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DENNIS K J
Deputy Manager
Bengaluru,TG
Summary
Dynamic professional with extensive experience, excelling in performance improvements and process optimization. Proven track record in task delegation and enhancing customer satisfaction through innovative strategies. Proficient in Treasury trading systems and adept at stakeholder management, driving significant operational efficiencies.
Overview
23
years of professional experience
2
Certifications
6
Languages
Work History
HDFC Bank Ltd
Dy Manager-Debt Management-Credit Card Collections
12.2020 - 11.2025
Job overview
- Improved team efficiency by streamlining processes and implementing innovative management strategies.
- Identified areas for improvement within the department, implementing strategic initiatives to address gaps in performance or resources.
- Collaborated with cross-functional teams to drive business growth and achieve corporate objectives.
- Increased customer satisfaction levels by developing targeted strategies to address client concerns effectively.
- Allocate and achieve targets from team members, and field collections.
- Trace out the default customers through tracing portals.
- Maintaining data for administrative work related to collections and recoveries.
- Providing and maintaining the MIS report and reviewing the collection feedback on a daily, weekly, and monthly basis.
- Coordinating with the Bucket Manager and ensuring the targets given by them are achieved in the given span of time.
- Handling agency team leaders and field executives, ensuring DRA, PVA, PVR, ID card renewal, and the creation of new ID cards dedupe is being created.
- To ensure process lapse is not done by Agency by conducting timely audits to make sure necessary documents are kept and process is followed religiously
- Monitoring Field executives by reviewing of each account & tracking the Delinquent customer details in all possible ways using CIBIL, UCIC base, Asset Mapping & Flexcube.
- Educate the customer about the CIBIL concept and make them pay the required amount and ensuring customers don't come into delinquency report repeatedly.
- Taking every day PTP stock and monitoring each account, maintaining daily basis MIS and report to higher authorities
HSBC Bank
Analyst- Hong Kong Rates
11.2007 - 08.2019
Job overview
- Perform various day to day pricing task, variance analysis and provide automated reports to Treasury Finance Department.
- Co-ordinate with multiple business for overall process optimization & procedure standardization
- Implement adequate control measures to maximize efficiency for betterment of process
- Effective management of stakeholder relationships at all levels of the business (both internally & with third party suppliers)
- Product and process training to the new joiners and ensure timely completion
- Successfully completed various BCP tasks during contingency situations
- Responsible for smooth functioning of APAC within the prescribed SLA and PLA.
- Key partner in the Business Process Optimization (BPO)
- Identify opportunities to improve the existing process, recommended solution and ensured the smooth implementation process
- Rich knowledge in Treasury trading system (TREATS), Global Calypso, Summit, Bloomberg and Reuters.
- Track all incidents and issues, perform root cause analysis and implement mitigation plan to avert them in future.
- To liaise with vendors like Bloomberg, Reuters in case of discrepancy in the rate
BHARTI AIRTEL SERVICES LTD-KARNATAKA CIRCLE
CMS-COORDINATOR
06.2005 - 08.2007
Job overview
- Identifying the Process
- Cross –Functional Activities
- Discussing with the Functional Heads for Process Standardization
- Resolve the Customer Issue within TAT as per company norms
- Coordinating with all relevant department to close customer issue
- SPOC for Showroom executives to achieve group goal towards customer satisfaction
- Handling customer cum internal-customer correspondence
- Chasing resolution and control ageing pendency
BHARTI AIRTEL SERVICES LTD -KARNATAKA CIRCLE
Customer Service Representative-Closure Team
08.2004 - 06.2005
Job overview
- Closure of customer complaints/requests within specified TAT
- Indicating the resolution owners about the necessary details to be included in the resolution comments where necessary
- Re-raise the issue in case of customer dissatisfaction
SPANCO TELESYSTEMS & SOLUTIONS LTD
Customer Service Representative
05.2003 - 07.2004
Job overview
- Handling customer calls with regard to their queries and ensure customer satisfaction.
- Handling escalations incase of irate customers.
- Ensure follow-up of repeat complaints and resolve effectively
Education
St. Joseph's Evening CollegeBengaluru, India
Bachelor of Commerce from Commerce
04.2001
Skills
Performance improvements
Cost analysis and savings
Task delegation
Process and procedure development
FX
MM product & Bond pricing
MS-Office
Internet applications
Treasury trading system (TREATS)
Global Calypso
Summit
Bloomberg
Reuters
Accomplishments
- Selected for the Re-Migration Training held in Kuala Lumpur, Malaysia for a span of 3 months and successfully imparted the process as per the plan.
- Was identified as SPOC for the automations done by BPR Team (Macros & Others automations)
- Contributed to the overall team achievement and won MFG Award for Q2 2008 & recognized as the section coach/trainer for the new joiners.
- As an identified critical staff, was chosen to travel to Sri Lanka to perform BAU due to riots in Bangalore
Certification
Financial basic training
Interests
Timeline
Dy Manager-Debt Management-Credit Card Collections
HDFC Bank Ltd
12.2020 - 11.2025
Analyst- Hong Kong Rates
HSBC Bank
11.2007 - 08.2019
CMS-COORDINATOR
BHARTI AIRTEL SERVICES LTD-KARNATAKA CIRCLE
06.2005 - 08.2007
Customer Service Representative-Closure Team
BHARTI AIRTEL SERVICES LTD -KARNATAKA CIRCLE
08.2004 - 06.2005
Customer Service Representative
SPANCO TELESYSTEMS & SOLUTIONS LTD
05.2003 - 07.2004
St. Joseph's Evening College
Bachelor of Commerce from Commerce
04.2001