Resume

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M.R. Deepak Babu
Mail: deep_rums@yahoo.co.in Mob: 8297241199
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A dynamic professional with more than 13 years of rich and extensive experience in:
-Strategic Planning -Operations & Retentions -Business Development& Customer Service
-Marketing & Sales -Client Relationship Management -Team Management
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Career Overview

 Currently Working as Manager- Sales & Training in ICICI bank for ICICI Prudential.
 Previously with Dy. Manager – Customer Service & Retention for HDFC Bank & Insurance.
 Started my career as a Business Executive(Marketing) in an Investment banking company in Coimbatore and later moved on to banking
and Financial domain, employed with American Express credit cards in a Merchant process as Team Leader- Training & Operations, then
had experience with IBM India Citibank n.a as Assistant Manager-Ops.
 Self Starter, Eye to detail, Strong Communication, Interpersonal and Analytical skills, number crunching, positive extrovert, Good Team and
People Management skills.
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Academic:

 H.Sc: (Physics, Chemistry, Mathematics) - 61% - Sowdeshwari Vidyalaya Mat. Hr. Sec. School; Coimbatore.
 Diploma: Advanced Diploma in Software Technology- 75%, CSC; Coimbatore.
 UG: B.Sc (Engg) Computer Technology - 62%, Coimbatore Institute of Technology; Coimbatore.
 PG: MBA(HR) Pursuing – Madurai Kamaraj University. Madurai.
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Job Profile: In Chronological Order
Organization: ICICI Prudential, Hyderabad Jan 13’ to Till Date’
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Designation: Manager- Sales & Training. Managing the PAN Insurance Sourcing and Process Improvement of ICICI Prudential Insurance Products.

 Responsible for consistent service delivery and profitability of the campaign and process improvement.
 Responsible for Insurance Business in through ICICI bank channel.
 Handling PAN India operations and service delivery.
 Span of Control of 9 Unit managers; Dotted line reportees of 85-100 FTE’s.
 Responsible for the revenue maximization through effective service delivery of insurance sourcing and retention of the customers.
 Span of Control of 9 Unit Managers and their performance.
 Responsible for Training them on product and process for better productivity and efficient performance.
 Maintaining training calendar for the SP’s, Phone banking Officers, Team Leaders and Unit managers.
 Updating them on recent update on product change, launch and any recent product downloads.
 Production monitoring and reporting of the process.
 Customer retention through direct(JFW) and phone modes for insurance products.
 Taking appropriate steps using best practices using lean and COPC process and audits to increase efficiency and productivity.
 Process adherence and compliance in line with bank’s IT Policies and compliance policies and as per IRDA & RBI Guidelines.
 Formulating and designing sales pitches, one pagers, premium calculators, teasers, one stop reference for products and PPT’s.
 Competitors Market analysis of insurance product mix and increasing the sales Penetration % by increasing the % of F2F.
 Quality adherence of the training conducted by the trainers and assessing the improvements of the
 Ensuring the sales force completing their targets and cascading the same to the head office.
 Reconciliation with the technology and service delivery team to achieve maximum production on daily basis.
 Grooming and mentoring the team members and appropriate guiding for the managers on product updates and compliance SOP’s.
 Reviewing the Team Performance and Discussing the RCA for any snag in the service delivery at regular intervals.
 End to End monitoring of the service and customer care & Retention operations through the bank channel.

Organization: HDFC Bank Ltd. Jan 12’ to Jan 13’

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Designation: Dy. Manager- C. S. Operations.

 Managing and responsible for Customer Service and retention HDFC Life Standard Life Insurance and Banking Customers and the retention
of the HNI and Super HNI (Imperia Customer’s Account and Insurance Policies.

