VARUN ANAND

Mobile: +91-9920928490 ~ E-Mail: a.varun83@gmail.com

Seeking assignments in Process Developments / Operations Management/ Data Analysis & Reporting with an
organisation of repute

~ 4yrs 6 month years of experience in ~

TPA Management Customer Relationship Mgmt (CRM) Process & System Developments
Refunds Management Team Management Six Sigma Methodologies

Presently associated with ICICI Lombard GIC Ltd, as Operation Manager in Corporate House. A result-oriented leader
with expertise in devising strategies aimed at enhancing overall organisational growth, sustained profitability of operations
and improved business performance. Deft at identifying trends and making recommendations about future activities and
CRM strategies. Adept at strategizing business directions ensuring profitability in line with organizational objectives. Possess
excellent interpersonal, communication & organizational skills with proven abilities in team management, customer
relationship & effective crisis management.
Areas of Exposure

 Mapping business requirements & coordinating in developing & implementing processes in line with guidelines.
 Undertaking responsibilities of removing unnecessary procedures in processes;
 Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to
maximize customer satisfaction level.
 Defining service standards and guidelines that serve as benchmark for excellent service delivery.
 Preparing & presenting various weekly/monthly MIS reports pertaining to process and productivity.
 Framing work direction and plan for the associates after thorough assessment of their capabilities.

Professional Experience

Since Jan’08 with ICICI Lombard GIC Ltd as Operation Manager in CPU (Hyd) /Corporate House (Mumbai)
Accountabilities
FOS (Feb-08 to Apr-10)
 Handled a team of 18 members of Fresh Policy Issuance for FOS (Feet on Street) Sourcing Channel.
 SRs & mail based resolution of policy issuance & other front end queries of internal and external customers.
 Processing of Refund Entries, Preparation & Dispatch of refund cheques & proposal rejection letter with
coordination of LCU team Mumbai
TPA Mgmt (Feb-08 to Apr-10)
 Worked as Single point contact for Sales, BSG (All Verticals PAN India), Agents & Channel Partner for creating &
maintaining relationship at Presales and Post Sales Stages with UHCI as a TPA for scheduling and rescheduling of
Pre-Policy Issuance health Check ups.
 Directing the Network DCs along with service resolution by supervision of conditions as per SLA. Issuance of
periodic billings to DCs and UHCI.
 Following-up from availability of Medical Reports post medical test till pushed to U/Ws bucket for acceptance or non
acceptance of Health Proposal.
MIS (June-08 to Apr-10)
 Accountable to get prepare & publish various MISs of TAT/Ageing Analysis/Pendency Reports to relevant
stakeholders on periodic basis
 Preparation of Process Metrics, Process Scorecard & Manpower Productivity.
 Coordinated with Analytics and IT Team in system driven reports Automation Projects- This includes TAT Sheet,
Productivity Charts, U/W Dashboards, Conversions and stakeholder wise Pendencies
IT/Process Improvements (Feb-08 to till date)
 Developed & Implemented Project UHCI- Project for Scheduling pre-policy health check ups with UHCI as a TPA
for minimizing the business loss of bad risk.
 Worked as Functional IT Coordinator; Process Design & Implementation of Health Retail Segment for FOS &
Telesales Sourcing Channel.
  Accountable for Process Improvements; BRS preparation, Scoping & requirement handover, FSD Review, UAT
testing, stakeholder Sign Off, Implementation of developed process.
 Preparation of Process notes & Functional Specifications.
 Service request/Tickets (Samadhan) resolution of Quires related with process, system.
 Configuration of Plan and Premium Masters.(Initial Level)
 Worked in TTS to Omni Flow Project- Conversion of existing transaction tracking system from one PAS to another
PAS(OM to Pathfinder)
 Currently leading the responsibility of migration project from OM to pathfinder for Loan Products.
Quality Roles (Since Mar-09)
 Accountable for various Recons to ensure 0% Pendency bucket wise and conducted periodic and urgency based
process audit to maintain Quality and Hygiene in System and Processes.
 Process Audit Includes:
o Regular Audits - Policy Issuance, Dispatch- Delivery-RTO, UCV (Customer Support), Refunds.
o Urgency based – RCA of Escalated mails to Sr. Mgmt (Related with Service, Delivery, Processing,
Channel Partner Issues)
o Gap Identification, VA & NVA analysis, Feedback to BSG/Sales groups to follow SOPs.
Six Sigma Exposures (Nov-09 to Apr-10)
 Six Sigma Project of TAT Reduction under Retail Health Segment,
 Project Details: - Data gathering, Determination of TAT components, Analysis of TAT missed reasons, Partner
with process owners and business team, Preparation of Reports & Data Analysis, Training to Associates for
Significant delivery.
 CTQ – Reduction of TAT from 21 Days to 7 Days with increment from 83 % to 96 %.
 Project Duration- 5 months
Trainings (On Regular Basis)
 Arrangement of Training for BSG/ Sales/ Underwriters Team by VCs, Teleconference or Net meeting.
 Process Reviews - Preparation and Presentation of Reports for QRM and MRM to Senior Mgmt.
Highlights
 Proficiently developed systems to track various activities from sales and branch team to Central Operation Offline.
 Efficiently developed offline modules for reducing manual errors and optimizing data entry productivity with increased
manpower efficiency.
 Brought M2P cases at 0% for last 4 yrs
 Worked with NSMs, Process Heads and Strategy makers.
 Reduced the loss of bad risk from 43 lacs 18 lacs in 2009.
 Achieved 100 % TAT, 95 + % Conversion for the first & second ended Qtr-2010 (Calendar year).

Jan’05 till Jun’06 at Bharat Pharma as Sales Executive, Shahdol, M.P.

Accountabilities

 The job responsibility includes overall business development in the assigned territory, developing and maintaining
Pharma Retail Dealers
 Responsible for sales, revenue generation.
 Heading the sales team of 3 sales representatives who service the Dealers
 Collection of Payments on timely basis, Preparation and Updation of Sales Figure by MIS to Proprietor and Pharma
Companies.

Academic Credentials

2008 MBA (Finance) from IPSA, DAVV University, Indore (M.P) India with 7+ CGPA
2005 B.Com. From DAVV University, Indore (M.P.) India
2001 12th from GMHSS-Narsinghpur, Affiliated with M.P. Board (Bhopal) India
1999 10th from GMHSS-Narsinghpur, Affiliated with M.P. Board (Bhopal) India

Global Certification
Certified Six Sigma Green Belt

Summer Internship

Company: Religare Securities

Title: Commodity Market Operations, Indore
Duration: Jun’07-Jul’07

Financial Certifications

NCFM certification in
 Depository Market Module.
 AMFI Module.
 MCCP from MCX (Multi Commodity Exchange India).

IT Skills

 PAS, Customer Support Application, Tracking Modules, MS Office.2003.

Personal Dossier

Date of Birth: 2nd October 1983

Local Address: 5A/73, MMRDA, Opp. Durga Nagar JV Link Road, Jogeshwari (E), Mumbai
Permanent Address: S/o Mr. Gulshan Anand, Gali No.2, Dhanare Colony Narsinghpur -487001, M.P., India
Linguistic Abilities: English, Hindi and Punjabi

Date

Place Varun Anand.