Accountable for overall control of Branch Banking, Micro Finance Branches and Regional processing Unit (RPU) by providing requisite support and guidance to the operating teams to ensure service levels are met, ensuring Audit and Quality Scores reflect strong compliance with Regulatory and Process guidelines and high level of customer satisfaction.Being a founder team member, was responsible for setting up the entire RPU and Branch Banking activities for the Bank along with system and process implementation.

Responsible for all operational activities in the Bank Branches, Microfinance Branches and Business Correspondents (BCs) including backend activities of managing Regional Processing Unit while handling account opening, account maintenance, loan processing (Secured and Unsecured), loan disbursement, deliverables, clearing and CMS activities.

Was responsible for setting up the entire CPU (Central Processing Unit) for the Bank along with system and process implementation. Have been an integral part of the initial setup of the following processes:• Complete end-to-end process finalization of Account Opening and Account Maintenance process.• Part of the system setup and UAT for the Account Opening workflow.• Part of finalization of all Account Opening Forms and other related account maintenance forms.• Preparation of Process Note for handling both security and non-security deliverables.• Part of the team for finalization of SOP for Branch Operations.• Phone Banking end-to-end process with IVR and CRM integration.• CRM product finalization for inbound and outbound activities for phone banking. Imparting process and system training to all members of the CPU and Branch team by continuously assessing product, process & system knowledge & nominate staff for further training.

Team was responsible for guiding the branches to deliver efficient and quality service within the overall systems, policies and processes of the bank.• Ownership of Service Delivery at branch and for the Region/Zone: Overview of customer handling at branches in the Zone, managing effective touch point management and responsible for creating positive customers experience by:o Monitoring customer engagements initiatives, providing insights on superior service provisions, key differentiators and service commitment.o Ensuring superior customer satisfaction within the Service Framework by enforcing SOPs, best practices and key service differentiators.o Minimizing service oversight/ lapses due to operational activities.o Front line complaint management and recovery of service failures.o Customer Feedbacks/Suggestions through customer surveys and mystery shopping.o Driving for Channel migration through branches.• Report observations and findings in a Branch Service Health Check Report and work with the branch management in resolving the concern areas and escalate matters to Zonal Head/Service Head where required.• Ensure Branch Operations has adhered to the laid down internal processes & controls. • Monitor adherence to employee code of conduct and implement information security at the branches.

As a Unit we support the front line of the organization to manage operational risks. Proactively reinforce operational risk management in the line organization and create confidence in the line organization based on a consistent process definition. Ensuring branches have smoother operations; provide better service and more satisfaction to the customer and other process related issues.• Ensure KYC guidelines are followed and liaise with other units to monitor the quality of the same.• Ensure that branch personnel are trained on processes, systems & service parameters before any new roll out.• Track and monitor for any open/highlighted items raised during previous Internal Audit for closure.• Certify implementation of new processes / systems/ initiatives at branches and drive improvement in TAT and quality on key processes to ensure the 'right' customer impact has been effective.Visit all branches in East as per defined frequency to discuss Service initiatives & performance.Also acting as a “Training Champion” for all branches by continuously assessing product, process & system knowledge of customer interfacing staff & nominate staff for training.

Worked as Head – Operations and Customer Service where my primary responsibility along with Branch Operations and Compliance were to bring in complete customer satisfaction.• Managing a team of Customer Service Executives who are handling external & internal customers' requests, complaints & queries and handling irate customers & escalated cases at branch with end-to-end resolution.• Ensuring operational excellence of the branch for delivering exemplary service to customers by adhering to the company defined TAT & other service parameters.• KYC and AML checks for existing customers along with monitoring, processing of Account opening documents and maintaining regular contact with customers.• Monitoring of all teller transactions (Cash, DD, PO, RTGS/NEFT, Transfer Payments and Clearing activies)• Branch Deliverables and Reconciliation.• Expenses and Office accounts monitoring along with GL reconciliations.• Statutory, Internal Branch Audit.Also working as Assistant Branch Head and Financial Adviser of the existing customers of the branch responsible for revenue-generation for the bank by actively participating in business expansion/ and third- party products.

Heading the Operations Team of the Commercial Recovery Unit of the Credit & Risk Dept. where my primary responsibility along with handling Team Operations was to act as a Backend Support Function for the Relationship and Credit Managers.My Team was also responsible for all kinds of monitoring and Static Data updations starting from: Documentation/ updation of securities, security valuations, O/D and Loan Limits to be set on the systems. Monitoring of facilities like - Net Banking, Bill payments, Direct Debits and other services. My job also included monitoring of Operational Risk, Daily Payments and Account activity for all customers under Recovery or Insolvency parameters.While handling Operations my primary responsibility included –• Payments and Accounts monitoring.• New and Renewal of Lending applications for credit and risk review of the facilities.• Risk Management & Internal Controls in business processes.• Audit checks for all Executives for controlling and monitoring Operational Risk • Co-ordination with Relationship Managers for case analysis• Internal audit of processes/function as per the Audit Plan.• Interest calculation and Redemption Statement• System updation and Citrix updation

Worked as a Branch Operations/Service Manager where my primary responsibility along with Branch operations was to bring complete satisfaction to customers as being the face of the Bank Branch.• KYC and AML checks for existing customers along with monitoring, processing of Account opening initial DVU and maintaining regular contact with customers.• Clearing referrals for all HNW/Preferred Customers Finware.• Customer complains – Through letters/Phone Banking.• Branch Deliverables and Reconciliation.• Locker Opening and Operations.• Trade Finance (Branch Level) - Foreign Remittances, Letter Of Credit & Bank Guarantee,• Statutory, Internal Branch Audit.• Balancing and tallying for GL Heads at Branch Level.Asset Champion: Acting as the one point contact for all assets products in the Branch by providing support to though Knowledge Sharing & Product informationMerchandising Champion: This includes coordinating for all New-promos launched by the Bank and Branch.

• Outstation Cheque Clearing: Monitoring the office accounts and coordinating with Branches and Other Banks. • NCR Project: Monitoring of the Inward Clearing and Outward Clearing Process through Check Mark Software.• Clearing Officer: Handling of inward clearing, outward clearing and high value clearing through “Finacle” and “MMBCS” (RBI package). Reconciliation of clearing differences, Cheque posting and Return marking and monitoring.• Regional Mailing Room: Handling Bank Statement printing and dispatch for all branches across East. In-charge for ATM / Debit Card and Cheque Books for 27 Branches across East.• Was a member of Process audit team – handling Process audit across regions.

Primary responsibility is to bring complete satisfaction to the customer as being a direct contact between the Bank and the Customer by way of handling Customer queries, requests and complaints.Also actively participated in other Cross Sell activities by the Unit like – • Sourcing of supplementary cards, EMI Programme & Balance Transfer• Processing of cash draft payable in installment basis. • Personal loans based on the account history and repayment ratio of the customer’s account.• Was also responsible for the data collation and Weekly & Monthly MIS for the Inbound Team