Prashant Charla

*****, ** ******, ******-******

Cellular: +1-778-***-****, acxvpt@r.postjobfree.com, acxvpt@r.postjobfree.com

A result oriented management professional with over 20 years of rich experience in the field of Operations Management, Strategic Business Planning & Budgeting, Leading and Supporting key Strategic and IT initiatives, Sales & Business Development, Customer Service and Collections, Stakeholder Liasoning at CXO Levels for leading Multi-national Organizations in the Financial Services Industry. An astute professional with strong interpersonal, communication, problem solving and decision making skills with an ability to establish and maintain strong alliances; lead and motivate teams; drive projects to successful completion; negotiate and convey complex technical requirements/data to vendors including effective Vendor Management; exceed customer expectations and achieve the desired results.

Profile Summary

Over 20 years of overall experience in Establishing Business Operations of some leading organizations including Fortune 500 companies such as DLF Pramerica Life Insurance, Aviva Life Insurance, Max New York Life Insurance, GE Capital, HSBC Bank & Citicorp

Proficient in Strategic Business Planning & Budgeting including Manpower & Resource Planning

Highly proficient in creation of PowerPoint Presentations for conducting Senior Management Reviews and providing business insights or recommendations

Proven track record in managing Back-end Operations, Project Management, Sales Administration and Support in leading organizations

Highly experienced in design and development of New Policies and/ or New Processes and Standard Operating Procedures (SOP’s), Understanding and Capture Business Requirements for internal/ external customers

Responsible for maintaining key business relationship with clients, customers and distributors to achieve quality product and service norms by resolving critical issues

Have achieved commendable success in liasoning with cross-functional teams and managing conflicts; acted as a bridge between the Sales function and other departments/ functions

Program Manager for some key projects for the organizations and ensured delivery as per defined objectives including Design and Development of Core IT systems

Notable Achievements

Successful set-up of Business and Operations functions for some leading organizations such as HSBC, GE Capital, Max Life Insurance, DLF Pramerica Life Insurance Company Limited etc. during their start-up phase

HSBC, Hyderabad Card Products Division was recognized as the fastest growing start-up division by the Chief Executive Officer

P-Cards process recognized as the first Transaction Processing function at GE Capital to have achieved a VOC of 5/5 on customer satisfaction

Instrumental in creation of GUI module at GE Capital that was aimed at incident reduction and improve collection representative efficiency by 55%

Recognized as an ISO ambassador for successful ISO 9001 certification of Max New York Life Insurance Company Ltd

Spearheaded and led cross functional teams for successful launch of Core IT systems for various start-up organizations such as HSBC, GE Capital, Max Life Insurance, Aviva Life Insurance, DLF Pramerica Life Insurance,

PM Publishers etc.

Design, Development & successful launch, implementation of New Agency Design (Distributor Management) for DLF Pramerica; was part of the project aimed at Strategic Expansion of business operations to Newer States

Pioneered and created “Distribution Standards” function at DLF Pramerica aimed at reviewing the health of the business, Complaint Management/ Disciplinary Action Process, Risk Management, Quality Monitoring, BCP & DRP, Conduct Internal/ External audits etc.

Successfully led and supported transitioning of PM Publishers from loss making entity to a profitable organization in a short span of time

Reviewed and strengthened the existing processes at A1 Building Supplies; conducted root cause analysis to identify gaps in the internal processes, initiated corrective steps leading to enhanced revenue growth and elimination of redundancies in the internal processes, Provided the organization the much needed Strategic direction so as to create strategies for competing in the market, regain the lost market share

Graduated to Level 4 of Monitoring Station at ADT Canada in a record span of 5 months having achieved over 90% scores in the certification examinations; obtained the highest QMS score of 99%; received certificate of appreciation for commitment to Creating Customers for Life through dedicated, passionate and excellent services; recognized for demonstrating Sense of Urgency while dealing with customer request for an emergency

