Indulging myself in reading but only in what can be implemented!
Deepa Patil
Team Manager
Kalyan,MH
Summary
Goal-oriented Team Manager dedicated to meeting team performance objectives and achieving set targets. Offering more than 14 years of extensive leadership experience in BPO, Life Sciences and Banking industry. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Proficient oral and written communication skills paired with excellent time management and leadership abilities.
I seek a challenging position in this organization to implement the acquired skills & knowledge which add value to department goals and ultimately achieves organizational growth & objectives. Kindly consider my application, looking forward working with you.
Overview
12
12
years of professional experience
3
3
years of post-secondary education
1
1
Language
Work History
Team Manager
IDFC First Bank
Thane, Maharashtra
03.2022 - 07.2022
- Responsible for Quality recruitment, Sales Planning, Business delivery tracking, Monitoring and reviewing VRM Performance and mentoring individuals for effective telecalling for achievement of the defined goals
- Also responsible to ensure adherence with telecalling guidelines as per regulatory industry norms
- Ensuring the VRM Team achieves goal sheet objectives and revenue targets to earn incentives
- Also, responsible for monitoring quality of engagement for the team
- Enhancing engagement with HNI customers through client meetings and/or joint calls with RMs, support functions in peer group and quality NTB Acquisitions
- Ensuring engagement and coordination with various functional peers to ensure smooth business delivery from the team across Liabilities and Asset products of the bank, Trade Forex, Wealth business, Insurance and Credit Cards Business in the branch
- Responsible to drive Privilege program onboarding, Cross Sell in the VRM Portfolio and to enhance Product per Client ratios in the managed book
- Ensuring Digital adoption and completion of the assigned Tasks, triggers, campaigns and client outreach programs assigned to the VRMs
- Incumbent is responsible to ensure that the VRMs provide quality service delivery to bank customers and ensure process adherence
- Envisage data driven sales plans for the managed book to improve portfolio quality
- Ensure regular reviews, daily engagement and trainings to the team
- Client requests and complaints to be addressed efficiently within stipulated timelines
- Ensure all sales activity is recorded as per the organizational process and all bank policies are adhered to by self and team
- Lead the IDFC First's customer first culture by driving the team to take up high degree servicing norms to ensure absolute customer delight
- Attract and retain best-in-class talent for VRM's in the region & attrition control
- Monitor key parameters on employee productivity and attrition rates and make necessary improvements
- Champion the use of data analytics to increase engagement and product holding for customers being managed by the team
- CASA Growth, Fee Income Growth, NTB Customer IDs, Net Promoter Score(NPS)
- Team level targets: % customers Optimus download, #products per customer (PPC), #cross-sell (assets products), %increase in avg ORV, #customers upgraded to RB program, #family/groups created, Attrition Control..0
Team Leader (Manager)
Kotak Mahindra Bank Ltd
Thane, Maharashtra
02.2020 - 07.2021
- Supervising, guiding and motivating a team of 50 officers responsible for service, proactive sales and profitability from assigned portfolio, thereby ensuring their training and professional growth
- Report generation on a daily basis for assigning cases to the team ensuring TAT of 3 working days is met and provide optimum service experience to the customers in a consistent manner through timely resolution of issues
- Working on macro enabled reports to extract daily counts and ensure that the defined Productivity target in SOP is achieved
- NPS analysis being a crucial part of daily analysis where team is thoroughly monitored on respective basic detractor calling activity
- Handling Escalation emails in Cards, Card assist and Privy cards queues on topmost priority thereby ensuring adherence to productivity and TAT, Service & Quality benchmarks
- Weekly Call Audits and Feedback session conducted by TL and Team Quality spoc to ensure adherence to service & quality benchmarks and provide world class service experience for customers
- Strict adherence and availability of trained manpower to maintain production at 100% capacity and target achievement
- Ensure regular training/refresher of the team to meet service e requirements consistently in an effective manner
- Work closely with the executives to provide periodic feedback and coach them
- Service Impact Stories of the team shared monthly so that the team is rewarded for the best in class customer service experience
- Delivered exceptional level of service to each customer by listening to concerns and answering questions
- Maintained energy and enthusiasm in fast-paced environment.
Team Leader (Manager)
Kotak Mahindra Bank Ltd
Thane, Maharashtra
10.2018 - 02.2020
- Supervising and handling a team of 15 VRMs, handling a CRN Book of approx
- 3000 CRNs assigned to each VRM who are responsible for end to end customer service & query and issue resolution, sales and profitability from assigned portfolio
- Collaborating with fulfillment teams and our counter parts like VRM-ROCE channel to ensure best in class conversion ratios
- Weekly Call Audits and Feedback session conducted by TL and Team Quality spoc to ensure adherence to service & quality benchmarks and provide world class service experience for customers
- Work closely with the executives to provide periodic feedback and coach them
- Ensure regular training of the team to meet service requirements consistently in an effective manner
- Strict adherence to commitments made to the client and ensure availability of trained manpower to maintain production at 100% capacity
- Service Impact Stories of the team shared monthly so that the team is rewarded for the best in class customer service experience
- Preparing MIS as per the needs of the process Client Focused Sales – Execute targeted campaigns as and when communicated
- Proved successful working within tight deadlines and fast-paced atmosphere
- Conducted research, gathered information from multiple sources and presented results
- Maintained energy and enthusiasm in fast-paced environment
- Worked flexible hours; night, weekend, and holiday shifts.
