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Mamta D'Souza

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Mamatha Dsouza is a senior level business operations professional with over 10 years of experience in people management, operations management, process management, training and development, and customer relationship management. She is currently seeking a senior role in banking or financial services, and has previously worked at Birla Sunlife Insurance Company and HDFC Standard Life Insurance in various managerial capacities overseeing customer service, operations, and people management. She holds a PGDBA in Banking and Insurance and an M.Com degree and is looking to leverage her extensive experience in a reputed organization.

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MAMATHA DSOUZA Mobile: 9594060941 ~ E-Mail: dsouza_mamta@yahoo.co.in Seeking senior level assignments in Business Operations with an organisation of repute preferably in Banking / Financial Services With 10+ years of enriched expertise in People Management and Business Operations - Process Management - Client Servicing - Training & Development - Quality Control - SLA Management - Team Management - Performance Management  Adept in accelerating employees’ strengths and building powerful teams that can conquer any obstacles.  Possess excellent interpersonal, communication and organizational skills with demonstrated abilities in team management and relationship management. EMPLOYMENT SCAN Birla Sunlife Insurance Company as Manager, Customer Service Dept- February 2008 The Growth Path: Senior Executive Feb’08 – July’09 Assistant Manager Aug’09 – July’15 Deputy Manager Aug’15 Manager Aug’15 – Till date Lateral movement from Zonal Operations Dec’10 To Customer Service Department through IJP Promoted from Asst. Manager to Manager in July 2015 People Management  Mentoring & monitoring the performance of employees to ensure efficiency in process operations and meeting of individual and team targets and smooth flow of complaint process.  Creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance amongst employees.  Maintaining low attrition rate through effective people management as per the business requirement. Operations Management  Framing work direction & plan for Executives / Senior Executives after assessment of their capabilities.  Preparing & presenting various weekly/monthly MIS reports pertaining to process/productivity and performance. Process Management  Monitoring the overall functioning of complaint process, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.  Identifying the possible escalation cases to ombudsman/IRDA and closing those complaints within minimal time. Training & Development  Determining training needs of Team members and conducting need based training programs to enhance their operational efficiency leading to increased productivity.  Identifying growth opportunity for team members by assigning additional tasks based on skill sets  Grooming them for next level positions Customer Relationship Management  Mapping customer’s, identifying improvement areas & implementing measures to maximize customer satisfaction level.  Setting out quality standards for Complaints resolution team, ensuring a high-quality customer experience while adhering to work processes.

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KEY HIGHLIGHTS: As Senior Executive  One point contact for West region of Maharashtra in Zonal Operations for various policy related queries of the branch and assisting in policies completion.  Managed Zonal MIS activities.  Management of Receipt Writer (Application for receipting of payments towards policies) related queries and providing receipt writer access to the Branch Operation Executives.  Assisted Branch Audit Team in Branch Audit i.e. Co-coordinating with the branches for complying with the Auditors requirements. Assisting the branches in understanding the Auditors requirement, clarification of queries. As Assistant Manager  Managing Misselling complaints resolution team.  Managed Non-Misselling complaints resolution team.  Managing escalations pertaining to walk-in customers at Head Office.  Identifying the possible escalation cases to ombudsman/IRDA and closing those complaints within minimal time.  Streamlined the co-ordination between the customer service department and various processing departments thereby ensuring timely resolution of complaints and adherence to IRDA TAT’s.  Significantly contributed in driving the team so as to achieve individual & team targets with 100% quality.  Managed 3 teams (South, West& Frontier regions) of Zonal Operations with 12 Executives/Senior Executives in providing timely resolutions.  Identifying improvement areas & implementing measures to maximize customer satisfaction level.  Setting out quality standards ensuring a high-quality customer experience while adhering to work processes.  Managing escalations from branches for completion of policies.  Pivotal in assessing and evaluating employees regularly on their performance on the basis of Poornata (performance management system) and provide a structured feedback.  Rewarded and recognized employees in order to increase morale and motivation.  Involved in Recruitment and Training of new candidates with HR Dept  Determining training needs of Executives & Senior Executives to enhance their operational efficiency leading to increased productivity. As Manager  Managing Misselling complaints team  Significantly contributed in driving the team so as to achieve revised SLA’s of individual & team TAT which was reduced to 7 days from 15 days  Implementation of new KPI of contactability in the team and ensuring the adherence of monthly target of 80%  Contributed to suggestions and new ideas for strengthening the internal processes and maintenance of data e.g.1) initiated maintenance of data on documents sent to forensic experts for signature verification, 2) Building checks in the system to monitor the incorrect tagging of complaints which will avoid delayed resolution to the customer  Ensuring the team achieved the quarterly targets of < 1% pendency of complaints which gets reported to IRDA regulatory  Introduced the monthly targets for the team of < 5% pendency of complaints which gets circulated to the Leadership team.  Personal development of senior team members in the team by assigning them additional task of mentoring the new joinees, preparation of internal daily MIS, load balancing of work in case unplanned absenteeism  Assisting the internal auditors with data related to complaints and process walk through.  Highlighting the process gaps to the external departments  Working on UAT for implementation of new CRM and providing suggestions for enhancement of the same  Providing the complaints chronology and data of management escalation to the MD and IRDA regulatory  Initiated Monthly internal TAT adherence MIS within the team.

