Noel Sebastian Mendonsa Contact: +91 9819151801, E-Mail: noelmendonsa@gmail.

com Managerial Assignment Business Operations / Process Management / Client Relationship Management Professional Synopsis A dynamic professional with over 8 years of experience in Operations Management, Process Management, Client Servicing & Team Management. Demonstrated ability to quickly learn organizational processes, workflows, policies and procedures of the company. Deftness in handling overall functioning of processes & implementing processes in line with the pre-set guidelines. Proven track record of managing processes and streamlining workflow & creating team work environment to enhance productivity innovatively. Proficient in managing & leading teams for running successful process operations & experience of developing procedures, service standards for business excellence. Core Competencies Operations Management

Framing work direction & plan for associates after assessment of their capabilities. Preparing and presenting various weekly / monthly MIS reports pertaining to
process / productivity. Process Management

Mapping business requirements and coordinating in developing and implementing

processes in line with pre-set guidelines; spearheading process transition initiatives. implementing adequate measures to maximize customer satisfaction level. Customer Relationship Management

Monitoring the overall functioning of processes, identifying improvement areas and

Mapping customers needs, identifying improvement areas & implementing

measures to maximize customer satisfaction levels. be worked upon for improved service levels.

Interacting continuously with the customer to make sure that area of concern can Setting out quality standards for various operational areas.
Team Management

Leading, training, mentoring & monitoring the performance of team members to

ensure efficiency in process operations and meeting of individual & group targets. opportunities and motivates high performance amongst team members.

Creating and sustaining a dynamic environment that fosters development

Organisational Experience Aditya Birla Minacs /Birla SunLife Shared Services., Mumbai Training Since May07 Nov10 Role: Asst. Manager

Responsible for planning, creating and executing training programs to the callcentre executives (Inbound, Outbound and Emails)

Handled the responsibilities of preparing training materials like presentations and handbooks Responsible for providing explanations and evaluating assessment of employees during workshops and training sessions

Conducted tutorials on a one-to-one basis with the Agents Monitored and assessed the performance of agents and provided necessary feedback Participated in standardizing the learning and development procedures of the organization Responsible for delivering effective Training content according to the clients requirements

Imparted trainings on Leadership, self-development, etiquettes and induction programmes for new joiners Responsible for evaluating feedback by using prescribed format and enhanced the effectiveness of future trainings Liaised with other departments and teams of the organization to ensure smooth operations Highlights: Handled the training team comprising of 2 executive trainers and 1 Sr. Executive trainer. Trained 250 executives with the entire Product, Process and Systems with a pass percentage of above 85%. Maintained the attrition during the training at below 5%.

Setup the Advisor Helpdesk, which proved as one point contact for all sales advisors in knowing the details of policies sourced by them. This was a remarkable achievement in advisor servicing. Managed a team of 40 officers including 3 Team Coaches and 1 Team Leader; monitoring daily activities and SLA for the team.

Ensuring that the productivity of the team is achieved and average quality of the team is maintained at 95% monthly. Monitoring KRA achievement of the team and ensuring improvement in areas where the team members have failed. Mentoring the team members to be cross-functional. Understanding the Financial Businesses of the Group and preparing documentation for outsourcing. Creating presentations and work flow for client meetings. Setting up new processes for the unit. Suggested and implemented the DOB field on profile updation to reduce AHT. Suggested and implemented the email id registration over the phone.

Suggested and implemented representment of ECS and Direct Debit from Credit Card facility to help reinstatement of the lapsed policies. This helped to a great extent in increasing the persistency ratio. Suggested and implemented the process of CIP / Tpin generation for lapsed policies. Suggested and implemented changes in the Application Tracker Screen on the website, which now provides dispatch details of the policy document along with the status of the policy. This suggestion was appreciated by Mr Vikarm Mehmi (CEO BSLI) when presented to him.

Suggested for Fund Performance on the website to the investment management team at Vaman Centre and the same was then implemented on the website. Birla SunLife Insurance Co. Ltd., Mumbai Dec02-May07 Role: Policy Services: Policy Changes / Corrections like Change in Mode, Switch in Fund, Assignments, Nominations, Correction in gender, Correction in name, Correction in date of birth, Change in addresses and queries. ECS: Processing, Dishonor and queries. Executive

 Change in face amount and queries. Withdrawals & Loans and queries. Complaints Renewal and General Queries Tracking System: Preparing MIS, providing data for various reports. Scanning Vendor Management Stock Management Projects Highlights: Single handed set up of the HNI Cell, where all process, queries and complaints were handled with reduced TATs. Cost Saving: Reduced the cost of Fastner pins from Rs 1.55 to 40 paise, resulting in savings of Rs 69000.00 per annum.

Mapping BSLI data with vendor data so as to avoid mismatch of our banking details with that of the vendor, which has resulted in minimizing the no of ECS dishonours on a daily basis. Suggested and implemented faster tracking of despatch details by having the receivers name, waybill no, and the time of delivery of the original policy documents in the in-house application. Suggested, designed and implemented the Auto Response on the customer service ids to enable auto holding reply to the external customers.

Won the Service Excellence award for the month of August and September 2005. Award presented by the CEO of the company. Won the Shooting Star Award for the period March 2006 to September 2006. Arranged to dispatch 6000 policy files in one day to genesis, the scanning vendor during March 2006. In a team of 4 cleared more than 50% of the deposit reversal problem cases within the deadline. In a team of 2 cleared more than 50% of the classic life with pension rider problem cases. Helping all the teams in Policy Admin in their activities during their load.

Academic Credentials Pursuing PGDBA from Welingkar University Pursuing Associate from Insurance Institute of India Passed Licentiate from Insurance institute of India

AMFI Certified

IRDA Certified Commerce Graduate from Mumbai University. Personal Profile 20th June 1981 English, Marathi and Hindi 10, Janki Nivas, Adarsh Society, Kirol Village, Vidyavihar (W) Mumbai

Date of Birth: Languages: Address: 400086.