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Melvyn Dias

Melvyn Dias

Team manager - insurance business (uk personal lines - motor & home insurance)

Followers of Melvyn Dias394 followers
location of Melvyn DiasUnited Arab Emirates

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  • Timeline

  • Skills

    Team management
    Service delivery
    Performance management
    Training
    Customer experience
    Call centers
    Business development
    Insurance
    Banking
    Telecommunications
    Sla
    Contact centers
    Agile project management

  • About me

    A Result Oriented Management Consultant with 15+ years of Experience in Managing Business Operations and Executing Complex Projects across Large Organisations around Business Transformation and Process Improvement. Action-oriented with excellent communication and interpersonal skills with strong ability to communicate effectively with different departments of the organization including executives and key Business Stakeholders. Proven ability to manage large teams with Strong decision making and problem solving skills. Successfully implemented key initiatives and contributed to key projects which positively impacted the project deliverable's. Areas of Expertise: Project Management, Change Management, Stakeholder Management, Strategic Planning & Execution, Process Consulting, Business Process Management, Target Operating Model, ERP Blue Printing, Shared Services.

  • Education

    • Symbiosis

      -
      Post graduate diploma in business administration marketing/marketing management, general

      marketing management

    • Hislop college

      2000 - 2003
      Bachelor of commerce accounting and finance

      b.com

  • Experience

    • Mphasis

      May 2003 - Apr 2009
      Team manager - insurance business (uk personal lines - motor & home insurance)

      played vital role in developing business value add framework to improve client business performance and maximize customer experience through various touch points.analyzed external c-sat surveys & drafted plan of action for improvements.managed client sla for the business - revenue, customer satisfaction, quality and productivity. drafted sales plans based on forecasting done by client marketing team. conducted compliance audits.mapped business requirements and coordinated in developing and implementing processes in line with the pre-set guidelines. managed recruitment / trainer certification and sign off of new consultants.planned, developed and executed performance improvement plans for operational and business excellence. prepared and generated daily, weekly and monthly performance reports. show less

    • Three UK

      Apr 2009 - Jun 2012
      Team leader - customer retention department

      led a team of 15 retention advisors and managed customer retention operations for a portfolio of mobile broadband customers across uk.spearheaded cross functional initiative to start off a new department for mobile broadband retention's. created and implemented competitor intelligence tool which led to a 35% improvement in performance in sales business unit.headed the ojt phase for mobile broadband retentions where i was involved in planning and organising the different phases of ojt along with training plans.devised operational kpis for process excellence.managed customer experience by providing timely feedback based on surveys conducted.managed business slas.conducted performance assessments sessions with the team to understand challenges and provided strategic guidance towards achievements of goals.conducted annual appraisals for team members. show less

    • Mashreq

      Jan 2013 - Aug 2014
      Assistant team leader - customer expereince and business development

      developed and partnered relations with various companies in uae to enhance business potential for mashreq bank. managed a team of relationship officers and provided strategic guidance towards achievement of targets.successfully listed new companies across uae to improve market cap for mashreq.worked closely with account managers to conduct campaigns across uae.worked closely with the credit department to mitigate risk and reduce on rejections per client.implemented crm tools and lean techniques to ensure the smooth flow of processes within the bank to enhance customer experience. show less

    • Wipro

      Mar 2015 - now

      • Partner

        Jul 2023 - now

      • Senior Manager, Digital Consulting

        Mar 2015 - Aug 2023

  • Licenses & Certifications

    • Agile Project Management Principles

      LinkedIn
      Sept 2018