Arun Kumar Email & Phone Number

Chennai, Tamil Nadu, India

• Resolution of customer’s query, request and complaints through Regulators, Regulatory Forums, Senior Management and Social Media. Coordination with Banking Ombudsman and Nodal Officers across India. Ensuring smooth closure of complaints within the specified TATManaging Email, Call Centre, Social media, Digital service channels• Root Cause Analysis of complaints to fix the processes. Initiate changes in process to provide best Customer experience • Reduction of overall Complaints and request, by introducing many digital self services touch points • Process Improvement in continuous journey to provide easy working environment for stake holders and CS agents • Audit Compliance with audit requirements of Internal, External and Regulators • Implementation of CRM, Digital platform projects to enhance Customer Experience Customer Satisfaction Survey to track Customer Satisfaction

Chennai Area, India

 Heading the teams handling Client Escalations to Regulators, Legal forums, Senior Management and Social media  Managing team, handling complaints on product and process of wealth, Credit Cards, Assets, and Liability  Ensuring that customer grievances are resolved within the specified TAT to avoid further escalations. Analyse monthly trends for complaints, requests and share with stakeholders with earlier touch points. Complete route cause analysis and suggest process and policy improvement ideas, thus aiming towards overall reduction in complaints and enhanced customer service scores. Perform weekly and monthly audit checks ensure that the complaint handlers adhered to Complaint handling guidelines Experience in direct handling most difficult clients  Managing Vendor with SLA and TATs  As PNO of the bank, acting as an one point contact for Banking Ombudsman, Consumer education and protection department of RBI on customer complaints Coordinating with Nodal Officers across India for quick resolutions of customer complaints escalated to BO Represent the Bank in regulatory forums

Chennai Area, India

Based out of Parrys Branch. Handling a team of 30 people. Cash counter, Service team, Relationship managers, Wealth team, sales team ets. Responsible for Compliance in Audit & Revenue generation for the Branch. Aligning Channel partners and stake holders of the business in tack to the Organisational agenda.

Chennai

Handling a team of 185 agents at Chennai. Responsible to grow Businesses of Personal loans, Credit cards, Life insurance, General Insurance, Top up loans and Loan on cards.

Chennai, Tamil Nadu, India

Managed SCB Branch at Coimbatore. Team size of 23 members. Responsible for Cash counter, Locker, Sales and Service of the Branch. Won best branch award in year 2012 in that category. Successful audit compliance. Great growth in HIN customers.

Heading East Region of Standard Chartered Bank for NRI Services

Responsible to set up the NRI Units in Chennai. Accquire new NRI custoemrs and service the existing huge customer base

Responsible for sourcing new to bank NRI Customers through the sales team at Tamil Nadu branches. Conduct activities in towns of Tamil Nadu to generate new leads . Supporting the customer service at the branches, Training both Sales and Service team on NRI products. Deeper mining of HNI customers and increase wallet share in investment

Doctor Of Philosophy - Phd, Banking And Financial Support Services

Research on Impact of eBusiness on Banking Industry

Edibm, International Business Management

Mba, Marketing