Paramanand Maranur

• Driving customer experience initiatives at Onsurity to enhance business growth and satisfaction. • Engaging with clients at all touchpoints to ensure a delightful experience and foster loyalty. • Collaborating with cross-functional teams to identify opportunities for improvement in customer interactions.

Demonstrating excellence in leading a versatile department - partner on-boarding (35,000), commission calculation and disbursement (2800 Cr. annually), accounts payables, cost of acquisition oversight, Salesforce performance monitoring, incentives administration, Balanced Scorecard preparation for 5000+ employees, and managing employee/business partner campaigns to assist business growth by 25% YOY. Key Result Areas & Attainments: Automation & Digitization: Efficiency enhancement by 100%, cost optimization by 30 %. Timely and Accurate Commissions provision and disbursements: TATs improvements by 50% Payables controls Controlled optimal provision of accounts payable to ensure cash flow for investments leading to increased profitability, driving towards nill excess provisions. Salesforce Performance Monitoring: Implement comprehensive performance monitoring systems to track key metrics and identify areas for improvement. Administering incentives programs with diligence and fairness for employees. Employee & Business Partner Campaigns: Planning, launching, and executing the campaigns & contests to drive business growth and foster employees and business partners relationship with the organization. Vendor Management: Managing Merchandise & MICE vendors and leading the Request for Proposal (RFP) process. Regulatory Compliance: Business partner onboarding, KYC & AML, Expenses on management, regulatory reporting.

Led operations across 68 branches spanning 10 states, with a team of 68 Branch Operations Managers and over 250 customer service executives. Servicing insurance premium portfolio worth 4,000 Cr. generated from 2.5 million insurance policy transactions in the region. Monitoring policy issuance, endorsements, sales support, HR support functions, and branch administration. Key Attainments: Successfully improved NPS scores from 38 to 65, reflecting improved customer satisfaction. Achieved a remarkable TAT improvement, reducing processing time from 3 days to 1 day. And enhanced productivity by 50% Recognized as one of the top 200 qualifiers for the Best Managers Award by Economic Times & People Business in 2021.

Deftly managed diverse business projects and initiatives aimed at enhancing efficiency through automation, digitization, simplification, eliminating non-value-add tasks (NVAs). Optimize costs while elevating internal and external customer experiences. Key Attainments: Achieved a 30% reduction in manpower through successful deployment of a digital tracking tool. Successfully implemented Robotic Process Automation (RPA) for 13 processes, resulting in enhanced efficiency. Achieved a remarkable 35% increase in productivity by streamlining processes and introducing automation scripts tailored for desktops. Realized substantial overhead cost savings of 35% per transaction, contributing to improved financial efficiency.

Adroitly led policy issuance, endorsements, sales support, HR support, and branch administration for 33 branches across 5 states, with a team of 33 Branch Operations Managers and over 108 customer service executives. Key Attainments: Established 26 branches across Southern states of India, expanding our presence and accessibility in the region. Achieved 100% decentralized operations across new branches, enhancing operational efficiency and customer experience. Honoured with the Asia Pacific Customer Service Award at the IAG Awards for outstanding service in 2014. Recognized with the Asia Pacific Leadership Award at the IAG Awards for exemplary leadership in 2015.

Jan 2011 – Mar 2012 | Soft Launch Phase, Bengaluru Oversaw the training on IT applications, processes, and products for the entire staff. Set up 7 offices across the region to facilitate decentralized operations. Dec 2009 – Dec 2010 | Project Phase, Mumbai Designed operational processes, utilizing experience and project guidelines, while reviewing BRD, FRSM, and SRS documents. Supervised the UAT of the application designed for core insurance processing and facilitated sign-off. Managed recruitment, on-boarding, and training of operations staff in preparation for go-live.

Joined in operations department for Co-ordinating and facilitating in setting up the department set deliverables, entrusted with setting up and monitoring operations for 19 branches spread across 7 states, 2 million insurance policies processed by 168 FTEs. Key Attainments: Ideated and implemented business tracking system, 1st in the industry for real time tracking and monitoring business transactions. Initiated the process of communication between the competitors for leakage of premium leading to INR14 lakh profit. Initiated to automate and centralize statutory payment to Govt, 40% saving in cost.

Joined the company as Operations manager in ISO standards implementation team, post clearance of the ISO certification was assigned the task to handle Regional Claims processing center at Hyderabad. Key Attainments: Improved claim payout TATs from 5 days to 1 day by simplifying and eliminating the NVAs from processes.

Joined the Company as an Associate in Research and Resolution team and was elevated to Sr Associate. Responsibility: • Identifying the gaps in transaction processing and resolving the queries by coordinating with client SPOCs • Identifying the process gaps and reporting to the process reengineering team. Achievements: • Elevated to next level in 11 months. • Sponsored L1B US visa for process training and transition. • Participated in Six sigma project, Yellow belt and Green Belt. • Reduced manpower cost by implementing process automation. • Awarded -'You Have Earned It' by CEO