Business Process Lead
Tata Consultancy Services
, Maharashtra
06.2014 - 11.2016
- Handling a team of 5 responsible for cleaning the study data prior to Regulatory authority submission
- Automatic cleaning and Report generation: Running Inform report for discrepancy management, sharing the Query status report with respective stakeholder weekly, adhoc report pulling as per client request, Batch parameterization and running batches to retrieve desired listing or output
- Manual cleaning: Manual review of listings as per study timelines, and sharing with the stakeholder periodically in a standard format
- Regular QC and audit of the data to ensure quality and data correctness as per study documents
- Work closely with the executives to provide periodic feedback and coach them
- Knowledge sharing sessions conducted for sharing best practices within the team
- Periodic Client interactions via emails, monthly/weekly calls to share the study status
- Due to criticality of the study, various repositories and guidance documents created
- Internal QC of the study document and to ensure integrity and quality of the data is retained before the same is shared with the stakeholder
- Also the same is logged in an internal tracker for better traceability and accountability
- Imparting internal trainings for common understanding and knowledge sharing
- Assisted with new hire processing and existing training programs
- Facilitated training for associates through daily coaching and regular performance appraisals.
Data analyst
Cognizant Technology Solutions
Powai, Maharashtra
08.2011 - 06.2014
- Automatic cleaning: Running Inform report for discrepancy management in Inform and Running another report for addressing the respective queries in OC Classic
- Sharing the query status with respective stakeholder periodically
- Manual cleaning: Manual review of listings as per study timelines and sharing with the stakeholder regularly in a standard format
- Imparted internal trainings for common understanding
- Knowledge sharing sessions conducted for sharing best practices within the team
- Client interactions via emails, monthly/weekly calls to share the study status with the team
- For internal escalations, Root cause analysis done
- Due to criticality of the study, created a guideline document and various repositories with instructions to perform manual cleaning for manual checks
- Internal QC of discrepancy management and to ensure integrity and quality of the data is retained before the same is shared with the stakeholder
- Also the same is logged in an internal tracker for better traceability and accountability
- Documented business workflows for stakeholder review.
Junior Data Analyst
Cognizant Technology Solutions
Powai, Maharashtra
04.2010 - 07.2011
- Handling inbound US customer calls and providing specific product information, logging Marketing, Quality and Adverse event complaints in CRTS tool which is utilized by Safety personnel for reporting in Safety database
- Handling Media calls and elaborate product information calls and for further details transferring those to respective department.
Senior Customer Executive
WNS Global Services
06.2007 - 03.2010
- Handling US inbound customer calls for Product information, Price adjustment, late fee reversal, Product shipment and order details inquiry
- Mentoring new joiners for common understanding and query resolution.
Education
SSC - undefined
Guru Nanak High School
06.2001 - 03.2002
Bachelor of Science - Science
Chandibai Himathmal Mansukhani College
03.2003 - 06.2004
Bachelor of Science - Biotechnology
Chandibai Himathmal Mansukhani College
06.2006 - 03.2007
Skills
Effective people management
undefinedTimeline
Team Manager
IDFC First Bank
03.2022 - 07.2022
Team Leader (Manager)
Kotak Mahindra Bank Ltd
02.2020 - 07.2021
Team Leader (Manager)
Kotak Mahindra Bank Ltd
10.2018 - 02.2020
Business Process Lead
Tata Consultancy Services
06.2014 - 11.2016
Data analyst
Cognizant Technology Solutions
08.2011 - 06.2014
Junior Data Analyst
Cognizant Technology Solutions
04.2010 - 07.2011
Senior Customer Executive
WNS Global Services
06.2007 - 03.2010
Bachelor of Science - Biotechnology
Chandibai Himathmal Mansukhani College
06.2006 - 03.2007
Bachelor of Science - Science
Chandibai Himathmal Mansukhani College
03.2003 - 06.2004
SSC - undefined
Guru Nanak High School
06.2001 - 03.2002
Accomplishments
- Supervised team of 50 team members in the automation and development of Keya Chatbot which led to improved resolution of customer queries pertaining to Kotak Credit card.
- Achieved through effectively evaluation, monitoring and review of the repository and process documents with the internal stakeholders thereby ensuring accuracy and efficiency.
Interests
Travelling, Cooking, Gardening, Listening to music
Love to spend leisure time with family and friends cooking, gardening, listening to music and travelling..
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