DEEPAK INDORKAR
Chief Manager
Mumbai
Summary
Over 15 years of expertise in banking operations, specializing in audit, fraud investigation, and transaction analysis. Proficient in trade finance, FEMA guidelines, UCP 600, and ISBP 98, with a strong ability to navigate complex trade finance scenarios and foster operational excellence in back office operations. A proven track record of efficiently managing diverse responsibilities and optimizing banking processes, delivering valuable insights and driving operational success. Ready to leverage substantial experience to enhance performance and innovation in a dynamic banking environment.
Overview
23
23
years of professional experience
4
4
Languages
Work History
Corporate Sales Manager
ICICI Bank, India
06.2025 - Current
- Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
- Managed accounts to retain existing relationships and grow share of business.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Monitored competitors'' activities closely to stay ahead in the market and capitalize on emerging opportunities.
Chief Manager
ICICI Bank
01.2023 - 06.2025
- Led a team of investigators to conduct thorough employee fraud investigations
- Implemented new policies and procedures, leading to a 30% reduction in fraudulent activities
- Partnered with law enforcement agencies to gather evidence and bolster cases
- Conducted strategic interviews and interrogations to obtain vital information and evidence
- Generated comprehensive investigation reports for management and legal assessment
Operations Manager
ICICI Bank
12.2018 - 12.2022
- Supervised a team of 14 members to ensure efficient processing of Outward Remittance and Payments related to Import of Goods and Services through MT103 & MT202.
- Reviewed and processed transactions, ensuring compliance with OFAC regulations and RBI Guidelines to mitigate risks.
- Monitored transaction quality, provided constructive feedback, and resolved pending reviews and reconciliations to maintain operational efficiency.
Assistant Operations Manager
Tata Consultancy Services
09.2016 - 11.2018
- Analyzed the performance of National Pension Scheme and Atal Pension Yojana for SBI Bank.
- Prepared detailed reports on the key metrics and trends for the schemes.
- Identified areas for improvement and presented actionable recommendations to enhance the effectiveness of the schemes.
- Collaborated with cross-functional teams to implement process improvements, resulting in a 15% increase in customer satisfaction.
- Supervised a team of 6 support engineers to ensure smooth operation of application support
- Ensured efficient development, maintenance, and support of application systems to enable streamlined service delivery and information access
- Managed client queries and escalations via email and phone, addressing application issues promptly
- Gathered and documented business requirements to inform development processes
- Prepared comprehensive business review documents and user manuals for the development team, ensuring clear articulation of client requirements
- Monitored and tracked the progress of application development to ensure alignment with client needs
Assistant Operations Manager
Tata Consultancy Services
08.2014 - 09.2016
- Oversaw a team of trade finance operations professionals to ensure prompt and accurate reissuance of letter of credit
- Managed and resolved escalated issues concerning reissuance of letter of credit
- Collaborated with cross-functional teams to optimize reissuance processes and diminish turnaround time
- Achieved a commendable 15% reduction in reissuance processing time through the implementation of efficiency measures
- Directed and supervised a team of 10 trade finance operations professionals
- Managed the reissuance process for Letter of Credit while ensuring accuracy and timeliness
- Collaborated with internal and external stakeholders to resolve issues and enhance operational efficiency
- Implemented process improvements resulting in a substantial 20% reduction in reissuance processing time
- Reviewed and processed Reinsurance Letter of Credit Issuances and Amendments for various Financial Institutions and Client's Branches
- Handled Reinsurance Payments, including funds transfers to customers via MT103 and MT202
- Identified and mitigated risks in transactions, including OFAC compliance checks and credit line checks
- Monitored the quality of transactions and provided constructive feedback for improvement
- Managed pending reviews and conducted various reconciliations within the department
- Interacted with Relationship Managers from different countries and Trade Advisors to ensure smooth operations
Team Leader
E-serve Citi Group Limited
07.2009 - 07.2014
- Managed a team of 18-24 mortgage specialists handling mortgage processes, loss mitigation, and pre-foreclosures for U.S. demographics.
