Identity? Performance driven and insightful with a proven ability to achieve and exceed all revenue and operational objectives in high pressure environment.
? A result oriented professional with over 6 years of experience in Retail Banking, Training and Development, Team Management, People Management, Business Development, and Branch Operations, Administration.
? Skilled in conducting Training related to all operational aspects in a branch, both product and process related
? Hand holding new tea members and assisting them in acquiring the know how wrt their job roles and the required sales skills.
? Relationship development expertise that complements the ability to aggressively build rapport with clients and colleagues, thereby driving revenue growth.
? Proven leadership and team building skills, coupled with the ability to direct strong team through regular training and development programs in managing customer relationships and providing services.
PROFICIENCY MATRIX
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Training & Development
Team Management
Customer Relationship Management
Channel Management
Business Development
Portfolio Management
Branch Administration
MIS Reporting
Strategic Planning
CORE COMPETENCIES
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Training and Development: Managing complete branch operations with key focus on regular training and development of team members at the branch and cluster level on the continuously changing banking environment on the macro level and the updated banking circulars and operational aspects on the micro level.
Customer Relationship Management: Managing customer centric banking operations such as documentation discrepancy & ensuring customer satisfaction by achieving delivery & service quality norms. Handling walk in customers and also interacting with the customers to gather their feedback regarding the products’ utilities. Maintaining cordial relations with customers to sustain the profitability of the business for repeat business.
Team Management: Managing the team and productivity through proper profiling and value addition. Preparing and maintaining weekly reports for the team. Mentoring members thereby ensuring the timely achievement of group & individual target.
Retail / Wealth Banking: Handling front-end operations for Savings, Current & Fixed Deposits, involved in Cash Management for branch as well as extending priority banking services. Interfacing with other branches for the closure request, part payment and various other requests pertaining to various products. Documenting various financial and non-financial requests of customers.
EMPLOYMENT RECITAL
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Since Aug’09 with ICICI Bank Ltd.
Presently designated as Deputy Branch Manager – Jodhpur Park Branch
Growth Path
Nov’14 - till date Deputy Branch Manager (Jodhpur Park Branch)
Mar’11 –May 14 Deputy Branch Manager (Salt Lake Wealth)
Dec’10 – Feb’11 Branch Operation Manager (Salt Lake Sector V)
Aug’09 - Nov’10 Customer Service Manager (Salt Lake Sector V)
Roles & responsibilities as Deputy Branch Manager: Mar’11 – Till date
? Training team members and colleagues on the latest circular updates and product and process changes
? Assisting in skill development of newly joined team members in terms of basic operational knowledge and skill and also wrt products and sales
? Managing operations with key focus on top line and bottom line profitability.
? Responsible for implementing and ensuring adherence to bank’s objectives for smooth functioning of day-to-day operations through updation of learning skills of team members at the branch level and also at the cluster level.
? Reviewing the audit requirements of the department; conducting periodic audits.
? Managing the branch operations team & Mapping client’s requirements & providing them best solutions.
? Promoting Wealth Brand of the Bank by sensitising customers about the concept of Wealth branches.
? Monitoring, Measuring & controlling the inflow and outflow of the wealth Customer of the branch.
? Ensuring minimum turnaround time for resolving customer complaints and maintaining high customer satisfaction levels.
? Identifying causes for dissatisfaction among customers & taking steps to overcome the same.
? Reviewing & controlling the quality of service offered to the customers by taking a regular feedback from HNI customers thereby ensuring high quality service standards with scope for continued improvement.
? Supervising & monitoring the performance level of the service staff for ensuring superior service & mentoring staff members for the accomplishment of service.
? Looking after the activities related to Deposit Mobilization–Fixed Deposit & CASA from mapped HNI clients and branch walk in wealth clients.
? Converting the normal / other bank accounts into Wealth and Premium wealth accounts of the bank thereby adding value and volume to the wealth management.
? Working in close synergy with the Relationship managers and capacitate them for delivering exceptional customer service
Roles & responsibilities as Branch Operation Manager: Dec’10 – Feb’11
? Carrying on regular day to day Branch Operation
? Training and supervising the staff member in areas of procedures, client relations and system operation
? Looking after the Five-S of the branch to ensure proper hygiene
? Conducting daily / weekly / monthly audit at the branch level
? Working towards Fraud Management-Analysis and resolution
? Maintaining a check on the staff laps/error and take corrective action
? Handling regular customer queries, in particular escalations & critical customer issues
Roles & responsibilities as Customer Service Manager: Aug’09 – Nov’10
? Handling customer queries related to Savings Account, Current Account, Fixed Deposit, etc.
? Maintaining Five-S of the branch as Five-S champ
? Lobby Management to ensure minimal wait time
? Carrying out cash verification at branch
NOTABLE ACCOMPOLISHMENTS
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? Completely changed the FOCUS (Feedback On Customer Service) Scores of the branch within a span of 3 months from a meagre 50 points to scores of 80 and above. Also pulled the branch out from the Health council for negative branch health scores.
? Received Best Customer Service Delivery Award for the branch for the period of July – September 12
? Awarded for stupendous performance in “GIFD Challenge” (Contest for General Insurance – Fixed Deposit) for July-December’09 period
? Ranked 2nd in the Probationary Officer (PO) program – Batch 4 held by ICICI Bank Ltd.
EDUCATION
________________________________________2015 Pursuing Advanced Professional Diploma on Training and Development from the American
TESOL Academy
2009 Post Graduate Diploma in Banking from Manipal Academy
2007 Bachelor of Commerce (Honours) from Calcutta University
2004 12th from Kolkata, ISC Board
2002 10th from Kolkata, ICSE Board
PERSONAL DOSSIER
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Date of Birth: April 04, 1986
Contact Address: 104 – H, Karaya Road, Park Circus, Kolkata - 700017
Marital Status: Married
Languages Known: English, Hindi, Bengali & Malayalam
