AVINASH RAJA
Bengaluru
Summary
Dynamic and results-driven professional with 12+ years of cross-functional experience across Branch Banking, Business Banking, BFSI Operations, Digital Initiatives, and Training. Proven expertise in managing end-to-end project lifecycles, driving successful service and process transitions, and ensuring alignment between business goals. Skilled in stakeholder engagement, risk mitigation, cross-team collaboration, and regulatory compliance from start to stop process
Adept at leading multifunctional teams, managing budgets and timelines, and delivering projects within scope across complex banking and fintech environments. Recognized for strategic leadership, change management, and the ability to translate business requirements.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Branch Head, Assistant Vice President
RBL BANK
08.2025 - Current
- Handled the branch of CASA, TD of 60 Cr, and overall book of 135 Cr.
- Handling Super HNI clients and ensuring new funding is provided for working capital, business loans, HL, LAP, and insurance products.
- Have handled the team and delivered the numbers on LI, GI, HI, SIP, and other fee products.
- Leading the team from the front on marketing campaigns and delivering numbers from activity.
- Meeting customers regularly to generate business, and achieved the set targets.
- Delivered figures on credit cards and cross-sold products.
- Managed daily operations of branch, overseeing staff performance and customer service standards.
- Applied banking expertise to conduct financial analysis, research business deals, and negotiate and close contracts.
- Oversaw the day-to-day functioning of banking operations.
- Servicing the banking requirements of super HNI clients.
- Opening CASA, TASC, GTA, and NRI accounts, and managing customer grievances.
- Daily interaction with employees on data calling and analysing the data shared.
- Ensured the RM's achieve incentives every month.
Branch Head, Associate Vice President
KOTAK MAHINDRA BANK
11.2024 - 03.2025
- Handled the branch of 100Cr CASA and a overall book of 150Cr
- Managed large team in retail, and worked with the corporate team on corporate acquisition.
- Delivered numbers in unsecured ( Personal Loan & Business Loan) & Secured Loans.
- Managed customer experience at high level standards.
- Worked with GBG to enhance the government business.
- Working Skills in credit card life cycle.
- Made critical decisions and stategically prioritised on business funcational goals.
- Ensured to achieve targets on LI, GI, SIP, and other Fee Products.
- High level of drive and motivated the employees to ensure success in delivery outcome
- Monitored competitors' activities, adjusting strategies to maintain a competitive advantage.
- Managed daily operations within the branch, overseeing staff performance and customer service standards.
- Enhanced branch visibility through targeted marketing campaigns, and community engagement activities.
- Implemented staff training programmes to elevate skill levels and ensure regulatory compliance.
- Kept organisation in compliance with regulations and internal requirements.
- Reviewed and updated operational procedures regularly to enhance workflow efficiency, and meet changing business needs.
- Controlled expenses and allocated financial resources to reach budget goals.
- Maximised branch revenue by optimising operations.
- Developing the portfolio roadmap for the respective business area, and executed the same.
- Ensured adherence to standard controls, and driven teams to achieve compliance, capability management, and risk management.
Branch Head, Manager
ICICI BANK
04.2023 - 10.2024
- Maximised branch revenue by optimising operations.
- Toped the Region on Unsecured and Secured business.
- Completed audits and checklists to achieve regulatory compliance.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Boosted customer base, acquiring new customers and identifying needs to deliver relevant products.
- Developed annual branch business plans for maximum profitability and effectiveness.
- Performed appraisals for branch staff and made training recommendations to develop capabilities and skills.
- Reviewed reports, recommendations and requests from subordinate leadership.
- Developed successful strategies and policies, meeting organisational needs and implementing improvements.
- Monitored operations to keep processes aligned with targets and matching forecasts.
- Set ambitious expectations for operations and established pathways to accomplishing goals.
- Handling Super HNI clients and ensuring new funding is given on working capital, business loans, HL, NHL and insurance products.
