Dabhi Haresh

Results-driven banking professional specializing in Bank Operations Management and Customer Relationship Management, with strong expertise in managing end-to-end daily banking operations and delivering consistent service excellence. Skilled in leading customer service initiatives, streamlining operational processes, and strengthening client relationships to improve retention, loyalty, and overall customer satisfaction. Recognized for operational excellence, effective problem-solving, regulatory awareness, and a customer-centric approach that supports service quality, operational efficiency, and sustainable business growth.

Assistant Manager at Airtel Payment Bank Ltd. (2025-12 – Present)

• Directed core operations, ensuring strict compliance with organizational policies, industry standards, and regulatory requirements.
• Delivered project outcomes within defined timelines, consistently meeting quality benchmarks and performance metrics.
• Conducted in-depth process analysis to identify optimization opportunities and support continuous improvement initiatives.
• Strengthened resource planning, allocation, and workflow processes to enhance overall operational efficiency and productivity.
• Partnered with cross-functional stakeholders to align execution strategies with business objectives and ensure seamless coordination.
• Ensured data security and confidentiality by safeguarding sensitive company and client information in compliance with governance frameworks.
• Enabled business operations through effective client coordination, detailed reporting, accurate documentation, and performance analysis.

Team Lead at One97 Communications Limited (Paytm) (2024-12 – 2025-12)

• Led a team of on-roll sales executives, driving performance through clear target setting, daily tracking, and structured field execution.
• Took full ownership of team productivity by ensuring effective market coverage, territory discipline, and adherence to assigned geographies.
• Managed and serviced key merchant and enterprise accounts directly, ensuring strong relationship management and business continuity.
• Acted as a hands-on leader and self-starter, proactively identifying growth opportunities and addressing market-level challenges.

Customer Relationship Manager at Bandhan Bank Limited (2024-01 – 2024-12)

• Delivered consultative banking support by partnering with internal stakeholders to provide tailored financial solutions.
• Assessed customer requirements, uncovered upsell/cross-sell opportunities, and contributed to business growth.
• Implemented customer acquisition and loyalty strategies to consistently meet revenue objectives.
• Handled customer escalations and service requests, ensuring quick turnaround and enhanced client experience.
• Directed and coached service teams, establishing operational workflows, service benchmarks, and improvement initiatives.

Senior Manager at India First Life Insurance Company Limited (2022-07 – 2024-01)

• Led bank sales team for Life Insurance, driving lead generation, target achievement, and cross-sell of CASA, Demat, Mutual Funds, and General Insurance.
• Trained and coached Selling Partners (SPs) on product knowledge, pitching techniques, and effective lead generation.
• Built strong relationships with Sales Managers, Branch Heads, and Cluster Heads while tracking SP performance and contest qualifications.
• Established strong partner engagement models to improve lead quality, conversion ratios, and sales velocity.
• Monitored sales pipelines, MIS, and contest performance to drive sustained partner motivation and target achievement.
• Acted as a key liaison between bancassurance, branch teams, and insurers to streamline coordination and business execution.
• Supported revenue optimization by identifying cross-sell opportunities and strengthening relationship-led sales practices.

Operations Manager at Kotak Mahindra Bank Ltd. (2019-04 – 2022-07)

• Directed overall branch operations including cash management, clearing processes, ATM cash balancing, reconciliations, security controls, and workforce oversight.
• Executed operational, compliance, and financial audits; compiled audit documentation and ensured closure of audit observations.
• Monitored regulatory adherence covering KYC, AML, and XYC requirements with timely escalations and reporting to the AML unit.
• Led retail banking service delivery, client engagement, service quality controls, and enforcement of branch governance standards.
• Managed credit and service activities including gold loans, deposit mobilization, staff enablement, and resolution of walk-in customer requests.
• Improved operational productivity by streamlining processes, eliminating bottlenecks, and enhancing turnaround across branch operations.
• Reinforced governance and control mechanisms to mitigate operational, regulatory, and financial exposure.
• Led workforce planning and capacity management to ensure service continuity and optimal cost utilization.
• Executed workflow enhancements and standard operating practices to improve service quality and processing accuracy.
• Served as primary escalation contact for high-impact operational, compliance, and customer service matters, ensuring swift resolution.

Assistant Manager at Axis Bank Ltd. (2017-09 – 2019-04)

• Oversaw non-resident banking relationships covering NRE/NRO, PIS, FCNR, and NDI products, contributing to portfolio expansion and revenue growth.
• Managed high-value customer segments including priority, preferred, senior citizen, and women-focused accounts, delivering end-to-end banking support.
• Promoted and sold retail and investment banking products such as CASA, credit products, mutual funds, insurance solutions, trade finance referrals, and foreign exchange services.
• Performed end-to-end branch and operational banking activities including RTGS processing, payments, reconciliations, cash handling, demand drafts, and government transactions.
• Assisted with demat operations, IPO/NFO processing, regulatory KYC compliance, digital banking platforms, and usage of Finacle core banking system.

Bachelor Degree (2015)

12th – Gujarat Higher Secondary Education Board (2012)