Ankita Mahato

As an Assistant Service Operations Manager , I was responsible for overseeing the day-to-day operations of the bank’s customer service functions. My role was pivotal in ensuring that customer service standards were maintained at the highest level, while also driving efficiency and operational excellence within the branch network.

Key Responsibilities:

1. Operational Leadership:

• Led a team of service professionals, including branch managers, tellers, and customer service representatives, to ensure seamless delivery of banking services.
  
• Implemented and refined operational procedures to streamline workflows and enhance service delivery, reducing transaction processing times by 20%.
  

2.Customer Service Excellence:

• Developed and executed strategies to improve customer satisfaction scores, resulting in a 15% increase in positive customer feedback.
• Managed escalated customer complaints and complex service issues, ensuring timely resolution and maintaining high levels of customer trust.

3.Training and Development:

• Designed and conducted training programs for new and existing staff, focusing on customer service skills, product knowledge, and regulatory compliance.
• Introduced a mentorship program that improved employee engagement and reduced turnover by 10%.

4.Performance Monitoring:

• Analyzed performance metrics and key performance indicators (KPIs) to assess service quality and operational efficiency.
• Prepared and presented regular reports to senior management, highlighting performance trends and recommending improvements.

5. Compliance and Risk Management:

• Ensured all operational activities adhered to banking regulations, internal policies, and industry best practices.
• Conducted regular audits and risk assessments to identify potential vulnerabilities and implement corrective actions.

6. Process Improvement:

• Led initiatives to automate routine processes and implement new technologies, resulting in a 25% reduction in manual processing errors.
• Collaborated with IT and other departments to enhance the functionality of banking systems and customer interfaces.

7. Stakeholder Management:

• Engaged with stakeholders, including branch staff, corporate clients, and regulatory bodies, to align service operations with business goals and regulatory requirements.
• Fostered a collaborative environment that supported cross-departmental initiatives and improved overall operational synergy.
  

• Handling the recovery of personal loans and business loans
• In charge of handling the recovery team and guiding them with everyday administrative tasks
• In charge of proceeding the loan settlement and foreclosure
• Reverting back to escalation calls of Customer to resolve the query
• Responsible for all officials communications
• Managing cutomer database and monthly MIS and KPIs