Divya Bhadoria
Gwalior
Summary
Dynamic banking professional with a proven track record at ICICI Bank, excelling in operations management and team leadership. Enhanced customer satisfaction through effective problem-solving and strategic planning, while implementing robust risk management procedures. Skilled in staff development and cross-functional teamwork, driving performance and compliance in a fast-paced environment.
Overview
9
9
years of professional experience
4033
4033
years of post-secondary education
1
1
Certification
Work History
Cluster Lead
ICICI bank
Guwahati
11.2025 - Current
- Led team in daily banking operations and customer service initiatives.
- Managed staff scheduling and ensured adequate coverage for all shifts.
- Trained new employees on banking procedures and compliance standards.
- Facilitated communication between departments to enhance service delivery.
- Conducted performance evaluations and provided constructive feedback to team members.
- Collaborated with senior management to develop strategies for achieving organizational goals.
- Coached employees on best practices for providing exceptional customer service experiences.
- Evaluated employee performance against key performance indicators.
- Utilized CRM software systems to track customer interactions and outcomes efficiently.
- Provided guidance and direction to team members in order to achieve organizational goals.
- Created reports tracking employee attendance, productivity, and quality assurance metrics.
- Organized weekly team meetings to ensure all tasks were completed accurately within established timeframes.
- Conducted regular one-on-one meetings with employees to discuss job expectations, goals, and career development opportunities.
- Resolved escalated customer complaints in a timely manner while maintaining high levels of customer satisfaction.
- Addressed and resolved customer complaints, maintaining high levels of customer service.
Manager
ICICI Bank
04.2022 - 04.2025
- Managed daily operations of branch activities, ensuring compliance with banking regulations and policies.
- Oversaw customer service initiatives, resolving complex inquiries to enhance client satisfaction and retention.
- Trained new staff on banking procedures and software systems, fostering a knowledgeable and efficient team environment.
- Monitored transaction processes to identify discrepancies and implement corrective measures in real-time.
- Coordinated with various departments to streamline communication and improve service delivery across the organization.
- Implemented risk management procedures that contributed to maintaining branch security and minimizing fraud incidents.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maximized performance by monitoring daily activities and mentoring team members.
Deputy Branch Manager
ICICI bank
Gwalior
12.2021 - 12.2022
- Managed daily operations to ensure compliance with banking regulations.
- Led a team of staff to enhance customer service and satisfaction.
- Coordinated training programs for new employees on bank products and services.
- Oversaw cash management processes, ensuring accuracy and security.
- Resolved customer complaints by implementing effective solutions promptly.
- Monitored compliance with banking regulations and internal policies and procedures.
- Conducted regular performance reviews with staff members to provide feedback and identify areas for improvement.
Relationship Manager
ICICI bank
Ahmedabad
04.2017 - 11.2020
- Developed strong client relationships through regular communication and personalized service.
- Collaborated with internal teams to design tailored financial solutions for clients.
- Managed client portfolios, ensuring alignment with their financial goals and needs.
Education
Post Graduate Diploma In Banking And Fianance - Banking And Finance
Manipal University
Ban GaloreBachelor Of Engineering - Electrical, Electronics And Communications Engineering
Rgpv
BhopalSkills
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Adaptability and flexibility
Team building
Computer skills
Problem-solving
Vendor management
Inventory management
Risk management
Safety procedures
Clear communication
Employee onboarding
Lead generation
Task delegation
Budget control
Complex Problem-solving
Sales management
Business planning
Staff training and development
Documentation and reporting
Cross-functional teamwork
Policy implementation
Relationship building
Staff management
Business administration
Customer relationship management (CRM)
Marketing
Business development
Financial management
Customer service
Workforce management
Staff development
Time management
Decision-making
Strategic planning
Operations management
Team leadership
Certifications
04-2017
Personal Information
Certification
Nism
IRDA
Languages
English
Upper Intermediate
B2
Hindi
Upper Intermediate
B2
Timeline
Cluster Lead
ICICI bank
11.2025 - Current
Manager
ICICI Bank
04.2022 - 04.2025
Deputy Branch Manager
ICICI bank
12.2021 - 12.2022
Relationship Manager
ICICI bank
04.2017 - 11.2020
Post Graduate Diploma In Banking And Fianance - Banking And Finance
Manipal University
Bachelor Of Engineering - Electrical, Electronics And Communications Engineering
Rgpv