Chief Manager - Operations - BFS

- Middle level key contributor in Operations department, Handling IRDA related issues

- Manage complete Customer Support and Service Quality Verticals

- Management of complaints received through IRDA and other public portals

- Define SOP for best in class escalation experience

- Manage the MD review tracker & logically conclude the action items

- Presentation of RCA of all MD cases to MD in escalation review

- Quality monitoring of the team & ensuring SP adherence

- Identify and highlight process gaps found in the course of resolution (detailed root cause analysis & program manage the fix as well)

- Analysis of MIS & reports and propose as well as execute solutions.