Customer Service Manager

RESUME

K.SUBODH

Address

Al Qusais,Dubai UAE.

D.O.B – 26th October 1986

Mobile -+971- 502646645

Email: **********@*****.***

Martial Status – Married.

OBJECTIVE

To become a proactive executive by hard work, dedication, sincerity and loyalty, which will help to achieve personal as well as organizational goals with a perfect blend of performance and dedication. Like to Work in a Challenging Environment where I can put my knowledge and develop my skills along with the company

EDUCATONAL PROFILE

MBA –SYMBIOSIS INSTITUTE OF MANAGEMENT STUDIES(2012 - 2014)

B.Sc. H & H.A – IHMCT, Chennai(NCHMCT ) - Aggregate – 65 %

Diploma in Tourism Studies - IGNOU

HIGHER SECONDARY(12TH) - CARMEL SENIOR SECONDARY SCHOOL, Andaman (CBSE -2004) - Aggregate 64%

LOWER SECONDARY (10TH) - CARMEL SENIOR SECONDARY SCHOOL, Andaman (CBSE -2002) - Aggregate 74%

Diploma in Computer Application – TATA INFOTECH - Aggregate – 70%

Certificate course from Emirates banking Institute, Sharjah – Compliance Insights in Banks

Certificate course from Emirates banking Institute, Sharjah – Operational Risk Management.

CAMS certification –Anti Money Laundering – Preparing

TECHNICAL SKILLS

COMPUTING SKILLS : MS-OFFICE (MS Excel, Word, Power Point, and Access) MS DOS. FOS (SAP platform).

PROFESSIONAL EXPERIENCE

CUSTOMER SERVICE MANAGER- RAK BANK,DUBAI, UAE.(AUG 2019 - Present)

To manage the customer service functions of the branch by ensuring delivery of quality service to customers and meeting sales targets, while adhering to service standards and maintaining of operational controls.

Administration & Day-to-Day Operations

• Carry out all branch administrative tasks, ensuring all activities are completed within timescales and with a high degree of accuracy, whilst providing excellent customer service, to both external and internal customers, and adhering to all appropriate process and procedures.

• Ensure at EOD all financial / non-financial transactions are authorised.

• Ensure all external and internal complaints are raised as Service Request through CRM.

• Proactively resolve a wide range of customer enquiries and issues or escalate as appropriate.

• Comply with the Staff Code of Conduct at all times to ensure a positive image of the Bank is presented to all customers both internal and external.

• Ensure that the business is booked as per laid down procedures and guidelines and due diligence is carried out with respect to money laundering and other regulatory requirements.

• Identify and initiate improvements to work, customer service, quality, work processes and organisational matters in order to contribute to business efficiency goals.

• Gather data, collate information, produce and submit reports to management to ensure the accuracy and timely delivery of information on branch sales and transaction volumes.

• Provide specialist information, guidance and advice to customers through the delivery of excellent customer service to resolve customer queries and achieve customer satisfaction.

• Prepare customer/sales plans with direct reports to ensure each relationship is managed according to the customers’ needs and potential, regularly reviewing the customer portfolio to assess future needs.

• Ensure that individuals under supervision have appropriate levels of competency and skills in order to effectively carry out their roles.

• Provide leadership, coaching and support to the team members by setting objectives, evaluate performances, identifying development needs and motivate staff.

• Identify and act on ways to improve own knowledge and skills, and as a result improve the knowledge and skills level of the branch customer services team.

• Maintain awareness of the branch’s Business Continuity Plan and undertake appropriate training to ensure correct action is taken in the event of an incident or disruption.

• Perform any other duties or tasks as required or instructed by the line manager to support the smooth operation of the branch.

CASH OFFICER / BACK UP OPERATIONS MANAGER – RAK BANK, DUBAI, UAE ( Feb 2018- Aug 2019)

Managing the Teller function and Customer service in the branch to ensure the delivery of quality service to customers, the projection of a professional and warm image, maintenance of operational controls and continuous improvement in operational efficiency. Managing a team of 8 tellers and 5 customer service staffs.

Key Roles & Responsibilities

Operations Management

* Ensuring transaction processing standards are met.

* Manage and recommend work-flow changes for greater efficiency.

*Authorize and approve all financial transactions as per delegation

*Authorize and verify all ATM reconciliation entries and ensure the ATM/EDM are balanced daily.

*Jointly replenish the ATM with Head teller and ensure cheques are cleared at regular intervals.

*Ensure the ATM/EDM are attended for any maintenance within the SLA.

* Monitor the ATMs for any suspicious activity / anti skimming.

*Authorize scanned cheque images that are modified and/ or are above the threshold amount.

* Ensuring that the branch gets a good audit rating

* Ensuring of good cash management,/

* Ensuring smooth functioning of clearing in the branch.

* Custodian of the main vault

* Custodian of safe custody items- DD`s / Cashier Orders.

* Conducting maker-Checker of all back- office transactions

* Reviewer of all sundry / suspense accounts.

* Advise Treasury of branch funding / borrowing position

* Interact with central bank and all banks in the U.A.E for inward /outward telex transfers and other matter related to the branch matters.

* On 24- hours call duty for ATM and branch security issues.

