Senior Manager (Branch Operations) at UJJIVAN SMALL FINANCE BANK LTD (2023-10 – Present)
- Develop and implement branch marketing strategies, customer service to increase customer base and satisfaction.
- Manage branch staff, including recruitment, training, performance management, sales and also financial transactions.
- Monitor suspense accounts, EOD reports and analyze branch performance metrics, customer feedback to identify areas of improvement.
- Ensure compliance with all applicable laws, regulations, policies and implement process improvements.
- Develop and maintain relationships with customers, stakeholders and also manage branch budget and ensure cost-effectiveness.
Manager (Branch Operations) at HDFC BANK LTD (2022-12 – 2023-10)
- Authorizing of Cash transactions, FDRs, DD/PO, RTGS, NEFT, Salary Uploads, Forex transactions (Inward & Outward remittance) and ensure error free processing within the TAT.
- Mentoring, training & developing team members to ensure operational efficiency and also about the banking products.
- Monitoring suspense accounts, deferred accounts, accounts payable/ receivable and ensuring TAT for timely movement of funds. Reviewing EOD reports (BJR / Instruments issued/ EOD cash position etc.) and strictly ensure adherence to KYC.
- Handling products cross-sell along-with generating references from the customers for various products, thereby enhancing relationship with existing and ensuring highest service standards are maintained for servicing of clients.
Deputy Manager (Branch Operations) at BANDHAN BANK LTD (2020-01 – 2022-12)
- Handling Branch Operations and Achieve monthly target of selling saving/current accounts, FDs, NEFT-RTGS Transactions, Cash Handling and other products.
- Also handled Authorization role and responsibilities in absence of Assistant Branch Head.
- Ensure the highest level of service provided to NRI's, HNI and Corporate customer.
- Resolution of customer complaint within TAT which are assigned to our branch.
- Conducting surprise Cash Verification, ATM Machine, Deliverables and Inventories Allotted to Branch.
Assistant Manager (Customer Service/Operations - Loans) at AXIS BANK LTD (2017-07 – 2020-01)
- Managing a team of 3 people and attending 15 plus loan customers on daily basis.
- Key responsibilities - handle complaints, provide appropriate solutions and alternatives within time limits, follow up to ensure resolution of different loan products such as Personal loan, Auto loan, Home loan.
- Creating and maintaining MIS reports of customer interactions, different processes and original file documents on various CRM and other portals.
- Ensuring end to end disbursement of Auto loans, Commercial Vehicle/Equipments loans, Personal loans within the defined timelines.
- Control the processing of files received from approval to disbursal stage as per defined TAT which includes raising SR, Disbursement and close monitoring to meet the business deadlines.
Customer Service Representative at SVC CO-OPERATIVE BANK LTD (2014-12 – 2017-07)
- Handling Branch Operations and Achieve monthly target of selling saving/current accounts, FDs, NEFT-RTGS Transactions, Cash Handling and other products.
- Achieved >200% of the Target for consecutive 2 years.
- Increase the Bank's profitability by cultivating new business relationships through high service standard and compliance and also providing better service skills.
