Babita Ghosh

• Successfully managed and executed RAR/RMP compliance projects to ensure adherence to the Risk Assessment Report (RAR) and Risk Mitigation Plans (RMP), aligning internal processes with audit and regulatory requirements.
• Monitored and executed RAR/RMP action points within defined timelines, ensuring zero non-compliance, and strengthening risk governance.
• Collaborated with business units, compliance, and audit teams to implement corrective actions and process improvement based on findings.
• Drove continuous process enhancements by aligning policies and operational goals.
• Designed and implemented the IO referral framework across Pan Bank units, ensuring alignment with RBI Master Directions.
• Managed the onboarding of new IOs.
• Facilitated training programs for business and product teams to ensure process adherence and awareness.
• Acted as a single point of contact for IO-related queries, data requirements, and feedback implementation.
• Conducted RCA and managed ATRs based on feedback received from IO, BO advisories, and high-volume complaints category.

• Production and validation of Net Asset Value and preparation of Financial Statements comprising the Balance Sheet, Profit and Loss Account, Cash Flow Statement, Notes on Accounts, and other Annexures to Annual or Interim Reports, such as the Statement of Investments and the Statement of Changes in Capital, etc. For different alternate/traditional sets of funds.
• Delivered all the activities of the assigned funds within the set time limit, and ensured that the NAV pack was delivered to the stakeholders within the PLA, with minimum or no errors.
• Performed all activities for NAV calculation or validation, such as pricing, resolution of breaks, posting accounting entries, etc.
  Accurately in the accounting system.
• Undertook and participated in process improvement projects for enhancement in quality and timeliness, thereby leading to efficiency.

Retail Branch Banking (SDA Non-Cash)

• Provided excellent customer experience and support by establishing long-term relationships.
• Cross-sell done for various products like locker, credit card, mutual funds investment, assets, forex card, CASA, lockers, FD-RD to Aspire Portfolio, and other branch customer, family account opening, and grouping in Aspire Portfolio.
• Service excellence, complaints, and requests are resolved within defined TATs consistently and to the satisfaction of customers.

Chatbot Content & Quality Management Major Project

• Handled content creation, arranged sign-off from product teams, and managed quality to ensure accuracy of at least 95% by working on all defects and improvements with the support of the tech team.
• Manually tested daily thumbs-down data, analyzed the reasons for thumbs down, and worked with internal teams to resolve the same.
• Effective requirement gathering of new features and implementation of the same, testing until go-live of all new features (WhatsApp, Live Agent, Pushbot, etc.).
• Developing a new straight-through process for enhancing sales, maintained tactical control of project budgets and timelines to keep teams on task and achieve schedule targets.
• Conducting UAT, pre-production, and production testing.
• Coordinated with the Business team and the Tech team for resolution on defects, improvement feedback, and the go-live process.
• Timely monitoring of the chatbot and service for the first request, coordinating with tech to ensure the customer receives timely resolutions.
• Timely creation of PPTs on UI/UX benchmarking to know the latest trends, and further implementing the same to enhance a better UI experience for users.

Chatbot Promotion

• Benchmarking and analysis on better promotional messages to increase the click ratio.
• Coordinated with the marketing team for the creation of new promotional content for promoting the bot via email and SMS.
• Coordinated with the Marketing, Product, Service, and Tech teams to trigger SMS, email, and WhatsApp campaigns to migrate customers to the digital platform.
• I analyzed the data post-promotional activities, ensuring the increase in usage.

Handling HNI clients

• Handled HNI customer queries, requests, or complaints by providing end-to-end resolution.
• Handled Insignia (prime) email cases and ensured the resolution of Query Request complaints within TAT.
• Provided email training to the entire team.
  Handled credit card insignia (VVIP) portfolio clients.
• Handled Insignia (VVIP) card help desk email cases and ensured the resolution of queries by coordinating with branches and fulfillment teams.
  Ensured that personalized service and necessary information are offered to the customer.
• Coordinated with branches and teams to ensure the resolution of query request complaints within TAT for exclusive banking customers. Handled escalations for VVIP clients.
• Handled the digital help desk for VVIP clients and ensured resolution before the turnaround time.
  https://www.rblbank.com/

• Handling HNI Client
• Handled HNI inbound calls in a timely and efficient manner to ensure customer satisfaction.
• Handled customer queries, requests, or complaints by providing end-to-end resolution.
• Cross-sell: Provided information related to products, new offers, and services at IndusInd Bank.
• Coordinated with various teams to ensure the resolution of Query Request complaints within TAT for exclusive banking customers.
• Captured problem indicators, highlighted suggested improvements, and adhered to quality parameters and targets efficiently.
• For exclusive inbound calls, credit card, ensured end-to-end closure to all exclusive queries, requests, and complaints for email cases.
• Followed up on customer emails with the resolution unit for quick resolution.

• Extracting data, working on data, and understanding the requirements of the clients.
• Positioning an appropriate solution, arranging meetings, giving presentations, setting quotations, and preparing documents and proposals.
• Coordinated the expectations of the clients with the implementation team to achieve client satisfaction.
• Setting up the stall with the production team.
• Involved identifying potential clients and generating new business opportunities.
• Generated repeat business through successful client follow-up.
• Involved in account management of existing clients, developing new campaigns, and implementing them.
• I have handled the accounts and developed marketing strategies for clients like Malabar Gold, HVK, Gold, Arya Diamonds, etc.