Rozmin Lalani
Lilburn,GA
Summary
To obtain a position in one of the best industry in the market and to shine out in that industry and give my best for the same. Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
25
25
years of professional experience
Work History
Chief Operations Manager
Kotak Life Insurance
06.2021 - Current
- Championed staff development programs, enhancing employee skills and retention rates significantly.
- Enhanced organizational efficiency through the development of targeted performance metrics and KPIs.
- Closed performance gaps by analyzing data insights and implementing targeted interventions for continuous improvement efforts.
- Achieved corporate sustainability targets through the implementation of eco-friendly practices throughout company operations.
Manager (Central Branch ops- Inward and Mandate registration Unit)
Kotak Life Insurance (Head Office)
07.2014 - Current
- Managing the team of 11 and managing the vendor for Registration of mandate
- Monitoring the for clearance of inward received from Branches
- Monitoring the inward received is handover to respective Departments
- Preparing monthly report & Analysis for error done by Branches
- Escalations and timely resolving of queries Received on mails
- Monitoring the inward productivity
- Mandate registration process
- Monitoring the vendor productivity of processing of mandate With updation in system
- Rejection Management (Level 1 & Level 2) Master updation & Dispatch to Branches
- Monitoring all recon activity done in stipulated given time
- Monitoring Complain Management (Mail Management)
- Releasing fortnightly dash board for registration and rejection to management, Branches and Sales
- Review of DORG of team members
- Team Review & Analytics Meet
- Involved in Ops automation project of the department, Overseeing the UAT and providing signing off on the results Of the projects
- Reporting to Chief Manager (Operation).
Deputy Manager (Central Branch ops- End to End processing Unit)
Kotak Life Insurance (Head Office)
07.2014 - 07.2016
- Escalations and timely resolving of queries Received on mail’s Received from SPOCS and Sales
- Following up with the internal department for clearance of the Bucket
- Monitoring internal depart buckets with intraday reports Release for clearance
- Preparing monthly report & Analysis for delay conversions Presented to management
- Reporting to Sr
- Manager (Operation).
Deputy Manager (Central Branch ops- E-Insurance)
Kotak Life Insurance (Head Office)
07.2011 - 07.2014
- Responsible for Quality Check in the proposal form, documents received from Client’s
- Maintain the same in MIS for Current and future reference
- Follow up of the new business proposal form till conversion of the policy
- Assisting Customer in Medical Checkup by direct coordination with medical centers and company branches Pan India
- Driving ECS & Persistency for the organization and achieved set target assigned to team
- Conducting Monthly Branch Process Audits and Inspection
- Handling client escalations and ensuring end to end closure
- Consent and query handling of the existing and prospective clients and resolving the same by Coordinating with New Business, Underwriting, Medical, Policy servicing and Accounts team within Stipulated TAT
- New Joinee training Branch for Operational Process and Proposal Form Login
- Escalations and timely resolving of queries
- Reporting to Branch operation Manager (Operation).
Assistant Manger (call center)
Kotak Life Insurance (Head Office)
02.2008 - 07.2011
- Handling inbound and out bound calls
- Resolving Sales & client queries
- Call Center Reports & MIS Inbound and Outbound
- Handling Complaint and Grievance desk for Pan India
- Communicating with internal departments for closure of Complaints
- Escalation of complaints on TAT basis
- Training of Call center Execs
- Resolving Sales & client queries
- Escalations and timely resolving of queries
- Reporting to Customer Service Manager (Operation).
Customer Service Executive (call center)
Aviva Life Insurance (Regional Office Mahalakhsmi)
03.2006 - 12.2008
- Handling Complaint and Grievance desk for west region
- Handling complaint cases for entire west (18 branches)
- Communicating with internal departments for closure of Complaints
- Call Center Reports & MIS Inbound and Outbound
- Escalation of complaints on TAT basis
- Training of Call center Execs
- Resolving Sales & Banc assurance queries
- Escalations and timely resolving of queries
- Reporting to Customer Service Manager (Operation).
