Anupama Shrama

Banking operations and customer service professional with over 15 years of experience across HDFC Bank, AU Small Finance Bank, and AU Financiers, combining strong operational management with a proven track record in corporate training and leadership development. Skilled in designing and delivering induction and process-update training programs, managing escalation and complaint-resolution desks (RBI FRC, LDM, CM Helpline), and driving PAN-India customer retention and sales-productivity initiatives. Recognized for building training content that improves team readiness and for leading cross-functional stakeholder discussions that translate into operational improvements.

Personal Bank Authorizer (PBA) at HDFC Bank

• Authorized and processed personal banking transactions, ensuring compliance with bank policies and regulatory standards.

AVP – Branch Operations & Services at AU Small Finance Bank

• Delivered induction training to new joiners across the Asset team and Branch Banking team.
• Conducted customer service training on new policy updates and operational process changes, both online and offline, across branches.
• Chaired monthly customer-service improvement meetings for multiple branches and escalated recommendations to stakeholders for review and implementation.
• Authored and maintained all training materials used in induction and refresher sessions.

Senior Manager – Asset Core at AU Small Finance Bank

• Managed the Asset Service Desk, resolving RBI FRC, LDM, CM Helpline, and other government portal complaints.
• Oversaw branch-wise business team productivity reporting on a PAN-India basis, reporting to the National Business Head.
• Drove PAN-India customer retention initiatives for 2 years, improving portfolio stability.

Tele Sales Team Manager at AU Financiers Limited

• Managed tele-sales teams covering MSME and Wheels (Retail and High-Value ticket) products.
• Supported branch and field sales teams with lead generation through tele-calling and cross-selling.
• Kept teams informed on live contests, targets, and performance versus achievement.

Team Leader – Customer Service at AU Financiers Limited

• Led a customer service team, ensuring service quality and timely resolution of customer queries.

MBA in HR & Finance – Jaipur National University

Bachelor of Arts – University of Rajasthan

Diploma in Web Designing & Documentation – F-TECH

Senior Secondary (12th) in Science-Biology – Rajasthan Board

Secondary (10th) – Rajasthan Board