Branch Banking Head - Shivalik Small Finance Bank
(2025-01)
Handling customer customers, due diligence banking operations, AML, risk Management
- Oversee full branch operations, ensuring regulatory compliance and operational efficiency across all banking functions.
- Lead a team of operational and front-line staff, ensuring delivery of high-quality customer service and adherence to daily process SLAs.
- Perform operational due diligence including KYC/AML checks, internal control reviews, and transaction monitoring to mitigate risk.
- Implement risk management procedures including transaction alerts, suspicious activity reporting, and fraud prevention protocols.
- Coordinate branch audits and regulatory inspections; implement corrective actions based on audit findings.
- Drive operational process improvements to minimize errors and enhance turnaround time for customer service.
- Manage end-to-end loan operations from origination to disbursement and recovery with complete documentation review.
- Maintain records of inward/outward remittances, customer communication, and MIS reporting as per compliance norms.
- Conduct regular training sessions for staff on compliance, customer service standards, and operational procedures.
Senior Deputy Manager - DCB Bank Limited
(2021-04 - 2025-01)
Worked in Emerging Enterprise Unit. Handling customer service, new acquisition and banking operations
- Handled the above operations as a Team Leader & involved in following operations activities.
- Conducting KYC analysis of Corporate Accounts.
- Account Opening –Loan, Saving, Deposits, Checking A/c
- Facilitating disbursement of new loan to clients
- Ensuring delivery of Loan Rollover, Interest due reminder, Interest rate fix in hands of client.
- Recovery of Interest & principal amount from customer & execute Interest Run & interest reset in the system.
- Make payment to overseas banks through SWIFT.
- Reviewing accounting records and verifying all financial transactions of the bank
- Inspecting the safety of bank's vaults and checking all business activities regularly
- Worked and achieved bank's annual goals and financial regulations
Deputy Manager - HDFC Bank
(2019-09 - 2021-04)
Worked in Retail banking group. Handled High Net worth Portfolio Customer and Branch operations
- Dealing with Saving Bank A/c's, Current Deposit A/c's & giving guidance, information to customer
- Ensure complete KYC documentation with adherence to KYC standards & timely disburse the loan.
- Timely processing of transactions & tracking suspicious transactions of customer.
- Handling Fixed Deposit Section & giving information about ROI, Tenure to client & also fill up 15G/15H from customer.
- Ensure compliance with the KYC policies and procedures of the Bank as stipulated from time to time
- To provide quick response to customer queries & gain customer confidence.
- Servicing the client for Retail Asset products like Personal loan, Home Loan, Auto Loan, Commercial Vehicles loan, loan against gold.
- Handling Cash Counter of the Bank & daily updation of vault register
Customer Service Manager - Vodafone IDEA Limited
(2017-03 - 2019-09)
Handled the query of the customers regarding the Mobile Connections
- Handled the cash transactions of the Authorized Store.
- New acquisition of the Prepaid and post Paid Connections
- Providing customer service to the customers
- Meeting all the KPIs.
Senior Team Member - Royal Bank of Scotland (RBS) Business Services Private Ltd
(2015-02 - 2016-12)
Handled the customer queries of International customers through chat
- Provide customer service to the HNI customer of the Bank through online chatting
- Handled a team as an SME (Subject Matter Expert) and provide training to the new associates regarding the products.
- Audit the accounts of the customers and submit reports to the supervisor.
Customer Service Representative - BA Continuum India Pvt Ltd (Bank of America)
(2011-12 - 2015-02)
Handled the American HNI customers
- Provide customer service to the HNI customer of the Bank through online chatting
- Handled a team as an SME (Subject Matter Expert) and provide training to the new associates regarding the products.
- Audit the accounts of the customers and submit reports to the supervisor.
