Vishal Passi

Mumbai, Delhi

(Mobile: 975-***-****, lkwope@r.postjobfree.com)

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Area Manager (Operations & Sales) NOV 2010 – Till Date

A result oriented professional with 12 years of Experience- Sales, Operations, Service & Delivery.

Reputation for adhering to ethical standards. Embraces new challenges and employs exceptional problem-solving skills while handling people from different backgrounds i.e. Worked With: (Icici Bank, Indiabulls, Kotak Securites, DCB Bank & B2S) on Sales & Operations and Service fronts.

Pioneer in the design and delivery of assignments; expert in facilitating change through redesign of internal operating and business processes, Sharp presentation, negotiation, analytical and team building skills.

Professional Background___________________________________________________

Brands2Steal- Manager (Operations & Sales) NOV 2010 – Till Date

KEY RESPONSILBILITES

• Managing Operations and channelizing Sales, Service & Delivery to monitor and Manage the overall progress of hiring, steady state, retention, service delivery issues, and productivity of staff across all teams. Work very closely with global leaders to extend the global processes in India. Fulfill the reporting requirements of the group from India strategic perspective. Recommend and support process improvements as appropriate.

• Managed a 200 member team- to specifically focus on key matrices i.e. Delivery, Service, Operations, MIS factory, Monitoring and Process Automation, for all the new and running Verticals for the Organizations. Responsible for Budgets, Casual Factor Analysis and Rolling Forecast and also Reviewing the Weekly / Monthly units specific MIS for all verticals respectively.

• Customer Service & Quality-Managing/launched CRM implementation-Optilive/I-Heat for Pan India users. 1 Lakh service requests logged annually. CRM growth from 20 users to 60+ active users.

• Achieved VOC & VOE standards above industry standards i.e. 65% & 88% respectively.

• SLA Measurement, Customer Service & Quality to maintain back end Ops, SLA, Attrition and Employee Growth. Prepared/Monitored cross functional SLA and Measurement techniques which helped Pan Vertical to keep a check on overall Service Indicators for Operations/customer Service & sales areas.

• Business Growth- Highest Sales & Premium collected for 23 Cr. Revenue to Top line 20 lakh.

• Partnered growth over 8 cities with a business growth plan 50 Cr via Consultants, direct sales & Corporate sales & Outbound and Up-selling.

• Over Phone collected 50 Lakh. Retail Sales 7 Cr via Service & Sales initiatives YoY basis.

• Develop marketing strategies to boost the sales from time to time. Liaise with suppliers to confirm and verify shipments & orders. Oversee resets, remodels, relocations, and new business avenues to promote the sales graph. Implement loss prevention initiatives & establish sales goals for team to add to the bottom line.

• Operations Planning & MIS reporting with Dashboards- Strategizing & planning of operation delivery & productivity of resources employed in the zone. Working with Products, marketing ensuring cost/value/number is in line with the revenue targets. Partnered more than 30 products launches and successfully rolled out with best in class pre/post sales Service standards via all channels.

• Manage all aspects of merchandising and which areas to focus more for customer acquisition.

• Interviewing, Recruiting, training and organizing the staff for achieving monthly sales targets

• SLA Measurement- Maintained branch and Back end Ops, SLA, Attrition and Employee Growth. Prepared/Monitored cross functional SLA and Measurement techniques which helped Pan Vertical to keep a check on overall Service Indicators for Operations/customer Service & sales areas.

• Develop programs to improve customer service & serve them well to convert to sales

• Risk & Compliance-Maintained ‘A’ Rating in Compliance, control and audit year on year basis. Also ensured ZERO fraud’s in the Verticals.

• Stake Holders & Partners Buy in- Work with support partners including HR, Infrastructure and GPS on planning and delivery of services within agreed SLAs for infra readiness, real estate, and regulatory approvals. Manage third party contributions to the program. Establish interface between the retailer and wholesalers along with the third party contributors and escalate where required. Manage dependencies, risks of expansion projects and appraise TLT organizations mitigations. Experience in stakeholder management, esp with people outside of immediate organization including third party vendors.

DCB BANK- Manager (Sales & Operations) MAR 2010 –AUG2011

KEY RESPONSILBILITES

• Managed a 100 member team- to specifically focus on key matrices i.e. Delivery, Service, Operations, MIS factory, Monitoring and Process Automation, for all the new and running Verticals for the Organizations. Responsible for Budgets, Casual Factor Analysis and Rolling Forecast and also Reviewing the Weekly / Monthly units specific MIS for all verticals respectively.

• Responsible for promoting Out Bound calls for Sales promotions, Customers surveys, Customers Attrition Management, Compliance calling, solving customer queries by focusing verification processes.

• Planning & Execution: Developing and enhancing the size of HNI relationships. Mobilizing High Net worth Individual clients for the Bank. Do a Financial Need Analysis & risk profiling for the customers in their portfolios. Understanding & acting as a primary interface for all customer service enquiries. Handling multiple processes & responsible for reporting of MIS, analytical response & outcome of processes. Updating customers with the latest information on a product or a service and assisting them with their queries. Demonstrated leadership skills to lead, motivate and engage the team members.

• SLA Measurement- Maintained branch and Back end Ops, SLA, Attrition and Employee Growth. Prepared/Monitored cross functional SLA and Measurement techniques which helped Pan Vertical to keep a check on overall Service Indicators for Operations/customer Service & sales areas.

