Summary
Overview
Work History
Education
Skills
Accomplishments
Interests
<Enter your own>
Additional Qualification
Timeline
Conrad Blaise Gonsalves

Conrad Blaise Gonsalves

Banking operation
Malad (W),Mumbai

Summary

To obtain a challenging professional position with a well-established organization with a stable environment that will lead to a lasting relationship where I can utilize my skills, experience, and knowledge to contribute effectively to your esteemed organization.

Total 17 years of experience (15years in Banking Operations and 2years in NBFC operation and service) which help in identifying the investment needs of clients and recommending customized structure products to suit their requirements & providing financial & wealth-management services to clients Currently associated with Bajaj Finance Ltd, Mumbai as Sr. Area Manager. Experience in handling branch operations and effectively resolving concern & complaints of clients. Responsible for Branch Health Score and NPS score of the branches Experience in managing Retail liabilities and Asset business and acquisition of new clients onboard. Good communication & leadership skills that have been used in effectively resolving problems and promoting a positive work environment

Overview

18
18
years of professional experience
5
5
years of post-secondary education

Work History

Senior Area Manager - Operations and Service

Bajaj Finance Ltd.
Mumbai, India
08.2022 - 08.2025
  • Administer overall operation and service score of Fixed deposit branches in Mumbai such as: -
  • Application and service request TAT.
  • Quality review processed.
  • Control and review on the FTR and hold request.
  • Zero customer escalation/complaint.
  • NPS penetration and CSAT score.
  • Digital Penetration.
  • Branch staff productivity.
  • Review Unclaimed deposits.
  • S2S compliance.
  • Attrition control.
  • Ensure all cash management services at the branches are delivered within specified timelines.
  • Coordination with various HO / Cross functional departments & providing feedback.
  • Support all New Initiatives, system related development and automation.
  • Data Analysis & Sharing of best practices with the team.
  • Ensuring Implementation of Policies & Internal process training across branches.
  • Achieve Service to Sales Numbers.
  • Ensuring Compliance & Integrity within the area/region.

Deputy Branch Manager - Sr. Manager

IDFC First Bank Ltd.
Mumbai
08.2021 - 08.2022
  • Administer overall operation and front-end sales and service score reporting.
  • Managing Retail liabilities operation and responsible for Branch Health Score Card.
  • Managing top 50 management clients of the branch through wealth management and value-added products. Also, been placed in one of the crucial and sensitize branch of South Mumbai, looking after the service request of top management.
  • Understanding the concern of NPS (Net Promoter Score), while connecting with unsatisfied clients.
  • Providing guidance to the teammates in acquiring the desired objective/goal of the organization.
  • Scrutiny of Account opening from and customer request to control the FTR (First Time Right) of the branch.

Branch Service Leader - Manager

Yes Bank Ltd.
Mumbai
09.2015 - 08.2021
  • Successfully managing the team of 6 people including the sales outbound team.
  • Spearheaded overall branch operation and front-end sales reporting.
  • Managing top 50 clients of the branch through wealth management and value-added products.
  • Managing top and bottom-line score for the branch with available resources and product suite.
  • Planned and organized various client-contact occasions/employee relations events and communication for the branch while working with respective sales managers.
  • Created a congenial environment for the workforce while maintaining synergy amongst all individuals to achieve a common goal.
  • Managing the liability book of 70 crore which including CA, SA and FD.
  • Providing solution and guidance to the walking customer, reverting customer on email & phones for their query raised.
  • Timely processing of banking transactions like funds transfer, Cheques, Drafts, NEFT, RTGS, TAX payment, opening of Accounts, reconciliation of office accounts, ensuring timely resolution of customer queries and improving customer service level.
  • Reporting forged/mutilated notes to the Head office and filing a FIR to the nearest police station.
  • Coordinating with currency chest when required, for maintaining Cash retention limit under branch control.
  • Collating and Maintaining report of counterfeit notes, No. of Account processed at branch on daily/weekly/monthly basis, forwarding and publishing the data to supervisor.
  • Acquisition of new customers to the Bank and providing products best suited to the customer as per his needs and requirements.
  • Scrutiny of account opening form processed by the sales team and getting it activated accurately within the time frame.
  • Promoted from Assistant Manager to Deputy Manager (2018) and currently promoted to Manager (2020).
  • Grade Promotion from Branch Service Partner to Branch Service Leader (2019).
  • Qualified for the international contest Q3 (2017-18) trip to Spain.
  • Qualified for the domestic contest Q2 (2016-17) trip to Kashmir.
  • Certificate of excellence received in the demat and trading as well as in the structure product business from yes securities.

