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SHEETAL S S.
– – . Email:
Visa Status : HB
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
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
Solutions An ICICI Venture Company
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
Location: Zonal Manager – Business Relations North &
West Zone, Mumbai India
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
Client Management Key Accounts, Business Development & Transition
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.
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
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.
With operations head review project capacity & undertake capacity
enhancement initiatives for business scalability.
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.
Optimized productivity to
% SLA in insurance processing project inspite of stiff budgetary
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.
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
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
Played a significant role
in reducing error rate from % to % in Loan processing by introducing
foolproof methodology of dual data entry.
Global Services Backed by Blackstone group
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
Location: Business Manager – CRM Banking & Insurance, Mumbai
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
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
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.
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
Played significant role in
knowledge transfer to new teams during Acquisition & Merger activity
in the organization.
Life Insurance Co. Ltd.
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
Location: Unit Manager Priority Circle, Mumbai India
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.
Awarded ‘Best Manager’
in fourth quarter for having maximum number of big ticket accounts/new
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
‘Race Trophy’ and ‘Sprint Trophy’ for my team thru
excellent performance in consecutive quarters.
Promoted from Manager –
Alternate Channel to Manager – Priority Circle
Designated as Asst.
Manager – Promotions from March to June .
SRL Ltd. Erstwhile
SRL Ranbaxy Ltd.
Designated as Executive
– Brand Marketing from April to March .
of Management Studies MBA from Narsee Monjee Institute of Management
Studies, University of Mumbai
Bachelor of Science Chemistry Honors from MVLU College of Science,
University of Mumbai
Higher Secondary School Certificate from Maharashtra State Board Mumbai
Secondary School Certificate from Maharashtra State Board Mumbai Division
Analyst’ training, all modules
Completed hrs of IRDA
Insurance Regulatory & Development Association training on
Trained on MDP Managerial
Proficient in all Microsoft
Office packages – Word, Excel, Outlook and PowerPoint