- Have handled a team of 15 staffs and a book size of 300+ CR.
- Expertise in Retail Banking and also have ensured a YOY growth of 40% across products including NCA growth in CASA and FD.
Projects, Associate
COGNIZANT TECHNOLOGY SOLUTIONS
07.2021 - 08.2022
- Responsible for delivery of projects pertaining to Operations and working closely with team members
- Worked with project acquisition team to onboard new clients
- Identified and resolved customer needs promptly and efficiently.
- Taking accountability for meeting Clients expectations
- Executing plan and timelines for deliverables
- Negotiating with internal and external stakeholders
- Providing accurate and regular reports to business stakeholders
- Creating collaborative, innovative and efficient working culture
- Well organized, process oriented and focused on coaching team members towards process excellence
- Attend conferences and training as required to maintain proficiency
- Ensuring project is completed 100% with complete backup
- Perform other related duties as assigned
- Ability to work under pressure and cope with multiple priorities
- Setting goals and duties for line team
- Support Functional / Line Management in day-today activities
- Involved in daily calls, meetings with user and team for issues and supported them throughout the project
- Negotiated contracts and SLAs with suppliers and partners
- Recognized by top level management for smooth transition management plans
Deputy Manager
HDFC BANK
09.2018 - 06.2021
- Majorly handling Hardcore Sales (Retail Assets and Cross Sell) – Personal Loans, Business Loans, Home Loans, Credit Card and Insurance
- Servicing banking requirements of super HNI clients
- Collaborate with Credit, Risk, Collections and Operations Team.
- Generated sales of 70 Cr Unsecured and 110 Cr Secured.
- Opening CASA and managing customer grievances
- Daily interaction with DSA and analyzing data shared by Internal and Digital Channels to improvise quality for increasing business profit with high numbers
- Driving DSA and Channel management
- Manage TAT on credit processing and minimize pre and post disbursal discrepancies
- Being responsible in handling a team of 25 – 30 employees to achieve monthly core sales performance
- Handled Relationship Managers and Phone Bankers to ensure the sales targets are achieved
- Driving cross sell objective and CRM related issues of clients
- Training team effectively on call quality monitoring, with feedback sessions to improve sales
- Managed complete Compliance end to end for entire unit
- Involving with higher management and working closely with Regional & National Head to discuss on Business improvement ideas on daily basis
- Ensuring that the entire team's productivity is achieved 100% on a monthly basis.
- Driving team with motivation, positive culture with rewards and recognition
- Achieved 125 % on HR targets every quarter
- Hiring employees within the allocated budget and integrating with the HR heads.
- Demonstrated consistency and maturity in sales forecasting processes and involving in recruiting top talents to the organization
- Adherence on Regulatory Compliance and Code of Conduct
- Analyze the team strength effectively and executing plans to achieve team performance
Training & Transactional Quality Lead
IBM / CONCENTRIX
09.2012 - 09.2018
- Started off as financial practitioner, promoted as senior practitioner in second year and then lead training and transactional quality
- Driving Credit Card Sales for the unit
- Working knowledge in Vision Plus, Cards Issuing
- Traveled to United Kingdom on business trip to train onsite employees & off shore employees , On Implementation of new process with complete Knowledge Transfer
- Leaded a team on PFCU quality to regularize business as usual
- Training Teams on end to end Credit Card Product & Bank Products.
- Monitoring the calls and conducting feedback sessions on Credit Card Product & Bank Products to achieve set targets
- Suggest inputs on attrition management and have regular connects with people to reduce attrition and error %
- Handled 105-110 staffs to achieve their targets monthly
- Interactions daily with international clients, Delivery Manger, Senior Management and Employees
- Managing & leading quality assurance end to end with defect free outcome
- Assisting team managers with call monitoring scoring and shared RCA to help them mitigate errors
- Collaborated with Subject Matter Experts (SME)s to design impressive program syllabus
- Experience in analytics to minimize risk and outcome of customer experience
- Conducted refresher trainings & Achieved the SLA’s month on month
- Worked with management on project to improve FPOC complaints resolutions
- Demonstrated experience of leading projects and mentored new trainees during nesting period to achieve KPI's
- Planned and managed activities needed to implement change at work and ensured on desired outcome.