* To take additional responsibilities as and when required by the management

* Control Of Branch Keys and Combination settings & passwords that protect cash & valuable documents

Customer Service Management

*Ensure to achieve the financial targets and service standards assigned to the branch.

*To monitor/review the statistics from QMS for customer wait time and to ensure the TAT is met.

*Maintain strict adherence to SLA.

*Ensure that all applications for all service requests are input as outlined in process.

*To ensure due diligence is performed at the time of account opening in terms of documentation and KYC.

*To verify and sign all the reports and registers and ensure proper follow up on pending items are done by the CSOs.

*Ensure proper custody and usage of stationary for statement printing.

*Ensure weekly/monthly reconciliation of all security items held at customer service.

* Customer retention.

* Point of reference for customer disputes and problems.

Human Resource Management.

* Maintain high level motivation amongst staff

* Plan, manage and keep records for staff training and personal developments and giving feedback to BOM on staff training needs.

* Control Staff attendance and discipline

* Plan and manage staff leave programme.

* Internal staff training and day to day guidance on the job and coaching

Branch Administration

* Maintain the Branch premises

* Regular testing of branch security systems

* Maintain Branch security log

* Ensuring of staff health and safety.

* Acting as a branch security warden

* Central point of contact for dissemination of any security info to staff

* Point of contact with Other Branches, Head Office Departments, Dubai Police, and MAF Securicor.

HEAD TELLER – RAK BANK – SHARJAH, UAE( June 2017 –Jan 2018)

To replenish ATM`s of the branch and pass the reconciliation entries.

Ensure the branch ATM`s are working / in service 24/7.

Attend ATM hardware failures/ Equipment fault and do the needful.

To Jointly remove ATM cheques,and replenish ATM cash with Operations Manager/Cash officer.

To book ATM overage and shortage as per process and get the same cleared by identifying the respective transaction.

Coordinate with the Diebold Engineer for timely servicing.

Process all the cash transaction that takes place in a bank on a daily basis.

Supervise the CO Tellers and assist them for any queries.

Process all DD & TT /remittance request from the customers within the cutoff time.

Maintain accurate details of each transactions

Make entries into the banking system as and when they happen.

Tally the full cash amount at the end of each day.

Make reports and submit it to the manager.

Monitor all transactions of the day for AML and report suspicious transactions.

Help the customer get through tedious banking processes

Help the customer in whichever banking process they need help with

Bring in new customers to the bank and help with opening their accounts

Have good relations with the regular customers

Train new employees

BANK TELLER – RAK BANK – SHARJAH, UAE( July 2012 –June 2017)

Process all the cash transaction that takes place in a bank on a daily basis.

Work as back up Head Teller and process ATM replenishment and reconciliation entries.

Process all DD & TT /remittance request from the customers within the cutoff time.

Maintain accurate details of each transactions

Make entries into the banking system as and when they happen.

Tally the full cash amount at the end of each day.

Work as back up Head Teller as and when required.

Monitor all transactions of the day for AML and report suspicious transactions.

Help the customer get through tedious banking processes

Help the customer in whichever banking process they need help with

Bring in new customers to the bank and help with opening their accounts

Have good relations with the regular customers

TELLER SUPERVISOR (ACTING) - THOMAS COOK-AL ROSTAMANI EXCHANGE –DUBAI, UAE NOV 2010 – JUN 2012

Supervise a team of Tellers in handling all foreign currencies of the world and sending wire transfer and instant transfer like express money, money gram,National bond, Cash passport – Travel card loading and New card issuance,Wage pay system also handled here(WPS). Customer service orientation.

To quote and book rate for all corporate FOREX TT ensuring maximum margin and customer retention at the same time. Follow the AML guidelines issued by UAE, Central bank and report suspicious transactions.

Smooth operation in the absence of Branch Manager in solving customer complaints and situation handling were some of my key skills that I developed.

MANAGER –FOREIGN EXCHANGE-THOMAS COOK (I)LTD - CASH OPERATIONS-( July2007- Oct 2010)

Supervise a team of 6 Teller in maintaining both Indian Rupees and Foreign Currencies, Handling bulk Cash Holding for both wholesale and Remittance Department, Frequent bulk foreign Currency pickups from banks and other dealers, Stock Maintenance of Cash, Drafts, and Traveler’s Cheques for the Teller Operations, Customer service orientation, Extensive cash handling experience.

Monitor retail and corporate SWIFT transactions, report suspicious transactions, KYC update for corporate clients. Strictly follow AML guidelines as per regulations

Corporate remittance coordinator- Forex dealer to quote and book rates for more than 50 corporate`s in all major currency for cash as well as TT.

Maintenance of Reconciliation of Outstanding Payments, Reporting of Funds Position, Bank Accounts, Currency Intendment, Daily Profit calculation, Turnover Tracking, Revenue, Branch Funds Holding.Monitor the branch`s transaction for Anti Money laundering and report any STR to the concerned dept. Conducting Regular Audits and Maintenance of Various other Audit Reporting Files,

Taj Fisherman’s Cove(5 Star Hotel), Chennai- Probation

October 2005 - March 2006

LANGUAGES KNOWN

English, Hindi, Malayalam, Tamil

REFERENCE

ANAND K

BRANCH OPS MANAGER

RAK BANK, UAE.

PH: +971-*********

DECLARATION

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

(K.SUBODH)

Contact this candidate