Sales Customer Service
Resume:
MANOJ KUMAR MUKHOPADYAY
C/O: BANDHAN BANK LTD.(Jaipur cluster )
E-mai : ****************@*******.***
****************@*****.***
Cell no:700-***-****/727-***-****/801-***-****(KOLKATA),
PROFESSIONAL PROFILE
Successful finance professional with proven abilities in a variety of broad based competencies. Proven Chief Executive Officer Skills with improvement in efficiency, productivity and accuracy. Highly accomplished and skilled professional with a successfully track record in FINANCIAL/INSURANCE/BANKING industry. Demonstrated abilities in delivering optimal result through process initiatives that exceed operational performance targets and yield measurable out comes.
- Operational improvement - Office all Service and Reduced TAT in processing cycle
- Productivity gain - Cost reduction through improved process performance.
PROFESSIONAL EXPERIENCE
Position: BANDHAN FINANCIAL SERVICES from Apr2012 to till ) : My ability to delegate supervision of day-to-day operations to staff in H.O. to branch BANKING /FINANCIAL: Responsibilities:
Branch Banking (General Banking) : - IN BANDHAN BANK LTD APRIL. 2012 TO TILL DATE AS A CREDIT MANAGER ( CREDIT RISK OPERATIONS BUSINESS collection ) : -
Liabilities & Investment Management Process - Account Opening & Maintenance:
a) Ensure compliance with KYC requirements.
b) Ensure timely delivery of customers’ inquiries and instructions, whilst ensuring that the Bank’s delivery standards in achieving total customer satisfaction are met e.g. timely checking of account opening documentation, opening of accounts etc.
c) Ensure adherence to process & documentation standards (forms/checklists, welcome calling, approvals, etc.)
d) Ensure pro-active & sustained liaison with NOC, Product, Sales RM, RBL’s etc. where required.
e) Ensure timely follow up with Sales RMs / RBL’s for resolution of any outstanding deferrals.
Transaction Banking Corporate Client Related Responsibilities : -
a) Ensure that Corporate Clients (especially important & sensitive Corporate Relationships) are given highest levels of service attention.
b) To ensure that there is adequate levels of expertise (personally & thru CSDL/BSDL/BSPs) to ensure fault free levels of servicing & transaction processing for Corporate Products / Services like Trade, CMS, Escrow Arrangements, etc.. c) Clearing, CMS, payments etc.
Customer Service & Complaints Management : -
Handle & resolve all customer queries & complaints
Track all complaints & initiate corrective action, where required
Coordinate with central ops for foreclosure / account statements / PDC swap etc.
Branch Administration & Branch Costs Management & Control
Manage all branch administration / maintenance activities
Tightly manage all branch costs & continuously find opportunities to reduce costs
BANDHAN FINANCIAL SERVICES (ASSET SECTION) : (MICRO-FINANCE, SMALL BANKING & GB)
Under writing of the loans in the Hub region (LPU).
Evolve underwriting norms customized to the local market needs and update the U/W bulletins.
Work closely with the S & D team & support on offering innovative product offerings.
Liaison with the Underwriting Head at the HO and creates templates.
Review the underwriting process at Hub level.
Decision on BANDHANs cases based on BANDHAN BANK policies, processes and merits of the case.
Approve projects in the hub region.
Forward request beyond the statutory limit to the HO.
Work closely with the CGM risk on builder financing approval related issues.
Manage external agents involved in the verification process.
Co-ordinate with the recoveries team and generate business insights.
Responsible for technical evaluation of properties in the hub region.
Formulate technical evaluation processes and policies in the hub region.
Manage the technical evaluation process across the organization.
Manage the legal evaluation process in the Hub region.
Operation & Disbursement Management:
Ensure proper MCP check Quality
Ensure Timely TVR, CIBIL checks and trigger for verification. All TAT goals to be met.
Disburse files only after ensuring that all documentation is complete and all relevant information, as available from app form and PD has been entered in the system
Process and Policy Compliance & Fraud Control
Ensure proper MCP check Quality
Ensure Timely TVR, CIBIL checks and trigger for verification. All TAT goals to be met.
Disburse files only after ensuring that all documentation is complete and all relevant information, as available from app form and PD has been entered in the system
Process and Policy Compliance & Fraud Control
Monitor and ensure process and policy adherence at the branch across all levels in line with the guidelines / policy that are rolled out from time to time.
Ensure completion and correctness of customer files.
Ensure high audit scores by reducing error rates while delivering on the policy and process requirements.
Ensure proper reporting of branch defects / non compliance
Ensure upfront screening / RCU activities
Monitor and ensure process and policy adherence at the branch across all levels in line with the guidelines / policy that are rolled out from time to time.
Ensure completion and correctness of customer files.
Ensure high audit scores by reducing error rates while delivering on the policy and process requirements.
Ensure proper reporting of branch defects / non compliance
Ensure upfront screening / RCU activities
Sales Team Management:
To Building & managing a direct sales team for distributing SME & MSME Home Loans & LAP from out distribution partner, Bank to open market customers and own customers.
Key Accountability: - To lead the team of 15 - 20 Sales officers and ensure effective sales management and achievement of business targets.
Responsible for managing a successful and smooth relationship with team.
Should develop builder / referral relationships to generate enough leads for selling home loans & LAP. Should be able to train, coach and guide the sales officers in terms of knowledge, sales skills and customer orientation.
Job Duties & Responsibilities: - Achieving/Exceeding the sales targets .Managing the sales team with high result orientation & positive spirit.
