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Manager Customer Service

Doha, Doha, Qatar
October 31, 2018

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S/o C.K. Hashim,

Villa No 22, Near Woqod Petrol Station

Al wukair, Qatar

Email id:

Mobile No. – +974-********

Career Objective:

Aspiring for a career that places me in a challenging position in the management field where I will be a valuable team member, contributing quality ideas for achieving the organizational goals and to develop my learning and interpersonal skills.

Summary of Skills and Experience:

Post graduate in Commerce with 14 Years of working experience in the Retail Banking Sector.

Completed IRDA, AMFI & JAIIB certification successfully. Current Working Profile:

Organization: ICICI Bank Ltd, Kottayam

Designation: Branch Manager, Department: Branch Banking Duration: from March 2016 till date

Roles and Responsibilities:

Create, plan, organize, and oversee the activities of the Branch Staff to ensure branch growth through the implementation of a Branch Sales plan.

Continually strive to create profitable business through pro-active cross selling and relationship enhancement.

Promote sales of Bank products and services through team work.

Manage productivity and overall morale of branch team members

Manage and enhance the growth of deposit and loan portfolio.

Conduct periodic customer meetings in order to deepen existing relationships and obtain new business.

Develop a prospect list on predetermined profitable business and retail relationships.

Work with branch associates to obtain referral and information to assist in calling efforts.

Overall responsible for break-even and P&L of branch Achievements:

Winner in CA ZH club for 3 consecutive month in Jan-Feb-March 2018

Winner in Golden Key initiative an exclusive contest for Gold Loan business in Nov Dec 2017

Awarded SES and IB champion in Sep 2016

Awarded Asset Oscar for achieving YTD Auto Loan target in Sept 2016

Winner in ZH Select Circle for Gold Loan business in Dec 2016 Previous Experiences

1. Organization: Dhanlaxmi Bank Ltd, Thrissur

Designation: Manager Operations, Department: CPC Recon Duration: from Nov 2010 to Feb 2016

Roles and Responsibilities:

To reconcile and manage settlement of channel transactions carried through NFS, VISA and Cashnet Networks.

Carrying out reconciliation of various office accounts for ONUS / Issuing and OFFUS (acquiring) transactions for product line such as ATM, POS, Internet banking, etc

Managing disputes arising on ATM and POS transactions for Issuing and Acquiring transactions on NFS, VISA and Cashnet networks though the dispute settlement platforms viz., Dispute Management System and Visa online

Handling Pre-arbitrations and Banking Ombudsman cases lodged in customer redressal forum.

Monitor Staff productivity and monitoring ATM / CRA reconciliation. .

Maintaining monthly MIS and Ageing Report of the shortage & excess found in ATMs & All office accounts related to the interchange

To resolve Exception items in reconciliation and maintenance of suspense accounts and Co-ordination with Internal Audit Team for resolving audit related queries

Managing Preparing MIS for RBI Submission and internal consumptions (ATM Withdrawal disputes), ---VISA Monthly charges (GMBS)

Preparing E-Returns for TDS & submission of same to Accounts Team.

Preparing MIS of Visa Surcharges and Difference on monthly basis & Preparing MIS of Income & Expenses charged by Networks,

Checking of Bank account reconciliation maintained with other banks for Network settlements & co-ordinations for Funding & Withdrawals from the same.

Acting as Back up of RTGS & NEFT Team in the Bank, which includes Monitoring of flow of RTGS Transactions, Authorisation of exception and settlement entries. Uploading files in SFMS for NEFT transactions done by the customers through Net-Banking.

Authorisation of Internet Banking transactions settlement & Reconciliation for Billers, i.e. Billdesk and TPSL Organization: Dhanlaxmi Bank Ltd, Thrissur

Designation: Branch Operations Manager, Department: Branch Banking Duration: from Dec 2009 to Oct 2010

Roles and Responsibilities:

Supervise & Monitor all Branch Operations including Teller counters, CSO desks and contact sales staff

Authorize Teller, CSO, transactions and Supervising all Non-Cash transactions like DD/MC, fund transfer etc

Resolution of customer queries/complaints and Customer service to walk in customers.