Organizational Experience

ADT Canada Incorporated, Burnaby, British Columbia June 2016 – Present

Monitoring Representative

Monitor Security Alarms generated from client premises (Residential/ Commercial) and follow the documented procedures to contact the client to evaluate reasons for the alarms and ensure resolution of the alarms in line with the documented processes

Coordinate with Police Department or Security Agencies (basis the defined protocols as per customer requests) and ensure timely dispatch to avoid any potential loss to the clients

Answer incoming calls and ensure resolution of client queries

Update and process client request for changes in their respective accounts

Create and document internal notes/ memos for any escalations or complaints and coordinate with the relevant departments/ supervisor(s) for speedy resolution

Accenture Business Services, Burnaby, BC January 2016- March 2016

Customer Services Representative

Worked for BC Hydro’s inbound call center to service their customers in the following areas:-

-General Inquiries

-Credit & Collections

-Open and Close Accounts

- Maintenance requests/ Trouble calls

A-1 Building Supplies Ltd, Surrey, BC July 2015- January 2016

Customer Services, Credit and Collections Officer

Meet, greet and assist walk-in customers with their queries related to products, be a primary point of contact

Answer calls and assist the customers by taking orders over the phone or resolving products & service related queries

Deliver exceptional customer service experience to customers and help organization achieve its sales targets

Effectively handle the cash & credit card transactions for customers; serve customers efficiently to ensure minimal waiting time

While serving the customer needs, engage them into friendly conversations to identify opportunities for upsell/ cross selling other products leading to enhanced business opportunities

Assist in payroll preparation and disbursement

Monitor and analyze productivity of staff members and provide bi-weekly updates to the management

Generation of monthly bills/ invoices and have them dispatched to customers

Manage the account receivables & all related functions; renegotiate account receivable balances, streamline processes, and improve client retention rates

Evaluate and provide analysis, conclusion, and recommendations to determine the credit line amounts to the organization’s senior management; communicate the information to customers and internal team members

Review and adjust credit lines at regular intervals on internal systems

Identify problem accounts and negotiate payment programs with delinquent customers

Interface and assist sales representatives with data for customers regarding delinquency, daily sales outstanding (DSO), and payment history; resolved rates and discrepancy issues

Research and take decisions on finance charges; maintain bad debt and bad debt recovery records, initiate appropriate action including legal action in line with the defined process

PM Publishers Private Limited, India April 2013–May 2015

Business Head/ Chief Executive

Strategic Business, Manpower, Resource Planning and budgeting for the organization

Creation of Business plans and financial budgets for the entire organization, determine the manpower and resource requirements for each department/function

Strategic Initiatives leading to Business Growth

Implementing strategies based on market analysis to maximize revenues and bottom line profitability

Devised change strategies, re-inventing the business model to ensure deep penetration within the targeted market

Introduced revenue improvement efforts by driving performance driven initiatives, R&R programs to infuse competition within the sales team members

Analyzing market trends, sales performance and other critical trends

Analyze the market trends and create innovative strategies based on market analysis and other critical parameters such as innovative products in line with the customer need/ requirement

Periodically review the sales performance, trends and incorporate necessary changes so as to ensure that the business objectives are met

Spearhead and lead the Sales team inclusive of Sales Planning and execution of business targets

Lead the team of Sales team members spread across the country catering to over 2000 customers

P&L management

Complete ownership for achievement of Profitability numbers for the organization as per plan

Lead the In-house Editorial Function of the organization

Manage and lead the in-house editorial function of the organization

Responsible for content development for all new books and titles in line with the syllabus and guidelines prescribed by the Educational board, conduct critical review of the existing content, identify improvement opportunities and incorporate necessary changes to deliver a high quality product

People Management- Driving the team to deliver quality/ customer focused services

Manage & develop the employees of the organization by building competencies and various cross-skilling initiatives & nominating staff members for higher assignments, achieving zero attrition of top talent

Mapped the business objectives of the organization with individual goals, executed critical trainings in all relevant departments to enhance the overall organizational efficiencies

