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<pre>Array ( [var] => cut_url ) </pre> Resume for Sheetal S. for Manager / Supervisor / Team Leader / Financial Services in Quincy, Massachusetts. Search More Resumes for Manager / Supervisor / Team Leader on #CGN3GFAOR

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Resume for Sheetal S. for Manager / Supervisor / Team Leader / Financial Services in Quincy, Massachusetts

Occupation: Manager / Supervisor / Team Leader Industry: Financial Services
Country: United States City: Quincy
State: Massachusetts ZIP: 02169

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SHEETAL S S. Contact: Voice: – – . Email: Visa Status : HB

Professional Summary

I am a Post Graduate in Business Management MBA with + Years of Quality Experience in an Executive Management Role managing Client Servicing & SLA Delivery, Business Analysis & Planning, Process Outsourcing, Business Development & Marketing for demanding clients like Citibank, ICICI Bank, Tata AIG Life Insurance, HDFC Standard Life, MetLife, ICICI Prudential, Aviva etc 


Extensive cross functional exposure in BFSI domain Banking, Finance, Securities & Insurance, High Customer Orientation, People Management, Conceptualization & Execution of Greenfield projects, Out of Box thinking, Strong Process Orientation, Excellent Relationship Management skills, Endtoend Key Account Management 

Employment Summary

TechProcess Solutions An ICICI Venture Company

Organization: TechProcess is a leading provider of payment processing, Back Office Management & software solutions across a spectrum of industries with Greylock Partners, Battery Ventures and ICICI Ventures as its key investors.

Designation & Location:  Zonal Manager – Business Relations North & West Zone, Mumbai India

Profile: Overall responsible for Customer Relationship Management CRM, Process Transition & Business Development, for West & North Zone. Successfully managed large and customer focused teams to produce striking increase in internal efficiency and overall profitability.

Period of Employment: April – May

Responsibilities for Client Management Key Accounts, Business Development & Transition

  • P&L Review: Accountable for reviewing P & Ls with Director & monitoring impacts to P&Ls, Spearheading Operational Changes, Team Productivity, Staffing, Incentive Programs etc. for productivity. Managed Invoicing, Contract Adherence, Change Management & Repricing functions.
  • Business Expansion: Managing a team of business development managers across north and west zone for activities entailing mapping of new market segments, generating leads and developing them for attainment of periodical targets.
  • RFI & RFP Management: Compile RFI Request for Information/ RFP Request for Proposal; Prepare proposals according to client specifications and company's deliverables by liaising with all departments.
  • DMOQs Daily Measure of Quality: Accountable for analyzing results, reviewing Internal/External Operational Results Key Client DMOQs, Service Level, Agent Productivity, etc. Spearheading Action Planning efforts, conducting Business review as well as Internal OPS Review weekly/monthly/quarterly for smooth process efficiency.
  • Client Relationship Management Maintain quality of interaction to provide customers with World Class Experience & maintain good rapport with external and internal customers. Drafting & meeting client’s expected SLAs. Effective in conducting contract / price negotiations to optimize revenues and margin.
  • Capacity Planning: With operations head review project capacity & undertake capacity enhancement initiatives for business scalability.
  • Process Transition: Ensure flexibility, adherence to TATs without compromising on controls. Understand customer needs by conducting domain study & process mapping. Plan & implement necessary practical steps to reduce risk and potential costs. Provide approvals to requirements and transition documents.
  •    Achievements:

  • Optimized productivity to % SLA in insurance processing project inspite of stiff budgetary constraints.
  • Maintained delinquency levels below % through strict sourcing quality control.
  • Launched Insurance process encompassing entire span of customer lifecycle management – from customer origination to ongoing service and retention.
  • Successfully launched Loan processing project across all major cities of the country with strict adherence to TAT’s and golive date.
  • Ensured excellent client services & issues resolution for loan processing even under increased pressure to lower processing costs without compromising on quality controls.
  • Selected as primary resource and single point of contact SPOC of escalation in the organization for – RFPs / RFIs and SOW for all projects in banking & insurance.
  • Established "Centers of Excellence" consisting of process improvement team to ensure that best practices developed by individual teams are shared throughout the company so that all clients benefit in terms of cost savings, enhanced productivity and quality. Was awarded with ‘Best Account Manager’ of the year for this initiative.
  • Drastically improved customer service efficiency and turn around times, by over % by introducing tracker methodology.
  • Played a significant role in reducing error rate from % to % in Loan processing by introducing foolproof methodology of dual data entry.
  • Intelenet Global Services Backed by Blackstone group  

    Organization: Intelenet Global Services, backed by Blackstone global private equity player is a leading service provider with focus on providing solutions to global organizations seeking to reduce costs while consistently maintaining superior levels of service across all strata of process outsourcing and consulting.

    Designation & Location: Business Manager – CRM Banking & Insurance, Mumbai – India

    Profile: Overall responsible for Customer Relationship Management CRM & Operations. Mobilize, orchestrate, motivate and develop right group of professionals from across the organization to serve clients Citibank, Tata AIG Life Insurance, MetLife, Aviva Insurance, HDFC Standard Life, ICICI Prudential.

