This profile summarizes the experience of an Assistant Operations Manager with 14 years of experience in insurance operations. The individual has worked at AVIVA LIFE Insurance Co. Ltd. since 2008, starting as an Operations Executive and being promoted to Senior Operations Executive and then Assistant Operations Manager. Responsibilities have included operations monitoring, customer service, branch administration, business development, and generating reports. Prior experience includes roles at Reliance Life Insurance Co. Ltd. and GTFS Multi Services Ltd. The professional possesses an MBA and Bachelor's degree and is proficient in Microsoft Office, Windows, basic Linux and programming languages.

1. Profile Summary
A result-oriented professional with nearly 14 years of experience; presently associated with AVIVA LIFE
Insurance Co. Ltd., Bhubaneswar as Assistant Operations Manager
Skilled at cementing healthy relationship with the clients for generating business and leading workforce
towards accomplishing business and corporate goals
Resourceful planning and execution on quality service norms to resolve customer service related critical
issues and achieve customer satisfaction along with compliance to TAT, KYC, & AML
Proven success in managing administrative operations; supervising development & implementation of plans,
operations, and programs within assigned service units
Skilful at monitoring, motivating the team & workforce to enhance their efficiencies & assisting them to deliver
quality services; good team player with strong research, analytical, problem-solving and communication skills
Appointed as Nodal officer for Chasing the Legal matter at Ombudsman office.
Core Competencies
Academic Details
Executive MBA from National Institute Of Business Management,
Chennai in 2007 with 68%
B.A. from Utkal University, Orissa in 2000 with 59%
Other Course:
GNIIT from NIIT, Bhubaneswar from 2000 -2003
IT Skills
Proficient in:
o MS Office (Word, Excel, Acess & PowerPoint)
o Windows 98, NT, & XP
Basic Skills in:
o Linux 2000 Server
o C, C++, & Java
o Fox Pro
Project
Pursuing Six Sigma Yellow Belt Project
BHUPESH KUMAR SAMANTARAYA
Competent individual targeting assignments in Customer Services / Insurance
Operations / Team Management with an organisation of repute preferably in
Banking, Insurance, & Financial Services industry
Location Preference: Orissa
samanta_bhupesh@rediffmail.com +91 9337393609
Insurance Operations
Business Development
General Administration
Vendor Management
Branch Operations
Customer Service
Inventory Management
MIS / Reporting
Team Management

2. Career Timeline Organizational Experience
Nov’ 08 – Present
AVIVA LIFE Insurance Co. Ltd., Bhubaneswar, Orissa
Growth Path:
Nov’ 08 – Mar’ 11 Operations Executive
Apr’ 11 – Mar’ 12 Sr. Operations Executive
Apr’ 12 – Present Assistant Operations Manager
Key Result Areas:
Operations
Monitoring the overall functioning of processes, identifying improvement
areas and implementing adequate measures to maximise customer
satisfaction level
Generating various MIS report for apprising the top management on the
progress
Customer Service
Managing service operations for rendering and achieving quality services;
providing first line customer support by answering queries & resolving their
issues, ensuring minimum TAT
Assessing the customer feedback, evaluating areas of improvements &
providing critical feedback to the associates on improvements and
achieving higher customer satisfaction matrices
Branch Administration
Handling multiple Vendors, processing their pay-outs, sourcing different
Vendors, and supervising house-keeping staff for daily functions
Scrutinizing the application forms, transferring them on-line, receiving the
cash/cheque/DD against the New / Renewal business, following with the
policy creation as well as resolution against the RTS/CFR within the TAT for
issuance of policies
Liaison with the support functions like CPC Operations, RPC, and HNI Desk,
to ensure delivery of committed service levels to customer, and managing
the branch day-to-day functions
Business Development
Developed clientele by networking to find new customers and generating
lists of prospective clients
Completed the necessary formalities to get the policy issued; kept in touch
with customers to ensure that their service requests towards policies were
properly managed
Highlights:
Ensured that policy requirements are fulfilled, including all necessary
medical examinations and completion of appropriate forms thus enhancing
customer satisfaction by 100%
Underwriting the New Business and process them through online
and following up for enforcement within the TAT.
Increased referral business by 100%; initiated an aggressive campaign of
cold-calling, offering referral incentives and participated in networking events
Merit of ensuring 100% error free processing of FPA docket from last 3 years
Branch Administration and housekeeping
‘Stallation of Surrender’ with one policy with the amount of policy INR 16 Lakh
Previous Experience
Jun’ 07 – Nov’ 08
Reliance Life Insurance Co. Ltd., Orissa as Operations Executive
Apr’ 03 - Jun’ 07
GTFS Multi Services Ltd., Hyderabad as Executive – II (Operations)
2008 – Present
AVIVA LIFE Insurance Co.
Ltd., Bhubaneswar as
Assistant Operations Manager
2007 – 2008
Reliance Life Insurance Co. Ltd.,
Sambalpur, Orissa as
Operations Executive
2003 – 2007
GTFS Multi Services Ltd.,
Hyderabad as Executive – II
(Operations)

3. Personal Details
Date of Birth:7th Aug 1980
Languages Known:Hindi, English, Oriya, Bengali,& Telugu
Present Address:2nd Floor, Aditya Plaza Building, Sachibalaya Marg,Bhubaneswar - 751001, Orissa
Permanent Address: Chhedapadar, Post Office -Barkul,Via-Balugaon, Khurda – 752030, Orissa