ملاحظة: يرجى عدم رفع أي صورة مخالفة لسياسة الصور. سيتم حذف الصور المخالفة للسياسة دون أي اخطار مسبق.
Well rounded Banker with 11+ years of experience in Branch Banking operations and customer services, branch service quality audit, training and planning/implementing proactive procedures and systems to avoid service errors, maintaining inter-departmental relations for smooth flow of customer service.
Seeking a Managerial responsibility with an organization where I can use my experience and skills to develop, motivate and encourage customer service operations, process and quality in whole and set new growth standards.
Handling 49 branches for delivering Service Excellence
Conducting quarterly Service Quality audit & track closure of audit gaps
Conducting Themed audit to ascertain knowledge of branch staff on regulatory mandates
Handling complaints at 2nd level and ensuring closure of complaints within TAT
Ensuring branches are recording all complaints and processing customer requests well in time
Co-ordinating with Banking Ombudsman on regular basis with respect to customer complaints
Ensuring branches comply with BCSBI code norms, RBI guidelines and Goiporia / Damodaran Committee
Conducting customer awareness program on BCSBI and customer rights policy
Ensuring branches adhering guidelines on branch look & feel, dress code and service etiquettes
Managing and coordinating Customer service standing committee meeting
Ensuring monthly customer meets, quarterly customer education program and correct usage of stationery at branches
Ensuring branches display mandatory notices as per RBI guidelines
Conducting monthly staff training and learning series for new processes, new systems & arranging online assessments
Arranging staff engagement and customers engagement activities
Participating in CSR activities which are driven through Bank
Providing suggestions to product / IT / processes team for better customer service
Doing CRI and SRI calling to check customer’s satisfaction level about service
Preparing various MIS and presentations on complaints and requests raised by customers
