Heena Mishra
AHMEDABAD
Summary
Driven Bank Operations Manager with strengths in team leadership and operational management. Coaches staff on banking regulations and service standards, enhancing team performance and compliance. Resolves customer and employee finance queries effectively, fostering trust and satisfaction.
Overview
7
7
years of professional experience
Work History
Bank Operations Manager
IDFC Bank
Ahmedabad, India
04.2026 - Current
- Managed accounts payable and receivable, issuing invoices and reconciling accounts.
- Processed customer deposits, withdrawals, and transfers, ensuring accuracy to enhance customer satisfaction.
- Resolved customer and employee finance queries, complaints, and concerns fairly.
- Analysed financial documents and customer data to verify loan eligibility, supporting informed lending decisions.
- Coached new employees on banking regulations, product knowledge, and service standards.
- Developed tailored savings and investment strategies to strengthen client relationships.
- Set daily priorities and organised workloads to maximise productivity.
Senior Relationship Manager
HDFC Bank
Ahmedabad, India
01.2025 - 03.2026
- Met client financial goals through strategic planning within agreed timescales.
- Handled complex client queries and delivered tailored advice to maintain satisfaction.
- Identified and mitigated risks in client accounts, ensuring client interests were protected and maintaining trust with the bank.
- Established rapport with prospective clients through friendly, attentive interpersonal skills, enhancing client engagement.
- Coordinated cross-functional teams to deliver bespoke solutions for client needs.
- Reviewed market trends and customer feedback to guide strategy and product decisions.
Elite Relationship Manager (Manager)
Equitas Small Finance Bank
Ahmedabad, India
08.2024 - 01.2025
- Managed relationships with high-profile clients by providing tailored service. and territories with exceptional planning and strategic engagement.
- Expanded and maintained client base to maximise revenue growth.
- Created sales and marketing strategies to increase customer base and enhance sales.
- Identified opportunities for growth, expansion and sales by conducting market research.
- Resolved customer complaints promptly and effectively, ensuring high satisfaction levels.
- Cultivated strong customer relationships through consistent politeness and helpfulness in all interactions.
Wealth And Trade RM (Deputy Manager-2)
ICICI Bank
Ahmedabad, India
03.2022 - 06.2024
- Provided expert advice on international trade finance instruments, ensuring clients understood risks, costs, and benefits.
- Negotiated terms and conditions of trade finance products with clients and banking partners to secure profitable deals and mitigate risks.
- Developed and maintained strong relationships with clients through regular updates and strategic reviews of their financial plans.
- Grew and maintained client base to maximise revenue.
- Tracked investment performance, providing clients with scheduled updates.
- Handled customer and employee finance queries, complaints and concerns, resolving with balanced solutions.
Assistant Manager of Operations
Kotak Mahindra Bank
Ahmedabad, India
06.2019 - 03.2022
- Processed customer transactions at single window service point, ensuring accuracy and efficiency in daily operations.
- Recommended tailored bank products and services to enhance customer satisfaction and meet individual needs.
- Maintained confidentiality of customer information under data protection regulations for compliance.
- Verified identification and account balances while cashing cheques, maintaining compliance with banking regulations.
- Received cash and checks for deposit, verified amounts and endorsements, and examined for counterfeit bills.
- Participated in regular training sessions, keeping up-to-date with banking policies and procedures.
Education
Certificate of Higher Education - Master Of Commerce
N M Zala Commerce And Arts College
Ahmedabad, GJ01-2021
Skills
- Banking services
- Financial analysis
- Operations management
- Client management
- Customer relationship management
- Banking software
- Team leadership
- Staff training
- Time management
- Communication skills
- Relationship building
Timeline
Bank Operations Manager
IDFC Bank
04.2026 - Current
Senior Relationship Manager
HDFC Bank
01.2025 - 03.2026
Elite Relationship Manager (Manager)
Equitas Small Finance Bank
08.2024 - 01.2025
Wealth And Trade RM (Deputy Manager-2)
ICICI Bank
03.2022 - 06.2024
Assistant Manager of Operations
Kotak Mahindra Bank
06.2019 - 03.2022
Certificate of Higher Education - Master Of Commerce
N M Zala Commerce And Arts College