Sales Key Skill : CASA, FD, RD, MIS, HOME LOANS LAP HOME FINANCE MORTGAGES HOUSING FINANCE SME & MSME SEL PROGRAMME
Broad Idea of Processes / Responsibilities:-Service & Quality:
a) Ensure that all people, process, data & systems in the branch are well attuned to deliver consistent & superior levels of service to all customers.
b) Ensure that adequate records & data pertaining to customer queries and complaints is maintained &analyzed for achieving greater process efficiency.
c) Ensure daily / weekly monitoring & analyses of various data points & reports that have bearing on Customer Service & process adherence.
d) Play a pro-active role in new products, processes or systems roll out impacting the clients.
e) Coordinate with relationship managers and meet / interact with key clients on a periodic basis to take stock of service levels and customer satisfaction. Also collate their feedback & suggestions.
f) Ensure implementation of all customer service initiatives rolled out from HO, such as collecting feedback through Yes for you forms etc. Also suggest customer service measures for branches.
g) Monthly “Branch Service Committee” meetings etc. Credit underwriting for personal loans /open market / Drafting credit policy/ Implementing Credit policy at field / Credit Risk Management for Open market / Personal Loans portfolio management/Livestock Loan portfolio management/Housing Loans portfolio management/ Report writing and MIS skills / Handling team above 10 people / Field visits and customer visits, Collections experience for personal lending, Credit Assessment studies of markets, Policy escalations, Monitoring Training
Il Credit Appraisal And Sanction
Loan approval process for East Region Loan Files
Verification of filled up application forms for completeness
Verification of documents to examine whether they are filled up properly and adequately stamped
Error Rate Tracking for LOs
Implementation Of Credit Plan
Ensure that the Product program is properly followed
Incorporate credit inputs into the product program relating to the region
Forward new Credit related findings to RCM for inputs in individual lending.
Evaluating credit proposals covering financial, business and industrial risk & decisioning of the loan. • Verifying the promoter’s track record & ascertaining their credit worthiness. • Analysis of the financial statements of the prospective customer to identify the short term & long term • solvency & liquidity position • To ensure Bounce Rate and Delinquency are within acceptable standards. • Monitor and enforce approval rate and TAT as per prescribed standards. • Monitor and ensure that monthly Branch audit score is satisfactory. • Vendor Management. • To conduct customer meeting to evaluate credit proposal • PDD Tracking and closure • Compliance to repayment instrument replenishment to ensure regular repayment of EMI Key Skills Credit Decisions • Taking sound lending decisions based on available information & interactions with the applicants. • Managing credit quality and control delinquencies, frauds. • Responsible for smooth flow of process relating to credit • Understanding & management of Credit Risk, Pricing and Risk measurements.
Audit & Compliance:
IN NICT PVT LTD in WEST BENGAL REGAIN from Jan. 2010 to March 2012
a) Effectively Support Branch Audits by Internal, External, Concurrent, and Statutory & RBI auditors.
b) Responsible for implementation of process, policies as per guidelines & audit rating of the branch.
c) Ensure comprehensive compliance with all internal, regulatory and statutory requirements as relevant for various product and services from a branch perspective;
d) Ensure to resolve the audit findings.
e) Ensuring DCFC checklist is checked thoroughly and signed off on daily basis.
f) Personally implement & conduct self-audits in the branch (e.g., Monthly sweep audit, etc.) are conducted and any anomalies are brought to the notice of senior management along with mitigating steps initiated.
g) Responsible for sensitizing each CSDL/BSDL/BSD member on adherence of process & policies.
Responsible for fraud management and risk mitigation activities: - IN GTFS MULTISERVICES PVT LTD IN EASTERN REGAIN FROM May 2002 to Dec. 2009
Credit & Risk Management: (MICRO-FINANCE & INSURANCE)
Ops Risk Management & Fraud management:
a) Ensure continuous monitoring of key risk indicators for branches, and implement control measures.
b) Support implementation of all initiatives initiated by HO towards overall Operations risk management and Fraud Prevention & control.
c) Mentor & train BSD team, towards Ops Risk Management & fraud prevention and control.
d) Accurate and timely reporting towards all Ops Risk related issues & Loss data to the HO.
e) Continuous monitoring & testing of the control measures implemented in the BSD function towards Ops Risk Management & Fraud Management.
ACADEMIC QUALIFICATION:
B.COM ( Accts. Hons.) From Burdwan University in 2002.
PROFESSIONAL QUALIFICATION :
M.B.A. (FINANCE) from Sikkim Manipal University in 2011
TECHNICAL QUALIFICATION:
D.C.A from West Bengal govt. institute (YOUTH DEPT) from 02( O.S.: MS DOS, WINDOWS 2002,2007, XP., XP Professional, LINUX, MS Office, FoxPro,Oracle,V.B.LANGUAGE: C, C++,Tally 9.2 )
SPELIZATION PROJECT :
E.R.P. & S.A.P. ( ACCTS, HR,M.M.,Q.C.,P.P. etc)
PERSONAL DETAILS:
Name: Manoj Kumar Mukhopadhyay
Father’s Name: SantimoyMukhopadhyay
D.O.B.: 3rd January 1979
Sex: Male
Marital Status: Married
Nationality: India
Permanent Address: ChuramoniPur, MakorKol, Onda, Bankura, 722144 (W.B.)
Present Address: 624,Jagadhatri para, Pearapur Road, sheoraphuli, Hooghly, 712223.
Language known: English, Hindi, Bengali, Punjabi, Maithili, Oriya, Etc.
Hobbies: Script writing ( like novel, poem) watch movie, playing cricket
PASSPORT NO: M2009869
ISSUE DATE : 09.09.2014
SALARY DRAWN : Present package is Rs 7.60L/- p.a. (excluding TA & DA)
DECLARATION: I do here by declare that the above mentioned statements are true to the best of my knowledge & belief.
Date:
Place : Sheoraphuli
Manoj Kumar Mukhopadhyay
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