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HDFC STANDARD LIFE INSURANCE LTD as Officer in Operations Dept - December 2003 to January 2008 As Operations Officer New Business Activities.  Scrutinizing the forms and the financial background of the clients to ensure that there are no irregularities, which may have legal implication during claim settlement.  Sending out letters to the clients in case of further requirements needed for issuing life insurance policies.  Alteration for the Pending Proposals.  Analyze and Reconcile the Ops Wait Queue.  Conversion of Proposal into Policy.  Solving pending cases in co-ordination with branches and other departments.  Ensuring TAT is maintained as per IRDA guidelines.  Conducting On the Job training Program for fresher’s.  Preparing training manuals for New Business Activities. Policy Service Activities  Minor Alteration with regards to change in Life Assured name and address  Major Alteration with regards to changes in major policy details ie change in sum assured and change in terms.  Revivals and lapsations of policies.  Fund switch/Top ups  Ensuring TAT is maintained as per IRDA guidelines  Customer service and query handling.  Handling Grievance Department related complaints.  Maintaining Productivity Report of the team.  Conducting On the Job training Program for fresher’s.  Preparing training manuals for Policy Servicing Activities.  Working on reports maintained for audit purpose. Money back Activity  Handling Money back, Portal, Annuity, Vesting Age activities  Coordination with IT for running queries.  Coordination with branches for Discrepancies in pre receipts and proposal forms.  Preparing charts and graphs for business volumes of the company.  Felicitated with Customer Service award for Jan-Mar 06 Quarter. Ocwen Financial Solutions as Customer Associate in Attribution Dept. -June 2002 to December 2003 As Customer Associate  Analyzing Scanned Images of Mortgage documents and categorizing in different groups.  Played a key role in managing team size of 5 members & ensuring adherence to 100% quality.  Mentoring Fresher’s in the team.  Working on Projects.  Preparation of Team Productivity Reports for Head Office.  Interacting with Head Office based at US for queries.  Felicitated with Excellent Customer Service Award M/s.Bhat & Mathur as Account Assistant - August 2001 to June 2002  Maintaining of Accounts in Tally.  Preparation and Finalization of Trial Balance, Profit & Loss, Balance sheet and Loan Statements.  Preparation of Projected Balance Sheet and Profit and Loss Account.  Maintaining Salary Register and preparing bills.  Bank Audit and Preparing Computation of Income

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 Filing of Income Tax Returns. SCHOLASTICS  PGDBA (DLP) in Banking,Insurance Investment from Welingkar’s Institute in 2013.  M.Com. from Mumbai University in 2000.  B.Com from H.R.College, Mumbai in 1998. ADDITIONAL QUALIFICATION  Completed Associateship in Insurance in 2010. TRAINING ATTENDED  Attended trainings on: - Managing Others. - Effective People Management. - Building Leadership Skills. PERSONAL DOSSIER Date of Birth : 1st November 1977 Address : St. Anthony’s Villa, Cottage No.2, R.No.3, Malvani Village, Bhandarwada, Malad(W), Mumbai- 400 095. Languages : English, Hindi, Marathi & Konkani.