 To deliver competent and consistent service in line with the set standards that results in an enhanced customer experience.
 To ensure adherence to Audit and Compliance Processes.
 To ensure that the team consistently meets the defined agent productivity targets on call handling time, Quality and cross selling of the Bank
products in order to contribute to the unit’s achievement of the revenue generation targets.
 Direct reportees of 4 Asst.Managers.
 To carry floor supervision on a continuous basis in order to ensure that the target service level is achieved.
 To ensure adequate support is provided to the bankers to enable them to handle the customer queries and complaints effectively.
 Identifying training requirements basis call evaluation carried out.
 Carry out refresher trainings for the agents in order to better their call handling skills.
 Work on improving the quality scores of the bankers who are below their benchmark.
 Implement actionable for improving IVR: Agent ratio through call conferencing/ migrations of transactions on IVR.
 Authorize financial transaction and approve the same to be processed.
 Ensure implementation of accurate and complete cust id capture by agents for the Team Managed by the Supervisor.
 Implementation of actionable on lead generation in order to generate required number of leads thereby contributing to the targeted leads /calls
ratio.
 Retention of Corporate customers and maintaining their accounts in line with the bank’s target level.
 Retention and servicing of the insurance policies of the HNI and Super HNI customers policies through HDFC Insurance.
 Adherence to process and audit requirements
 Ensure accurate and timely authentication of financial transactions
 Ensure that the bankers accurately capture the complaints related data provided by the customer.
 Ensure the bankers provide the Complaint Docket Numbers to the customers.
 To ensure accurate and timely reporting of Team MIS in the Supervisory tracking sheets as circulated.
 Visiting branches for the product reconciliation and bridging gaps in the product and process.

Organization: IBM India. May 10’ To Oct 11’.

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Designation Assistant Manager

 Responsible for the Customer service of the CITI Bank Credit card customers and retention of the CITI BANK’s GOLD Customers.

 Handling Citibank account related backend operations.

 Handling a team of 38 phone banking officers and 4 TL’s

 Calibrations of the inbound calls.

 Maintaining the TSF and the Quality of the queue on day to day basis.

 Responsible for the team performance on monthly basis.

 Ensuring the assigned tasks is met with the expected targets for the month.

 Ensuring the assigned achieve the stacks for the given month.

 Ensuring the maximum BSA is adhered at any given point of time.

 Working with the WFM to ensure smooth flow of roistering and scheduling for the assigned queue.

 Updating leave and absenteeism trackers of the agents on daily basis.

 Working closely with the quality to know more on employee strengths and weakness on the calls.

 Reviewing doing the monthly 1-o-1 on all the parameters.

 Conducting midshift huddle, fish alarm, Mystery shopping for the employees to know the awareness in products.

 Customer retention and handling escalations from customers.

 Quality compliance and driving the same on the floor.

 Conducting skip level meeting with the agents and reviewing and addressing the grievances if there is any with the respective Team Leads.

 Conducting year end Performance appraisal of the team Leads and agents.

 Conducting the employee engagement activities on round robin schedule among the AM’s to create the working environment lively and fun like.
 Compliance with the HR policies and maintaining the same and ensuring the FTE follow that.
 Ensuring the Infosec policy compliance with all the reportees.

 Attrition controlling by best practices.

 Weekly performance review with the Delivery head.

Organization: Vrudth Infotech Private Ltd. Oct 05' to Apr 10’.

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Designation: Team Lead –Training & Operations.
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 Handling of the AMEX Swiping Machine Merchants of U.S and servicing of their Insurance and renewing & retention of the merchants
policies.

