Vikas Shrivastava has over 16 years of experience in business process management, quality management, and customer service. He is currently a Senior Manager of Business Excellence at Reliance Life Insurance, where he manages their ISO 9001:2008 certification, business process management system, and customer service quality. Previously, he held roles at Development Credit Bank and Churchill India focused on operations quality, training, customer service and claims processing. He has a Green Belt in Lean Six Sigma and is a Lead Auditor for ISO 9001.

1. Vikas Shrivastava Mobile:
28-A / 201, Sankalpsidhi CHS, Opposite Mantri Park 9322870033/9867684776
New MHADA Colony, New Dindoshi, Goregaon (E) E-Mail: shvikas1@gmail.com
Mumbai 400065
Career Objective
I perceive a need in myself to learn, develop & effectively use the knowledge & experience gained in order to
benefit the organization at the level best and at the same time to be among the top ranking service
professionals of corporate world.
Business Process Management, Quality, ISO (9001:2008), Service Quality in Customer Service, Training &
Development
Occupational Contour
Jul’04 – Aug’08 and Mar’10 – Till Date with Reliance Life Insurance Company Ltd., Mumbai as Senior
Manager- Business Excellence
 Publish Organisational performance Dashboards to CEO and Board of Director’s review periodically.
 Managing BPMS (Business Process Management System)
 Enhance / Design New Process/s across Organisation
 Planning and execution of Internal Audit plan
 Planning and execution of the ISO Certification / Surveillance Audit.
 Closure of all NCs/Observation (Audit finding, if any), raised during audits.
 Business process re-engineering (BPR) for the top 5 processes
 Service Quality in Customer Service
 Managing Customer satisfaction survey and Distribution Satisfaction survey
 Planning and execution of mystery audits and implement the best practices / process from
the Industry
 Involving leaders to capture the voice of customer through call barge in and
implementation of Suggestions / Improvements
 Identifying issues, basis customer complaints / transactional audits and conducting RCAs to
prevent recurrence
 Idea Express
 Involve mass in generation of business ideas (Cost/Savings/Operational efficiency)
 Evaluation & implementation Ideas
 Motivate mass through R & R for the best idea.
Career Sketch
 A dynamic multitasking professional with 16+ years of rich experience in Business Process
Management System(BPMS), ISO 9001:2008, Process audit as per ISO 9001:2008 standard
(QMS Audit), Operational Efficiency, Training & Development, Service Quality in Customer Service
Management,
 Currently designated with Reliance Life Insurance as Senior Manager – Business Excellence handling ISO
9001:2008, BPMS (Business Process Management System), Service Quality in Customer Service &
Operational Efficiency.
 Expertise in impetrating training in the areas of Processes & ISO 9001:2008 Quality Management
System, Operations etc.
 Proficient in managing & motivating teams for running Operations (New Business / Customer Service /
Back office) & extensive experience of developing Procedures, Service Level Standards, Automation &
Operational Policies for Business Excellences.
 Experience of conceptualising & implementing various Lean Six Sigma Quality projects and conducting
audits for continual improvements in the services.
 Effective communicator with exceptional presentation & team management skills and abilities in
leading cross-cultural teams & establishing relationships.
Core Competencies Include:
 Training & Development  Business Process Management System
 Process Audit as per ISO 9001:2008 standard  ISO Certification
 Service Quality in Customer Service Management