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Mamta D'Souza

  • 1. MAMATHA DSOUZA Mobile: 9594060941 ~ E-Mail: dsouza_mamta@yahoo.co.in Seeking senior level assignments in Business Operations with an organisation of repute preferably in Banking / Financial Services With 10+ years of enriched expertise in People Management and Business Operations - Process Management - Client Servicing - Training & Development - Quality Control - SLA Management - Team Management - Performance Management  Adept in accelerating employees’ strengths and building powerful teams that can conquer any obstacles.  Possess excellent interpersonal, communication and organizational skills with demonstrated abilities in team management and relationship management. EMPLOYMENT SCAN Birla Sunlife Insurance Company as Manager, Customer Service Dept- February 2008 The Growth Path: Senior Executive Feb’08 – July’09 Assistant Manager Aug’09 – July’15 Deputy Manager Aug’15 Manager Aug’15 – Till date Lateral movement from Zonal Operations Dec’10 To Customer Service Department through IJP Promoted from Asst. Manager to Manager in July 2015 People Management  Mentoring & monitoring the performance of employees to ensure efficiency in process operations and meeting of individual and team targets and smooth flow of complaint process.  Creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance amongst employees.  Maintaining low attrition rate through effective people management as per the business requirement. Operations Management  Framing work direction & plan for Executives / Senior Executives after assessment of their capabilities.  Preparing & presenting various weekly/monthly MIS reports pertaining to process/productivity and performance. Process Management  Monitoring the overall functioning of complaint process, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.  Identifying the possible escalation cases to ombudsman/IRDA and closing those complaints within minimal time. Training & Development  Determining training needs of Team members and conducting need based training programs to enhance their operational efficiency leading to increased productivity.  Identifying growth opportunity for team members by assigning additional tasks based on skill sets  Grooming them for next level positions Customer Relationship Management  Mapping customer’s, identifying improvement areas & implementing measures to maximize customer satisfaction level.  Setting out quality standards for Complaints resolution team, ensuring a high-quality customer experience while adhering to work processes.
  • 2. KEY HIGHLIGHTS: As Senior Executive  One point contact for West region of Maharashtra in Zonal Operations for various policy related queries of the branch and assisting in policies completion.  Managed Zonal MIS activities.  Management of Receipt Writer (Application for receipting of payments towards policies) related queries and providing receipt writer access to the Branch Operation Executives.  Assisted Branch Audit Team in Branch Audit i.e. Co-coordinating with the branches for complying with the Auditors requirements. Assisting the branches in understanding the Auditors requirement, clarification of queries. As Assistant Manager  Managing Misselling complaints resolution team.  Managed Non-Misselling complaints resolution team.  Managing escalations pertaining to walk-in customers at Head Office.  Identifying the possible escalation cases to ombudsman/IRDA and closing those complaints within minimal time.  Streamlined the co-ordination between the customer service department and various processing departments thereby ensuring timely resolution of complaints and adherence to IRDA TAT’s.  Significantly contributed in driving the team so as to achieve individual & team targets with 100% quality.  Managed 3 teams (South, West& Frontier regions) of Zonal Operations with 12 Executives/Senior Executives in providing timely resolutions.  Identifying improvement areas & implementing measures to maximize customer satisfaction level.  Setting out quality standards ensuring a high-quality customer experience while adhering to work processes.  Managing escalations from branches for completion of policies.  Pivotal in assessing and evaluating employees regularly on their performance on the basis of Poornata (performance management system) and provide a structured feedback.  Rewarded and recognized employees in order to increase morale and motivation.  