Wealth Management Customer Experience
Resume:
Contact
Education
Phone
*****.*****@*****.***
Mumbai, India
Address
Carol Lobo
B u s i n e s s D e v e l o p m e n t M a n a g e r Versatile Sales professional with a background in banking and finance. Ready to tackle new challenges in positions within corporate banking, wealth management, and institutional equities where my strengths include financial analysis and team leadership will be valuable. Experience
Develop synergies across business verticals to meet acquisition goals. Manage alternate channel business and drive cross-selling initiatives to achieve revenue targets of $40 Million, in addition to generating revenue of $15 Million in FY 22-23 through Telesales.
Drive acquisitions by leading in-house calling teams to achieve a $5 Million target. Manage key segment initiatives for wealth business. Lead the Telesales and Virtual Relationship Management teams with 20+ direct reportees.
Manage teams to identify potential customers to enhance product penetration PAN- India.
Handling Customer Experience Desk team to drive end to end customer life cycle management, and execute strategies to drive revenue growth Achieved 90% channel targets on Trade and Forex services. Monitored and analyzed the progress of Trade Finance and Forex services to achieve revenue objectives.
Drove 20% of new-to-bank clients through assigned channels. Liaised with Forex service cell and Credit departments to manage and retain customer relationships worth $30 Million
Strategic Partnership & Alliances Manager
Relationship Manager, Emerging Corporates
April 2019 - Till Date
October 2016 - June 2017
Tata Capital Financial Services Ltd Mumbai, India IndusInd Bank Mumbai, India
Consistently overachieved sales targets by 20% through 360 sales cycle management. Led new Key Account development plans and high-quality account management and customer support to service existing 600+ accounts. Assisted with the development, negotiation, presentation, and implementation of special offers and contracts.
Managed internal & external stakeholders.
Designed training programs with internal trainers to equip team members to achieve upselling and cross-selling targets.
Key Account Manager
April 2013 - October 2016
CIBIL Mumbai, India
Narsee Monjee Institute of
Management Studies
SIES College, Mumbai University
MBA in Finance
Business Management Studies
2013
2006
Banking & Wealth Management
Contact Center Management
Client Engagement
Business Development
Strategic Alliances & Acquisitions
Revenue Generation
English, Hindi
Expertise
Language
Handled legal queries and escalations with cross-team members from BPO for resolution.
Operations, Customer Relations
Februray 2011 - March 2013
CIBIL Mumbai, India
+971-**-***-**** (Dubai)
Certifications
Managed sales cycle from lead generation, to handling portfolio of assigned customer base pitching all products from Insurance to CASA and other banking loan products. Supervised administrative expenses of the branch.
Oversaw offloading & on-loading of cash from the currency chest weekly and maintained daily cash reserve ratio.
Managed culture & environment of branch and undertook lobby management to reduce branch footfall by 5% and direct customers to use online channels. Undertook upselling new products to achieve 60% of revenue targets. Handled various banking operations like Savings, Cash, Fixed Deposits, Franking, Demat, Loans, and managed customer service.
Assisted in Asset Dept.
Deputy Manager, Customer Service Operations, Personal Banker
Jr. Executive
May 2008 - January 2011
October 2006 - April 2008
HDFC Bank Ltd. Mumbai, India
Citizen Credit Co-operative Bank Ltd. Mumbai, India
Binu Mathews
Phone:
Branch Manager, HDFC Bank
Siddharth Panda
Phone:
Relationship Banking Head, HDFC Bank
Reference
British Council
English Teaching
2012
NCFM Certified
Finnacle
Technical Skills
Resolved BPO dispute escalations with an average TAT of 24 Hours. Provided process improvement suggestions to increase cross-team productivity by 10%.
Ensured timely resolution of complaints to reduce backlogs on a quarterly basis. Conducted 2 surveys annually to identify reasons-of-service-failures and find solutions to optimize the customer experience.
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