Vinay Nayar: Senior Operations & Systems Management Professional

VINAY NAYAR
Address: Flat 181/182, Tower 3, Godrej Garden Enclave, Opposite Godrej Memorial Hospital,
Vikhroli East, Mumbai - 400 079. India
Telephone: +91-22-67706261 (R), +91-9892271125(M)
E Mail: [email protected]
SENIOR OPERATIONS & SYSTEMS MANAGEMENT PROFESSIONAL
Nearly 10 years of experience in Banking and Insurance
The core competencies entail:
Build and Lead teams; can make very different people work together effectively due to intuitive ability to
recognize talent, skills and knowledge in people and help to put the right person in the right role. Excel in roles
where I help people succeed.
Expertise in Retail Banking and Insurance across Contact Centre, Service Delivery, Operations and Systems,
Strategic Projects, Direct Banking and Direct Marketing, Customer Retention and CRM especially start-ups.
Consistently Nominated to Core Teams for Strategic Projects with an Enterprise-wide impact in many cases, the
youngest member of the Team.
Resourceful, result-orientated professional with strong communication and interpersonal skills

EMPLOYMENT CHRONICLE
Since Jan08: ADVENTITY BPO INDIA PVT LTD
Head - Process Management & Insurance
Key Responsibilities:
Set-up of Insurance Vertical (Life and General Insurance for Domestic and International Clients)
Contact Centre Consulting and Operations (Onsite Assignments for International Clients)
Transitions, Quality & Training and MIS for Domestic BPO Division, India
Feb01-Jan08: TATA AIG GENERAL INSURANCE CO LTD

Last Position Held was Head Customer Service, Operations and Systems (Direct to Consumer SBU)
& CRM Project Manager
The Growth Path
Joined as Team Leader (Feb01-Aug03).
Re-designated as Manager-Customer Service (Aug03-Apr04)
Promoted to Sr. Manager and Head Contact Centre (May04-Dec05)
Promoted to Assistant Vice President during tenure as Head Retail Operations (Dec 05-Dec06)
Designated as CRM Project Leader and Head-Customer Service, Operations and Systems for D2C SBU (Jan07-Jan08)
Positions Held and Responsibilities:
Head-Customer Service, Operations and Systems
o
Direct to Consumer (D2C) represents a technology enabled direct marketing channel that uses Direct
Channels (Contact Centres, Internet, etc.) to acquire, service and retain customers.
o
Design and Implementation of Processes, Systems and Security Infrastructure at Partner Contact
Centre(s) and Fulfillment Vendor(s).
CRM Project Leader
o
Nominated as the sole representative from India and the MEMSA Region to participate in a crossregional (MEMSA, South East Asia and Japan/Korea) initiative for the development of the AIU CRM
Centre of Excellence.
o
Responsible for the design and end-to-end implementation of the CRM Strategy, Change Management
Plan and Technology Solution for Tata AIG General Insurance Co.
Head Retail (Branch and Central) Operations
o
Overall responsibility for nation-wide Service & Operations Delivery for Retail Business (multiple
products, distribution channels and transactions spanning branch-based and centralized operations).
Head Contact Centre
o
Overall Responsibility for the National Centralized Contact Centre (Service, Sales, Cross-Sell,
Retention and Projects) for Tata AIG General Insurance Company
o
Developed the 3-year strategic framework for the General Co. teams at the Contact Centre (including
re-alignment) of the Shared contact unit into dedicated Contact Centres for both organizations.
Manager Customer Services (Shared Contact Centre)
o
Established a state-of-the-art 24x7 National Call Centre as a Shared Services Unit supporting both
the Tata AIG Life and General insurance
Nominated to the 7-member Core Project Team of the enterprise wide Performance Management
Program (PMP) in 2002. PMP is AIG's adoption of the Six Sigma performance improvement
methodology.
Key Achievements
Consistently ranked as a High Potential Employee (within the top 10% of the organizations employees) by an
independent, senior management Executive Development Council (EDCo) and provided with a personalized,
Individual Development Plan that is managed by the Corporate Training and Development team.
Design and Implementation of Technology Solutions (Process Automation).
Led Retail Operations Cost Control and Change Management Initiatives
Grew the Outbound Tele-Sales process to a USD 1,000,000 operation within a year and subsequently, outsourced
the Tele-Sales process.
Set-up of centralized tele calling and distributed fulfillment model for customer retention (retail lines). Renewal
rates improved to 70%+ for branch-sourced business and to 80%+ for direct marketing business.
Selected for a Best Practices Tour of the AIG operations in Israel.
AIG's endorsement of the Call Centre Claims Model" in India as a successful model for Claims operations in
terms of better customer control and satisfaction.
Apr98 to Feb01: HDFC Ltd
Last Position Held was Assistant Manager - Product Development, Mumbai
The Growth Path
Assistant Manager- Product Development, Retail Banking
Senior Officer- Product Development, Retail Banking
Product Development Group - Retail
Officer- Phone Banking & Service Quality
Jan01-Feb01
Jan00-Jan01
Nov99-Jan00
Apr98-Oct99
Positions Held and Responsibilities:

