focus for increasingrevenues for the organization while identifying new
business.

3. As a Deputy Manager (Human Resource), Gujarat.
 Achieved recruitment targets within defined TAT’s. Ensured implementation of cost effective sources and methods of
recruitment.
 Ensured efficient HR support for existing employees also ensured an ongoing communication with internal stakeholders.
 Responsible for counseling and resolution of employee issues. Provided guidance to employees on various HR policies and
initiatives.
 Coordinated the induction of other senior resources as part of company familiarization. Ensured Organization Vision & Values
are practiced in the right spirit.
 Provided periodic recruitment and attrition MIS and dashboards. Ensured timely and accurate MIS as per requirement and
record keeping.
 Managed employee conflict and issues. Ensured compliance to organization values, malpractices matrix and code of conduct
 Understood the key business parameters and partner the performance management process.
 Ensured the implementations of rewards & recognition program, employee connect and enhanced HR reach to employees by
cultivating an employee friendly HR approach.
As a Deputy Manager (Quality & Audit), Gujarat.
 Responsible for Project Management, Process Assurance and Five 5S (Work Place Management).
 Supported Critical Green Belt projects. Ensured timely closure of projects with desired outcome with effective use of the Quality
tools including MS Projects.
 Received formal acknowledgment from finance on the closure & financial benefits. Conducted process assurance assessments
for the identified processes. Identified risk & process gaps also prepared assessment reports.
 Collaborated with process owners to identify mitigation actions also contributed in process improvement.
 Ensured the implementation of Five S in new branches in coordination with the Branch head.
 Managed the execution of 5S sustenance strategy and achieving 85% + in audit scores .
As a Cluster Manager Operations (Customer Service) Ahmedabad-Gujarat.
 Achieved 100% up sell sales targets from walk in customers at all branches assigned.
 Involved in launchingthe Operations in New branches with keeping pace with aggressiveexpansion plan of Company in Gujarat.
 Instrumental in revamping the existing processes and refinement. Played an instrumental role in designing a process for return
Policy documents.
 Declared Zonal winner of Revivals Milestone day for both the times.
 Launched “Mission Sanyo” a campaign to facilitate Sales for faster conversions which took up regional conversion ratio up to
99.65%.
 Successfully launched a Revival Drive with Banc assurance team “Together No1 and managed to collect a revival premium of Rs
93 Lakhs in 3 days.
As an Executive - Operations (Customer Service), Vadodara-South Gujarat.
 Responsible for launching the Operations in branches like Ankleshwar, Karelibaug-Vadodara, Nadiad, Anand and Godhra.
 Completed branches up sell sales targets to walk in customers at branches.
 Awarded as the Best Cluster across West Zone for SI/ECS Activation and overall conversions. This was under contest “Together
No 1” in Oct 2007.
 Helped Claims department in various critical cases of Ahmedabad Region that leaded to right closure of the case. Post personal
investigations done at local level.
As a Branch Operations Officer (Customer Service), Rajkot.
 Maintained Six Sigma Level in customer service and operations.
 Deputed across all the branches of Gujarat for carrying on operations audits. Generated sales leads from existing customers.

4. GE Countrywide Finance, AHMEDABAD May 2000 – Apr 2002
Credit Officer (NBFC)
 Accountable for credit appraisal of Auto, Two Wheeler & Personal Loans. Maintained defined TAT for approvals &
Disbursements.
 Achievement: Won “The Best Credit Officer Award” across the zone in 2000.
KATARIA FINLEASE PVT. LTD. Jul 1998 – May 2000
Officer Back Office Operations (Automobile Sector)
 Handled two wheeler & Four Wheeler finance.
 Efficiently managed the two wheeler finance department from sales to disbursement bank/ cash related activities, reporting,
reconciliations, data entry for day to day operational functions, funds management, customer services , etc.
EDUCATIONAL CREDENTIALS
MBA (Finance)
B.Com
Technical Skills
MS Office,MicrosoftWindows and Internet Application
Certificates
 Certified Lean Six Sigma Green Belt
 Have got ‘A’ certificate in NCC.
Achievements
 Represented Gujarat in Swimming at Inter School Competition.
 Completed 100 hours training of IRDA from School net Institute at Rajkot.
Languages Known: English, Hindi and Gujarati
References: Available on Request.