Karan Mathur Email & Phone Number

Vadodara, Gujarat, India

-Managing multiple operations departments and teams-Defining Standard Operating Procedures and SLA-Responsible for People and Performance management-Developing KPIs, KRAs for teams, monthly reviews-New Project initiation to completion and thereupon, weekly, fortnightly monitoring the BAU activities-Ensuring highest standards of QSAT and CSAT-Training, Mentoring and coaching the team leaders and subordinates-Guiding them for growth and learning by implementing Job Rotation, Rewards & recognition, alsoensuring creation of Back ups-Conducting Business Continuity Plan (BCP) for all Line of Business-Managing Operational Risk Score, NPS, QSAT / CAST standards-Acting as the SPOC between client and my organization for all Business Reviews-Utilizing my Data Analysis skills, Presentations in working for Continuous Improvement-Assisting for best talent Recruitment, Budgeting and RetentionAchievements-Recognized for Customizing Excel Dashboard into Interactive Dashboard using Power BI tools andAdvanced Pivot-Received several appreciations from Bank higher management for quality analysis and presentations

Vadodara Area, India

-Redressing BOB Customer complaints within TAT.-Maintaining highest standards of CSAT-QSAT-Coordination with PAN India BOB Branches / Regional Offices / Zonal Office-POC for all escalated complaints from MD/ED/ERD/BO/Social Media-Leveraging with all stakeholders for quick resolution ensuring highest FTR rate (First Time Right)across all LOBs-Maintaining and publishing various Complaints MIS reports and DashboardsAchievements-Awarded by GM-Digital Banking for Spearheading the Digital Banking Team in “Maha ResolutionWeek-Sep 2021” in reducing the outstanding number of complaints as per assigned targets

Jaipur Area, India

• Supervising day to day RTGS, NEFT, Transfers, Mutual Fund Investments Authorizations via Fax received from Corporate Customers and Branches -Supervised various operational tasks for the Team. Learned, trained, and evaluated staff under my supervision.-Evaluating KPI of all the team members-Responsible for group adherence of all mandatory online trainings, classroom teachings and evaluation of knowledge, reasoning, problem solving methods and understandings of team-Maintaining various monthly reports / MISAchievements-Awarded Best New Intake for 2018 for my outstanding performance, productivity, learning andassisting my superiors in all operational tasks

Jaipur, Rajasthan, India

-Dealing Branch walk-in customers, addressing their queries and requests-Transaction processing for Remittance – A2 payments, customer requests for static data change,Mutual Fund Investment & Insurance application-Worked as an RP (responsible person)- first line of Defense for Internal & Group Audit of Branch-Managing Branch CASA Base, Customer KYC Review, SOW assessment, Client risk assessment andratings Standard Due Diligence & Enhanced Due Diligence reviews and reports-POC for External Audits – RBI / BCSBI / Group Audits-Back-up Teller for RTGS / NEFT processing / cash transactions-Back-up custodian for Branch deliverables and InventorySenior Officer – Oct 2011 to Mar 2014-Account Opening processing, Investment and Insurance Applications-STS (straight through service) cheque /draft printing-Custodian for deliverables – Debit Card / Cheque Book/Prepaid Card / Travel or Forex Card-Clearing process – maker and checker for customer debit and returns-CTS processing / P2P cheque presentationAchievements-Awarded Best Service Manager Feb 2018 for highest Digital Activation of inactive accounts on digitalplatform-Awarded for Audit Excellence Non-Metro Branch in Group Audit and Compliance Dec 2017-Awarded for Best Service Manager Dec 2016 for extended support and contribution in managing CashOperations, Customer Walk-Ins during Demonetization period

Nasirabad, Rajasthan, India

-Managing Teller operations - Cash, RTGS, NEFT payments-Supervised all aspects of cash operations for the Bank. Learned, trained, and evaluated staff under mysupervision.-Vault custodian (Cash and Deliverables)-Handling Complaints/enquiries/instructions raised by internal customer’s viz. service delivery desk,phone banking, branches and other department.Achievements-Awarded Star Employee of the Branch Dec 2010 for acquiring highest number of Account Openingunder Financial Inclusion drive in Rajasthan Region