Mumbai, Maharashtra, India
Results-driven VP - Product Sales Lead with 20+ years of experience in the Banking and Finance industry, specializing in leading large outbound sales teams to drive cross-selling of Asset, Liability, Credit Card, and Insurance products to existing bank (ETB) customers. Deep product expertise across Personal Loan, Business Loan, Home Loan, Loan Against Property, and Credit Cards. My core competencies include: Banking Operations • Inbound & Outbound Contact Centre Management • Training & Development • Process Management • Client Relationship Management • Channel Management •Team Management. Digital Business Banking
• Spearheaded the Outbound Contact Centre's Cross-Sell & Retention Desk, enhancing customer engagement. • Successfully acquired Credit cards through targeted strategies for ETB and NTB customers. • Established and managed a Central Asset Retention Desk, overseeing diverse asset products and retaining portfolio.
Location Head: NRI business Banking - Aquisition and Customer service.
Complete Ownership of Branch P&L ,Supervise day to day Branch Operation , Increase Trade & Forex business , Grow the Branch book , increase revenue generation, ensure Top line service to customers.
• Liaising with Digital Banking team for generating adequate flow of customer database for acquisition. • Acquiring High Net worth NRI clients through online module designed for PAN Bank along with administering only centralized channel. • Performing timely introspection and re-engineering of online account opening process model as per RBI norms. • Proactively driving the team for managing PAN bank support and managing the customer remittances by contributing towards 50% of overall business by setting up new remittances. • Designing and implementing centralized support team for branch and sales team for acquiring customers online. • Handholding the branch and NR Sales Team Pan Bank with account opening processes and service delivery. • Defining process initiatives to increase customer acquisition and increment in wallet share. Highlights • Proficiently controlled the COA by analyzing conversion and productivity per RM while acquiring NRI customer. • Successfully drove initiatives for retail trade and Forex Business PAN Bank. • Efficiently set-up 24X7 service desk to assist Branch channel to increase the remittance flow seamlessly. • Proactively maximized revenue by guiding the team to analyze financial requirements and suggested suitable financial products such as TD, FCNR Deposits, Rupee Advantage Plan and NRI Trading. • Added growth to the revenue PAN Bank by controlling the pricing for inward remittance flow.
• Audited call quality and process adherence along with ensuring certification and maintenance of various quality certification such as ISO27001:2005, QMS 9001. • Performed fraud prevention and recovery by monitoring transactions and controlled the place to prevent fraud from happening and recovery of same (Internal & External). • Ensured quality standard is maintained as defined to meet customer expectation with 4 Sigma error scale. • Analyzed and processed the improvements for ensuring the reduction in Senior Management Escalations and repeat calls of customer. • Performed delivery and maintenance of certification under high quality standards as described by ISO & QMS. • Ensured phone banking channel is the safest channel for doing transaction and safely handling all customer data and interaction.
• Efficiently reduced the interaction cost and enhanced the customer experience by performing product and process re-engineering. • Ensured the reduction in Senior Management Escalations by analyzing and processing the improvements. • Created new campaigns under outbound channel to increase profitability and created enablers to assist channels to drive the respective targets. • Performed branding CSPB to other Channels and increased IVR conclusions.
• Handled the operations activities related of product verticals such as Loans, Investments, ICICI Direct – Call & Trade & Query Servicing. • Analyzed gaps for better product and service development along with meeting TAT for the customer’s service. • Efficiently increased productivity & customer satisfaction by developing better system tools, applications and IVR.
Full setup & Mobilization of Branch, Investment advisory & Risk management, Business development in the following areas: NSE / BSE / F&O / COMMODITIES/ MUTUAL FUNDS / INSURANCE / IPO’s.
Handling client relationship as Relationship officer. Sourcing and handling all Retail Asset products for the bank. Managing Corporate Accounts and Builder Relationship