JAYESH BHAGAT

• Multi-Region Call Center Management:Oversee daily operations of call centers across regions, implementing standardized processes to ensure consistent performance and achievement of targets.
• Campaign Management: Lead and optimize persistency collection campaigns such as Soft Lapse and Deep Lapse, leveraging data-driven insights to align strategies with broader business objectives.
• Centralized Governance & Data Security: Enhance governance by utilizing Microsoft Dynamics 365 for accurate data management and robust security protocols, conducting regular audits to maintain high standards.
• Cross-Functional Collaboration:Collaborate with departments like sales, customer service, IT, and quality assurance to identify opportunities for persistency improvement and operational efficiency.
• Quality Assurance & Feedback:Maintain call quality through regular reviews and feedback, driving continuous improvement initiatives based on performance evaluations.
• Compliance & Performance Management:Ensure compliance with company policies and industry regulations, conduct agent performance evaluations, and implement training programs for skill development.

• Project Delivery Manager
• Spearhead the integration of Microsoft Dynamics 365 with dialer systems to streamline call center operations, enhance centralized governance, and ensure robust data security.
• Lead the integration of internal systems like LA for call center agents through APIs, facilitating seamless communication and data flow across platforms.
• Manage multiple API integrations and the implementation of data analytics tools to provide real-time insights and improve decision-making processes.
• Oversee the entire project lifecycle, from gathering business requirements and obtaining necessary clearances to conducting User Acceptance Testing (UAT) and deploying solutions.
• Ensure all project activities comply with security standards and industry regulations, collaborating with IT, infosec, and other relevant departments to mitigate risks.
• Drive continuous improvement through post-implementation reviews, ensuring that project outcomes align with business objectives and deliver tangible benefits.

Responsible for managing two call centers with a combined workforce of 100+ FTEs, focusing on renewals persistency and customer retention. This role encompasses the oversight of critical campaigns, strategic planning, budget management, and process optimization to enhance productivity and customer experience.

• Call Center Management:Oversee the operations of two call centers dedicated to renewals persistency, managing a team of over 100 FTEs to ensure high performance and efficiency.
• Campaign Oversight:Lead and manage key calling campaigns including Renewals, PIVC (Pre-Issuance Verification Calling), and PPDC (Post-Persistency Due Calling), as well as specialized campaigns for Surrender Retention, COI (Cost of Insurance), NACH Bounce/Failure, Online Failure, and Deep Lapsed cases.
• Strategic Development: Develop and implement strategies aimed at exceeding last year's performance metrics in areas such as persistency, customer service, renewals, and Net Promoter Score (NPS).
• Cross-Functional Coordination:Collaborate with channel heads to drive improvements in 13th-month persistency efficiency, ensuring alignment with overall business objectives.
• Budget Management: Prepare and manage the budget for call center operations, ensuring optimal use of resources and cost-effectiveness.
• Process Improvement: Design and implement call center processes and procedures to boost productivity, streamline operations, and enhance customer satisfaction.
• KPI Monitoring:Regularly monitor and analyze key performance indicators (KPIs) such as Average Handle Time (AHT), First Call Resolution (FCR), and customer satisfaction scores, making adjustments as needed to maintain high standards.

• Led a team of 30 Full-Time Employees (FTEs) in managing the collection of unsecured personal loans for a bank. Focused on optimizing collection strategies, ensuring compliance with regulatory standards, and driving team performance to meet collection targets.
• Team Management:Supervised a team of 30 FTEs, providing guidance, support, and motivation to ensure high levels of productivity and morale.
• Collection Strategies: Developed and implemented effective strategies for recovering unsecured personal loans, focusing on maximizing recovery while maintaining customer relationships.
• Performance Monitoring:Regularly monitored team performance against targets, using data-driven insights to identify areas for improvement and take corrective actions.
• Training & Development:Conducted regular training sessions for team members to enhance their collection techniques, negotiation skills, and understanding of regulatory requirements.
• Compliance & Risk Management:Ensured all collection activities were conducted in compliance with bank policies and regulatory guidelines, minimizing risk exposure.
• Customer Interaction:Handled escalated cases, working closely with customers to resolve complex issues and negotiate repayment plans.
• Reporting:Prepared and presented regular reports on team performance, recovery rates, and key metrics to senior management, highlighting successes and areas needing attention.

• Manage the team of 30+ FTE's for Outbound Insurance process and ensure the all key metrics of performance as per the clients SLA's are met and exceeded
• Manage the Persistency buckets for Insurance Renewals
• Manage and strengthen the client relationship
• Handle escalated customer calls and guide/assist the agents to take calls in premium queue and use of customer service tool
• Manage team performance and responsible for overall development of the team
• Manage team workload distribution and structure ensure consist good performance
• Manage workflow and process associated with client retention.