Akanksha Jaiswal Email and Phone Number

-Oversaw the timely and accurate resolution of regulatory complaints, ensuring compliance with guidelines and effective stakeholder collaboration.-Enhanced the complaint management process by analyzing issues from all perspectives, identifying gaps with areas for improvement, and implementing recommended solutions.-Assisted sales and customer-facing teams by providing expert advice on customer grievances and queries.

-Ensuring timely and satisfactory resolution of complaints raised through various channels through proactively identifying the issue and following up with other functions for solution.- Driving Service Quality initiatives and outreach programs for the region with the objective of driving a culture of best in class service delivery.- Monthly analysis of complaints/requests received for region to review the existing process, locate the gap, RCA for trending complaints and highlighting it… Show more -Ensuring timely and satisfactory resolution of complaints raised through various channels through proactively identifying the issue and following up with other functions for solution.- Driving Service Quality initiatives and outreach programs for the region with the objective of driving a culture of best in class service delivery.- Monthly analysis of complaints/requests received for region to review the existing process, locate the gap, RCA for trending complaints and highlighting it to concerned team for action plan and process improvement.- Engaging with all the clusters and branches and drive a culture of service excellence through FTRs & maintaining TATs leading to reduction in customer complaints, regulatory escalations thus ensuring customer delight by achieving delivery & quality- Responsible for monitoring regional performance of SFB in customer service indices by building regional service quality customized MIS which helps regional business & support functions to deliver better output in index parameter.- Conduct cross functional team meetings to improve lagging service standards of business & support functions- Implement feasible process improvement by gathering and provide feedback from/to other departments in line with customer and bank interest.- Perform root cause analysis of critical service quality lapses and incidents, identify/recommend solutions to fix them and follow up for implementation which improves customer service.- Coordinate and manage with respective stakeholders on the C-SAT alerts for timely closure and present the communications on the C-SAT results achieved Show less

-Sales analysis and reporting of CASA and TD products -Planning and Strategizing monthly target for branches and resource category - Implemented individual product drives to motivate sales force and increase business.- 3 major touchpoints i.e. sales, branch team and customers to identify new demands and update product on latent need.- Module preparation and training on product knowledge, form filling issue, FAQs, for new hires and branch staff. -Address and resolve… Show more -Sales analysis and reporting of CASA and TD products -Planning and Strategizing monthly target for branches and resource category - Implemented individual product drives to motivate sales force and increase business.- 3 major touchpoints i.e. sales, branch team and customers to identify new demands and update product on latent need.- Module preparation and training on product knowledge, form filling issue, FAQs, for new hires and branch staff. -Address and resolve customer escalation Show less

-Identified the issues wrt amendments in Bills of Entry and Duty invoices that the business currently faces. -Analyzed the impact on Service Quality / Productivity / Cost Savings etc. which needed improving.-Assisted in building and implementing a solution that brings down the number of such cases. -Results showed improve FTR and service quality by 70%.

-Conducted Internal Financial Control Reviews to identify and address detective and preventive control gaps from governance and institutional perspective for different processes.- Deep dive analysis of current process of clients to understand their requirements, issues faced by stakeholders to assist in preparing SOPs to streamline the processes.- Assisted in preparing various Business Development proposals with Directors and senior managers for sourcing new clients across sectors.-… Show more -Conducted Internal Financial Control Reviews to identify and address detective and preventive control gaps from governance and institutional perspective for different processes.- Deep dive analysis of current process of clients to understand their requirements, issues faced by stakeholders to assist in preparing SOPs to streamline the processes.- Assisted in preparing various Business Development proposals with Directors and senior managers for sourcing new clients across sectors.- Was responsible for training and mentoring new hires Show less