Debashis Jena Debashis Jena Phone: +91 9334805711 (M) / +91 674 2386227 (R)Phone: +91 9334805711 (M) / +91 674 2386227 (R)E-Mail: E-Mail: jena.debashis@rediffmail.comjena.debashis@rediffmail.com

Seeking middle level managerial assignments in Branch Sales/Operations Management / Customer Service with a growth oriented organisation.

PROFESSIONAL SYNOPSIS

A dynamic professional with over 12 years of rich experience in Branch Sales, Administration, Operations Management, Client Servicing and Team Management in the Leading Insurance industry.

Expertise in managing the entire branch operations with key focus on optimal utilisation of resources; result oriented record of streamlining the working SLA’s & SOPs for enhanced operational effectiveness.

Track record of consistently achieving the projected targets at branches, building dynamic ops team, identifying high-yielding services and products during the career span.

Implementing various initiatives for improving the operational efficiency along with effective service delivery.

Proven skills in managing teams to work in sync with the corporate set parameters & motivating them for achieving business and individual goals.

An effective communicator with excellent relationship building & interpersonal skills; strong analytical, problem solving & organisational abilities.

CORE COMPETENCIES

Branch Administration & Finance Control Implementing competent strategies for boosting the business quality with accuracy and minimize

risk involving in policies. Main objectives to avoid delay issuance .A single point of contact from HO.

Identifying Agent/Customer issues and solve at a glance to increase satisfaction level. Check branch imprest and intervene to reduce branch expenses. Match voucher day book

balance . Maintaining MIS reports and periodically submitting the reports to H.O for decision-making

purposes.

Operations Management & Quality Of Complaints resolution Setting up & maintaining CTQ (Critical To Quality) / CTP (Critical To Process) targets for the

process & team. Taking various initiatives for maintaining SLA (Service Level Agreement). Coordinating integration with support functions viz. Customer Service, Training,

IT,Underwriting, Compliance, Finance & HR. Ensuring CTQ closure: Productivity-Capacity based Turn Around Time (TAT) through time

studies & capacity planning and accuracy base-lining.

Client Servicing& Increasing Satisfaction level with Better Service

Mapping client’s requirements and ensuring rendering of effective solutions to the clients’ in-line with the specified guidelines with coordination with team members.

Identifying improvement areas & implementing measures to maximise customer satisfaction levels.

Taking escalations for resolving critical issues; ensuring CTQ delivery & business continuity. Ensuring continuous interaction with the customer to make sure that area of concern can be

worked upon for improved service levels.

Team Management Leading, mentoring & monitoring the performance of team members to ensure efficiency in

process operations and meeting dashboard targets. Creating and sustaining a dynamic environment that motivates high performance amongst all

team members.

ORGANISATIONAL EXPERIENCE

Reliance Life Insurance Co. LimitedSince Mar’07

Worked At - Berhampur Sambalpur( Odisha), Jamshedpur (Jharkhand) &Corporate Office HO-Mumbai.

Growth Path Mar’07 – Sept’07 - As Customer Care ExecutiveOct’07 – May’08 - As Senior Customer Care ExecutiveJune’08 – Mar’13- As Asst. Branch Service ManagerApril’13 -Dec’15 As Branch Service ManagerSince’Jan-16- As DY.Manager Claims (Corporate Office-HO)

Dy.Manager Claims-Death Claims

Span Of Control :-Pan India & 10 ReporteesKey Responsibility Indicators:-Death Claim Approval and Assessment, Critical case Handling and analysis Training and Review .

Key Deliverables

Handling a Team of 4 Employees .A Geography OF Pan India. Approving Of Ordinary claims upto 10 Lakhs. Processing of Ordinary claims more than 10Lakhs. Preparation of daily claims report and analysis. 100% adherence of TAT on settlement Review all the files so that not a single case goes

beyond TAT. Coordinating with Branch Ops, Finance, customercare, Underwriting ,Legal, Risk

Compliance & CRC(Claim Review Committee). Followup With Claim Assessors and guide them in assessment to critical cases. Respond to branch escalation and revert for quick solutions.

As Branch Service Manager :

Span Of Control :-8 Branches & 10 ReporteesKey Responsibility Indicators:-Quality Business logged In, Adhering Risk Mitigation Process In Branches,Branch Finance Control, Training to all reportees ,sales on

operational process ,Control On early claims ,Orphan Customer Handling .Not To Create and avoid Issues but provide resolution with immediate intervention.Key Deliverables

Spearheading a team of 2 Asst. managers & 6 Executives across 8 Branches and ensuring quality of business logged in, implementing necessary checks and balances, regular checks on whether the process is working.

Looking after new business issuance, underwriting coordination, customer care and sales operations.

Reporting, tracking and managing cash, petty cash and cheques & Demand Drafts. Managing the turnaround time for agents / customers (Internal & External). Following up and ensuring process compliance & adherence to the pre-defined standards at the

branch. Handling the customer complaints and grievances & rendering proper solutions. Responsible for coaching and developing CCEs, on Month On Month Operational Process

reiteration. Planning and implementing resource loading across branches / areas based on business

requirements. Accountable for managing the branch administrative activities including housekeeping,

maintenance, asset control, branch cleanness, discipline and payroll. Ensure timely resolution of operational and finance related issues of the assigned branches. Assuring that all the claims requirements are collected timely by the branches in coordination

with sales force & claimant and process it faster. Implementing renewal collection and proper categories follow-up process in the branches. Responsible For branch persistency ,Maximising Surrender retention and Branch Sales Through

Orphan Client.

