Manager Customer Service & Operations
indusind bank ltd
Total years of experience :23 years, 0 Months
One Point Contact for all customer queries across the Bank
Interacting with the clients on a regular basis & providing feasible solutions to all their queries, issues related to payments & handling checkpoint calls on hourly basis.
Know the market and customer and develop MIS to record and provide business intelligence reports.
Setting out quality standards for various operational areas, ensuring a high-quality customer experience while adhering to the SLA’s.
Advise the beneficiary bank with respect to queries regarding payment transactions.
Interact with Branches, Sales, Marketing for follow up and resolution of the customer query within TAT.
Participating COB function testing for the unit.
Responsible for Surprise Audits and providing Performance MIS
Involved in the quarterly IQMS Audit reports to make sure everything functions in a right way by following the organization standards.
To compile and publish the audit Reports to auditors
Team Management
Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets.
Make sure that everyone has been trained in all the functions of Operations Network.
Provide a knowledge base to the on-going process upon each successful new process implementation
Organize meetings as necessary with resources within the team.
Involved in Training the new members of the team in handling the inquiries
Preparation of process procedural manual on Branch Operations, Self Assessment (Internal audit) document and business contingency plans documents.
End User of Flex cube, Putty, Olega or IECS Software for Banking Operations
Ensure quality service within the time frame.
Handling multi tasking activities in Clearing, Fund transfers and Vendor management.
Expertise and Experience in retail banking, Clearing Process and workflows.
Good Knowledge in MIS generation and reporting
Monitoring, tracking and updation of customer related documents and accounts.
Handling corporate Customer queries and solving the same within a minimal time.
Responsible for making changes in the process level and implement the same which leads to reduction of process time.
Educating Customer about various products and Technology which reduces customer wait time and increases Quality of service provided.
Handling Cash Management.
Ensuring sustained support to vendor persons about the process and infosec policies.
In charge of handling day to day Banking operations, team management, Cash Management, Queue Management and Customer Query Handling.
Successful in meeting new technical challenges and finding solutions to meet the needs of the customers.
End User of Finacle Software for Banking Operations
Handling multi tasking activities like Cash, Query and Remittance Desk
Serving as the relationship officer in the branch for handling HNI clients.
As a chief teller, Responsible for helping other teller’s to finish their work within set time and without any error and managing them effectively.
Fastest customer service officer, servicing more number of Customers within short time by maintaining good service levels.
Customer Care Executive, AUG 2003-MAR 2005
RELIANCE INFO COM., CHENNAI
Entrusted with task of managing customers covering various aspects such as sales and support, technical presentations, product marketing, quality assurance, integration and build, documentation and training
⇨ Preparing daily, weekly and monthly MIS for Sales
⇨ Recognized as the Customer Service Star for the year 2004
⇨ Handled team efficiently and encouraged them to achieve the target
⇨ Responsible for handling a team of 10 people to improve productivity and sales
⇨ Generated new ideas to increase the revenue
Customer Care Executive, JUN 2001-JUL 2003
Muthoot Bankers, CHENNAI.
In charge of Retail Financial Services of providing loans to the customers.
⇨ Keeping a check of gold loan provided based on the purity of gold (after an appraisal test) and providing the rate taking into account of the current market conditions
⇨ Accepting fixed deposit and providing interest to the customers either by cash or by depositing directly into their accounts.
⇨ Managing customer centric banking operations & ensuring customer satisfaction by achieving delivery & service quality norms for Customers.
⇨ Attending to customer concerns & complaints & undertaking steps for effectively resolving them.
ACADEMIA
B.B.M in Management, 2001 Shri Chandra Prabhu Jain College, Madras University, Chennai.