Bikram Suri
Head-Customer Care & Process Governance @ SBI General Insurance | Business Operations | Process Innovation | Transition | Business Process Re-Engineering and Set-Up | Compliance | Project Management | Team Management
About
As a seasoned professional with over two decades of experience, I am passionate about revolutionizing customer care and process governance. My journey has been defined by my innovative vision, strategic operations expertise, and commitment to customer service excellence. I specialize in business process re-engineering and regulatory compliance, and I have a proven track record in team leadership and transition management. ➤ WHERE CAN I ADD VALUE • Implement elite practices and standardized processes to enhance efficiency, effectiveness, and compliance. • Elevate satisfaction and retention through comprehensive customer care strategies and advanced training programs. • Ensure rigorous process adherence and regulatory compliance with meticulous audits and governance frameworks. • Mentor high-performing teams, fostering continuous improvement and innovation. • Drive business growth and service enhancement by integrating cutting-edge technologies. • Manage seamless transitions with minimal disruption, supporting staff through change. • Optimize workflows and reduce costs through business process re-engineering initiatives. • Establish and maintain processes aligned with regulatory standards, ensuring compliance and integrity. ➤ KEY ACHIEVEMENTS • Ensured precision in the processing of non-straight health proposals on a national scale. • Orchestrated efficient operations of the centralized endorsement desk, spanning across India. • Achieved customer satisfaction by delivering top-quality services in both inbound voice and non-voice processes. • Led the CKYC desk operations, facilitating swift EIA creation, and upheld rigorous audit governance practices nationwide. • Headed a team of 165 members in Customer Care & Process Governance, oversaw functions like Inbound Call Centre and Policy Issuance. • Led process re-engineering efforts resulting in reduced average call handling time and improved customer service. • Successfully conducted POC for OCR technology in Motor Claims. • Managed branch operations for 38 branches across the North & West regions, including setting up new premises. • Secured the Group Personal Accident Insurance Policy for NDMC students. ✎ About Me With a steadfast commitment to excellence and a transformative approach to leadership, I am dedicated to driving continuous improvement and innovation in every aspect of my work. Let's connect to explore how I can bring this expertise to your organization. 📧 Do reach me out at: bikramsuri63@gmail.com | +91- 9810000681
Experience
Head Customer Care and Process Governance
SBI General Insurance · Full-time
As a leader in Customer Care & Process Governance, I oversee both inbound voice and non-voice processes, ensuring excellent service delivery and customer satisfaction. Implement centralized processes for endorsements, streamlining customer request handling and ensuring consistency in documentation. Additionally, lead health proposal management, ensuring timely processing while adhering to regulations. I manage project deliveries, overseeing timelines, resource allocation, and quality assurance to meet client expectations. Robust audit governance practices ensure compliance with internal policies and industry standards, minimizing risks and enhancing efficiency. Orchestrating efficient operations of the centralized endorsement desk, I achieve high customer satisfaction. Leading CKYC operations, facilitate swift EIA creation and uphold audit standards. Managing a team of 165, oversee functions like Inbound Call Centre and Policy Issuance. Transitioning to outsourced Inbound Customer Service ensures seamless operations. Re-engineering efforts reduce call handling time, improving service. Conducting OCR technology POC in Motor Claims enhances processes. Managing branch operations across 38 locations, ensure a smooth setup. Securing the Group Personal Accident Insurance Policy for NDMC students and driving innovation in insurance technology are additional areas of contribution.
Lead Customer Care
SBI General Insurance · Full-time
Handling Customer Care - Call Centre and Centralised Endorsement Desk
Lead Agriculture and Government Relations
SBI General Insurance · Full-time
Zonal Operations Head
Bajaj Allianz General Insurance Co. Ltd. · Full-time
In my role overseeing HUB operations, managed Policy Issuance, Endorsements, and Policy dispatch, leading a team of 100+ personnel across the hub, branches, and satellite offices in the Delhi Zone. Promptly resolved queries and complaints from customers to uphold satisfaction levels and enhance their experience. I successfully implemented an Inwarding system for proposals, enabling efficient tracking and regular status updates for improved process visibility. Optimizing proposal processing by delegating Underwriting (UW) rights in the system resulted in faster and more efficient processing. Furthermore, I played a key role in establishing the New Delhi HUB for centralized policy issuance processes, ensuring seamless operations and enhanced efficiency. Managing branch operations for 21 branches in North, including satellite offices, streamlined the policy issuance process from various branches to the New Delhi HUB for centralized management and control.
Asst. Manager CPC
Aviva India · Full-time
I spearheaded the implementation of various initiatives aimed at optimizing resource allocation and cost controls in insurance operations, including an insurance stamp utilization system and an endorsement request inward system for improved visibility and cost management. Additionally, I successfully introduced an Auto Bank debit process for insurance premium payments, enhancing efficiency and convenience for customers, and streamlined the refund processing system to manage Pan-India requests more effectively. I managed the reinstatement process for Life Insurance policies, ensuring timely and accurate processing.
Branch Operations Specialist
Bajaj Allianz Life · Full-time
I handled underwriting procedures, including financial, non-medical, and medical underwriting for proposals up to 2 lakh sum assured.
Education
Master of Business Administration - MBA, International Business Management , International Business Management
2000
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