2.  Organising Quality training such as ISO 9001:2008, BPMS, LSS, 5S, Continual Improvement training etc.
Sales Training for Third Party Distribution – West Zone (March 2010 – Aug 2011)
 Responsible for training for Third Party Distributors TPD) for west zone which includes ( Products,
Basic of insurance etc.)
 Liaison with different department to ensure smooth functioning of back office operations such as
Policy Issuance / Dispatch / Customer Service /Claims etc. for TPD West Zone.
Notable Accomplishments @ Reliance
 Received best team (BPMS) award in Feb 2015 at RCAP level
 Identified & stopped “Rejections” in Customer Complaints/Service Requests.
 OTP based policy printing for policy document not received complaints
 Effectively initiated a Project cum campaign “Idea Express” to save the cost. Approx savings 100Cr
since inception.
 Pivotal role in receiving Pan India ISO Certification (1250 branches )
 Awarded as ‘Official Auditor’ for Reliance Capital Ltd. and audits conducted for Reliance Life
Insurance, Reliance Mutual fund, Reliance General Insurance, Reliance Money, Reliance Securities,
Reliance Commercial & Home Finance at their Corporate / Regional/ Branch Office.
 Received appreciation for implementing BPMS from the CEO Reliance Life.
 Received Appreciation from CEO and Head Business Excellence for efficiently completing “Speak
Out” (Voice of Employee - 2007) survey in the stipulated time.
 Developed TMS (Time Management System) to track the TAT for each small individual activity, PTS
(Policy Tracking system) to track the TAT of individual policy with every milestone.
 Accomplished a Quality Project to improve Quality of New Business, Underwriting, Operation Support
Centre and improved quality significantly (@ AMP Sanmar).
Sep’08 – Jun 2009 with Development Credit Bank, Mumbai as AVP- Operations Quality & Training and
Customer Service Management for PAN Bank.
 Process excellence
 Monitoring the overall functioning of processes, identifying improvement areas (Systems +
Processes) and implementing adequate measures in maximising customer satisfaction level.
 Service Quality for Liability and Investment Service Operations (LISO - NB) for the new
accounts
 Initiated the QC process in the area of operations also conducting RCA for the top 2-4
complaints and providing the resolution to the concerned team.
 Organize Compliance / Process training program (RBI Guidelines / AML / KYC/ Process) &
arrange need based periodic refresher training programs followed by the test.
 Customer Service for PAN Bank
 Reduced customer complaint through close monitoring and analysis followed by corrective
and preventive action against the problems.
 “Quality Circles” – A monthly meeting with Branch Representatives to discuss the top 5
issues being faced in day to day basis and provide appropriate solution to them.
Notable Accomplishments @ DCB
 Improved 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 working
on Sunday and other National Holidays.
Aug’03 – Jun’04 with Churchill India Pvt. Limited, Gurgaon as Team Leader - Claims
(A wholly owned subsidiary of the Group of Royal Bank of Scotland - based in Bromle y-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.

3.  Preparation of business MIS
Notable Accomplishments @ Churchill
 Successfully completed a module on Motor Underwriting.
Oct’98 – Jul’03 with GE Capital International Services (GECIS) Gurgaon
Mar’ 99 - Aug ’03 GEFA (GE Financial Assurance Services) Process Expert
Oct’ 98 - Mar’99 GEMICO (GE Mortgage Insurance Company) Process Associate
 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.
 Responsible for settling the case once it has been underwritten after ensuring all additional
requirements are in-house as per the norms.
 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.
 Generating MIS reports on weekly basis and Business MIS as per business need.
 Managing processing loan application submitted by the applicant as per the guidelines also
coordinating with the agents for any missing or incomplete information in the form.
 Responsible for informing the clients after the loan approval.
Notable Achievements @ GE
 Efficiently handled Transition of a new process called AML (American May Flower Life- remotely) from
different channel.
 Successfully accomplished two transitions, which included 8 sub processes.
 Instrumental in preparing SOP’s (Standard Operating Procedures).
 Awarded as Employee of the month many times also as Extra Miler team award.
 Received appreciation from AVP for consistently performing and exceeding customer expectations.
 Awarded Certificate of Excellence for consistently exceeding expectation also received award from
the Customer in USA.
 Nominated as Best Core Team leader and the team were awarded as the Best Team twice.
Trainings Attended @ GE
 OJT (On the Job Training) at Lynchburg-Virginia (USA) - the Centre of Excellence of GE’s Life
Insurance Industry for a period of 6 months.
 YLDP (Young leaders Development Program) a mentoring program for promising resources to enhance
their leadership skills.
 Inner GE a 2 day workshop to enhance teamwork / Team Management skills.
 DMAIC an overview on Greenbelt & Basic Quality tools.
Academia
 MBA in Systems from Vinayaka Mission University (Correspondence), Salem – Tamilnadu in 2010.
 B.A. from Jiwaji University, Gwalior in 1997.
 2 Year Diploma in Software from Aptech (Gwalior – MP) in 1999.
Certifications
 LSS Green Belt from BMGI
 Lead Auditor for ISO 9001:2008 Quality Management System
 Certified Process Auditor from Reliance Capital.
 Certified in LOMA FLMI 280 (Life Office Management Association, USA) conducted by Life & Health
Insurance, USA.
Languages Known Hindi, English Passport No. J3592740
Date of Birth 14th
July, 1976.
Marital Status Married Vikas Shrivastava