Unit Head - AXIS Bank
(2023-02)
- Led and managed an outsourced contact center comprising 65 agents, 3 Team Leaders & Manager ensuring high productivity and operational excellence.
- Drove business growth by consistently achieving and exceeding sales targets across Banking, Liability, Assets and Third-party products.
- Managed end-to-end Bancassurance business, driving sales of Health Insurance / Life Insurance & General Insurance products through strategic partnerships.
- Successfully sold insurance products of TATA AIG, NIVA BUPA, Aditya Birla Health Insurance, Axis Max Life Insurance and Bajaj Allianz, consistently delivering revenue growth and business targets.
- Monitored cancellation MIS and persistency reports, Identifying trends and implementing corrective action to Maximize retention and revenue.
- Promoted and sold a wide range of banking products, including Personal Loans, Instant Loan, CASA, Credit Card, CLI, BOE/EMI, NPS, Auto Loan, Home Loan and Investment Products.
- Collaborated with HR for recruitment, interviewing, onboarding, manpower planning, and workforce management for Pan CVM.
- Designed and implemented training programs to enhance product knowledge, sales capability, quality standards, and regulatory compliance.
- Conducted regular performance reviews, coaching session, and feedback discussions to improve employee productivity and engagement.
- Developed dialer strategies and process improvements, significantly enhancing customer connects rates and conversion ratios.
- Monitored key performance Indicators (KPIs) productivity metrics, service quality, and business MIS to drive continuous improvement.
- Ensured strict adherence to RBI guidelines, IRDAI regulations, compliance standard, and internal bank policies.
- Led employee engagements and retention initiatives, reducing attrition while fostering a high-performance culture.
- Partnered with senior stakeholders to identify business opportunities, resolve operational challenges, and improve customer experience.
- Maintained exceptional service quality through regular audits, quality assurance reviews, and process governance.
- Successfully managed Affluent Desk (4 Officers) and NUNP Desk (2 Officers) while ensuring achievement of business and service objectives.
Senior Manager - Kotak Mahindra Bank
(2018-05 - 2023-02)
- Led and managed a high performing team of 50 officers and 2 Team leaders, Consistently achieving Sales, service, and operational goals.
- Successfully sold insurance products of Kotak General Insurance & Kotak Life Insurance consistently delivering revenue growth and business targets.
- Drove overall portfolio performance by monitoring Sales, Service Levels, Productivity, Attendence, Shrinkage, AHT, Quality NPS, CSAT, and SLA/TAT.
- Increased Net Promoters Score (NPS) and Customer Satisfaction (CSAT)through focused coaching, service recovery and continuous process improvements.
- Ensured Quality Review Compliance (QRC) scores were consistently maintained between 95%-99% within defined Turnaround Time (TAT) through regular quality audits, coaching and corrective action plans.
Team Leader – NRI, Forex & Asset Desk - INDUSIND BANK
(2017-04 - 2018-05)
- Managed multi-functional teams supporting NRI Banking, Forex, Assets Loans, Email Support, and Customer Engagements.
- Increased revenue through cross-selling of Insurance, Forex, Deposits, Remittances, and Loan products.
- Ensured compliance with RBI, FEMA, KYC and AML guidelines.
- Managed Centralized Engagement Management (CEM) Desk & Micro Finance Desk.
Escalation Desk Team Leader - INDUSIND BANK
(2011-03 - 2017-03)
Outbound Team Leader - INDUSIND BANK
(2011-03 - 2017-03)
Trainer (On-the-Job) - INDUSIND BANK
(2011-03 - 2017-03)
Subject Matter-Expert - INDUSIND BANK
(2011-03 - 2017-03)
Phone Banking Officer - INDUSIND BANK
(2011-03 - 2017-03)
Store Operation - VODAFONE ESSAR LTD
(2009-01 - 2011-03)
- Managed retail store operations in the absence of Store Manager.
- Achieved monthly sales, revenue and customer acquisition targets.
- Managed inventory, cash handling, and store administration.
- Ensured profitability through effective P&L management.
- Resolved customer complaints while maintaining high service standards.
- Led store staff to achieve sales and operational KPIs.