Checking of Reports like Branch Journal Report, Exception Report and Cash Transaction Report etc.

Co-ordinate with Branch Manager for Monthly Surprise checks e.g. Vault/Locker verification.

Cost Management,Branch administration and Lobby Management

Responsible for Cash Management and Customer transactions at the CSO counters.

Monitor Staff productivity and give guidance on improving the same in conjunction with the Branch Manager.

Monitoring of Routing accounts, suspense accounts GL, Sundry Deposit GL and accounts payable/receivable GL

Reconciliation and maintenance of suspense accounts and Co-ordination with Internal Audit Team for resolving audit related queries

Managing all Branch Operations, Administrations and ensure Audit Compliance

A Back up Branch Manager, Reporting to Branch manager and assist him in preparing various internal MIS Achievements:

Awarded Regional Star continuously 3 times in monthly Regional Star update of TVM Region 2010-2011

Qualified for Gold Loan Contest JFM 2011, the only qualifier from Trivandrum Region with pan India No1 Ranking.

2. Organization: HDFC Bank Ltd., Pathanamthitta.

Designation: Deputy Manager (Personal Banker), Department: Branch Banking Duration: from Sep 2007 to Nov 2009

Roles and Responsibilities:

Relationship Management for Managed Portfolio customers.(HDFC Bank Classic Banking Program)

Handling various Branch Operations like Teller counter, Account/FD opening, ATM/Debit Card Hot listing, Stop Payment Requests and outward clearing cheque data entry etc.

Achieving the Business targets assigned in terms of cross selling, enhancing and upgrading the Portfolio relationship size.

Generation and Monitoring of various reports (CH 126, CH 104 & CH 106, & BJR etc.).

Provide personalized service to the Portfolio clients and to be the one point contact for all their banking requirements

Meet revenue target assigned for portfolio customers

Generation of referrals from Portfolio and increase Group relationship size.

Generate revenue through cross selling of all asset and third party products.

Reporting to Branch manager and assist him in preparing various internal MIS. Achievements:

Initially Posted as PB WD cum Teller for probation period and selected as PB for Classic Portfolio Management after successfully completing the probation in the stipulated time.

Completed two appraisal cycles and rated T1 for outstanding performance in sales and getting satisfactory audit for the branch.

3. Organization: Kotak Mahindra Bank Ltd., Kottayam Designation: Assistant Manager, Department: Retail Liabilities - Sales Duration: from June 2004 to Aug 2007.

Roles and Responsibilities:

Achieve sales targets and provide Customer service

Responsible for Cross Sell & enhancing relationship with existing customers.

Selling of Investment products like Mutual Fund, Insurance & Gold coins

Deepening of existing CASA relationships and retention of accounts.

Generation of referrals from internal database.

Customer acquisition & cross sell to walk in customers.

Generate revenue through cross selling of all third party products and services of the Bank

Manage and groom the Management Trainee Team.


Awarded Achiever Level in Monthly Roll of Honor of Kotak RACE Program with pan India 3rd ranking

Awarded “CERTIFICATE OF APPRECIATION” from Kotak Life Insurance for contributing more bank assurance in the Q 4(March 2007) from Kottayam Branch.

Educational Qualifications:

Qualification Board/university Year Percentage

Master of Business Administration(Finance) Bharathiar University,Coimbatore Doing Doing Master of Commerce (Finance) M.G.University,Kottayam 2002-2004 70.00% Bachelor of Commerce M.G.University,Kottayam 1999-2002 70.00% Additional Qualifications

Completed IRDA, AMFI & JAIIB exam successfully.

Diploma in Computer Software and Expert in MS office especially with MS Excel functions and Key shortcuts Personal Details:

Date of Birth 5 th May 1981

Marital status Married

Father’s name C.K.Hashim

Mother’s name Safiya Hashim

Languages known English, Hindi and Malayalam


I hereby declare that the above-furnished details are true to the best of my knowledge and belief. SHEMEER C.H.

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