Branch Service and Compliance Manager
ICICI Bank Ltd
Total years of experience :10 years, 6 Months
ICICI Bank Ltd. Since July '11 - Till date
Branch Service and Compliance Manager
* Monitoring overall functioning of processes viz, Cash/Cheque Collection/Payment, Customer Service, Audit & Compliance, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.
* Ensuring that the Financial Transactions of the branch are under control and the branch adheres to the Banking, Know Your Customer (KYC) and Anti-Money Laundering (AML) norms at all times.
* Supervising Key Areas including Audit and Compliance, Transaction Processing, Team Development, Cost Management and Revenue Generation.
* Providing advisory services to high net-worth customers on funds management while maintaining relationship with Key Accounts.
* Responsible for dealing with external and internal auditors and inspections and compliance.
* Analyzing risk appetite of an individual for providing them apt investment solutions, ensuring that solutions provided match the risk profile and Cross Selling.
* Overseeing process improvement initiatives through system changes, process realignment/ redefining & efficiency management for cost effective process.
* Adhering to Standard Operating Procedures, Manuals to facilitate smooth functioning of process, ensuring conformance to Service Level Agreements.
* Monitoring inventory level at branch.
* Ensuring compliance of various quality measures by maintaining requisite documentation/ records. Writing/reviewing detailed documents like process and validation protocols.
* Processing of bills from branch level.
* Maintain best Scores for Service and Quality.
* Building a pool of talented Employees and showcases before seniors, put them into large jobs, stretching their capabilities and developing their potential with the clear intention of grooming future leaders for the organization
* Creating challenging opportunities that stretch people's capabilities, encourage Experimentation and calculated risk taking and using timely feedback to develop people.
Key Achievements
* IRDA Certified in August, 2013.
* Achieved "The Pride Summit -FY13" winning Branch Award.
* Certified in Branch Leadership Practice in 2012.
* Good result in Internal Audit Department Audit.
* In spite of being a new in Banking Industry achieved CASA Winner Certificate in Sept '11 and Record sale in Gold in the cluster in Oct '11.
Cluster Distribution Operation In-Charge Dec '10 - June '11
* Responsible for stationery and stamp paper management for the entire West Bengal II Region consisting of 25 Branches across West Bengal.
* Ensured Quality compliances laid by Internal & IRDA for Audit Purpose.
* Responsible for entire Distribution Operation for the Horizon Branch, the Second Largest Branch in PAN India consisting of 7 different distribution Channels.
* Responsible for resolving day to day Commission, Gift and Promotion related queries of various Channels.
* Responsible for processing of New Agent Application form, Training Allocation, Exam Allocation and following up with various departments for faster licensing.
* Maintaining other day to day Branch operation activities.
TATA AIA Life Insurance Company Ltd. April '07 - June '11
Branch Operations Manager April '07 - Nov '10
* Ensured Quality processes laid by Internal Audit & IRDA for maintenance of Audit & Compliances purpose.
* Supervising the Operations, Facilities and Administration Activities to facilitate Agency Sales, Alternate Channel Sales and training departments with a professional work environment
* Maintained various trackers for update issuance and pending requirements from Financial and Medical Underwriting Teams between Spokes Branches and HO.
* Monitoring activities related to internal and external clients queries with the minimum TAT possible.
* Monitored Tele-Calling Process for Customer Contact ability for various service related issues.
* Down line reportee by Branch Cashier, CSO, BOE and facility Staff.
* Responsible for processing of New Agent Application form, Training Allocation, Exam Allocation and following up with various departments for faster licensing.
Key Achievements
* Achieved certificate on Fundamentals of Finance from KESDEE Inc. in January, 2010.
* Achieved The Great Insight SMILEY Challenge Certificate from Mr. Vivek Prakash, Zone Head, Agency BA in August '09.
* Achieved Certificate on LEADERSHIP ESSENTIALS in November '08.
* Got promoted within 1 and half a year of joining to Sr. Executive from Executive.
* Supervised and facilitated the entire TALIC Arambagh Branch set up in July, 2007.
Team Lease Services (P) Ltd. For GE Money March '06 - March '07
Team Leader - Credit
* Responsible for the Credit Assessment within turnaround time (TAT)
* Responsible for entire Processing of files from Login to Sanction & Disbursement of various DSTs & DSAs.
* Taking face-to-face Interview of Customer & Reference checking and solving queries of customers.
* Financial Analysis of Customer's & Company's Financials.
* Preparation of Report on Customer profile & CAM (Credit Appraisal Memo)
* Checking all verification, Legal & Technical Report as per company policy.
* Checking of Disbursement Docket for Home Equity & Home Loan.
* Preparation of Daily MIS & other various types of Monthly MIS with Performance Analysis of DSA & DST.
* Following up with vendors for fired reports to reduce TAT.
Ghosh Khanna & Company. For GE Money Apr '05 - Feb '06
Team Leader - Credit
* Responsible for the Credit Assessment within turnaround time (TAT)
* Responsible for entire Processing of files from Login to Sanction & Disbursement of various DSTs & DSAs.
* Managing the entire CPA team for handling Personal Loan.
* Eligibility Calculation of Customers and Company.
* Taking Short Interviews & Reference checking of customers over phone.
* Conducting policy & imparting training to new joiners for conducting credit interviews & report writing.
* Financial Analysis of High Value Files.
Dream Weaverz, Franchise of ICICI Home Finance Co. Ltd. May '04 - Mar '05
Back office in Charge- Sanction
* Responsible for entire Processing of file from Login to Sanction of Home Loan & Personal Loan and sending them to ops within TAT.
* Maintaining CMS (Contact Management System) and the important data in PQIS (Process Query Information System)
* Calculating the eligibility of the customer, checking frauds.
* Giving Training & Encouraging the Sales Executives to achieve their Target.
* Various other Back Office jobs in Sanction Department.
Diploma in Business Administration ICFAI University, Hyderabad, 2008.
Master of Commerce
B.Com (Hons)
South City (Heramba Chandra) College, WBCHSE in 1998 Class X