Manisha Dhaka

▸ Full P&L ownership for a ₹100Cr+ liability book across 201 ultra-HNI clients — responsible for income
generation, product penetration, fee revenue, and portfolio NPS.
▸ Grew TPP revenue book to ₹35Cr by systematically mapping client financial goals and deploying
structured investment and insurance solutions, NFOs, and SIP mandates.
▸ Scaled DEMAT & equity holdings to ₹10Cr through market-intelligence-driven conversations and timely
portfolio rebalancing recommendations.
▸ Maintained zero SLA breach record on Burgundy premium service standards — client satisfaction directly
drove referral revenue and wallet-share expansion.
▸ Coached and guided junior RMs on HNI engagement, portfolio review frameworks, and revenue
conversion — improving team-level TPP and fee income.
▸ Led cross-functional coordination with product, ops, and compliance teams to resolve complex client
situations, protecting book retention and avoiding revenue leakage.

▸ Owned full branch scorecard for 219 HNI clients (₹80Cr liability base) — tracked and delivered against
NTB acquisition, CASA growth, FD/RD penetration, asset sales, and TPP income.
▸ Achieved 87% TPP Insurance revenue target — the highest in the team — by embedding insurance into
every financial planning conversation from day one.
▸ Generated 69% overall income at portfolio level within a highly competitive post-pandemic market,
retaining and deepening relationships with key income-generating clients.
▸ Delivered 8% CASA book growth (vs. 10% target) in FY2021-22 by targeting salary-to-savings upgrades
and acquiring current accounts from business-owner clients.
▸ Consistently met NTB acquisition targets through structured referral asks, branch walk-in conversions,
and cross-bank portfolio switches.

▸ Managed highest-value client book in branch — 250 HNI clients including 35 NRI clients — delivering
revenue across FD/RDs, credit cards, assets, LI, MF, and GI.
▸ NRI revenue specialist: converted NRI remittance relationships into full-suite investment and liability
portfolios — a high-margin, low-penetration revenue stream.
▸ Built and managed referral sales engine: structured ask-for-referral processes into every review meeting,
generating consistent NTB additions with zero marketing spend.
▸ Delivered on all scorecard KPIs: NTB acquisition, CASA book growth, AUM, and SIP unit targets —
ranked top performer at branch level for two consecutive years.
▸ Reduced portfolio attrition by deploying proactive engagement calendar — quarterly reviews, life-event
outreach, and personalised rebalancing — protecting recurring fee income.

Jaipur
• CX & Escalations, Rajasthan Circle
▸ Led revenue retention strategy for Rajasthan circle — converting escalated complaints into loyalty
recoveries, reducing churn among high-ARPU subscribers.
▸ Managed ₹Cr-scale subscriber revenue base by overseeing 4 BPO call centres (ISON, AGIES,
COGENT, Tech Mahindra), setting retention KPIs, and driving complaint-to-save conversion rates.
▸ Built Spike Tracker & TNPS dashboards for senior leadership — enabling data-driven decisions on
retention investment and churn intervention priorities.

▸ Highest collector in Rajasthan — Q4 2018: recognised as Consistent Achiever for recovering outstanding
dues from HNI and corporate accounts under direct P&L pressure.
▸ Owned channel partner revenue targets: set monthly and annual collection goals, structured incentive
plans, and managed payout reconciliation for the partner network.
▸ Recruited, trained, and managed FOS field sales agents, building a ground-level collections and
retention force from scratch and holding them to daily revenue accountability.
▸ Negotiated structured payment plans with corporate clients on high-outstanding cases — converting
stuck receivables into recovered cash flow.

▸ Managed revenue across 11 franchise outlets — drove primary handset sales, LAPU B2B volume, and
B2C subscriber acquisition across three districts.

▸ Led territory post-paid sales P&L, managing a direct sales team and channel partner network —
consistently exceeded quarterly subscriber acquisition and revenue targets.

▸ Foundation sales role: acquired post-paid and prepaid subscribers, handled revenue-impacting queries,
and drove business enhancement — building core consultative selling skills.