Entrusted with a challenging profile of managing and executing CRM Transformation Projects through a new working Model – Offshore Development Centre by leading, engaging and collaborating with a 20 Member dedicated Team of Bank’s Technology Partner, CRMNext along with Bank’s Internal IT Functions Key achievements include:Successful execution of over 150+ transformational projects more than 200 Change Requests / Enhancements through effective collaboration across diverse business groups and functions within the Bank.Played a key role in establishing 4 Digital Banking Units under Azadi Ka Amrit Mahotsav initiative of Ministry of Finance including successful implementation BankQR – a revolutionary digital platform offering bank’s products and services round-the-clock to the customersDeveloped and implemented 12 real-time Customer Service Journeys and integrate them across multiple customer facing platform like ChatBot, MyCards, Leading Social Media Platforms, MobileBanking App, WhatsApp ChatBanking and Bank’s Website under Insta ServicesSuccessfully established customer-led Digital platform, Xpressway across Retail Branch Banking and led its adoption and usage by collaborating with Growth Marketing TeamContributed to a cost savings of more than 10 Crores as well as saving more than 1.2 Lakhs invaluable man-hours through Insta Services. Further, through efficient Project Management and execution, managed to saved more than 20 Crores of cost during the period Jul’20 – Dec’23Developed and executed “Share your Feedback” Project which will aid in collecting and measuring Net Promoter Score (NPS) on a Real-time basis.Collective implementation efforts and execution resulted in significant cost savings and enhanced customer experiences across the bank's product and service offerings.

Assigned the role of Channel Head for Virtual Managed Portfolios to drive Digital Parameters – Net & Mobile Banking Usage, Bill Payments and to drive digitization in New Acquisitions through Alternate Banking & Channel Partnerships (ABCP). Role entailed driving Digital Parameters in approximately 5.5 Million Virtual Managed Groups across 14 Locations in India.Successfully created a team of 3 Channel Managers from scratch and helped drive the digital objective of the Bank across three Virtual Managed Programs – Virtual Relationship Management (VRM ), Classic-On-Phone (COP) & Prime BankingInstitutionalized a detailed Payout Process Mechanism for Alternate Banking & Channel Partnership, CSC, which was implemented from October’19. This was a key achievement and aid in gauging the Digital Performance of the Channel Partner and performance-based Pay-outs by formalizing a pay-out structure for the Channel which was a strategic tie-up for the Bank.

Successfully led the product development, channel & business management of Bill Payments across Business Functions and Verticals, Process and Vendor Management Displayed ability to think radically and leveraged the prior industry experience and knowledge gathered to translate into business, revenue and strategic implementation.Successfully led the Bill Payments Targets in FY 2017-18, having overachieved the Bill Payments Unique Users Targets active on Bill Payments. A staggering 3249 Branches ( 70% of Total Branches ) across India met its Annual Business Plan.

Successfully led a mid-size retail branch of about 500 Crores through a strong team of 14 Banking Officials. Oversaw performance delivery and development of 7 HNW Managers - 1 Imperia RM, 2 Preferred RMs & 4 Classic Personal Bankers and guided them to achieve their income budgets and other business parameters through application of business knowledge and effective use of data analytics and tools.Successfully increased employee retention by creating a positive work environment. Developed and elevated, directly and indirectly, 10 Resources to higher roles and responsibilities during my 40 months' stint as a Branch Head.Consistently overachieved TPP business and income, income from Retail Trade and Forex business, outperformed in cross selling credit cards and ensure budgets are met for Gold Loans by leveraging the benefit of Fulfilment Unit at the Branch as well as business growth in CASA, Time and NR book and in Retail and Business Banking Assets, which had a multifold jump in business since 2014 Cultivated strong business relationships with customers to drive business development which translated into liability book size growth of 175 Crores over 40 months - a growth of about 4.5 Crores per month. Ensured implementation of branch banking processes, procedures and audit operations - Branch has been consistently rated "Satisfactory" in all its Audits during my stint and was rated "Excellent" in SQ Audit in the last two financial years.

