Assistant Branch Manager
NDB Bank-Colombo
مجموع سنوات الخبرة :13 years, 11 أشهر
Since Nov' 12 NDB Bank-Colombo, Srilanka Assistant Branch Manager
❖ Accountable for balancing of the overall cash in treasury at the branch & ordering cash for daily counter operations; assisting the Branch Manager in implementing business development strategies; providing warm, friendly and welcoming atmosphere for both employees and customers.
❖ Offering quality and exceptionally services to customers; rendering assistance to the Branch Manager to achieve sales target and projected profit.
❖ Selecting, training, supervising and evaluating the branch staff to enhance individual productivity and enable them to function according to job description.
❖ Ensuring that the branch personnel comply with federal and state laws; maintaining operational standards to provide an excellent working environment for employees.
❖ Communicating personally with customers to ensure customer satisfaction; resolving customer complaints promptly and efficiently.
❖ Supporting sales promotion activities including promotional campaigns, micro-marketing events, and trade shows; ensuring operational excellence and integrity of the branch.
❖ Developing action plans to enhance operational controls and optimize customer service; assisting in performance appraisals, promotions, and compensation activities for employees.
❖ Relationship managing over one hundred high net-worth clients of the branch based on customer relationship management fundamentals
ACADEMIA
Executive MBA Australian Institute Of Business- Gibaran Learning Group 2014
Dec' 00 - Nov' 12 HSBC, Sri Lanka
Growth Path: As Assistant Manager - Customer Services - Service Delivery Section (Jun '08-Nov '12)
❖ Functioned as the Relief Officer/Assistant Manager for the entire unit; steered activities entailing inward/outward remittances, account opening documentation, clearing cheque processing, loans and facility processing and credit card operations.
❖ Conducted thorough process reviews at three sub sections based on audit procedures, financial risk and dual control; submitted & implemented over ten recommendations, thus reducing the financial and reputational risk of the organization.
❖ Replaced permanent banking assistants with contract staff members in order to reduce the departmental cost
❖ Served as a core member of the payment processing team that releases outward telegraphic transfers, demand drafts and SLIPS, etc. and had a personal release limit of seventy five million.
❖ Reviewed the internal cut off times for the SLIPS process thus providing additional time for customers to submit their requests, as a part of Enhanced SLIPS process introduced by Lanka Clear Pvt. Ltd.
❖ Contributed towards suppressing certain bulk reports printed on a daily thus reducing overheads.
❖ Ensured optimum compliance with Central Bank /Exchange Control regulations, Export Control Regulations as well as international sanctions and HSCB group standards; consistently controlling department overheads.
Staff Officer Counter Operations/Chief Cashier - HSBC - Union Place Branch, Sri Lanka (Sep '06-Jun '08)
BankingAssistant - HSBC Bambalapitiya Branch, Sri Lanka (Dec '00- Sep' 06)
Counter Teller & Customer Service Representative
❖ Providing assistance to branch managers in the daily operations of the branch.
❖ Leading a team of service professionals to provide excellent customer service and to achieve business goals.
❖ Maintaining positive relationship with potential and existing customers for new business opportunities.
❖ Monitoring branch operational activities and providing necessary feedback and encouragement to staff to optimize the service; processing loan applications and financial transactions for customers; assisting in opening new accounts and marketing banking products and services.
❖ Understanding customer needs and recommending appropriate product and services.
❖ Conducting outreach activities to generate new customers; addressing queries and concerns from customers regarding accounts, service fee, bank statement and product details.
❖ Providing training to banking professional on customer services, sales techniques and banking guidelines.
❖ Managing daily work schedule, time cards and job duties for employees.
❖ Working with Bank Manager to develop sales strategies and conduct sales meetings.
❖ Selling loan products to individual customers and small scale business units.
❖ Managing the branch in the absence of the Bank Manager.
❖ Providing assistance to Bank Manager in maintaining HR records, carrying out performance appraisal and taking necessary disciplinary action against the non performing employees; enforcing security procedures and statutory banking laws and regulations to ensure the branch is in compliance with audit standards.
TRANINGS ACCOMPLISHED
❖ Customer Service Excellence Training, conducted by Mr. Dhammika Kalapuge.
❖ Business Etiquette by Dila Hettiarachchi.
❖ Advanced Excel Training conducted by in house HSBC trainers.
❖ Le Revemobilize Leadership Training conducted by Shyam Hettiarachchi.
❖ Numerous trainings conducted by in house HSBC trainers on Customer Service, Influencing Skills, Leadership, Compliance & Money Laundering, Coaching Skills, Interpersonal Skills and Performance Evaluation, etc.
❖ Bagged 3 external commendations from customers for superior customer service and in depth product knowledge. Successfully acquired a score of over 80% in mystery shopper surveys conducted for the Bambalapitiya branch in 2006.
❖ Served as a core member of the Bambalapitiya Branch that won the Overall Runnersup Trophy at the inter branch product championship during the years 2002 and 2006.
❖ Resourcefully conducted process reviews at three sub sections based on audit procedures, financial risk and dual control. Submitted over ten recommendations each which have been implemented, thereby reducing the financial and reputational risk of the organization.
❖ Successfully replaced permanent banking assistants with contract staff members; reducing departmental cost.
❖ Served as a core member of the payment processing team involved in releases outward telegraphic transfers, demand drafts and SLIPS etc and had a personal release limit of seven hundred and fifty thousand US dollars
❖ Competently suppressed certain bulk reports printed on a daily basis thus reducing overheads.
❖ Delivered excellence in acquiring optimum compliance with Central Bank /Exchange Control regulations, Export Control Regulations as well as International Sanctions and HSCB Group Standards.
EMPLOYMENT DETAILS
Generic MBA completed in Sri Lanka as a distance learning student