Customer Service Officer-Sr. Officer

ICICI Bank Ltd.
Mumbai
11.2010 - 08.2015
  • Handling specialized desk of Assets Servicing at Branches.
  • Servicing of loan customers on matters like IT certificates, loan account statements, issuance, NOC, EMI & interest revisions, prepayment and resolve other related queries.
  • Undertake custodianship of executed loan documents, title deed /Document registers, vouchers and ensure timely release of loan/title documents, issuance of no due certificate during accounts closure.
  • Offering new Home Loan, Auto Loan, Personal loan & Jewel loan to walk-in and manage customers of the bank.
  • Providing solution and guidance to the customer on query raised on their Existing Home Loan, Auto Loan, Personal loan & Jewel loan.
  • Timely processing of bank transactions like funds transfer, Cheques, Drafts, NEFT, RTGS, opening of Accounts, reconciliation of office accounts, ensuring timely resolution of customer queries and improving customer service levels.
  • Worked as a Head Cashier and maintained records on a daily/weekly and monthly basis in MEGA branch of Vashi and Mira Road Cluster.
  • Collating and Maintaining report of counterfeit notes on daily/weekly/monthly basis, forwarding, and publishing the data to the currency chest.
  • Cross selling investment products such as Life Insurance, Mutual Funds, General Insurance & Gold, best suited to the customer as per his needs and requirements.
  • I Took additional responsibility on Conducting training to the newly recruited Teammates on behalf of my supervisor.
  • Received Certificate of Appreciation from Regional Head - Mumbai North for the exceptional performance and outstanding effort in 'Revenue from Fee and Asset products' for the FY 2012-13.
  • Received Certificate of Achievement from Executive director of ICICI Bank for the extraordinary performance during the contest 'Best of West: Bond with the Best' held in the month of July 2013.
  • Awarded with the trophy for the performance in Forex Reloaded held in the month of December 2013.
  • Awarded with the trophy for the best performance in RD Rockstar Revolution held in the month of Jan - Feb 2014.

Retail Home Loan Global Fulfillment- Sr. Team Member

BA Continuum India Pvt. Ltd.
Mumbai
06.2007 - 06.2010
  • Processing the loans with the prescribed category as per the checklist provided on a particular loan (Manufactured Home/Flood review/Subordination) and providing approval or suggestion for the same.
  • Ensuring that the necessary queries raised by the teammates has been solved during the day by following up with the clients either through mails or conference calls.
  • Understanding and updating the Teammates with all the latest policy changes within the process by conducting training.
  • Taken additional responsibility on Conducting training to the newly recruit Teammates on behalf of my supervisor.
  • Preparing reports of the loan processed by the team during the day on a daily/weekly & monthly basis and publishing the data to supervisors.
  • Collating the data of the Loan processed by the team at the end of day for quality check.
  • Preparing reports on the targets achieved and quality performed on a daily/weekly/monthly & Quarterly basis and publishing it to the supervisor to know the Star performer within the Team.
  • Organizing and conducting Fun events on a weekly basis for the team and supervisors.
  • Received Certificate for P.R.I.D.E (Performance Recognition Inspired by Demonstration of Excellence) from Managing Director of BA Continuum Solution Pvt. Ltd. for an exceptional performer for the quarter of Jan-Mar, 2009.

Education

T.Y.B. Com -

Vivek College of Commerce
04.2004 - 03.2007

GPA: First

Class XII - COMMERCE

St. Anne's Junior College, Malad (W), Mumbai
04.2002 - 02.2004

GPA: First

Class X - undefined

St Anthony's High School, Malad (W), Mumbai
GPA: Second

Post Graduate Diploma - Banking Operations

NIIT Institute of Finance, Banking & Insurance Training Ltd. (IFBI)
GPA: 57%

Skills

Proactive initiative

undefined

Accomplishments

  • Promoted from Assistant Manager to Deputy Manager, 2018
  • Grade Promotion from Branch Service Partner to Branch Service Leader, 2019
  • Qualified for the international contest Q3 trip to Spain, 2017-18
  • Qualified for the domestic contest Q2 trip to Kashmir, 2016-17
  • Certificate of excellence received in the demat and trading, 2016

Interests

Listening to music
Playing outdoor games: Football & Cricket
Indoor games: Carom & Chess

<Enter your own>

  • Date of birth: 06/02/86
  • Nationality: Indian
  • Marital status: Married

Additional Qualification

Basics in MS - Office - MS PowerPoint, MS Word, MS Excel

Timeline

Senior Area Manager - Operations and Service - Bajaj Finance Ltd.
08.2022 - 08.2025
Deputy Branch Manager - Sr. Manager - IDFC First Bank Ltd.
08.2021 - 08.2022
Branch Service Leader - Manager - Yes Bank Ltd.
09.2015 - 08.2021
Customer Service Officer-Sr. Officer - ICICI Bank Ltd.
11.2010 - 08.2015
Retail Home Loan Global Fulfillment- Sr. Team Member - BA Continuum India Pvt. Ltd.
06.2007 - 06.2010
Vivek College of Commerce - T.Y.B. Com,
04.2004 - 03.2007
St. Anne's Junior College - Class XII, COMMERCE
04.2002 - 02.2004
St Anthony's High School - Class X,
NIIT Institute of Finance, Banking & Insurance Training Ltd. (IFBI) - Post Graduate Diploma, Banking Operations

Similar Profiles

CREATE PROFILE
Conrad Blaise GonsalvesBanking operation