Branch Control Unit - IDFC FIRST Bank
(2026-03 - 2026-05)
- Resolved over 200 critical customer escalations across multiple branches, delivering prompt, effective solutions to uphold service standards and enhance customer satisfaction.
- Maintained branch operational integrity by ensuring strict adherence to all procedural guidelines and compliance mandates, safeguarding against potential infractions.
- Streamlined branch operations by providing MIS support for cash vault submissions, ramp facility, and NSM testing, ensuring adherence to compliance and process parameters.
- Provided MIS support for cash vault submissions, ramp facility, and NSM testing, ensuring adherence to compliance and process parameters for streamlined branch operations.
- Managed branch operational integrity for over 200 branches by ensuring strict adherence to procedural guidelines and compliance parameters.
Deputy Branch Manager - ICICI Bank Ltd - Wadala Branch
(2024-06 - 2026-02)
- Managed end-to-end branch operations for a team of 8, serving 400+ customers monthly across retail banking, loans, and investment services.
- Drove digital onboarding initiatives that increased active mobile and net banking adoption among branch customers while consistently achieving monthly targets set by the Regional Head and Branch Head.
- Secured a 5-star audit rating and zero critical observations by implementing rigorous compliance checks and comprehensive staff training on regulatory protocols.
- Delivered sales and revenue targets through structured cross-selling of fixed deposits, mutual funds, life insurance, and retail forex products aligned with customer financial needs.
- Reduced customer turnaround time by streamlining teller workflows, complaint escalation processes, and counter allocation during peak business hours.
- Enhanced branch performance by mentoring 8 team members through structured weekly coaching sessions, fostering accountability for sales targets and service excellence.
- Reduced average customer turnaround time by 15% through workflow optimization and effective complaint escalation, enhancing overall service delivery.
Assistant Branch Manager - ICICI Bank Ltd - Vile Parle (East), Hanuman Road Branch
(2021-09 - 2024-06)
- Received Appreciation Certificate from ZH for achieving the highest Fixed Deposit mobilisation in the branch — Aug 2022.
- Managed daily banking operations including NEFT/RTGS processing, cash deposits, withdrawals, and customer query resolution for a mid-volume retail branch while ensuring compliance with banking regulations and service standards.
- Drove consistent branch revenue growth by advising 400+ customers monthly on tailored investment, fixed deposit, mutual fund, and insurance solutions via a needs-based selling methodology.
- Resolved loan-related queries end-to-end by coordinating with customers, back-office teams, and credit departments, helping reduce processing delays and ensuring timely asset disbursement.
- Promoted digital banking adoption by onboarding customers to net banking and mobile banking platforms, reducing branch walk-in dependency for routine transactions and enhancing customer convenience through seamless banking access.
- Improved customer loyalty through communication initiatives on renewal reminders and account status, significantly boosting retention metrics.
- Advised 400+ customers monthly on retail banking, loans, and investment services, driving digital onboarding and achieving regional targets for mobile and net banking adoption.
