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

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 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:

Operating Systems Windows 98/XP/7/8Hardware Basic knowledge of PC hardwareKnowledge 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-110031Language Known: Hindi & English