Meenu Gurbani

Successfully transited 3 processes from US to India with a team size of 60+ FTEs. Leading business areas under Group Benefits Policy Administration for Specialty Benefits Divisions of US Insurance Solutions Business Vertical. Responsible for driving the team to achieve agreed SLAs and facilitating critical information for monthly business review (MBR) and operations business review (OBR) meetings.

Enhanced customer satisfaction matrices by actively engaging with clients and monitoring feedbacks. Responsible for Grievance Cell and designing a tool for Client Satisfaction Survey. Trained Fittr Buddies on Telephonic Etiquettes & Soft skills.

Executed Corporate Events and designed/executed Exhibition Stands. Responsible for Business Development and Customer Relationships, converting potentials into clients. Prepared Commercial and Technical Quotations and submitted them in the Ariba portal.

Managed the end-to-end execution of corporate events (HRM & Hackathon), including setting up training modules, and coordinating with speakers, hosts, and vendors.

Led administrative staff functions and supported the financial advisor hiring process. Trained financial advisors on Company Policies & Procedures and liaised between Head Office and financial advisors regarding client investment plans.

Developed and maintained productivity and quality metrics (KPIs). Automated Business Processes, reducing AHT from 8 mins to 5 mins. Responsible for hiring, training, and performing quality checks on executives.

Prepared Productivity Reports for Top Management and monitored team performance. Mentored SMEs on improvement plans to increase efficiency and independently handled governance reporting.

Led a team of 120+ FTEs (Inbound call center, Chat Support & Quality Assurance Team). Responsible for ensuring Service Levels were met and rolling out Key Result Areas (KRAs) monthly.