 Responsible for day-to-day work, process flows and constantly endeavoring to be able to lead the team from the front.
 Responsible for service delivery of debit and transactions of the accounts.
 Responsible for required number of calls to be audited in by the quality executives and feedback shared on a daily basis.
 Reviewing of Defects with the clients and sharing their feedbacks to the agents.
 Improvement and process development from the product enhancement and customer expectation.
 Sharing the VOC’s and cascading the same to the floor.
 Maintaining the Infosec policy and see to that the compliance is met by all.
 Conducting refresher and product training for the Bottom quartile agents.
 Responsible for the Quality induction of the New bees.
 Responsible for Quality assessment for new bees and mystery calls audited for agents.
 Help, advice and guide the team members when required related to calls quality and process metrics.
 Provide functional support and direction to the team.
 Conduct Product training for the new recruits.
 Schedule and conduct the refresher training for the bottom performers on regular basis.
 Identify the training needs and recent updates in the product and create awareness of the product for the team members
 Managing customer retention desk and assisting teams dealing in individual customers
 Supervising the credit and debit and payment related calls from the Business customers and Top corporate escalation service desk.
 Handling the Insurance queries like renewing and the retention of the customers who opt for the insurance for the swiping machines which is
sourced.
 Servicing the clients on case by case basis and the insurance policy type.
 Direct the organization of work within the team including duty roasters and vacations etc.
 Ensuring all the records and documents maintained as per organizational requirements.
 Liaison with the client on quality aspects and the improvements needed for the process and technology respects.
 Responsible for motivation level and retention of manpower set by the HR team under the crucial time phase.
 Ensuring team's performance in terms of compliance with SLA, Quality, AHT, client satisfaction.
 Setting benchmarks for the team on quality and the Productivity, Target, SLA and KRA's.
 Reporting to the SDL on performance, status and any escalations from the client side and the quality parameters practiced and service levels.
 Retention of merchants and their accounts through voice and mail support.
 Ensuring orders are placed according to the BTO, MTO, or ATO Module laid down by the process owners.
 Ensuring the order full fulfillment happens according to the company laid down process and compliance with the Standard operating procedures
of the organization.
 Giving online assistance to the consignee’s using ITV (In- Transit Visibility).
 Ensuring all the 11 steps are all completed and the last 2 steps are also taken care post delivery of the goods to the consignee.
 Responsible for the shipping of the Swiping Machines of Amex for the specific consignee along with the insurance document copy
 Ensuring the consignee is in receipt of the particular type of swiping machine for which the request is sought.
 Ensuring RPV is maintained on the priorities of the customers
 Compliance with the Information Security Policies applicable for the process.
 Managing Performance Appraisal and Assessment for Mentors.
 Grooming the Team Members and motivating them to meet out the organizational targets.
 Working in accordance with the Quality policy of the client and the organization.
 Giving necessary Quality Feedbacks whenever targets dip down and working towards CSAT and maintaining the agents KRA.
 Giving daily MIS Reports on Performance and CSAT Reports of all the agents and Performance of Team members to Manager- Operations.
 Analyzing and developing the process from the quality perspective and determining the technical feasibility of the process for business
enhancements and passing the feedbacks to Manager-Operations.
 Interacting with the client and mapping their expectation with the quality and the productivity team sizing 17.
 Compliance with HR policies and timely delivery of reports pertaining to that to the HR desk.
 MIS reporting on quality of the process and the performance of the team.
 Managing and reducing attrition rate by continuously rewarding for best performances and Quality.

Reymount Bpo (Pvt) India Ltd.Coimbatore. Jun 00 ' To Sep 05'.

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Designation: Business Lead.

 Giving Guidance to clients on how to trade and improve efficiency and acquire profit through online trading of the equities in Chicago
Mercantile Exchange and acquire new customers.

 Giving live assistance to the US customers for Commodity, Currencies, and Bullions trading Investments.
 Leading a team of 50 aggressive Customer support agents to educate and give online guidelines to the customers of the financial product.
 Maintaining the current status of the customer’s Account in the system with high priority and safety and trading according to the market
fluctuations.
 Online Trading in the Chicago mercantile exchange through various markets Worldwide thru routers.
 Giving online advices regarding the Movement of stocks and the differences about the stock and commodities in the international markets for
trading.
 Educating about the SCM of the goods to the clients.
 Giving Advises for customers for Accurate trading of the Commodities thru various testing methods.
 Attaining the specified Service levels of the client on daily basis.

Achievements:
 Operations in the present company has been a profitable one because of the prompt delivery of services as a result of this ROI; has become high
when compared to the Deficit to the next quarter of the business.
 Because of my team productivity which had given significant contribution for our company billing for more amount which amounts for more
profit than forecasted in the Q4.
 Best team award for consecutive 5 months in all the Metrics framed by the client.

Profesional Certification:

Completed NISM Mutual Funds Distributors Exam

Computer Proficiency:
Utilities: MS-Office, Excel, PowerPoint, Word.

Extra Curricular Activities:

 Sports.
 Technical Member Cyber fest 2k {All India level tech symposium}.

Personal Details:

Father's Name: Rathnavelu. M

Date of Birth: 01 - 04 -1978.
Nationality: INDIAN
Religion: Hindu.

Languages Proficiency
To Read, Write, Speak: English & Tamil
To Speak: Telugu, Kannada, Tamil, and English.

Hobbies
 Reading Books.
 Listening to music.
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Sincerely
M.R. Deepak Babu.