Designation / Role : Manager, Branch Operations - Service Delivery Work Profile:
Selling & cross selling of CASA, TD, RD, MF, Life Insurance, Personal Loan, Gold Loan, Home Loan, Credit Cards, Gold and Mutual Funds to the new, existing and walking customers.
Surprise checking of Key Movement Register, Cash Registers, Branch Deliverable Register, Passbook Register, ATM Cards Register, Cheque Books Registers and PINS Registers etc.
Managed single handed authorisation of Cash Receipts & Payment, Fund Transfer, RTGS, NEFT, Branch Opening & Closing Entries etc.
Active participation in projects like Jan Dhan Yojana, Promotional Schemes, Service Quality, Parichay and Customer Feedback etc
Co-ordination with Clearing, CPC, RPC, CMS, Treasury & Other branches for customer queries & complaint resolutions.
Designed process for having necessary approvals for audit purpose on record in soft & hard copies.
Performing duties within regulatory, procedural compliance & guidelines issued from time to time.
Educated, encouraged and guided walk in customers for utilising direct banking facilities.
Reporting of Daily Huddle, Counterfeit Note & Unusual Events to the top management.
Continuous focus on customers for funding account, renewal of TD & Insurance etc.
Updation of Branch Mandatory Display, CCTV, ATM after regular intervals.
Co-ordinated with Branch Sales Team, RO, RM for better customer service.
Managing Customer Service with quality, speed and accuracy at front desk.
Checking, processing and dispatching AOF via Ticket Ids to CPC & RPC.
Co-ordinated with Currency Chest for cash requirement for branch.
Handled Re-KYC for around 750 customers without affecting TAT.
Processing and responding customer queries through SIEBEL.
Branch Lockers handling and updation in the system.
Maintained & monitored all branch deliverables.
Chief custodian of branch keys.
Kotak Mahindra Bank Limited, Mumbai
Department : Mumbai LCC Clearing Operations
Designation / Role : Manager, Inward & Outward Clearing Supervisor Work Profile:
Successfully managed Inward & Outward Clearing team of 50 members including bank staffs, outsourced & vendors.
Successfully managed CTS & MICR Inward & Outward Clearing end to end processing.
Successfully managed key responsibilities such as RBI, Internal & external audits, branch & LCC level queries, Inflow & Outflow Registers, Treasury Reporting, Monthly Dash Boards, Daily MIS, errors tracking, attempted & actual frauds, Unusual Event reporting to the senior management.
Set up of customer service desk to investigate customer complaints and queries, analyse with permanent resolution
Co-ordination with RBI, NPCI, business team, IT, vendors and other banks for smooth functioning of clearing process.
Rights to authorise any amount of transactions for inward and outward clearing.
Designed process for having necessary approvals for audit purpose on record for all functions.
Ensured compliance to the laid down policy/procedures for all the functions.
Special attention to identify / escalate the accounts with huge unprofitable / unproductive volumes, regular & high percentage of returns, cases of potential misuse of the banking systems.
FRFC management for all the important and secured documents.
Co-ordination with records management with OEC for entire clearing.
Management of Business Continuity Plan.
Having cordial relationship with management, staffs and colleagues.
Ready to perform any other responsibilities entrusted from time to time.
Department : Cash Management Services
Unit : Collections & Payments, Logistics & Capital Markets Operations
Designation : Deputy Manager Work Profile:
Implementation of decentralised process & various cost reduction initiatives in order to achieve strategic goals (Cost/Revenue/TAT’s) of the organisation.
Identified, created & implemented hubs for decentralisation process for CPC, CMS & LCC for Cheque & Cash pickups.
Drafted processes, procedures, standards and Service Level Agreements for Collections, Payments, DWMS, IPO / NFO & Logistics as per ISO Standards, RBI Guidelines & Outsourcing Policy of the Bank.
Appointment of the quality Service Providers through proper techniques / mechanism as Vendor Identification, Rates Negotiation, Market Feedback, Business Requirements, Vendor Evaluation, Annual Due-Diligence Review for every year.
Surprise visits to Service Providers & clients places to seek the feedback
Focus on continuous process revision & exploring the possibilities of process re-engineering or automation by identifying areas of improvement.
Monitored independently on-going progress of the various initiatives to identify key loop holes and various actions to be taken to align it with standard process / goal.
Continuous monitoring of Courier Tracking & Delivery Standard as per laid down Service Level Agreements for CPC, CMS hubs & LCC’s across the region for smooth functioning.
Monthly preparation of Dash Board, SEBI Reports, Provisions, Actual v/s Budget, Cost Savings Initiatives with analysis.
Ensured to manage cost within the budget; any deviation shall be reported to senior management with justification to boost top-line improvement.
Monitored payments of all the Service Providers bills on time and as per agreements ensuring no income leakage & no excess or double payment
Maintained, monitored & analysed Query Register to ensure quicker query resolution and strict focus on non-occurrence in the future.
Close coordination with Business Units & Operations Units for setting up of new locations arranging for pickups at existing and new locations as per laid down processes.
Conducted training and induction programs for hubs, inter-departmental personnel & service providers.
Successfully testing & implemented Business Continuity Plan (BCP) once in a every quarter.
Assisted in creating healthy environment in the organisation by creating “employee morale raiser” initiatives on various occasions
Coordination for the Record Management with NAX for all the units.
Liasioning with HR team for manpower requirement for CMS / LCC units.
Part of “Best Team of the year 2008” for successfully handling Reliance Power Ltd., Future Capital Ltd. etc. initial public offerings (IPO)
Awarded as “The Star Of the Year” for 2008 & 2011; “The Star Of the Quarter for “Jun-Aug-12 & “The Star Of the Month” for Jan-11, Jan-12.
Awarded “Certificate of Recognition” for the part of growth story of Kotak Bank for the 5 years
Single handed managed 1800 Cheque & Cash pickups through 20 Service Providers with their network of around 500 plus locations across the country
Active participation in the system transition process from Flex to Finacle, MICR to CTS Clearing and Cash@Will to Cash-in.
Set up of Service Providers at 60 locations for Mutual Fund applications & cheques pickup, processing and scanning as per SEBI guidelines.
Logistics plan with drop box facility provided for Birla Mutual Fund, Airtel, Idea, Tata Power Ltd, Kotak Life Insurance & BEST Undertaking.
Having good professional as well personal relationship with Management & the business partners like Asset Management Cos, Shares & Transfer Agents, Brokers & Syndicate Members, Security Printers, Cash & Cheque Pickup agencies, Couriers, Co-ordinators, Service Providers, Storage Management Cos & Manpower Agencies etc.
Maintained audit ratings as 97% (ISO audit, Internal / External audit, Process Audit etc)
Avoided operational loss of 5 Lacs by identifying fraud cheques.