Spear-headed multiple branches in Ahmedabad as Branch Operations Manager due to the business exigencies and my abilities to handle. I have also been instrumental in setting up of 7 new branches right from day one in Ahmedabad. During my tenure of 10+ years at Kotak Mahindra Bank as Branch Operations Manager there has been 0% Operational losses booked. Promoted twice in terms of grades.Responsibilities:• Managed of day to day operations of the branch.• Handled Trade Finance Operations at branch of retail & corporate customers.• Ensured strict adherence to compliance, audit & regulatory requirements.• Timely authorization and checking SO/SDO/RO system inputs for customer transaction/service request• Branch Lobby and Customer Queue Management.• Managed cash at the branch and ensured that cash is within branch limits.• Ensuring custodians for keys and deliverables are as per custodian grid of the branch.• Exchanged Critical keys as per defined frequency & Updated list of the custodian/signatory for branch.• Champion for Business Continuity Plan (BCP) along with Branch Manager.• Verified End of Day (EOD) and Beginning of the day (BOD) vouchers and reports.• Record maintenance and filing (Registers/Vouchers/Stub Copies).• Ensured that optimum stock of forms & stationary availability at the branch & prevent any misuse of the same.• Liaised with various departments viz LCC /CPC/CMS/TRADE/Compliance/Training etc. within bank for seamless customer service.• Ensured close looping of all customer complaints within TAT.• Liaised with external vendors like home banking, courier etc for timely & flawless service fulfillment.• Ensured that each employee is on his/her learning map and with an Index of 9/10. Driving “Kotak way of learning” within the branch. • Responsible for the AML & KYC compliance of the various account opening forms submitted to CPC/RPC.• Conducted regular promotional and customer events to generate leads.

Joined as Service Delivery Officer, Promoted as Branch Operations Manager.• Handled personalized service requests of customers.• Meet service level parameters for all services & processes. • Handled various Front Desk Operations in retail banking like Forex Operations, Customer Service, Locker Operations, Cash Handling, maintained MIS, etc.• Ensured full compliance with the banking procedures and audit compliances.

• Ensured Dual control of the Branch strong-room with the delegated staff.• Performed confirmation of cheques as per the laid down procedures.• Supervisied of all cash operations.• Attended to Tellers Branch-power referrals.• Queue management in Branch Lobby.• Attended to customer queries, complaints and correspondence• Issued tellers with cash and limited supply of Bank-cheque.• Handled all tellers cash differences in terms of laid down procedures.• Verified ATM cash GL accounts against Branch records.• Monitored Tellers cash holdings during the day to ensure they do not exceed the laid down operating limits and clear surplus cash.• Monitored Branch cash holdings daily to ensure they are adequate and maintained within the authorized limit.• Custodian of the Branch Key Register• Checked regularly that cheque deposits accepted are collected regularly and dispatched to CSC.• Co-ordinated sorting of cash by Tellers & verification of cash collected daily.• Dual Custodian of Tellers cash overnight.

• Processed all daily branch transactions (for customers) accurately• Assisted customers (over the counter) in their queries and complaints• Generated new sales / acquisition opportunities through referral tag on• Ensured high quality service, maintained partnerships with customers and facilitated well defined and error free processing for all products & services.• Implement instructions from Line Manager in order to develop & maintain highest achievable standard of customer service.• Complied cash from tellers & tallied the total cash with vault balance report.• Dual Custodian of Vault cash overnight.

Promoted as Senior Teller• Processed all daily branch transactions (for customers) accurately• Assisted customers (over the counter) in their queries and complaints• Generated new sales / acquisition opportunities through referral tag on• Ensured high quality service, maintained partnerships with customers and facilitated well defined and error free processing for all products & services.• Implement instructions from Line Manager in order to develop & maintain highest achievable standard of customer service.• Tallied the total cash at End of the Day.

Joined as Phone Banking Officer & Promoted as Teller in 2005.Responsibilities:-• Handled customer inquires / queries over the phone.• Resolved customer complaints over the phone.• Provided customers with relevant product & service information.• Cross selling various banking products to customers over phone.• Assisted both the Retail Liabilities & Asset customers as well.