Manager Customer
Resume:
Client-oriented professional, offering over * years of experience in delivering high-quality services to Support Customer's Business Needs & Achieving Continued High Customer Satisfaction
Extensive work experience in Banking Procedures, Forex, Corporate Accounting, Loan Consultation, Risk Assessment, Debt Management & Finance, and Accounts
Excellence in driving integrated operations management along with workforce planning, skill management, and training with a key focus on achieving profitability
Proficient in streamlining & presenting the client data as per the predefined guidelines such as KYC & AML, Legal Entity Identifier, corporate action
Expertise in managing operations consisting of KPIs, SLA (Service Level Agreement), Volumes Management, Team Utilization, Quality & Training, CSAT (Customer Satisfaction), RCAs (Root Cause Analysis)
Performance-driven professional with rich experience in Banking Operations by spearheading on-boarding of resources, Revenue Generation, projections & demands, risk & governance
Key People Leader, who has successfully led and motivated team towards growth & success in the organization; created a clear & compelling view of future through coaching and execution
Extensive project management experience; proficient in grasping the Big Picture, Conceptualizing, Developing, Implementing Solutions, partnering closely with Top Management to achieve higher levels of efficiency and effectiveness
Professional Excellence: Robust Knowledge in Finacle 10 core banking application developed by Infosys and Flexcube developed by Oracle
Since Mar’20, with Kotak Mahindra Bank as Branch Ops Manager
Dec’16 – Feb’20, Equitas Small Finance Bank as Branch Ops Manager
Nov ’15 – Nov‘16, Kotak Mahindra Bank as Service Delivery Officer (Authorizer)
Aug’12 – Oct‘15, Axis Bank as Deputy Manager Ops
Key Result Areas:
Managing customer-centric operations & ensuring customer satisfaction by achieving delivery & service quality norms and administering various tasks in banking operations within the time perspectives
Coordinating with several cross-functional teams, department heads & managers to ensure smooth various operations
Sanctioning NEFT, RTGS, Transfers, Corporate Salary Credits, Cash Transactions, Service Tax & TDS/TCS daily reconciliation and authenticating the KYC details of on-boarding clients for the Account Opening Process
Examining inward & outward clearing failing due to insufficient funds or other reasons/process or cancel clearings
Developing MIS and various reports daily & monthly like daily operations reports, status report
Providing advisory to clients on mortgages & raising loans, resolving financial queries, while ensuring smooth operations
Contributing in policymaking process & ensuring adherence to the systems and procedures laid down by the bank
Executing new procedures and policies passed down from Head Office and managing employees performance
Recommending companies on how to effectively use their money to grow their business & presenting clear information to customers, work colleagues, and third parties
Opening up new bank accounts for individuals and companies and working on cash management
Directing inquiries of the people suspected of indulging in illegal activities and acquiring from them to check the legality of the transactions
Scrutinizing the financial statements and investigating discrepancies, forged/exaggerated information in the documents
Monitoring suspicious money transfers, dealings, documents and performing timely verification of these transactions
Synchronizing with the regulatory agencies and law enforcement body as and when required and raising, handing & escalating on customer due diligence
B.E. (Electrical/Electronic Engineering) from Sri Muthukumaran Institute of Technology in 2012
Flexcube, Finacle 10, MS Office, Adobe Acrobat
Personal Details
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Result-oriented & client-focused professional, offering a dynamic career that reflects pioneering experience, targeting assignments in Operations Management with an organization of high repute
Preferably in Bengaluru
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**************@*****.***
*********.****@*****.***
Poornambika N
Operations Professional
Profile Summary
Core Competencies
Strategy Planning & Formulation
SLA & Regulatory Compliance
Operations Management
Client/Stakeholder Management
P&L Management
Team Management & Leadership
Soft Skills
Diligent
Self-Motivated
Negotiator
Communicator
Leadership Skills
Career Timeline
Nov ’15 – Nov‘16
Aug’12 – Oct‘15
Kotak Mahindra Bank
Kotak Mahindra Bank
Axis Bank
Equitas Small Finance Bank
Dec’16 – Feb’20
Since Mar’20
Work Experience
Education
Certifications
Date of Birth: 21st November 1990
Languages Known: English, Kannada, Hindi & Tamil
Address: #80 2nd A Main Muthyalanagar MES Road Bangalore - 560054
Contact this candidate