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Manager Customer Service

Chandigarh, Chandigarh capital region, India
March 19, 2020

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Mobile: +91-998******* ~ E-Mail:

Seeking managerial opportunity in sector that offers professional growth while being resourceful, innovative and flexible.


A competent professional having 12 Year experience in Banking Operations Management, Customer Relationship Management, Business Development, Marketing.

Accomplished at developing business and attaining targets on a wide range of parameters, i.e. financial, audit and acquisition of new customers.

Accomplished at planning and managing branch operations to attain customer service excellence and retain the customers.

Proficient in processing various financial operations and maintaining long-term customer relationships through the provision of high quality service.

Adept in running successful process operations and experience of developing procedures & service standards for business excellence.

Possesses excellent interpersonal, communication and organisational skills with proven abilities in customer relationship management, planning & sales.

Experience of Cross-selling, Revenue Generation, Branch Audit, Sox Audit and Six Sigma


MPM (Finance, Marketing) from Pune University in 2001

DLL from Pune University in 2000


Since Nov 2015 with HDFC Bank Ltd. Begowal

Manager - Branch Banking



Monitoring daily banking operations in the branch to ensure customer delight while adhering to the norms.

Supervising that the requests being processed are as per the laid down guidelines of the regulator.

Maintaining a tab over the TAT taken for the transactions/requests or for the control reverts.

To ensure best of the services to the customers and handling their queries up to the satisfaction level.

Monitoring the performance of team members to ensure efficiency in operations and adherence to the KYC guidelines laid by the bank.

Responsible for processing of account opening forms as per KYC norms without any deviation.

Monitoring Suspense accounts, TODs, high value transactions, debit without cheque, exception reports and inter sol transactions.

To look into audit compliances and assuring best of the results.

Preparation and reporting of daily, fortnightly and monthly control reports.

Revenue generation through Cross Selling of Third Party Products I,e Investment & Insurance

Interacting with the customers for unresolved problems and delivering quality Service to the customers to their satisfaction.

Analyzing the operations & Service at all stages to eliminate wasteful tasks and reduce costs.

Handling Demat Operations & Queries

Audit & KYC

Reviewing, tracking, monitoring & self-auditing the various records in the branch thereby ensuring that the branch is fully compliant with all rules, Processes & guidelines applicable.

Responsible for checking compliance levels pertaining to documentation of NTB accounts and its authentication as per the mandates given by the bank.

Effectively Support & Handle Branch Audits by Internal, External, Concurrent, Statutory & RBI auditors &. Responsible for implementation of process, policies as per guidelines & audit rating of the branch

Ensuring compliance to the laid down processes for account opening forms as per KYC norms.

Other responsibilities:

Managing day to day banking operations. Authorising transfers & RTGS, opening and closing fixed deposits, lien maintenance, handling standing instructions, deceased settlement and outward clearing of the branch.

Issuing & surrendering lockers and Handling daily customer locker operations.

Verification of Cash Transaction - Cash Receipt & Cash Payment

Handling escalated customer complaints

Sourcing and handling high value trust accounts for the branch and thus increasing the CASA value.

May 2015-Oct 2015: Kotak Mahindra Bank Ltd., Begowal

As Manager - Branch Banking

As Manager

Handling day on day branch banking operational work and generating leads for business opportunities

Updation and processing of customer requests in core banking software FINACLE & SIEBEL.

Efficiently handling operations ensuring strict adherence to the KYC guidelines, submission of daily reports.

Identifying prospective clients, generating business from new areas and developing them to achieve consistent profitability.

Escalating complaints of customers to senior level.


Key products handled: Savings Account, Current Account, De-mat Account, Mutual Fund, Gold Funds, Life Insurance, General Insurance, Credit Card, and Retail Assets.

Has been instrumental in increasing branch profitability, cross selling retail asset and third party products.


Windows 98 / XP, Macintosh, MS Excel, MS Word, Power Point, CRM, and Finacle 10.2.


2005-06: Maximum growth in Business with Excellent Customer Service.

2006 (June – Aug): Won all over India – “Great India Fixed Deposit “ Challenge

2006 (October): Won all over India – “Great India Fixed Deposit “ Challenge

2010-Cleared NCFM Exam

2010-Cleared IRDA Exam

2011-Cleared AFMI Exam

7 Star Branch in IAD audit for period 2011-2012.

Won LI competition Domestic 2013.


Date of Birth : 28th April 1979

Gender : Female

Marital Status : Married

Nationality : Indian

Fluency in Language - : English, Hindi, Marathi and Punjabi

(Manpreet Kaur )

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