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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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.