    Period of Employment: June – April



  • Productivity & SLA’s Ensure projects meet SLA service level agreement terms – both client and internal. Deliver to revenue contributions to ensure achievement of profitability targets for business units; Negotiate and close complex deals and third party agreements
  • Processes & systems Establish metrics to analyze and track performance of operations department. Effectively interpret management information to assist in planning and control of business including forecasting and capacity planning to maximize results
  • Relationship Management Manage daytoday relationships with strategic partners and develop a deep understanding of their products and longterm business strategies. Responsible for winning, maintaining and growing client business
  • Billing & Revenue Management – Raising Invoices, tracking, followups; Getting payments & managing shortfalls; Generating MIS for Senior Management
  • Ownership of Projects – Own the project and be responsible for all deliveries, processes and ultimate profitability. Meet all requirements by effective coordination with HR/ Admin/ Tech/ Quality/ Training to ensure smooth functioning of project. Optimize productivity per workstation and overall productivity of team.
  • Resource Management Efficient use of resources within managed processes. Spearhead entire team of executives, Team leaders, assistant managers, deputy managers, quality team, IT team and training team. Initiating and supporting Employee Motivation programs focused towards reducing absenteeism and attrition.
  • Achievements: 

  • Successfully managed key clients like Citibank collections, credit cards alliances for retention, commercial loans, Barclays bank, Tata AIG Life Insurance, MetLife, Aviva Insurance, HDFC Standard Life, ICICI Prudential.
  • Initiated and managed to successfully transition collections process for Citibank on a fast track.
  • Increased revenue of Citi project by % in a span of months by providing inputs on capacity planning, curbing attrition and incentive structure. Ensured % SLA achievement as against % SLA provided for in the agreement.
  • Managed a team size of Process Manager, Supervisor, Process Trainer, Team Leads, Team members for Tata AIG Life Insurance operations Policy Servicing, Claims, Child Plan campaign. Awarded with additional bonus for this achievement in that financial year.
  • Initiated and closed the most prestigious project of HDFC Standard Life Insurance for company which set internal benchmarks for the department in end to end policy servicing.
  • Played significant role in knowledge transfer to new teams during Acquisition & Merger activity in the organization.

    ICICI Prudential Life Insurance Co. Ltd.  

    Organization: ICICI Prudential Life Insurance Company is a joint venture between ICICI Bank one of India's foremost financial services companies and Prudential plc a leading international financial services group headquartered in UK.

    Designation & Location: Unit Manager Priority Circle, Mumbai India

    Profile: Mentor, coach and manage my team of Financial Service Advisors ensuring achievement of Operational Excellence, Productivity and Cost – effective Management within my team.

    Period of Employment: July – May  


  • Good ability to assess and understand client’s complex financial requirements especially in corporate and High Net worth Individual HNI segment. Led creation of proposals, product demonstrations and product fitment leading to solutions.
  • Invaluable contribution in Keyman and Group Insurance area. Personally involved in closure of high value deals initiated by advisors. Known and acknowledged as Unit Manager for executing big ticket deals.
  • Provide daytoday guidance to a team of professionals with responsibility for anticipating, planning and execution of effective financial business proposals and customized presentations for a wide range of clients, keeping in mind their short term and long term investment interests.
  • Recruitment of team members Insurance Advisors. Train & monitor Advisors and new Unit Managers on domain and business issues.
  • Analyze market, competition & conducting market research to identify opportunities, threats & key issues. Develop strategies & promotional programs to address key issues related to investments and taxation, create awareness.
  • Performance management: set internal targets and review team performance, conduct appraisal.
  • Maintain business relations with all existing clients, generate new business opportunities, achieve revenue goals via combination of customer acquisition, deepening and widening of existing Relationship.
  • Achievements: 

  • Awarded ‘Best Manager’ in fourth quarter for having maximum number of big ticket accounts/new businesses.
  • Won trophy of excellence for standing among top unit managers in the whole of India, twice.
  • Received an award of excellence for maximum number of keyman cases closed.
  • Increased team size from Financial Advisors to in a span of months.
  • Selected in member team to initiate the organizations operations in Middle East geography.
  • Received Gold medal for superior performance in all KPIs of goal sheet with right mix of product portfolio.
  • Won ‘Race Trophy’ and ‘Sprint Trophy’ for my team thru excellent performance in consecutive quarters.
  • Promoted from Manager – Alternate Channel to Manager – Priority Circle
  • Prior Employment  

    Navneet Publications India Ltd.

    Designated as Asst. Manager – Promotions from March to June .

    SRL Ltd. Erstwhile SRL Ranbaxy Ltd.

    Designated as Executive – Brand Marketing from April to March .  


    Masters: Master of Management Studies MBA from Narsee Monjee Institute of Management Studies, University of Mumbai

    Under Graduation: Bachelor of Science Chemistry Honors from MVLU College of Science, University of Mumbai

    Higher Secondary: Higher Secondary School Certificate from Maharashtra State Board Mumbai Division

    Secondary: Secondary School Certificate from Maharashtra State Board Mumbai Division


  • Completed ‘Business Analyst’ training, all modules
  • Completed hrs of IRDA Insurance Regulatory & Development Association training on Insurance
  • Trained on MDP Managerial Development Program
  • Proficient in all Microsoft Office packages – Word, Excel, Outlook and PowerPoint

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