Jayesh Bhatia
Founders Office
Contact - -
Email --LinkedIn
Accomplished professional with a versatile skill set honed through extensive experience in
customer-facing capacities. Proven leadership track record in overseeing customer support
and success teams across diverse B2B and B2C landscapes.
Work Experience
Ditto Insurance - Founder’s Office - Head of the Operations and Customer Support
April 2022 to July 2023
As the head of Operations & Customer Support within the Life Insurance vertical, I oversaw
critical functions essential to policy decisioning and post-issuance service requests. Some
key responsibilities and achievements include:
Responsibilities
Establishing and enforcing Standard Operating Procedures (SOPs) and Service Level
Agreements (SLAs), meticulously monitoring adherence through regular audits.
Initiating and driving continuous improvement projects within the department, focused
on boosting productivity and streamlining policy decisioning processes.
Proactively managing escalations and implementing preventive measures to minimize
future occurrences.
Conducting comprehensive data gathering, analysis, and reporting activities.
Conducting Audits and Root Cause Analyses (RCA) to identify areas for improvement
Leading a team handling end-to-end customer support operations, ensuring timely
resolution of inquiries and concerns to enhance overall customer satisfaction.
Achievements
Achieved productivity gains exceeding 50% by implementing automation and
streamlining processes.
Maintained overall escalations to approximately 1% of sales, demonstrating effective
issue resolution strategies.
Implemented a Dashboard using Looker Studio to automate weekly and monthly
reports, resulting in significant time savings equivalent to several hours of report
building activity per week.
Successfully reduced policy issuance Turnaround Time (TAT) to 80% of policies in less
than 20 days and 90% in less than 30 days, enhancing staff productivity and diminishing
escalations and costs.
Consistently upheld SLA adherence, maintaining an impressive rate of around 98% on
first response and resolution, ensuring swift and efficient handling of customer
inquiries and issues.
In this role, I demonstrated a keen ability to blend strategic vision with hands-on execution,
driving operational excellence and delivering exceptional customer experiences.
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Past Employments
Probity Soft Pvt. Ltd. is a pure eGovernance Products & Services company
AVP Sales & Marketing - August 2021 to March 2022
As the head of the Sales & Marketing function, I was responsible for Growth of two products
- Municipal eGovernance ERP & Housing ERP
Bill Cloud Pvt. Ltd.
Bill Cloud is a platform that enables multi-channel collections and reconciliation for
government, utilities and B2C organisations
Director – September 2018 to March 2020
Chief of Customer Success – August 2017 to August 2018
Head – Sales & Marketing: Feb 2016 to August 2017
Played multiple roles at Bill Cloud
Responsible for customer-centric roles: sales & marketing, service delivery, product
development and customer success functions
Transearch India
Knowledge Manager: March 2015 to Jan 2016
Responsible for implementation of an Executive Search Management System
Also, handling the corporate website re-design, development, deployment and
maintenance
Asentech India Pvt. Ltd.
Manager – Sales & Marketing: July 2014 to Feb 2015
Responsible for sales and business development of Technology Solutions and
support services
Probity Soft Pvt. Ltd.
AVP – Marketing & Sales: April 2013 to July 2014
Responsible for sales and business development of eGovernance products and
solutions
Sruja Interiors & Landscape Designers
Partner: April 2011 to April 2013
Responsible for execution of projects involving residential interiors
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Executive Search and Recruitment Experience
Company
Job Role
Period
Absolute HR
Manager
Dec 2010 to Apr 2011
3P Consultants
Associate Consultant
Nov 2006 to Oct 2010
Contact Center Industry Experience:
Company
Job Role
Period
WNS Global Services
Executive; Process Training
Feb 2006 to Sept 2006
IBM Daksh
Executive; Process Training
May 2004 to Feb 2006
Sutherland Global
Agent Support Group
Nov 2003 to May 2004
Wipro Spectramind
Technical Support Associate
April 2003 to Nov 2003
Education:
2019 BA – Economics - University of Mumbai
I could not go to college immediately after completing my high-school (10+2) due to certain
limiting situations at home. Earning and supporting my family took priority back then.
Finally, at age 34 (with the support of my wife) I enrolled for a bachelors degree and
completed it in 2019.
I plan to enroll for a Master’s degree (in Analytics) in- - Product Led Growth - GrowthX (growthx.club)
GrowthX is a product led growth Bootcamp.
Its an 8 week cohort based learning program. The first 5 weeks teach Acquisition,
Onboarding, Engagement & Retention, Monetization, Growth Processes & Growth Teams.
The following 3 weeks are for applying the learnings in a capstone project.
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