Arokia Nirmal Raj
Chennai
Summary
Reliable management professional with several years of expertise developing top-notch skills in customer service and team leadership in the industry. Ready to take on new challenges in an exciting new position.
Overview
12
12
years of professional experience
Work History
Associate Manager
Air India Limited
08.2022 - Current
- Efficiently managed and resolved customer complaints using the airlines Salesforce portal
- Collaborated with various departments to address underlying issues leading to customer grievances
- Implemented strategies to improve customer satisfaction and retention rates
- Generated regular reports and analyzed data to identify trends and areas for improvement
- Conducted training sessions for staff on utilizing Salesforce portal for grievance management.
- Managed daily workflow of team members to meet organizational goals.
- Assigning tasks or activities to staff; ensuring aircraft flight logs and maintenance records are correct.
- Monitoring airport operations, coordinating with airline staff and managing emergency situations.
- Overseeing the development and implementation of regulations, policies and procedures for Scheduling, Operations Control.
- Managing the daily activities at the airport, encompassing the airfield, terminal and landside throughout an operational shift.
- Ensuring exceptional customer experience and flawless operational execution across Airport Operations and co-located Agencies.
Deputy Branch Manager Retail Branch Banking
HDFC Bank
02.2022 - 08.2022
- Leading, training & monitoring the performance of team members to ensure efficiency in operations and meeting of individual & group targets
- Handling accounts like SB, Casa, and Current & rendering services to the customer in retail branch banking
- Worked on CRMNXT tool for collecting information on prospects and maintaining a database of existing clients
- The tool served as a repository for branch walk-ins and website visitors
- Also taking additional responsibility of transaction monitoring on bank accounts and credit cards and restricting the card from the usage due to non-submission of KYC details and fraudulent transaction attempts
- Motivating and helping the Team to meet and exceed the unit target and operational service and sales matrix (such as Credit cards, PL, Home Loan, overdraft, and Loan on credit cards)
- Got Appreciation emails from the Product Managers, Senior Management, and Clients for Solving their queries within the TAT and making them satisfied
- Assisting supervisors in preparation of month & year end result.
Branch Operations Manager
Kotak Mahindra Bank
03.2020 - 01.2022
- Leading, training & monitoring the performance of team members to ensure efficiency in operations and meeting of individual & group targets
- Worked on Finacle (CRM) tool for collecting information on prospects and maintaining a database of existing clients
- Conducting process related meetings daily among the team members
- Handling Privy and wealth department which holds 500 crores of CASA value for Bank
- Creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance amongst team members
- Identifying training needs across levels through mapping of skills required for positions and analysis of the existing level of competencies
- Also taking additional responsibility of transaction monitoring on bank accounts and credit cards and restricting the card from the usage due to non-submission of KYC details and fraudulent transaction attempts.
Personal Loans Dept & Sales management (Senior Associate)
Citibank (N.A)
06.2015 - 11.2019
- Direct Sale of Loans associated with credit cards-Unsecured lending
- Delivering professional and personalized customer service to co-operate and individuals
- Assist salesforce in developing product sales strategies for individual prospect
- Provide coaching, mentoring, training, and ongoing feedback/support to improve sales team performance and advance their abilities
- Ensuring bottom-up budget planning and self-monitoring
- Weekly/fortnightly catchups with existing clients to answer client queries/provide tips and support on using Monat air.
Hong Kong Shanghai Banking Corporation (Banking Operations - Account Opening & Maintenances)
08.2013 - 05.2015
- To use Core Banking system for all the needs of HSBC
Wipro Bpo (Human Resources Operations) Support Center
09.2012 - 04.2013
- Handling payroll for the employees of Sears Holdings Corporation, the ninth-largest retailer in the United States Project
Education
Masters in Business Administration - Operation Management
XIBMS
Bangalore07-2024
Diploma in Multimedia & Animation -
IGNOU University
05.2011
Bachelor of Arts -
Loyola College
04.2010
Skills
- Leasing and sales
- Department Oversight
- Results Analysis
- Departmental management
- Customer rapport
- Public Speaking
- Sales Coaching
- Presentations
- Financial Management
- Staff Training and Development
- Brand Promotion
- Operations Management
Timeline
Associate Manager
Air India Limited
08.2022 - Current
Deputy Branch Manager Retail Branch Banking
HDFC Bank
02.2022 - 08.2022
Branch Operations Manager
Kotak Mahindra Bank
03.2020 - 01.2022
Personal Loans Dept & Sales management (Senior Associate)
Citibank (N.A)
06.2015 - 11.2019
Hong Kong Shanghai Banking Corporation (Banking Operations - Account Opening & Maintenances)
08.2013 - 05.2015
Wipro Bpo (Human Resources Operations) Support Center
09.2012 - 04.2013
Masters in Business Administration - Operation Management
XIBMS
Diploma in Multimedia & Animation -
IGNOU University
Bachelor of Arts -
Loyola College
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