Deepika M
Madurai
Summary
Accomplished Branch Manager with a proven track record at Repco Home Finance Ltd (NBFC), enhancing customer satisfaction and exceeding sales targets through strategic planning and effective team supervision in branch management.
Skilled in Home loan credit, branch operations and fostering customer relationships, demonstrated a consistent ability to improve branch performance and profitability by over 20%.
Overview
11
11
years of professional experience
Work History
Branch Manager
Repco Home Finance Ltd
Thirumangalam Branch
07.2021 - Current
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
- Increased branch profitability by implementing cost-saving measures and streamlining operational processes.
- Reduced employee turnover by fostering a positive work environment and offering competitive compensation packages.
- Complied with regulatory guidelines and requirements.
- Ensured regulatory compliance through diligent adherence to industry standards, guidelines, and company policies.
- Consulted customers to boost product sales and services.
- Resolved various issues impacting sales management and business operations.
- Monitored market trends to identify new business opportunities and capitalize on potential growth areas within the community or region served.
- Compiled database of loan applicants' credit histories, financial statements and other financial information.
- Developed strategic plans for day-to-day financial operations.
- Established internal audit procedures to validate and improve accuracy of financial reporting.
Assistant Manager
Repco Home Finance Ltd
Corporate Office, Chennai
09.2019 - 06.2021
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored branch operations of intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Handled sensitive situations diplomatically by mediating conflicts among staff members when needed.
- Developed strong relationships with clients by providing exceptional customer service and support.
- Streamlined office operations by implementing efficient systems and procedures.
- Created a positive work culture by organizing team-building activities and promoting open communication channels among employees.
- Implemented effective record-keeping practices to maintain accurate documentation of all relevant data.
- Maintained a professional work environment, enforcing company policies and addressing workplace issues promptly.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Executive
Repco Home Finance Ltd
Madurai Main Branch
09.2013 - 08.2019
- Collaborated with back-office team members to facilitate seamless business execution.
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Identified trends and assessed opportunities to improve processes and execution.
- Prepared annual data to determine metrics for operational performance.
- Managed sales, marketing and customer account operations efficiently.
- Handling Cash Collection & branch accounts management.
- Loan Documentation & supporting of branch disbursement target.
Trainee
Integrated Enterprises India (P) Ltd
Madurai.
05.2013 - 08.2013
- Shadowed senior team members to learn all related jobs and tasks.
- Participated in on-the-job training, working closely with supervisors and coworkers and asking appropriate questions.
- Attended training to build understanding of processes & techniques of customer service.
- Established lasting relationships with peers, leadership and customers using strong communication and interpersonal skills.
- Interacted with customers under supervision to support operational objectives.
- Handled day-to-day customer or client questions via telephone or email.
Education
M.Sc - Statistics With Computer Applications
Manonmaniam Sundaranar University
Tirunelveli04.2012
B.Sc - Information Technology
Subbalakshmi Lakshmipathi College of Science
Madurai04.2010
Skills
- Branch Operations Management
- Customer Service
- Customer Relationships
- Excellent time management skills
- Coaching and Mentoring
- Team Supervision
- Verbal/written communication
- Operations Management
- Decision-Making
- Cash Handling
- Team Player
- Sales management
- Staff Training
- Account Review
- Product Training
- Proficient in MS Office
- Work Prioritization
- Goals and performance
- Sales Planning
- Maintain Friendly environment
- Strategic Planning
- Cash handling expertise
- Public Speaking
- Loan Documentation
- Operational Reports
- Loan Collections
- Marketing
- Housing Loans
- Customer relationship development
- Know Your Customer
- Loan Processing
- Operational Reporting
- Cash Flow Management
- Home loan Credit
- Insurance selling
- Audit Complaince
Additional Information
Acheivements :
* Award winner in Business Disbursement, Recovery Collection & Insurance target.
Personal Information :
* DOB : 18/11/1989
* Age : 35
* Relationship. : Single
* Res Address : 99, Nagesh Illam, Valluvar North street, Jaihindpuram 2nd Main road, Madurai -625011.
Language Known :
* Tamil & English
Timeline
Branch Manager
Repco Home Finance Ltd
07.2021 - Current
Assistant Manager
Repco Home Finance Ltd
09.2019 - 06.2021
Executive
Repco Home Finance Ltd
09.2013 - 08.2019
Trainee
Integrated Enterprises India (P) Ltd
05.2013 - 08.2013
M.Sc - Statistics With Computer Applications
Manonmaniam Sundaranar University
B.Sc - Information Technology
Subbalakshmi Lakshmipathi College of Science