1. HIMANSHU GAUR
Mobile: 9971992252, 9971722252 ~ Email: gaur24580@gmail.com
I am an enthusiastic, self-motivated and innovative individual seeking a position to become
successful and to secure a position, which would enable me to enhance the current skills
and challenge my abilities.
Career Summary
Work Experience of 8 years
8 years of hard core Operations, Sales, Customer Service and Training taught me basics of
business acquisition, Relationship Building and Client servicing.
I have experienced a thorough Exposure to Insurance & Banking industry during my work
tenure
Working with Pacesetters Business Solutions ( PNB MetLife Project ) from July 2012
Worked with ICICI Bank from 5’March’2010 to June 2011
Worked with Max Life Insurance Co. Ltd. from May 2006 to March 2010
Work Experience:
Pacesetters Business Solutions - New Delhi (PNBMetlife) Manager Operations 25July’12-Till
date
Accountabilities:
Pacesetters Business Solutions is a Business Correspondent for PNBMetLife Retention
Business PAN India
Highlights:
Handling Retention Conservation Process PAN India
Ensure Training of staff for new circulars processes and products
Team Size of 15 including Team Leaders
Responsible for handling conservation of all the Surrender, PW and Free
Look Cancellation.
Setting a team targets & monitor achievements
Liaise with support units in different locations all over India
Business Conservation in terms of Value PAN India
Building Strategies for Improvisation in Process
Ensuring efficient operations by maintaining speed & accuracy
Query Handling and Complaint Resolution within TAT and Process
Improvement, Circulation of MIS.
Mentoring & monitoring the performance of team members to ensure
efficiency in process operations and meeting of individual & group targets.
Creating and sustaining a dynamic environment that fosters development
opportunities and motivates high performance amongst team members.
Mapping client’s requirements, identifying improvement areas &
implementing measures to maximize customer satisfaction levels.
Adhering to TAT & analyzing the gaps to improve the TAT in policy
Surrender Process
2. Achievements:
o Achieved 70 % of assigned target in year 2012 and 2014
o Designed the Business Requirement Document for Process
o Reviewed and Refined the Process
ICICI Bank – Rudrapur Branch Service and Compliance Manager 5th
Mar’10-June’11
Accountabilities:
In this organization I worked as a Branch Service and Compliance Manager for a period of
Mar 2010 to June 2011
Highlights:
Managing Branch Operations
Team of 5 Customer Service officers
Ensure Training for staff for new circulars and processes
Query Handling and Complaint resolution
Cash Desk Management.
Ensure Adherence to Branch Audit and Compliance
Generating and vetting MIS and Reports for Branch
Liaise with other support units in Home Office (such as Finance, Admin, IT)
and Service centre to ensure that all local operational issues are resolved
Cross Selling Banking Products
Supervising the overall operations of the organization and other important
functions such as HR, Quality, etc. to monitor certain critical activities.
Mentoring & monitoring the performance of team members to ensure
efficiency in process operations and meeting of individual & group targets.
Creating and sustaining a dynamic environment that fosters development
opportunities and motivates high performance amongst team members.
Achievements:
Gone through branch leadership Programme for one month
Scored 95.4%, 7 star rating in IAD Audit.
Basic Knowledge of 5 S.
Max New York Life Insurance -Delhi Asst. Manager Operations Sep’08 – Mar’10
Accountabilities:
One of the Largest Private Insurance Company
Highlights:
Responsible for customer service and service recovery
Responsible for ensuring efficient operations by maintaining speed &
accuracy
Ensure training of Agents and Office staff for any new process, procedures
3. Agency Contracting Training to newly joined Agents on discrepancy
management, Work In-Progress & Anti Money Laundering guidelines laid by
discrepancy Management team and IRDA on regular intervals
Ensure adherence to documented processes, procedures and controls.
Responsible for renewal premium collection and maintaining persistency
Liase with other support units in Home Office (such as Finance, Admin, IT)
and Service centre to ensure that all local operational issues are resolved
Managing Operations at the General Office
End-to-End Account Management including New Business handling, managing
issuance TAT, Timely publishing of various MIS/Reports and being Single point of
Custodian for all the departments.
Regular RISK analysis of different processes by taking some good
initiatives.
Premium Cash Handling
Branch Administration and Vendor Management.
Ensuring adherence to defined process guidelines for Process Control, Risk
Management, and IRDA during quality check of the applications, accepting
of Premium by cash/credit card/cheque.
Overseeing operational activities in relation to New Business processing,
Renewals Management, Claims Management, Customer Service
Management.
Effectively coordinating with Complaints team to resolve the escalated
customer complaints.
Achievements:
Yellow Belt Training Certification
Certified for 130% renewal collection for March’09 in north zone.
Basic Knowledge of Six Sigma, Poke Yoke, BPR, TQM Etc.
Max New York Life Insurance -Delhi Customer Relationship Officer May’06-Aug’08
Highlights:
Servicing Direct Customers.
Responsible for Business Retention in terms of Value and Volume across
Delhi-NCR.
Relationship Management with High Value Direct Customers.
Query Handling and Complaint Resolution.
Act as a single point of contact for Direct Customers.
Managing Business Partner’s Performance in Delhi-NCR region to ensure
target achievement in terms of Value and Volume.
Building Strategies for Improved Performance in Delhi-NCR Region.
Providing proper Hand-holding to Business Partner in Delhi-NCR region
Handling team of CRO’s along with telecallers and Business Partners.
Achievements:
Certified for the Highest Business in Lead Generation by DCS in North
Zone.
Highest business achievement in North Premier League Contest in DCS
category
Computer Proficiency:
4. Operating Systems Windows 98/XP/7/8
Hardware Basic knowledge of PC hardware
Knowledge Internet concepts, MS- Office
Trainings Attended:
Six Sigma- Yellow Belt training
Delight to Customer- TQMI
Life Insurance Products and Riders
Branch Leadership Program (ICICI Bank)
Academics:
BBA from Amrapali Institute, Nanital affiliated to Kumaun University (U.A), approved by
AICTE
MBA from Sikkim Manipal University
Personal Dossier:
Date of Birth: 01/10/1983
Address: House no.65, Block no.14, Geeta Colony, New Delhi-110031
Language Known: Hindi & English