Rashmi Srivastava Email and Phone Number

United Way Hyderabad is a leading and trusted NGO which provides platform for Donors, NGOs, CBOs,Government and policy makers to work together towards a common good. Providing access to good quality education, healthcare, employment opportunities and environment sustainability are the organisations key focus area. It is specialized in supporting Donors with CSR grant implementation and driving payroll giving campaigns. Due diligence of NGOs and projects conducted by United way are highly regarded in the sector.The organisation is endowed with bandwidth to design and execute large scale development projects. Be an objective critique in evaluating project success and also a mentor and friend who invests in capacity building of development professionals.

Aug 11 – Nov 14: Zonal Service Manager – AP, HyderabadDec 10 – Aug 11: Regional Quality Manager, Hyderabad - South, HyderabadNov 06 – Nov 10: Regional Quality Manager, New Delhi• Managed and monitored operations performance and customer service at Regional or Zonal Level. Managed Delhi/NCR, Hyderabad and AP Zone• Monitored overall functioning of processes, identifying improvement areas and implementing measures to maximize customer satisfaction level• Analyzed MIS Service reports and sharing the same with the Zonal head, regional heads and branches across and thereby monitor the processes implementation at the branch level• Accountable for setting up targets, SLA (service level agreement) and maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets• Identifying the improvement areas and setting out quality standards for various operational areas, ensuring a high-quality customer experience while adhering to the SLA’s and work processes.• Accountable for reporting to senior management reporting on process adherence /productivity increase in the region.• Managed customer centric banking operations & ensuring customer satisfaction by achieving delivery & service quality norms in addition to complaints management• Led effort as the Quality Manager for set- up of separate special HNI branch in NCR.• Ensured a high-quality customer experience, elevating customer satisfaction, while adhering to the SLAs and work processes and thus managing cost-effective operations.• Conducting internal process audits & process reviews for ensuring full adherence to the process parameters/systems as per defined guidelines.• Led projects based on Lean and Six Sigma methodology enabling towards process improvement in the region, which have been enabled at ZONE and Pan India level.

Jun 2006 – Oct 2006 (operation management roles) – ICICI Bank LimitedSep 06 – Oct 06: Branch Operations Manager, ITO Division, New DelhiJun 06 – Sep 06: Back-Up operations Manager- KG Marg. Branch, New Delhi• Managed end to end branch operations for a high net worth branch in central Delhi.• implemented policies related to branch operations; handling savings bank, current accounts, cash credit accounts for all type of assets/ liability banking products deposits, cash management system, remittances, bills collections & clearing• Supervised Retail Branch Banking operations and customer services such as account opening (Savings, Current, FD) Locker Operations, Front Office etc.• Ensured smooth functioning of daily banking operations- customer cash deposits, withdrawals, Fund transfer and maintaining optimum level of cash holdings with the vault limits. • Supervised work related to Depository services like opening of accounts, Demat instructions, Execution of delivery instruction slip etc. Supervised cross selling mutual funds, Insurance, deposits and gold coins • Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize productivity and minimize cost in the branch.• Ensuring total adherence to KYC (Know Your Customer) strictly as approved by RBI thus assisting the bank in avoiding frauds.• Ensuring a high-quality customer experience, elevating customer satisfaction, while adhering to the SLAs and work processes and thus managing cost-effective operations.• Conducted Short Interval Meetings (SIM’s) with employees so as to discuss team issues & achievements.• Training the branch staff in process adherence in the branch & ensuring Six Sigma guidelines and 5S proceduresOct 2005 – May 2006: Six Sigma Co-coordinator and Audit Champion, New Delhi – ICICI Bank LimitedJan 2003 – Sep 2005: Sr. Officer (Customer Service Officer), New Delhi – ICICI Bank Limited