Avani Sheth
Mumbai
Summary
Dedicated and goal-oriented professional with over 20 years of experience in Banking, Service, compliance, audit & Sales seeking a Service Quality role to improve customer experience through exceptional service in a fast-paced environment. Skilled in managing and leading overall functions, proficient in implementing strategies to enhance customer experience. Created and sustained a dynamic environment that fosters development opportunities and motivates high performance among team members. Banking operations expert with skills in identifying business opportunities, managing financial operations, and streamlining processes related to operational risk.
Overview
23
23
years of professional experience
2
2
years of post-secondary education
3
3
Certifications
4
4
Languages
Work History
Branch Operation Manager
HDFC BANK Ltd.-INDIA
09.2020 - Current
- As Branch Operation Manager needs to manage branch operations, leading team of more than 45 employees
- Create & sustain a dynamic environment that fosters development opportunities and motivates high performance among team members
- Successfully managed daily operations, managing regulatory, compliance, audit and ensuring customer satisfaction
- Performance improvement, Employee value proposition, Implementation of sales process, Digital Adoption
- Maintained a high level of customer satisfaction through excellent service delivery
- Handling RBI/GRC and all customer complaints for the branch and cluster
- Working and checking audit requirements, Legal process and Banking and AML/KYC process
- Conducting audit in cluster branches to help them with process and compliance
- Co-ordinate with relevant stakeholders to achieve better customer experience with timely resolution
- Analysis VOC of customer through NPS conducted and recommend process enhancement
- Working on CPI, SQI and CX Championship and scoring ratings as good and excellent
Personal banker authoriser Senior Manager
HDFC BANK
08.2009 - 08.2020
- Checking of all account opening forms and authorizing the same before it being sent to WBO
- Monitoring Tatkal Kits issued to customers
- EOD Stock tally of all the deliverable at branch
- Checking of account opening forms/documentation/customer instructions at branch
- Clearance of exceptions raised by the concurrent audit team
- Authorize all Welcome Desk transactions and ensure that proper process has been followed
- Monitoring Hygiene Parameters and Working on Activation & Depletion control
- FTNR on CASA and % age of forms on hold
Assistant branch Manager
HDFC BANK
08.2008 - 08.2009
- Handling Current A/c portfolio for the branch
- Handling all current a/c related queries and servicing them
- Making sure to deliver quality work to satisfy customer queries
- Maintaining and building relationship with existing customers which help to build up the float
- Cross selling all HDFC and third party product to them
- Helping and servicing with queries related to Trade/Forex Bank Guarantee, savings a/c etc
- Enhancing service levels that convert to increased revenues
Quality Analyst
Citigroup Global Services Ltd (formerly known as E-Serve International Ltd.)
02.2007 - 08.2008
- Monitoring and Giving Feedback to the Associates on the floor-and in training
- Supporting a team of 120 Associates as a Quality Analyst
- Taking Team Briefings, motivating the associates at various levels
- Working on COPC certification in co-ordination with the Quality Manager
- Conducting Quality Sessions including customer service, sales & compliance
- Dealing with the clients directly to represent the Quality Team
- Representing the Quality Team in various global calibration sessions
- Conducting Calibration sessions internally with the UM and the Operation Managers
- Preparing MIS reports related to C-Sat, Compliance, Monitors, and Feedback
- Evaluate individual performance and identify training and coaching needs
- Assessing individual performance and providing feedback to ensure delivery of qualitative work
- Making sure the products being sold and service being offered abide to policies of organization and legal compliance rules
- Providing feedback to implement efficient processes that ensure quick call resolution without sacrificing quality
- Work closely with the Quality Manager to identify pain areas and track improvement in those areas
- Working on C-Sat Projects with the Quality Manager
- And rolling out quiz to insure product knowledge
- Co-ordinate with Training Manager and Operations Manager to identify their needs in operations and Training
- Participated in MAGIC training, (Make a great impact on customers)
- Participated in Six sigma Yellow belt training
Jr. Processing Officer
Citigroup Global Services Ltd (formerly known as e-Serve International Ltd.)
02.2005 - 01.2007
- Servicing USA client based with regards to their query credit cards
- Team Coach in the absence of Team LeaderSelected as a Training Support mentor for various training batches
- Sales Mentor for training team as well as the reps on the production floor
- Making sure the products being sold and service being offered abide to policies of organization and legal compliance rules
Team Leader
Client Connection(I)Pvt. Ltd. (Citigroup Company) Citi Gold Wealth Management
02.2003 - 02.2005
- Handling team of tele callers for citi gold wealth management
- Making contact to HNW clients and convincing them to join citi gold relation
- Processing of Retail CASA applications on daily basis
- Looking after the documentation for the savings account, Investments and current account
- Daily MIS on applications processed to Chennai
- Having a daily track on the number of appointments
- Daily track on the conversions and the total logins
- Providing excellent service and handling queries
Tele caller
Client Connection (I) Pvt Ltd. (Citigroup Company)
09.2002 - 01.2003
- To handle the Citibank Retail department
- Taking care of various issues related to savings account
- Contact the customers and convince them to open a savings bank account with Citibank
- To keep track on conversion rate
Education
M.com -
Mumbai University
01-2003
Bachelor of Commerce -
Malini Kishore Sanghvi College (Ritambhara)
04.2001 -
Skills
Regulatory compliance
Decision-making
Staff development and training
Customer relationships
Relationship building and management
Excellent work ethic
Team player
Excellent time management skills
Friendly
Goals and performance
Operations management
Strategic planning
Compliance reporting
Certification
IRDA Certified
Accomplishments
- Achieved 'High Quality Assurance Ratings' consistently while working with HDFC Bank Ltd.
- Consistently generated the revenue for the organization through client servicing, enhancing the existing relationship and timely delivery of services.
- MDRT Qualifier.
- Achieved certificate for Best in CPI/ SQI.
Timeline
Branch Operation Manager
HDFC BANK Ltd.-INDIA
09.2020 - Current
Personal banker authoriser Senior Manager
HDFC BANK
08.2009 - 08.2020
Assistant branch Manager
HDFC BANK
08.2008 - 08.2009
Quality Analyst
Citigroup Global Services Ltd (formerly known as E-Serve International Ltd.)
02.2007 - 08.2008
Jr. Processing Officer
Citigroup Global Services Ltd (formerly known as e-Serve International Ltd.)
02.2005 - 01.2007
Team Leader
Client Connection(I)Pvt. Ltd. (Citigroup Company) Citi Gold Wealth Management
02.2003 - 02.2005
Tele caller
Client Connection (I) Pvt Ltd. (Citigroup Company)
09.2002 - 01.2003
Bachelor of Commerce -
Malini Kishore Sanghvi College (Ritambhara)
04.2001 -
M.com -
Mumbai University
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