As Branch Service Manager :Span Of Control :-Geography of 6 branches & 8 ReporteesKey Responsibility Indicators:-Quality Business logged In, Adhering Risk Mitigation Process In Branches,Branch Finance Control, Training to all reportees ,sales on operational process ,Control On early claims ,Orphan Customer Handling .Not To Create and avoid Issues but provide resolution with immediate intervention.Key Deliverables

Spearheading a team of 2 Asst. managers & 6 Executives across 8 Branches and ensuring quality of business logged in, implementing necessary checks and balances, regular checks on whether the process is working.

Looking after new business issuance, underwriting coordination, customer care and sales operations.

Reporting, tracking and managing cash, petty cash and cheques & Demand Drafts. Managing the turnaround time for agents / customers (Internal & External). Following up and ensuring process compliance & adherence to the pre-defined standards at the

branch. Handling the customer complaints and grievances & rendering proper solutions. Responsible for coaching and developing CCEs, on Month On Month Operational Process

reiteration. Planning and implementing resource loading across branches / areas based on business

requirements. Accountable for managing the branch administrative activities including housekeeping,

maintenance, asset control, branch cleanness, discipline and payroll. Ensure timely resolution of operational and finance related issues of the assigned branches. Assuring that all the claims requirements are collected timely by the branches in coordination

with sales force & claimant and process it faster. Implementing renewal collection and proper categories follow-up process in the branches.

Responsible For branch persistency ,Maximising Surrender retention and Branch Sales Through Orphan Client.

As Senior Customer Care Executive: Supervising a vibrant team to provide service delivery to internal and external customers

through error free transaction processing. Maintaining effective communication & follow-up with internal customers to ensuring service

delivery as per the defined Turn-Around-Time (TAT) and Service Level Agreement (SLA). Conceptualising, preparing and maintaining a detailed MIS for on a daily / weekly basis. Participating in the formulation and implementation of new processes. Taking initiatives for improving the productivity and efficiency of the team through process re-

engineering and automation. Spearheading all the branch operations across Berhampur and nearby locations. Rendering guidance to 1 Branch CCE, 4 Spoke Branch CCE regarding operations & work in

Branch operational process that as in Reliance. Responsible for scruitinising and providing operation procedure guidance to Customer Care

Executive.

As Customer Care Executive: Checking & updating various Registers viz., Attendance Register, Premium Collection Register,

Petty Cash Register, Bond Delivered Register, Asset Register, Material In / Out Register for branch audit.

Preparing the MIS for Regional Operation Manager and Head Business Process. Monitoring the stock records for AARs, Proposal Form, Advisor Kit Bags, Postage, Revenue

Stamps, etc. Responsible for receipt on Web Receipting System and providing the receipt to Advisor / Client. Updating the proposal form in LIFE ASIA software and creating the contracts for the client. Generating PIS for Cash, Cheque & DD and updating it according to Bank code of the branch. Updating various trackers viz., NB Tracker for new business, NB Discrepancy Tracker, Cheque

Bounce Tracker, Petty Cash Tracker, Complains Tracker for compliance and audits. Coordinating with CMS pupil for Cash, Cheque and DD deposit within the TAT. Updating the SM, Advisor / Client about cheque dishonour and pursuing them to deposit it within

the TAT. Handing matters pertaining to the Check Advisor Recruitment Form & Proposal Form and

checking the DCTM required for taking the policy. Ensuring adherence to the KYC and AML rules and maintaining the Suspicious Transaction

Records. Resolving the customer queries (Inquiries, Request & Complaints) within the TAT in RCRM

(Reliance Customer Relationship Management) system. Following up with:

- TTK Health Care for Medical Examination of clients.- CMS pupil for software and hardware problems.

Updating the renewal tracker & collecting the renewals from Client, Advisors, SM & updating it in LIFE ASIA.

Receiving the claims and forwarding it within TAT to H.O. and providing the required DCTM to claimant and processing it till requirement not finished.

Conducting the Advisor Training in Training Institute and arranging the basic requirements for them.

Distributing the Advisor Commission Cheques and updating the tracker. Assuring compliance to IRDA regulations, e.g. Advisor Cheques, Benefit Illustration & MIS

Selling Rebating. Reviewing the joining kit of the newly joined employees, receiving the DCTM and forwarding it

to HO.

Forwarding the Policy Owner Service requirement to Customer Service Department and resolving the request.

Depositing the TOPUP amount in prescribe fund and tell the client about their fund values.

PREVIOUS EXPERIENCE

Tenure Company Name DesignationFeb’04 – Mar’07 Max New York Life Insurance Co. Limited, Kolkatta

Operation Executive

PROFESSIONAL COURSE Course in Tally (7.2) from Tally Institute of India in 2004.

QUALIFICATIONS P.G. Diploma in Computer Application (PGDCA) – Computer Application from NICE Academy in

2001. Bachelors Degree in Science (B.Sc.) with Distintion from Utkal University in 2002.

IT SKILLS – Windows, Tally, MS Office & Internet Applications

PERSONAL DETAILS Date of Birth : 17th June 1980 Residential Address : AT: Flot No.: B-1/2,Swapna Complex,Ramnagar- Road 2-6

Connector, Kadma,Jamshedpur, – 831005,. Father’s Name : Sri Giridhari Jena Mother’s Name : Srimati Kamala Jena Marital Status : Married Nationality : Indian

DECLARATION

I do hereby declare that the above information furnished by me is true to the best of my knowledge and belief.

Place:Jamshedpur Debashis JenaDate:05/12/2015 Signature