Officer, Phone Banking and Service Quality Cell
o
Monitoring internal service standards, complaints management and customer retention activities.
o
Supervising and Training of phone banking officers and promoting usage of the Phone Banking
channel.
Deputed to Product Development Group Retail Banking
o
Review of existing processes with the objective of improving operational efficiency
o
Design and implementation of enhancements to existing systems to minimize manual operations
o
Design of information systems to support new business initiatives (incl. product launches).
o
Prepare Training Material for end-user training on product and system features.
Key Achievements
Officer, Phone Banking and Service Quality Cell
o
Designed a user-friendly Complaints Monitoring System for tracking and streamlining complaints
management and associated processes at the Unit the same was implemented across all branches
in the Northern Region.
Deputed to Product Development Group Retail Banking
o
HDFC Bank Ltd. acquired Times Bank Ltd. in November 1999. Nominated as the sole representative
of the Northern Region of HDFC Bank to participate in the 12-member Core Conversion Team that
was assigned the task of integrating the virtually different Retail Banking Systems across the 39branch Times Bank network.
o
Preparation of the Conversion Methodology Document.
o
Post Conversion FINWARE System Training and Branch Support for all branch conversions in the
Northern Region, Chennai and select branches in Mumbai.
o
Direct Banking Projects Online Bill Payments and Third Party Transfers on Net Banking, E-Broking,
Online Payments Interface
LEADERSHIP DEVELOPMENT PROGRAMS

2007
2005
2005
2004
2004
Strategic Leadership in The Marketplace (SLIM)

Leadership Excellence in Action Program (LEAP II)
Managing for Competitive Advantage (MCA)
Leadership Excellence in Action Program (LEAP)
Young Leadership Development Program (YLDP)
ACADEMIC OVERVIEW
2006
CFA from Institute of The Institute of Chartered Financial Analysts of India, Hyderabad.
2004
Fellow, Life Management Institute (FLMI) from LOMA, USA
1998
PGDBA from ICFAI Business School, New Delhi
1996
B.Com from B. E. S. College, Calcutta University

PERSONAL MINUTIAE
Date of Birth
References
:
:
24th August 1975.

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VINAY NAYAR

Resourceful, result-orientated professional with strong communication and interpersonal skills

Feb01-Jan08: TATA AIG GENERAL INSURANCE CO LTD

Positions Held and Responsibilities:

LEADERSHIP DEVELOPMENT PROGRAMS

Strategic Leadership in The Marketplace (SLIM)

Fellow, Life Management Institute (FLMI) from LOMA, USA

PGDBA from ICFAI Business School, New Delhi

B.Com from B. E. S. College, Calcutta University

24th August 1975.

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