Dewas, Madhya Pradesh, India
I am a results-driven Banking Leader and Generative AI Specialist with over 15+ 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.
Managing and leading a ₹200+ Crore business branch, responsible for driving growth across CASA, retail banking, digital banking adoption, and fee-based income while ensuring operational excellence, regulatory compliance, and superior customer experience. Responsible for developing and executing the branch business strategy to achieve targets related to liability growth, yield improvement, portfolio quality, and profitability. The branch operates as a profit center where business expansion, customer relationship management, and operational discipline drive consistent performance. Focused on strengthening the CASA franchise by acquiring high-quality retail customers, professionals, SMEs, and local businesses through relationship-driven banking and targeted acquisition campaigns. Actively promoting FinTech and Digital Banking solutions including mobile banking, internet banking, UPI, QR payments, and alternate channels to enhance customer convenience and improve operational efficiency. Developing structured cross-selling strategies for insurance, investment products, and financial solutions to increase fee-based income and deepen customer relationships. Leading and mentoring the branch team to build a high-performance culture through training, performance management, and sales campaigns to improve productivity and service quality. Overseeing branch operations including cash and vault management, ATM balancing, teller supervision, and service monitoring while ensuring adherence to RBI regulations, internal policies, and ethical banking practices. Driving sustainable growth through relationship banking, digital innovation, and strong sales leadership while maintaining high customer service standards. Core Expertise: Retail Banking | CASA Growth | Digital Banking | FinTech | Branch Profitability | Customer Relationship Management | Cross-Selling | Team Leadership | Compliance
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.
1. Acquire customers and achieve the targets given for the allocated accounts. Responsible to acquire Enterprise customers by building a thorough understanding of key customer needs and requirements 2. Play an integral part in generating new sales that will turn into long lasting relationships 3. Expand the relationships with existing customers by continuously proposing solutions that meet their objectives 4. Collaborate with the Solutioning team to provide the products and services and ensure timely delivery to customers 5. Maintain hygiene and control escalation matrix for customer complaints resolution 6. Follow internal processes to ensure the end to end sales cycle and meeting account metrics 7. Cloud and Saas selling experience is preferable 8. Create Customer profile as per the template for each account assisgned 9. Building & Nurturing Account focused relationship: Prior experience of account management
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, enhancing operational efficiency. • Improved CRM entries and established customer feedback loops to drive better engagement. • Trained frontline teams on customer engagement using basic digital tools, fostering a tech-savvy workforce.