Successfully oversaw implementation and execution of operational procedures and processes at the Branch, developed controls and checks across job roles / counters during my brief stint as Operations Manager.Additionally, mentored Region's Kwiz Kat Team and helped them prepare through rounds till clinching of the Winning Title.

Successfully coordinated business information, feedback sharing across 353 Retail Branches with a liability base of about 35,000 Crores. Displayed an ability to assimilate Bank's MIS and gave periodic feedback and business insights to Branch Banking Head, Zonal Heads, Circle Heads and Cluster Heads for strategic implementation resulting in profits, business growth, staff performance and retention.Always displayed exuberance in coordinating and collaborating well with the Zonal, Circle, Cluster and Branch Heads, Coordinators and other business functions like RBCU, Direct Sales, Assets Team, Product Managers, ECG/CBG RMs to get things on board in time.Jointly worked across business functions and projects and successfully achieved systemic benchmarks and time lines. Successfully driven key projects initiated by Country Head for over three years during my stint as a Regional Coordinator - helped in a value growth impact of about 125 Crores from these projects.Consistently showcased high analytical quotient and thus just not provided MIS but a complete overview and detailed business insights at a Pan India level. One of my studies and analytics on BSO Model, their life span, productivity and incentives, for retail branches was appreciated by the then Group Head and Branch Banking Heads as it provided insights to the erstwhile business model and was the basis of complete overhaul of the model.Continual display of diligence, dependability, consistent performance, quality delivery of tasks and projects - routine, new and complex, independently with complete ownership ; most of the times have submitted finished tasks/outcome which helped gain valuable time for seniors to focus on other business areas/decisions.

Job entailed increase of TPP business, its penetration in the assigned portfolio & achieve TPP income.Successfully increased TPP penetration and business as well as consistently performed in delivering SIP Numbers and mobilized Mutual Funds.Additionally, played a role of business support in converting business calls of Personal Bankers, Non - sales Staff and helping RMs convert their leads of Mutual Funds. Contributed valuably at individual level as well as supported Branch in ensuring consistently delivering and outperforming on its MFs and SIP budgets.Enhanced job, market, process and financial world knowledge all through my stint as an Investment RM. Applied the knowledge in quizzing and was an active team member of Winning Kwiz Kat Team in the year 2008 - was felicitated by Bank’s Managing Director in Mumbai.

Joined ICICI Bank in May, 2000 at Ghaziabad (Delhi NCR) and helped launch their new Branch in the city. Quickly learnt branch banking operations, seamlessly handled Non-MICR and MICR clearing of the Branch, CMS, deposit mobilization and also acquired quality HNW accounts by independently conducting marketing activities and Reference Sales calls.On grounds of active and enthusiastic participation in developing a new branch, display of strong communication and selling skills was assigned a newly launched branch in South Delhi at Defence Colony by the then Regional Head.Helped in mobilizing TPP business through RBI Tax-free Bonds, learnt Demat Operations and post getting certified in the then NSDL Depository Operations Module, single handedly set up Demat Operations Desk at Defence Colony Branch and added to Branch's income lines.Efficiently multi tasked Cash Transactions, Demat Operations, other operational areas as well as regularly contributing to MF sales under mentorship of Operations-in-charge and Lobby Managers. Extended my inclination to learn about and cross sell MFs by getting certified for AMFI. Independently learnt about MFs and riding on sales success, customer acquisition and business know-how moved beyond ICICI Bank to join HDFC Bank in a specialized role of selling investment products and advising on personal finance.Efficiently multi tasked Cash Transactions, Demat Operations, other operational areas as well as regularly contributing to MF sales under mentorship of Operations-in-charge and Lobby Managers. Extended my inclination to learn about and cross sell MFs by getting certified for AMFI. Independently learnt about MFs and riding on sales success, customer acquisition and business know-how moved beyond ICICI Bank to join HDFC Bank in a specialized role of selling investment products and advising on personal finance.