Summary
Overview
Work History
Education
Skills
Certification
Linguistic Skills
Timeline
Awards
Generic

Padma C.C. Bernard

Hyderabad

Summary

A results-driven and highly accomplished professional with over 30 years of comprehensive experience in the Insurance and Healthcare Operations sectors. Proven expertise in Customer Experience Management, Service Delivery, Distribution Support, Business Excellence, Persistency, Customer Retention, and Process Optimization through Lean Six Sigma methodologies. A strategic leader adept at managing large teams(120 Offices with 250+ team members), driving performance, and spearheading initiatives that enhance operational efficiency, customer satisfaction, and business growth. Seeking a senior leadership role to leverage extensive experience in driving customer-centric strategies and operational excellence.

Overview

32
32
years of professional experience
1
1
Certification

Work History

Chief Manager & Zone Head - Customer Retention

MaxLife Insurance Co., Ltd.
02.2013 - 05.2023
  • Led zonal customer retention strategies, consistently exceeding persistency targets (e.g., "Achieved National No. 1 zone in retention performance at 66% in 2013-14" and "Maintained highest zonal retention rate of 59% while restricting surrender rate to 0.8% in 2014-15").
  • Directed and mentored front-office teams and distribution channels in customer retention techniques, service-to-sales, and service-to-recruitment initiatives, significantly boosting S2R conversion and business contribution.
  • Championed Net Promoter Score (NPS) management programs, enhancing customer satisfaction and loyalty across the zone.
  • Drove performance management, training, and development for a large team, fostering a culture of high achievement and continuous improvement.
  • Spearheaded and successfully implemented multiple award-winning process improvement projects (including Six Sigma Green and Yellow Belt projects) leading to enhanced operational efficiency and service quality.
  • Key achievements include: Awarded "League of Honor Award" (top company award). Led zone to "National No 1 zone in retention performance 66%" (2013-14). Recognized with "Master Blaster Trophy for Q1 in 2013" for leading in Country in Service Retention.
  • Overall 18 Years 5 Months

Manager - Field Operations

MaxLife Insurance Co., Ltd.
11.2009 - 01.2013
  • Oversaw comprehensive field operations including new business processing, policy owner servicing, renewals, claims, customer service, audit, facilities, and administration.
  • Managed Turnaround Time (TAT) for policy issuance and service requests, implementing strategies that significantly reduced processing times.
  • Drove initiatives to improve service quality and employee satisfaction, contributing to an A-Sat score improvement to 84% (2011).
  • Led cross-selling initiatives, generating substantial business (e.g., "1 Crore of Business to Zone in 2010").
  • Championed agent portal penetration for South Zone, achieving No.1 position nationally (2010).
  • Recognized as "Most Valuable Team Player" for four consecutive years (2008-2011).

Deputy Manager - Field Operations

MaxLife Insurance Co., Ltd.
02.2008 - 10.2009
  • Managed key aspects of field operations, focusing on process adherence, accuracy in transactions (NB applications, customer requests, cash/cheque entries), and team productivity.
  • Contributed to quality management initiatives, including participation in Six Sigma projects.

Assistant Manager – Customer Service

MaxLife Insurance Co., Ltd.
10.2006 - 01.2008
  • Supervised customer service operations, ensuring timely resolution of queries and high service standards.
  • Awarded "Best Assistant Manager in 2007."

Executive – Customer Service

MaxLife Insurance Co., Ltd.
07.2005 - 09.2006
  • Provided front-line customer service, contributing to positive customer experiences.
  • Received "CARE Award" for two consecutive quarters (2006) and "Best CSE in 2006."

Executive - Operations

United Health Care India Ltd.
02.2004 - 01.2005
  • Coordinated medical examinations between customers and Life Insurance Companies, ensuring timely report dispatch and quality control.
  • Managed MIS reporting, query resolutions, and maintained process TATs for Lifekonnect operations.

Front Office Executive

Vijaya Diagnostic Pvt Ltd.
07.2002 - 01.2004
  • Handled patient walk-ins, insurance medicals, health check-ups, report generation, and TPA coordination. Managed petty cash and cash counter.

Front Office Executive

Secunderabad Diagnostic & Research Centre
11.1991 - 10.1998
  • Managed front office operations, patient services, insurance medicals, report generation, TPA coordination, petty cash, and accounts maintenance. Spearheaded Digital transformation.

Education

Masters of Business Administration (MBA) -

Symbiosis Institute of Management Studies
01.2011

Post Graduate Diploma - Computer Application (PGDCA)

ICSS
01-1995

Bachelor of Commerce (B.Com) -

Osmania University
01.1994

Skills

  • Leadership & Management: Team Leadership, Performance Management, Employee Engagement, Change Management, Training & Development
  • Customer Centricity: Customer Experience (CX) Strategy, Customer Relationship Management (CRM), Service Delivery Excellence, Customer Retention & Persistency, Net Promoter Score (NPS) Management
  • Operational Excellence: Process Improvement, Quality Management, Business Analytics & MIS, TAT Management, Audit & Compliance, New Business Processing, Policy Owner Servicing, Renewals & Claims Management
  • Six Sigma: Black Belt & Green Belt, Lean methodologies

Certification

  • Lean Six Sigma Black Belt Certification – Max Quality System (MQS), 2017
  • Lean Six Sigma Black Belt Certification – TQMI International Pvt Ltd., 2016
  • Lean Six Sigma Green Belt Certification – Max Quality System (MQS), 2016
  • Six Sigma Green Belt Certification – Motorola Solutions, 2008
  • Top Professional Agency Builder - Professional Patterns of Management – Kinder Brothers International (The KBI Group), 2013
  • Licentiate - Life – Insurance Institute of India

Linguistic Skills

English
Hindi
Telugu
Tamil

Timeline

Chief Manager & Zone Head - Customer Retention

MaxLife Insurance Co., Ltd.
02.2013 - 05.2023

Manager - Field Operations

MaxLife Insurance Co., Ltd.
11.2009 - 01.2013

Deputy Manager - Field Operations

MaxLife Insurance Co., Ltd.
02.2008 - 10.2009

Assistant Manager – Customer Service

MaxLife Insurance Co., Ltd.
10.2006 - 01.2008

Executive – Customer Service

MaxLife Insurance Co., Ltd.
07.2005 - 09.2006

Executive - Operations

United Health Care India Ltd.
02.2004 - 01.2005

Front Office Executive

Vijaya Diagnostic Pvt Ltd.
07.2002 - 01.2004

Front Office Executive

Secunderabad Diagnostic & Research Centre
11.1991 - 10.1998

Masters of Business Administration (MBA) -

Symbiosis Institute of Management Studies

Post Graduate Diploma - Computer Application (PGDCA)

ICSS

Bachelor of Commerce (B.Com) -

Osmania University

Awards

CII Award: Best Project in Service Category in India - 2009.

Project of the Year Award: Six Sigma Green Belt - 2009.

CEO Award: For exemplifying Core Values of the Company.

League of Honor Award: Topmost award of MaxLife Insurance

International Contest Awards: Colombo, Sri Lanka (Josh-e-10000 - Service to Recruitment, 2018); Port Blair (Service to Sales contribution, Q3 FY20).

Multiple Certificates of Appreciation from Sr. Director & COO for enhancing S2R Conversion, Retention Rate, and S2R Business Contribution (2016-2018).

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Padma C.C. Bernard