Dewas, Madhya Pradesh, India
I am a results-driven Banking Leader and Generative AI Specialist with over 13+ years of experience in Retail Banking, Digital Transformation, CRM Strategy, and Customer Experience Innovation. Currently serving as a Branch Manager, I lead high-performance teams, manage large customer portfolios, and drive strategic business growth through technology-enabled banking solutions. My core strength lies in combining traditional banking expertise with modern digital capabilities, including Generative AI, data analytics (Power BI, Excel), and digital product implementation. I have played an active role in accelerating digital banking adoption, improving operational efficiency, and enhancing customer experience across branch and regional levels. One of my key achievements includes mobilizing ₹25 Crore in deposits in one month through strategic relationship management with government clients and senior officials like IAS ,IPS. I have also contributed to product development and digital transformation initiatives by providing structured feedback directly to senior leadership, helping improve product performance and adoption. I am passionate about building future-ready banking ecosystems using AI, automation, analytics, and customer-centric innovation. My leadership approach focuses on empowering teams, improving productivity, and delivering measurable business outcomes. Key Expertise Areas: • Branch Leadership & Retail Banking Operations • Digital Banking & Fintech Transformation • Generative AI Applications in BFSI • CRM Strategy & Customer Lifecycle Management • CASA Growth & Liability Portfolio Expansion • Data Analytics (Power BI, Excel, Business Intelligence) • Customer Experience (CX) Innovation • Cyber Security & Risk Awareness • Government Banking & Institutional Relationship Management • Team Leadership, Coaching & Performance Management I am actively exploring leadership opportunities such as Branch Manager, Cluster Head, and Digital Banking Leadership roles in forward-thinking institutions like ICICI Bank, HSBC, Standard Chartered, JP Morgan, and global financial organizations. I am particularly interested in roles where I can contribute to digital transformation, AI adoption, and large-scale business growth.
Led digital innovation initiatives to automate customer journeys and improve CSAT by 18%. Delivered KYC automation solution cutting call resolution by 30%. Contributed to mobile-first banking design including WhatsApp banking and UPI integration. Acted as Product Owner, collaborating with IT on agile delivery and omnichannel enhancements.
As Branch Manager at HDFC Bank, a leading private sector bank in India, I was responsible for the overall management and performance of the Dewas, Madhya Pradesh branch. Managed branch operations to ensure efficient workflow and consistent service delivery. Led a team of banking professionals to exceed business targets and improve customer satisfaction. Oversaw daily branch activities, including customer service, transactions, and regulatory compliance. Implemented sales strategies that resulted in increased revenue and expanded market share. Built and maintained strong customer relationships that enhanced loyalty and generated referrals. Monitored key performance indicators (KPIs) to track performance and improve operational efficiency. Branch Management, Customer Relationship Management (CRM), Sales Management, Team Leadership, Performance Management
Drove branch-level digitalization, streamlining account opening via e-KYC and enhancing digital customer journeys. Promoted strategic CRM implementation and feedback loops to optimize service personalization and retention. Contributed to UX enhancement projects by channelling customer behaviour insights into product design.
Supported IT-led automation in finance and compliance. Collaborated on digital lifecycle management and asset tracking tools.
Provided comprehensive administrative and operational support as an Office Assistant at Bharat Broadband Network Limited (BBNL), a government-owned telecom infrastructure company. My responsibilities encompassed managing office logistics, maintaining records, coordinating communications, and streamlining administrative processes to enhance organizational efficiency. Assisted in daily office tasks, including correspondence, filing, and scheduling. Supported data entry, record keeping, and document management activities. Contributed to office staff efficiency by offering assistance with various tasks. Ensured seamless office operations through effective administrative support. Administrative Support, Office Management, Communication, Logistics Coordination, Process Improvement
Piloted technology implementation for inventory and billing systems; enhanced CRM entries and customer feedback loops. Trained frontline teams on customer engagement using basic digital tools.
Designed and pitched IT service proposals for BFSI clients, emphasizing digital service models and fintech integrations. Supported onboarding and client satisfaction metrics through tailored solution designs.