Responsible for design, development and implementation of performance management systems including R&R programs for staff motivation for driving operational efficiencies & enhancing long term staff retention & productivity

Sales Administration and Operational Service Delivery

Design & development of all internal policies, Standard Operating Procedures (SOPs)/ for each department in order to ensure standardized customer experience and monitor adherence to turn around time (TAT) at each stage of the internal process, taking corrective actions wherever required

Initiate Voice of Customer (VOC)/ CSAT programs at regular intervals to obtain feedback & initiate steps to enhance customer satisfaction and experience

Vice President- Sales Administration June 2008 – March 2013

DLF Pramerica Life Insurance Company Limited, India

Key Result Areas:

Overseeing entire business planning, budgeting and policy formulation related operations inclusive of:

Responsible for preparing and allocating budgets for the distribution channels in liaison with the financial planning team

Budget vs. Actuals periodically highlighting trends

Identifying opportunities to reduce acquisition/infrastructure/fixed cost opportunities

Designing and development of internal policies related to variable compensation plans for sales team, career enhancement plans, early warning systems/performance management process, etc.

Managing Agency Standards function including:

Conducting of periodic process audits at Home Office, Branch Offices and publish relevant audit findings to the management

Complaint Management and Disciplinary Action process

Ensuring timely resolution of all complaints within the defined SLA’s/TAT’s by ensuring timely conducting of investigations and publishing the investigation reports, initiating necessary Disciplinary Actions as per recommendations of the D&S committee of the Company

Conducting Distributor Satisfaction Survey, collating results, publishing to the management and implementing necessary action plans as per the results derived

Conducting a periodical health check of the overall business, identifying the loopholes and highlighting the trends and the areas that require management implementation to ensure adequate controls and mitigate the business risks

Administering overall Agency Contracts Operations like:

Interacting with the regulators/IRDA examination bodies

Agent licensing/business coding process as per regulatory requirements, Maintenance of Sales hierarchy

Liaising with sales head on continuous improvement & implementation of new processes

Design, Development and issuance of critical internal/ regulatory communication to Distribution force

Dexterously providing support and guidance for:

Generation and publishing of Business MIS, Business Analysis, Management dashboards to the management team for implementation of new strategies for achieving business plan (Top-line/Bottom-line)

Computation and disbursement of distributor payouts (commissions), incentives for sales employees

Support plan and launch of Sales Promotion schemes for the sales teams

Key strategic initiatives for the distribution channels and key projects of the department

Formulating business systems/ portals along with IT team

Opening of new branches/offices, plan dates, infrastructure requirements/manpower requirements, etc.

Previous Experience

S. No.

Organization

Period of Service

Designation

Role/ Position Summary

1.

Aviva Life Insurance Company India Limited, India

June 2007- June 2008

Sr. Manager- Sales Administration

Oversee entire distributor management operations, Strategic Initiatives, Re-invent the Business Processes to enhance customer experience

2.

Max New York Life Insurance Company Limited, India

August 2002- June 2007

Sr. Manager- Agency Contracts

Oversee entire distributor operations, Design, Development of Processes/ SOPs, Core IT Systems

3.

GE Capital International Services

India

June 2000- August 2002

Manager

Oversee Collection portfolio for GE Cards, Transition of overseas business to the country

4.

HSBC Bank, India

February 1998- June 2000

Officer - Card Products Division

Set-up of the Card Products Division at Hyderabad, meet the sales targets, provide strategic direction for credit, risk, customer services and collections department

5.

Citicorp Credit Services India Limited, India

September 1996 – February 1998

Executive

Providing prompt authorizations to Merchant Establishments, resolution of queries from Customers/ Merchant Establishments, Analyze and review fraudulent transactions and initiate effective steps to reduce incidents

Academic Details

Post Graduate Diploma in Business Management from Institute of Technology Management, Ghaziabad, India

Bachelor of Commerce from University of Delhi, New Delhi, India

Computer Skills

Highly proficient in Microsoft Office applications

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