Monisha Virani Email & Phone Number

Mumbai, MH, IN

Mumbai, Maharashtra, India

• Responsible for planning, promoting and coordinating activities necessary to maintain and improve the quality of Bank’s operational infrastructure.
• Accountable for Change Management, impact analysis and implementation of various Regulatory guidelines including framing of Internal Procedures and required system support development, ensuring compliance with local.
• Responsible for submission of various Operation’s related Risk Based reports (RBS Tranche) and Bank Profile reports to RBI and liaising with regulators, providing clarifications on regulatory audit observations and.
• Monitor key Operations Risk indicators (KRI) such as Errors (Operation Incidents), Root cause analysis, Productivity, Staff resourcing, Overtime, etc. Also responsible for reviewing new processes/ product launch from.
• Designing & modifying existing Operation procedures, Forms, Formats, Customer communications, etc. to facilitate implementation of Regulatory Changes / New Product roll outs/ Standardization of operations and.
• Responsible for supporting Asian System office by playing a key role at various Project Management phases like System deployment feasibility study, gathering user requirements, preparing Business Requirement Document.

Mumbai, Maharashtra, India

• Service Manager- Branch Operations & Client Relationship (Senior Manager)
• Responsible for overall branch operations, P&L, Audit & Compliance.
• Managed a team of 12 to 14 members comprising of Tellers, Service officers, Operation managers & Relationship officers.
• Independently managing service requirements of branch’s Top 25 customers and generating income from cross selling of various banking products.
• Expertise in handling of Trade Finance transactions like BG, LC issuance, FX remittance, etc.
• Responsible and nominated as SPOC for 6 branches of Thane cluster for maintaining the customer service quality levels, conducting surprise branch audits and assistance in handling various customer escalations.

Mumbai, Maharashtra, India

• Responsible for overall branch operations and driving the team to achieve annual CASA and revenue budgets.
• Acquiring & deepening of customer relationships by delivering high service quality across the counter and referral generations for Cross selling of multiple products like LI, MF, PMS, etc.
• Managed various ongoing Legal/Criminal cases against branch’s customers with CBI and Session Court.Achievements
• Joined as a Customer Care executive and was promoted to Customer Care Manager in 9 months of joining followed by another promotion to Branch Operations and Service Head in next 1 and ½ years.
• Reduced the Turn Around Time (TAT) for resolving customer complaints from 4.8 days (annual average) to 1.5 days and fetched the Best service quality Award for Branch