CV BRANCH OPERATION MANAGER -HDFC BANK LTD. WITH TOTAL 12+ YEARS OF DIVERSIFIED WORK EXXPERIENCE

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CV/Resume ID no.: 75763

Career Objective
To achieve a challenging position in a corporate world where my interpersonal skills would be used to the organization and thrive in such an environment to attain the zenith in whatever the tasks have been assigned.

Work Experience

Branch Operations Manager-Retail Asset Operations– HDFC BANK LTD. – Ahmedabad
(J u l y 2006 to Till Date)
TOTAL KEY RESPONSIBILITIES
 Professionally handling entire Customer care relationship & managing Tele-banking teams of Ahmedabad (Regional Head Office), North Gujarat & all surrounding locations for all loan products.
 Relationship with reputed customers & visitors, corporate customers, Head office, internal product wings, collection departments, legal advisors etc.
 Handling court cases and representing bank in suit files in consumer forum & supporting internal & external panel of advocates for necessary information.
 Forwarding & Filling revert to Banking Ombudsman and RBI for the Cases of Entire Gujarat Region with prior co-ordination with Legal Central Team of HDFC Bank Ltd. & State Operation Manager.
 Responsible for the General Receipt account of the bank (Ahmedabad & North Gujarat) for reconciliation and day to day receipts in the accounts.
 Other activities (Docs. Request, NOC Request for settlement cases, Internal Audit Team queries etc.)
 Co-ordination of banking requirement with customer needs in most economic, official and result oriented manner.
 Training to Sales, Credit and own staff on frequent basis for the new process roll out and policy matter.
 Handling disbursement activity for Home Loans, Two wheeler and Auto Loans, STPL, Car Overdraft, Used Car Loans, Personal Loans, Commercial Vehicles Business Loan etc.
 Co-ordination of branches of Gujarat and directly supporting and reporting to State Operation Manager – Gujarat.
 Taking care of processing of files and Data maintenance.
 Responsible for reporting of day-to-day activity through daily and weekly MIS.
 Coordinating with internal (Sales, Collection & Credit) as well external customers.
 Responsible for motivating team as well as Job rotation on need basis.
 Responsible for Process improvement initiatives and cost reduction, which turns into, increased efficiency & better internal controls.
 Co-ordination with Sales team and reporting to higher authorities towards their achievements & performance.
 Leading team of 10 people with the vision of 100% customer satisfaction, result within the time frame stipulated, minimum walk-ins in the branch, minimum wait time & also fulfill customer expectations according to the norms of the organization.
 To ensure adherence of laid down processes and procedures
 To set up process and systems to give operational deliverables within specified TAT
 Ensure High quality standards and minimizing Error Ratio
 Maintain Relationship with Key-Stake holders
 Constantly working as the customer advocate, responsible for contact with all customers while serving as the liaison between the sales group and the development staff.
 This role will be the fire behind the sales and marketing team, continuously reviewing and analyzing the customer base and making sure the teams are consistently meeting their assigned expectations.
 Also assist in review of their current financial / CRM system
 Deal with complex customer issues
 Monitoring department budget & Maintaining the unit as an individual Cost Centre
 Some pre-sale skills and converting inquiries in the sales of the company
 Total 12+ years experience in a diversified portfolio and vertical function.
 Articulate, self motivated and be able to work in a fast paced environment.

Customer Accounts Manager (Retail Asset-Operations) - ICICI Bank Ltd. -SURAT
(September 2004 to July 2006)
KEY RESPONSIBILITIES
 Handling disbursement activity for Home Loans, Two wheeler and Auto Loans, STPL, Car Overdraft, Used Car Loans, Personal Loans, Commercial Vehicles Business Loan etc.
 Taking care of processing of files and Data maintenance.
 Training to Sales, Credit and own staff on frequent basis for the new process roll out and policy matter.
 Responsible for reporting of day-to-day activity through daily and weekly MIS.
 Also handling Customer Service and Banking as additional functions.
 Coordinating with internal (Sales, Collection & Credit) as well external customers.
 Responsible for motivating team as well as Job rotation on need basis.
 Responsible for Process improvement initiatives and cost reduction, which turns into, increased efficiency & better internal controls.
 Co-ordination with Sales team and reporting to higher authorities towards their achievements & performance.

Martin & Harris Pvt. Ltd. – Executive – Commercial - Ahmedabad
(March 2001 to August 2004)
KEY RESPONSIBILITIES
 Analyzing Credit Reports & financial details of the Borrower.
 Daily Accounting functions, Inventory Management, Invoicing, Sales support, Stores Operations, Procurement of Orders from the dealers etc.
 Handled a team to build up a Knowledge Base on Commercial Activity and cultivate the team as per policy.
 Dealing with Internal auditors, various Govt. & private sector authorities, Dealer network etc. on day-to-day basis.
 Co-ordination with sales team and head office regularly.
 MIS generation, Maintenance and forwarding to sales, head office, and audit team as and when required.
 Handling 56-dealer network across Gujarat and Goa, daily correspondence and maintaining relations on behalf of the company.

Delhi Paper Products Co. Pvt. Ltd. – Accounts Officer -Ahmedabad
(A u g u s t 1 9 9 7 to M a r c h 2 0 0 1)

KEY RESPONSIBILITIES
 Daily Accounting functions, Inventory Management, Invoicing, Sales support, Stores Operations, Procurement of Orders from the dealers etc.
 MIS generation, Maintenance and forwarding to sales, head office, and audit team as and when required.
 Co-ordination with sales team and head office regularly.
 Routine communications with head office and dealer network.

Kamlesh V. Shah & Co. (C.A.) – Article Clerk -Ahmedabad
(APRIL 1997 TO DECEMBER 2000)
KEY RESPONSIBILITIES
 Internal Auditing work & reports preparation

EDUCATIONAL QUALIFICATION
Degree Institute/Board Year % / Class
M.Com. Gujarat University,Ahmedabad 2004 Second Class
LL.B. Gujarat University,Ahmedabad 2002 Second Class
B.Com. North Gujarat University, Idar 2002 Second Class
Inter C.A.(Gr.I) The Institute Of Chartered Accountants Of India 1998 Second Class
Diploma In Management IGNOU, Ahmedabad 2003 Pass
D.C.A. ACT,Ahmedabad 1996 B+
Dipl. M.S. Office NIIT,Ahmedabad 2000 Pass

D.C.A. ACT,Ahmedabad 1996 B+
Dipl. M.S. Office NIIT,Ahmedabad 2000 Pass

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