1. Resume
Sreemoyee Bakshi
Deputy Manager – Customer Relations at HDFC Life
CK 157 Salt Lake City Near Tank No 9 Kolkata 700090| sreemoyeeb.bakshi@gmail.com|
+91 9674161567
Career Summary:
Eleven years of extensive, executive operations management role experience in Life Insurance Space.
Contributed to Organisational growth by executing business strategies exercising strong decision
making abilities.
Areas of impact and contribution include
Planning and Execution ( Meeting targets for Financial deliverables )
Managing Employees
Staff Development
Team Building and management.
Risk Handling and Management
Project Management
Change Management
Cross-Functional Team Leadership
Mentoring
Core Competencies:
• Excellent people manager – Persuader, influencer, leader, negotiator and delegator.
• Team work – Effectively communicates to delegate responsibilities using interpersonal skills.
• Accuracy and punctuality – Precise with details and facts.
• Objective Statement – Working in an organization that offers professional development and
interesting managerial challenges in the area of business operations management.
Experience:
COMPANY : HDFC LIFE INSURANCE COMPANY LTD
DURATION : 2nd March 2005 TO TILL DATE
DESIGNATION : Cluster Manager Branch Operations (Customer Relations)
LOCATION COVERED : Entire Orissa and Kolkata Branches
COMPANY : CITI FINANCIAL
DURATION : 1st November 2004 TO 1ST March
DESIGNATION : Customer Service Executive
JOB PROFILE : Post Sales Query Handling and Grievance Management
LOCATION COVERED : Cuttack
Key Responsibilities
2. Responsible for a Team handling New Business Procurement
Responsible for Policy Servicing & Complaint Handling ( Handling escalation and managing
change)
Managing stakeholder relationship for smooth business delivery
Responsible for Renewals and Revival collection
Responsible for Customer Retention for business continuity in form of averting surrender
Providing after Sales Service
Ensuing End to End Policy Servicing Delivery within TAT
Generation of new business leads
Ensuring Process Audit and Compliance
Significant Projects:
Customer service related projects:
Service Delivery @ HDFC Life
A project was undertaken to ensure timely service to the customers on all policy servicing & delivery
parameters. The project deliverables included reduction of TAT (Turn Around Time) through
identification of NVA's (Non Value Adding Activity) & process reengineering and improvement for
customer retention and enhanced revenue generation.
Mini HUB Set Up ( Project undertaken as part of Policy Servicing Decentralisation at Branches)
Policy Servicing ( Major and Minor Alteration process was decentralized to Branches taking
advantage of the vast process domain expertise of Branch Operations resource, enabling them with
fine tuned process checks and system enablement for Processing end to end transactions at
Branches resulting to 70% reduction in processing TAT, better service delivery , creating opportunity
of referral and repurchase by creating an environment for maintaining customized, personalized
service for our valued customers and cost reduction.
Project Undertaking for Outsourcing New Business Related Processing for HDFC Life to TCS
Was part of the change management process, right from training , preparation of process flow,
identifying checks and integration to HDFC Life system. The activity resulted in faster process,
mobilization of branch resources to concentrate on core areas like Customer Retention and
maintain long term mutually beneficial customer relation. Practicing First Time Right Process have
curbed processing deviations further reducing Cost and TAT.
Education:
Academics : Bcom (ACCOUNTANCY HONS.) Calcutta University: 1999-2001
Professional : M.B.A (INSTITUTE OF ENGINEERING AND MANAGEMENT)-2002-2004 with
specialization in finance
Certification :Associateship MAY 2011 (INSURANCE INSTITUTE OF INDIA)… Persuing Fellowship
Programme from Insurance Institute of India.
Personal details:
Languages:
Hindi (Native or bilingual proficiency)
Bengali (Native or bilingual proficiency)
English (Professional proficiency)
