MANAGER - CUSTOMER SERVICE AND OPERATIONS
INDUSIND BANK LTD
Total years of experience :11 years, 9 Months
Responsible for the smooth running of the routine operations of the entire branch Viz. Cash flow management, remittances within TAT, handling customer queries.
Complaints management is a major part that is TAT enable affecting the branch score card.
Solely handling the audit of the branch - have consistently maintained the branch Audit in Low risk category, achieving the status of the only branch under low risk in CAT A+ category in the entire South Zone.
Besides handling my direct reportees i.e Operations team and Customer Service manager (team of 13), have been supporting the other team and department in fulfilling the branch KRA.
Responsible for downloading the process update and changes to the team and to make sure the same is implemented as per the Bank’s policy
Have been instrumental in taking my team members to the next level in their career.
Responsible for training the new joiners viz. Product, KYC, AML and other banking process.
Have played a significant part in migration of bank’s software from Kapiti to Finacle. Mapping business requirements and coordinating in developing and implementing processes in line with the pre-set guidelines; spearheading migration initiatives.
Have played a role as a recruiter of operations staff and Customer service managers
IndusInd bank, being the pioneers in handling tea settlement for entire India, have resulted in hands on experience in handling the tea settlement entries and managing delivery orders.
When posted in Coonoor, have liasoned with the Army for introducing the Defence accounts for the Defence personals.
Have been appointed as Officiating Branch manager since Jan 2011 in the absence of the branch head and have led the branch to achieve 270% of the annual target in revenue.
As manager customer service operations with IndusInd bank, have upgraded my branch from Medium Risk branch to Low Risk branch in Audit and also have managed the branch in both Operations and Sales and have been consistently supporting the branch with 30% of the branch revenue.
The role requires co-ordination with the Regional Management Team, Business Banking, Home loan, Loan Against Property, Educational Loan, Vehicle Finance division, Account opening team and Clearing Hub; which I have executed to my best ensuring the smooth transactions to the customers and the branch.
Being in the regional branch, have taken up the responsibility of maintaining the records and account opening forms of the 14 branches in the Coimbatore region to timely despatch to the corporate office.
Have also been a major player in cost analysis i.e the entire operational of the branch in terms of expenses, infrastructure and co-ordination with the IT and network team.
Also do take care of Vendor Management.
Based on the consistent performance, have been promoted as CHIEF MANAGER in August 2014.
Have taken an active part as a Trainer - imparting knowledge on process and products for the new joinees.
Handling front-end operations for Savings, Current & Fixed Deposits. Checking customers' identification and ensuring the customer's forms are completed correctly.
Involved in Cash Management for branch as well as extending priority banking services. Interfacing with other banks for lending/ borrowing and ensuring compliance with the statutory requirements laid down under different acts governing banking regulations. Ensuring that the bank has the correct amount of cash for the day's transactions.
Managing customer centric banking operations & ensuring customer satisfaction by achieving delivery & service quality norms. Attending to investors/ clients (individuals/corporate clients) concerns & complaints and undertaking steps for effectively resolving them. Interacting with the customers to gather their feedback regarding the products’ utilities. Maintaining cordial relations with customers to sustain the profitability of the business.
As a Branch Sales Manger, interacting with customers and building a relationship with the Team in the Pursuit of delivering the Targets. Acting as bridge between the sales team and the operations by generating leads and converting them. MIS handling.
Have been identified as Audit Champion of the Branch that am associated with. The responsibility involves handling documents-both domestic and legal, regularization of the process, to fulfil the parameter that involves the rating of the branch.
Have handled the branch Trade Desk: Responsibility of handling Export & Import documentation and their processing, Providing BRC, payment advice, debit advice memo, handling of LC, processing Bill of entry, inward and outward remittance and the like. And also to ensure the payment and receipt is done within TAT.
At SEG DESK: Acting as a one point contact for the current a/c clients to serve them better viz.providing facilities like Internet banking, mobile banking and solving any other issues faced by them.
Successfully handled various calls in trouble shooting the various problems faced by the customers of YAHOO DSL with the broad band internet connections.
Displayed competency in:
o Providing complete solution to the customers.
o Handling supervisor calls across the floor.
o Providing quality solution so that the customer does not face the same issue.
Actively involved in:
o Reviewing documents.
o Sending daily reports.
o Training the fellow members.
o Analyzing the quality of the calls.
o Scorecard presentation.
o Interacting with clients on queries.
Have done MBA in dual specialization - Finance and Travel & Tourism.