Tele-Sales Officer
ABN AMRO Bank N.V. (Lower Parel)
10.2005 - 03.2006
- Making Tele Calling for ABN Amro Bank Gold Credit Card
- Making lead for Aviva Life Insurance as well as ABN Amro Bank Personal Loan products
- Coordinating with team members for sales and pick ups
- Achieving my sales targets
- Reporting to Team Manager.
Sales Manager
VEENA Prints (Lower Parel)
12.2004 - 05.2005
- Coordinating with prime clients for supplying of POP Materials
- Executing the entire day-to-day handling of production at the Factory
- Follow ups for payments and timely deliveries of V M Materials
- Meeting new clients for further business
- Achieving my sales targets
- Reporting to Director of Company.
Marketing Manager
DURGA Signs (Worli)
12.2002 - 11.2004
- Coordinating with prime clients for supplying of POP Materials
- Executing the entire day-to-day handling of production at the Factory
- Follow ups for payments and timely deliveries of V M Materials
- Meeting new clients for further business
- Achieving my sales targets
- Reporting to Director of Company.
Sr. Corporate Sales Executive
INTERACTIVE Mkt. Pvt. Ltd (Dadar – E)
10.1999 - 11.2002
- Handling sales for Mumbai region for Orange Postpaid Connection on Corporate level
- Handling all corporate accounts & Generating New Corporate Accounts for Orange Connections
- Achieving the sales targets for orange sim cards
- Reporting to Branch Manager.
- Handling sales for Mumbai region for SBI Credit cards
- Handling Team of Five sales executives and Guide them for Sales route, Corporate for Sourcing etc
- Opening a new Company for Sourcing Credit card applications
- Arranging a sales camp at SBI Branches as well Corporate for Sourcing SBI Credit Cards
- Achieving the sales targets for SBI Credit cards.
Education
Skills
- Good communication and presentation skills
- Quick learner, with appreciable interpersonal relations
- Team Leadership
- Time Management
- Complex Problem-Solving
- Performance Management
- Customer Relationship Management (CRM)
- Teamwork and Collaboration
- Managing Operations and Efficiency
- Process Improvement
- Staff Development
Activities
- Associated with Rotaract – Youth wing of Rotary, engaged in service projects towards the community on a global scale.
- Awarded as the Best Sales executive and best organizer, Interactive Marketing
- Award as best customer service executive.
- Award for Highest productivity
- Awarded best Team for was on wastage by MD.
- Award for 5 years ,10 years and 15 years Long service award
Academicqualification
Bachelors in Commerce
Personal Information
- Husband's Name: Nizar. B. Lalani
- Date of Birth: 07/21/1981
- Gender: Female
- Marital Status: Married
- Religion: Ismaili-Muslim
Reference
To be provided if required
Hobbies and Interests
Reading & Traveling.
Timeline
Chief Operations Manager
Kotak Life Insurance
06.2021 - Current
Manager (Central Branch ops- Inward and Mandate registration Unit)
Kotak Life Insurance (Head Office)
07.2014 - Current
Deputy Manager (Central Branch ops- End to End processing Unit)
Kotak Life Insurance (Head Office)
07.2014 - 07.2016
Deputy Manager (Central Branch ops- E-Insurance)
Kotak Life Insurance (Head Office)
07.2011 - 07.2014
Assistant Manger (call center)
Kotak Life Insurance (Head Office)
02.2008 - 07.2011
Customer Service Executive (call center)
Aviva Life Insurance (Regional Office Mahalakhsmi)
03.2006 - 12.2008
Tele-Sales Officer
ABN AMRO Bank N.V. (Lower Parel)
10.2005 - 03.2006
Sales Manager
VEENA Prints (Lower Parel)
12.2004 - 05.2005
Marketing Manager
DURGA Signs (Worli)
12.2002 - 11.2004
Sr. Corporate Sales Executive
INTERACTIVE Mkt. Pvt. Ltd (Dadar – E)
10.1999 - 11.2002
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