Management Customer Service

Dhanya Anish

Mobile: 956-***-****

***************@*****.***, *********@*****.***

Seeking career enrichment in the domain of Operations Management / Client

Relationship Management with an organization of high repute preferably in

Banking / IT Sector

Professional Synopsis

A dynamic banking professional with qualitative experience in Operations

Management, Client Relationship Management and team Management.

Worked as a Deputy Branch Manager with ICICI Bank Ltd .

An innate flair for accepting challenges and abilities in resolving various

internal and external queries.

Possess significant leadership experience resulting in better Financial

Performance and enhanced systems for higher performance of the team.

Deft at resolving various kinds of issues related to operations issues,

complaints arising from internal/external clients

An effective communicator with excellent Relationship Building &

Interpersonal skills with proficiency in explaining complex Financial Data.

Core Competencies

Team Management

Leading, training & monitoring the performance of team members to ensure

efficiency in operations and meeting of individual & group targets.

Creating and sustaining a dynamic environment that fosters development

opportunities and motivates high performance amongst team members.

Identifying training needs across levels through mapping of skills required

for particular positions and analysis of the existing level of

competencies.

Acted as regional trainer for various new banking solutions at regional

level

Has organized various seminars, discussions and events related to

quantitative or analytical financial management; has exhibited demonstrated

excellence in training new recruits at all levels, and has helped them to

develop discipline, goal-setting and time-management skills essential in

landing positions that promise good compensation and notable community

stature.

Oversaw class room training schedules, rosters, and resources; scheduled

subject matter experts; and tracked employee training progress

Operations Management

Responsible for the Service and compliance of the branch

First person responsible for the internal and external audit of the branch

Ensuring compliance to various regulatory and internal guidelines and

process

Preparing various MIS Reports on quality scores for the branches in the

Region and submitting the same to the Top Management on a periodical basis.

Streamlining processes to ensure smooth functions and maintaining service

quality for all branches in the Region.

Initiating pro-active steps for resolving the queries with proper inter-

departmental coordination with 0% escalations and 100% service quality

maintenance.

Controlling the daily operations of the branch

Preparing and analyzing the audit and compliance aspect of the branch

Controlling the administrative activities of the branch such as vendor

management

All statutory reporting & returns

Adherence to Branch Merchandising

Client Relationship Management

Maintaining the look and feel of the branch as per standards

Ensuring the prompt customer service by controlling the wait time at each

employee level

Managing customer centric insurance operations & ensuring customer

satisfaction by achieving the delivery and service quality norms.

Building and maintaining healthy business relations with clients, ensuring

high customer satisfaction matrices by achieving delivery and service

quality norms.

Career Highlights

Mar'04 - Jul'14 ICICI Bank Ltd.

The Growth Path:

Mar'04 - Mar'05 Officer Trainee

Mar'05 - May'07 Officer

May'07 - Dec'07 Senior Officer

Dec'07 - April'10 Assistant Manager

April'10 - Jul'14 Deputy Branch Manager

Role:

Ensuring the team attainment of branch targets through customer centric

approach.

Managing all the desks of the branch by proper manpower allocation and

roistering.

Responsible for Audit and Compliance function of the branch which includes

various regulatory and internal reporting.

Responsible for administrative, compliance, audit and service function of

the branch.

Ensure optimum cash management.

Ensure that all staff follow the non negotiable values of the branch-

greet, smile and thank.

Ensure staff is sent for training to upgrade their product and skills

standards.

Ensure that the branch follows all established guidelines and procedures.

Ensure that staffs are trained on any changes and amendments in procedures

and forms.

Ensure that procedures laid down in Operations Manual and Central Bank

guidelines are followed while processing bank / customer transactions.

Monitor branch service standards in order to give quality service to

customers.

Retain customers with personal efforts in the areas of complaint

resolution, account operations inquiries and delivery.

Provide privileged services to all selected customers and authorize opening

of all types of accounts after ensuring that all details furnished are

verified.

Ensure that a control mechanism is in place

Periodic review of employee productivity and roistering

Monitoring Service rejections and account opening rejections

Periodic review of risk processes, opex and P form vs actual

Sox compliance

Monitoring of ops risk

Monitoring accounts in debit balances and weed out of non profitable

accounts

Five S, Branch Visual Appeal and BCP

Accomplishments:

Attended 37days training on "Branch Leadership Programe" under the Branch

Banking Academy, ICICI Bank Ltd.

Obtained NSDL certification in Depository Operations (NCDO).

Apr'03 - Mar'04 Birla Sun life Insurance Company Ltd.,

Investment Consultant

Chennai

Role:

Providing investment solutions to the customer through insurance.

Projects Executed

During M.B.A

A study on The Inventory Management of Ford India Ltd.

Duration : 4 Months

Client : Ford India Ltd.

- The study was conducted to find out how effectively the

inventory is controlled and maintained in M/S Ford India Ltd.

A study the Effectiveness of Advertisement of Super Shelcem Cement Paint

Duration : 1 Month

Client : Travancore Cements Ltd.

- The main objective of the study was to determine whether the

advertisement of Super Shelcem Cement Paint Succeeds creating customer

awareness about the product.

During B.B.A

A study on the effectiveness of Labour Legislation in satisfying the needs

of employees

Duration : 1 Month

Client : Travancore Cements Ltd.

- The main aim of the study was to find out whether the company

incorporates all the labour laws applicable under Companies Act and whether

employees are satisfied with the benefits that they are getting out of the

same.

Academic Credentials

M.B.A (Finance & Marketing) from Sri Sai Ram Engineering College,

University of Madras, Chennai in 2003.

B.B.A from University Institute of Technology, University of Kerala in

2001.

12th (Science) from N.S.S College Pandalam, Kerala, University of Kerala in

1998.

10th from NSSHS Kudassanad, Kerala, under Board of Public Examinations,

Govt. of Kerala in 1996.

Personal Profile

Date of Birth : 30th May 1981

Address : Melepulickal, Kudassaand PO,

Kerala - 689512 (Ph. 04792- 388192)

Linguistic Abilities : Malayalam, English, Hindi & Tamil

(speak only)

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