MAYANK SHRIVASTAVA
Assistant Vice President
INDORE
Summary
Dynamic and results-driven operations professional with 20 years of proven success in retail branch banking, general insurance, and GI banking. Expertise includes sales and operations management, policy development, process optimization, and exceptional customer service. Committed to leveraging strategic planning and deploying best practices to align with organizational objectives while enhancing quality standards, driving growth, and maximizing productivity. Eager to contribute to a forward-thinking team that values innovation and excellence.
Overview
2
2
Languages
2
2
Certificates
21
21
years of professional experience
Work History
Assistant Vice President - Hub Operations
IndusInd General Insurance Company Ltd
10.2012 - Current
- Tasked with directing hub operations of banking operations OEM and banca operations policy processing with team consisting of more than 100 resources (14 full-time staff).
- monitoring OEM and banca policy issuance performance regarding service and delivery TAT, customer service TAT, risk management, and audits etc.
- driving and instrumental in multiple functional projects aimed at delivering considerable business impact by refining cost, revenue, customer experience.
- driving various process improvements to elevate efficiency and effectiveness to fulfill overall quality and service criteria aligned with market and customer needs.
- Led the development and implementation of operational strategies that enhanced service delivery efficiency.
- Streamlined hub operations by optimizing workflow processes, resulting in improved operational effectiveness.
- Managed cross-functional teams to drive initiatives that improved customer satisfaction and retention rates.
- Designed and executed training programs that elevated team performance and compliance with industry standards.
Customer Service Manager (Deputy Manager)
IndusInd Bank Ltd
05.2012 - 10.2012
- Ensured smooth operations and customer service at the branch.
- Managed teller operations transactions (cash/cheque/DD)
- Handled accounts, including savings, current, and fixed deposits.
- Led cross-selling efforts and enhanced relationships with existing customers.
- Enhanced the value of existing current and savings accounts and ensured account retention.
- Engaged with various stakeholders across all functional areas.
- Managed branch administration and onsite ATM management (cash uploading).
- Branch administration & ATM (onsite) management (Cash Uploading).
Personal Banker Sales- (Deputy Manager)
HDFC Bank Ltd
02.2011 - 04.2012
- Managed sourcing & processing of new business CASA, FD, RD, Life Insurance, and primary KYC.
- Conducted fortnightly verification in the presence of the Branch Manager.
- Oversaw branch operations and ensured audit compliance.
- Served as the custodian for ATM/Debit pins and cheque books (issuance and reconciliation
- Handled branch administration and onsite ATM management (cash uploading).
- Reviewed all critical reports, monitored cash levels, and controlled fraud.
- Provided customer service to resolve walk-in customer issues.
- Managed teller operations transactions (cash/cheque/DD)
- Maintained relationship management for a portfolio of customers.
Branch Service Manager
ICICI Lombard General Insurance Company Ltd
04.2007 - 02.2011
- Managed processing of new business proposals, primary underwriting, policy servicing, and banking.
- Handled cover note issuance and reconciliation.
- Product files uploading on DMS for policy issuance.
- Customer service to ensure walk in customer’s issues.
- Led cross-selling efforts and enhanced relationships with existing customers.
- Managed branch administration.
- Processed agent licensing documents.
- Reconciled IT and non-IT assets and managed new asset issuance requests.
Operations Executive -Off roll
ICICI Lombard General Insurance Company Ltd
07.2005 - 03.2007
- Executed quality control for proposal forms and policy data entry to ensure accuracy.
- Conducted cheque quality control and produced pay-in slips for accurate financial processing.
- Scanned and uploaded cheque bounce images for record keeping.
- Prepared MIS reports according to business requirements.
- Oversaw archival of proposal forms and documents to maintain organized records.
Education
MBA - Business Analytics
BITS Pilani University
Rajasthan01-2024
B.Com - Computer Application
Chitransh ADPG College
Bhopal01-2005
Skills
Operational planning
Collaborative leadership
Service excellence
System enhancement
Compliance assessment and evaluation
Certification
NISM Series VA-Mutual Fund Distributors Certification (BCFM-20500015268)
AWARDS
Won the prestigious Reliance General Insurance Trendsetters Award for FY17-18 & FY22-23 for Hub Operations category., Won the Reliance General Insurance Chairman’s Quality Award FY15-16., Winner of Service Excellence Award in IndusInd Bank in August-12 month under TOP 5 (PAN India)., Won the Best BSM award in ICICI Lombard. 2008 & 2009
Timeline
Assistant Vice President - Hub Operations
IndusInd General Insurance Company Ltd
10.2012 - Current
Customer Service Manager (Deputy Manager)
IndusInd Bank Ltd
05.2012 - 10.2012
Personal Banker Sales- (Deputy Manager)
HDFC Bank Ltd
02.2011 - 04.2012
Branch Service Manager
ICICI Lombard General Insurance Company Ltd
04.2007 - 02.2011
Operations Executive -Off roll
ICICI Lombard General Insurance Company Ltd
07.2005 - 03.2007
B.Com - Computer Application
Chitransh ADPG College
MBA - Business Analytics
BITS Pilani University