- Designed SWOT analysis to enhance career and self improvement end to end for the process
- Responsible to monitor calls and provide feedback to specialists to deliver high quality results, on resolving customer enquiries at first point of contact
- Reporting Operational Risks & Controls to stakeholders though RCSA
- Identify process improvement opportunities also conduct team huddles and compliance refresher sessions
- Understanding of data & process flows for implementation.
- Conducted quality assurance tests on company products, identifying areas for improvement and ensuring high standards.
Education
Bachelor Of Commerce -
Bangalore University
01-2011
Skills
- Exceptional Interpersonal Communication
- Proactive approach with excellent time management skills
- Proven interpersonal and multi-tasking skills
- Leadership Quality and decision-making skills
- Adaptive skills and Ability to work under pressure
- Motivated and always established
- Adherence to high customer service standards
- EDD, Trust, Market Intelligence and Service Delivery
- Exceptional listening and analytical skill
- Able to rapidly gain product knowledge
- Flexible, good people management skills
- Customer Success and Relationship Management
- Ability to develop quality assessment strategy plans and implement them successfully
- Client Onboarding, Surveillance Monitoring
- Strategy Implementation
- Auditing, Internal Audit, Due Diligence, Audit Compliance and Regulatory Compliance
- Risk Mitigation Strategies
- Budgeting and Resource Management
- MS Word, MS PowerPoint, MS Excel, Working knowledge of Citrix, CRM & Banking Applications
- Strategy Implementation
- Financial Analysis
- Risk Mitigation Strategies
Accomplishments
- Handled new joinees and trained them on process and code of conduct
- Handling end to end complaints for the process with effective analysis
- Interaction with clients on process updates and knowledge transfer on daily basis
- Mainly involved in migration and successful in adhering to process updates for the complete floor
- Awarded with Unsung hero - March 2014
- Travelled to United Kingdom on new Process implementation for the organization - May 2015
- Awarded with Operations Star - March 2016
- Awarded with Operations Rockstar - April 2018
- Awarded with Certification of appreciation T&TQ for upholding the value for providing meticulous support to operations in stabilizing the business - June 2018
- Awarded with Unsecured Loan Champion every quarter - March 2019
- Awarded with Best Manager in PAN INDIA - September 2020
- Awarded with Best Manager for Insurance Premium in PAN INDIA - September 2020
- Awarded with Best Support Operations - February 2022
Additional Information
- Activities & Interests – Football, Long Rides / Drives , Environmental Conservation
- Marital Status - Married
- Yob - 1990
Languages
English
Proficient
C2
Hindi
Proficient
C2
Kannada
Proficient
C2
Tamil
Proficient
C2
Urdu
Proficient
C2
Certification
- [ Manager as a Mentor ] Certified by JOMBAY
- [ Business Analysis Basics ] Certified by SIMPLILEARN
- [ Business Analytics With Excel ] Certified by MICROSOFT
- [Business Analysis & Process Management] Certified by COURSERA
Timeline
Branch Head, Assistant Vice President
RBL BANK
08.2025 - Current
Branch Head, Associate Vice President
KOTAK MAHINDRA BANK
11.2024 - 03.2025
Branch Head, Manager
ICICI BANK
04.2023 - 10.2024
Projects, Associate
COGNIZANT TECHNOLOGY SOLUTIONS
07.2021 - 08.2022
Deputy Manager
HDFC BANK
09.2018 - 06.2021
Training & Transactional Quality Lead
IBM / CONCENTRIX
09.2012 - 09.2018
Bachelor Of Commerce -
Bangalore University