- Oversaw team leader activities and maintained operational SLAs/KPIs.
- Conducted qualitative and in-depth research on loss mitigation documents received from the client.
- Focused on adding value for the client and facilitated the professional development of team members.
Senior Customer Support Executive
E-serve Citigroup Limited
12.2007 - 07.2009
- Coordinated repossession of cars for default customers by utilizing information from emails and repossession vendors.
- Surpassed monthly KRA's by focusing on quality, leading to a 15% improvement in efficiency.
- Maintained exceptional customer satisfaction scores (VOC) through proactive communication and effective problem resolution.
- Assisted the Team Leader and Trainer as a backup resource for new joiners, ensuring uninterrupted operations during their absence.
- Spearheaded process enhancements that yielded a 20% increase in productivity and efficiency.
Senior Customer Support Executive
E-serve Citigroup Limited
12.2006 - 12.2007
- Verified employment for borrowers requesting modification or loan application
- Conducted thorough research to complete employment verification for borrowers
- Contacted and verified company information as necessary to facilitate verification process
- Met monthly KRA targets with equal emphasis on quality
- Ensured highest customer satisfaction scores (VOC)
Customer Support Executive Officer
WNS Global Service Limited
12.2004 - 12.2006
- Supervised inbound calls for Travelocity, a US-based travel agency.
- Addressed Aero-based process-related escalations, network issues, and billing issues during inbound calls.
- Exceeded SLAs and targets consistently, ensuring high-quality service delivery.
- Provided active listening and support during representative calls.
- Managed reservations and bookings for Air, Car, and Hotel, ensuring accuracy and timely completion.
- Conducted training sessions on the travel module 'SABRE' to enhance team expertise and knowledge.
Customer Support Executive
Spanco Respondez BPO
12.2003 - 12.2004
- Provided comprehensive customer service for the product through managing inbound calls
- Achieved adherence to SLA and TAT on a monthly basis
- Collaborated with the training team to demonstrate best practices in customer service calls
Customer Service Executive
Reliance Infocom
04.2003 - 12.2003
- Managed inbound calls to successfully address customer inquiries regarding services provided by the current service provider.
- Successfully resolved network and billing issues, ensuring high customer satisfaction.
- Achieved and exceeded SLAs and targets, demonstrating exceptional performance and a strong dedication to the role.
Education
B.Com - Commerce
N R Swamy College of Commerce
01.2002
12th - English
Maharashtra
01.1997
10th - English
Maharashtra
01.1995
Skills
Banking
Personal Information
Total Experience: 17 Years 0 Month
Accomplishments
- Achieved Result by completing Task with accuracy and efficiency.
- Collaborated with team of Number in the development of Project name.
- Documented and resolved Issue which led to Results.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of Number staff members.
- Resolved product issue through consumer testing.
Timeline
Corporate Sales Manager
ICICI Bank, India
06.2025 - Current
Chief Manager
ICICI Bank
01.2023 - 06.2025
Operations Manager
ICICI Bank
12.2018 - 12.2022
Assistant Operations Manager
Tata Consultancy Services
09.2016 - 11.2018
Assistant Operations Manager
Tata Consultancy Services
08.2014 - 09.2016
Team Leader
E-serve Citi Group Limited
07.2009 - 07.2014
Senior Customer Support Executive
E-serve Citigroup Limited
12.2007 - 07.2009
Senior Customer Support Executive
E-serve Citigroup Limited
12.2006 - 12.2007
Customer Support Executive Officer
WNS Global Service Limited
12.2004 - 12.2006
Customer Support Executive
Spanco Respondez BPO
12.2003 - 12.2004
Customer Service Executive
Reliance Infocom
04.2003 - 12.2003
B.Com - Commerce
N R Swamy College of Commerce
12th - English
Maharashtra
10th - English
Maharashtra