• Organization wide implementation of a concept of Centralized Complain Management which helped reduction in TAT and better customer service. Monitoring service experience across Organization via Surveys for e.g. Internal & External Customer Satisfaction Survey, Surveys via external agencies IMRB, Branch Visit & Contact Point Verification, Assets & Liabilities VOC, Quality check (customer care, ra care, service quality, CRM, Processing Units), HNI Customer general and Account Closure – Feedback

• Monthly dashboards on: Quality of New acquisition and closed account analysis, CPV, Deliverables, CRM Analysis, A/c Opening & Closure, Quality Check – Service Quality, Customer Care-Correspondence Unit, Alternate channels dashboard on sales and Service.

• Accountable for team’s results, responsible for selecting, training, coaching, developing, promoting potential staff to increase their capabilities. Multi-tasking and prioritizing, planning work activities efficiently to meet deadlines and high level goals.

• Strategies- Experience of managing complex ramp-up, efficiency and projects involving multiple support teams. Analytical and problem solving skills & see hidden problems and look beyond for the solution.

• Drive for results and success and conveys a sense of urgency and drives issues to closure, perform despite obstacles and opposition. Ensure banks vision, values & ethics are upheld within team at all times through professional behaviour by being a role model for the team

• Volume Development and Cost Saving Initiatives to a tune to 5 Cr.

KOTAK SECURITIES- Branch Head (Sales & Operations) MAY 2007 –MAR2010 (3years)

KEY RESPONSILBILITES

• Responsible for the Branch costing and revenue ratio, per employee performance, employee retaining, attrition and growth etc.

• To deliver the quality sales and revenue of the branches and to achieve the given targets

• Profiling the client on risk return matrix and guiding him through a disciplined financial plan

• Educating and motivating the team and to provide periodical MIS of branches to the reporting official.

• Responsible for appointing new franchisees for the entire region & promoting sales & revenue from them.

• Responsible for acquiring business from vast location like Dehradun, Vikas Nagar, Haridwar, Mussorri, Roorkee, Rishikesh, Haldwani, Rudarpur, Kotdwar & surrounding areas.

• Recognized as fast tracker among the region and grew with 3 different profiles within a span of one and a half year. Helped branch to achieve outstanding rating in sales review. Successfully managed to ride the IPO wave and NFO Boom.

• High acquisition of HNI clients in the region. Played a key role in customizing the offering by advising the technical team to launch innovative process and to overcome the drawbacks of current process.

INDIA BULLS securities- Manager (Sales & Operations NOV 2005 - MAY 2007 (2years)

• Acquisition of new clients for equity trading and responsible for selling equity based investment products.

• Focusing the HNI portfolio’s - Driving and managing the HNI portfolio of individual customer base.

• Developing and enhancing the size of HNI relationships. Leading a team of Relationship Mangers and Business Development Executives.

• Responsible for identifying customer needs, assessing their risk appetite and providing them investment options within the product range being offered by the company.

• Responsible for achieving targets as assigned by the organization on a monthly basis. Provide regular updates to the immediate superior as an when required

ICICI PRUDENTIAL LIFE INSURANCE- Manager (Operations & Sales) SEP 2004 - NOV 2005

• Identify the prospects that can become successful Financial Advisors. Maintain a dynamic prospect team of Advisors as per the corporate strategy e.g. HNI.

• Team Development, Training and Coaching: of the team to meet the desired goal sheet for the bulls eye period. Conduct regular meetings with all advisors & identify weak areas based on review meetings & ensure corrective actions to be chalk out for developmental needs of the team & train them in the weak areas & conduct regular training programs from time to time for them.

• Ensure hand holding of all new advisors & ensure their development through on the field training & supervision. Develop business segments as per company strategy with compliance

ICICI BANK- Team Leader JUNE 2001 - AUG 2004 (3year)

• Acquiring Premium Customers & Deepening Relationships

• Manage relationships of 300-400 Customers of the branch who are defined as customers with relationship of more than 5 Lac for the region

• Grow the CASA portfolio of the desired customers for the bank by increasing the Book Value of the Branch

• Cross-sell third party products, investments, Life Insurance, General Insurance, SIP’s, Mortgages, Credit Cards, GOI Bonds, D-mat accounts, Gold coins etc. & drive channel migration.

• Sales force - Driving and handling the entire Sales Team of the centre for new business acquisition with 2 DCID’s. Branch Banking - Authorizations, monitoring, etc., of new Retail Accounts. Mobilizing High Net Worth Individual and Institutional clients for the Bank. Do a Financial Need Analysis & risk profiling for the customers in their portfolios.

PROFESSIONAL QUALIFICATIONS

• PGDBM from SRI GURU RAM RAI INSTITUTE OF TECHNOLOGY & SCIENCE, in 1999-2001 with Specialization in Finance.

• Post Graduation (M.com) from HNB Garhwal University in 2000.

• Graduation (B.com) from HNB Garhwal University in 1998.

• Intermediate from Scholars Home CBSE Board in 1995.

• High School from Scholars Home CBSE Board in 1993.

• One year Diploma course from Aptech Institute.

PERSONAL DETAILS

• Date of Birth : 24-11-1976 (Vishal Passi)

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