Involved in Recruitment and Training of new candidates with HR Dept  Determining training needs of Executives & Senior Executives to enhance their operational efficiency leading to increased productivity. As Manager  Managing Misselling complaints team  Significantly contributed in driving the team so as to achieve revised SLA’s of individual & team TAT which was reduced to 7 days from 15 days  Implementation of new KPI of contactability in the team and ensuring the adherence of monthly target of 80%  Contributed to suggestions and new ideas for strengthening the internal processes and maintenance of data e.g.1) initiated maintenance of data on documents sent to forensic experts for signature verification, 2) Building checks in the system to monitor the incorrect tagging of complaints which will avoid delayed resolution to the customer  Ensuring the team achieved the quarterly targets of < 1% pendency of complaints which gets reported to IRDA regulatory  Introduced the monthly targets for the team of < 5% pendency of complaints which gets circulated to the Leadership team.  Personal development of senior team members in the team by assigning them additional task of mentoring the new joinees, preparation of internal daily MIS, load balancing of work in case unplanned absenteeism  Assisting the internal auditors with data related to complaints and process walk through.  Highlighting the process gaps to the external departments  Working on UAT for implementation of new CRM and providing suggestions for enhancement of the same  Providing the complaints chronology and data of management escalation to the MD and IRDA regulatory  Initiated Monthly internal TAT adherence MIS within the team.
  • 3. HDFC STANDARD LIFE INSURANCE LTD as Officer in Operations Dept - December 2003 to January 2008 As Operations Officer New Business Activities.  Scrutinizing the forms and the financial background of the clients to ensure that there are no irregularities, which may have legal implication during claim settlement.  Sending out letters to the clients in case of further requirements needed for issuing life insurance policies.  Alteration for the Pending Proposals.  Analyze and Reconcile the Ops Wait Queue.  Conversion of Proposal into Policy.  Solving pending cases in co-ordination with branches and other departments.  Ensuring TAT is maintained as per IRDA guidelines.  Conducting On the Job training Program for fresher’s.  Preparing training manuals for New Business Activities. Policy Service Activities  Minor Alteration with regards to change in Life Assured name and address  Major Alteration with regards to changes in major policy details ie change in sum assured and change in terms.  Revivals and lapsations of policies.  Fund switch/Top ups  Ensuring TAT is maintained as per IRDA guidelines  Customer service and query handling.  Handling Grievance Department related complaints.  Maintaining Productivity Report of the team.  Conducting On the Job training Program for fresher’s.  Preparing training manuals for Policy Servicing Activities.  Working on reports maintained for audit purpose. Money back Activity  Handling Money back, Portal, Annuity, Vesting Age activities  Coordination with IT for running queries.  Coordination with branches for Discrepancies in pre receipts and proposal forms.  Preparing charts and graphs for business volumes of the company.  Felicitated with Customer Service award for Jan-Mar 06 Quarter. Ocwen Financial Solutions as Customer Associate in Attribution Dept. -June 2002 to December 2003 As Customer Associate  Analyzing Scanned Images of Mortgage documents and categorizing in different groups.  Played a key role in managing team size of 5 members & ensuring adherence to 100% quality.  Mentoring Fresher’s in the team.  Working on Projects.  Preparation of Team Productivity Reports for Head Office.  Interacting with Head Office based at US for queries.  Felicitated with Excellent Customer Service Award M/s.Bhat & Mathur as Account Assistant - August 2001 to June 2002  Maintaining of Accounts in Tally.  Preparation and Finalization of Trial Balance, Profit & Loss, Balance sheet and Loan Statements.  Preparation of Projected Balance Sheet and Profit and Loss Account.  Maintaining Salary Register and preparing bills.  Bank Audit and Preparing Computation of Income
  • 4.  Filing of Income Tax Returns. SCHOLASTICS  PGDBA (DLP) in Banking,Insurance Investment from Welingkar’s Institute in 2013.  M.Com. from Mumbai University in 2000.  B.Com from H.R.College, Mumbai in 1998. ADDITIONAL QUALIFICATION  Completed Associateship in Insurance in 2010. TRAINING ATTENDED  Attended trainings on: - Managing Others. - Effective People Management. - Building Leadership Skills. PERSONAL DOSSIER Date of Birth : 1st November 1977 Address : St. Anthony’s Villa, Cottage No.2, R.No.3, Malvani Village, Bhandarwada, Malad(W), Mumbai- 400 095. Languages : English, Hindi, Marathi & Konkani.