Divya Raja
Banking Professional And Service Quality Member
Mumbai
Summary
PROFILE SUMMARY Professional with a rich experience of nearly 9 years in managing flawless execution of General Banking Operations, Customer Service & Process Improvement Strong exposure in addressing fraud complaints Ramped up the client satisfaction score through regularly interacting with clients and ensuring that queries and escalations were addressed on time.
Ensured adherence to service standards of the bank and regulatory compliance as laid down by the RBI and other regulatory authorities
Self-starter, energetic, flexible individual with a clear thought process; excellent communication, relationship management, interpersonal, negotiation, analytical, problem solving & organizational skills.
High-energy, focussed and dynamic professional, targeting challenging assignments in Service Quality / Customer Service Management. Collaborative leader with dedication to partner with coworkers to promote engaged, empowering work culture.
Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Versatile Senior Manager specializing in service assurance and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company.
Encouraging team and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Multi-tasking Manager well-known for creating positive workplace culture and high-performing teams.
Overview
13
13
years of professional experience
Work History
Senior Manager
Kotak Mahindra Bank
Mumbai
04.2022 - Current
- Conducted quality control reviews on complaint data and addressed results with colleagues to influence positive change.
- Tracked, monitored and worked with stakeholders to address issues identified through root cause analysis.
- Analyzed complaint data to identify root causes, trends, issues and regulatory concerns.
- Worked with stakeholders to help create and revise customer complaint monitoring, manage training and enforce policies and procedures.
- Assisted with complaint gap analyses and risk assessments.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Met customer call guidelines for service levels, handle time and productivity.
- Cross-trained and backed up other customer service managers.
- Investigated and resolved accounting, service and delivery concerns.
- Trained staff on operating procedures and company services.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Manager - Service Quality
Kotak Mahindra Bank
Mumbai
06.2017 - Current
- Key Result Areas:
- Acting as SPOC for complaints / escalations and managing the complete cycle right from initiation to closure
- Gathering & accumulating cases for resolution and undertaking clear audit trial
- Authorizing payments post thorough calculation
- Assessing customer complaints to ensure complete adherence to regulatory policies, internal standards and identifying exceptions to escalate to relevant authority
- Documenting complaints and creating relevant reports for senior management
- Preparing monthly business review & presentation
- Reviewing senior management complaints and providing resolution with 24 hours
- Delivering service with requisite courtesy and accuracy; ensuring nil defects (100% adherence to product and process)
- Supporting the OJT batch by helping new joinees in understanding complaint, correct initiation, marking correct stake holders to get quick response, drafting of RBI complaint response, studying various RCU reports and transaction monitoring on fraud complaints
Deputy
Kotak Mahindra Bank
Mumbai
06.2017 - 03.2020
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Achieved goals for sale of bank products and services and exceeded performance metrics for customer service.
- Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
- Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
- Created and maintained databases to track customer discussions and preferences for accurate, updated records.
- Analyzed customer data to identify areas of improvement and maximize customer satisfaction.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Managed accounts to retain existing relationships and grow share of business.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Assistant Manager – Service Relationship Manager
HDFC Bank
Mumbai
05.2015 - 06.2017
- Key Result Areas:
- Managed customer base of unmapped RM as part of the role
- Monitored database of High Net Worth Individual (HNI) customers; ensured adherence to service standards of the bank and compliance as laid down by the RBI and other regulatory authorities; discussed financial requirements and rendered sustained advisory services to personal and business clients
- Arranged meetings with potential customers through cold calling for new business opportunities & resolving escalations
- Drove business of Wealth Management, Investment & Insurance Services (Life, General
- Insurance, Mutual Funds and Trading Accounts)
- Identified opportunities by cementing relationships with existing clients to cross-sell Third
- Party products (TPP) such as SIP , Lump sum Investment in MF , General / Life Insurance,
- Credit Card loans , Card / Account Upgrade
- Promoted core banking products to New to Bank (NTB) customers for the opening of new
- Savings & Current Accounts, FD’s, Lockers, so on
- Prepared sales MIS & team roaster, division of customer data to the team for every month
Junior Officer
ADFC PVT LRD
Mumbai
07.2013 - 05.2015
- Worked effectively in fast-paced environments.
- Resolved problems, improved operations and provided exceptional service.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Logged call information and solutions provided into internal database.
- Resolved concerns with products or services to help with retention and drive sales.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted call-in customers with questions and orders.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Communicated with clients regarding account services, statements, and balances.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Cross-trained and provided backup support for organizational leadership.
Education
B.Com - Financial Markets
N.L College of Commerce
Standard XII - undefined
N.L College
Standard X - undefined
Mumbai University, St. Lawrence
High School
Skills
CORE COMPETENCIESundefined
Timeline
Senior Manager
Kotak Mahindra Bank
04.2022 - Current
Deputy
Kotak Mahindra Bank
06.2017 - 03.2020
Manager - Service Quality
Kotak Mahindra Bank
06.2017 - Current
Assistant Manager – Service Relationship Manager
HDFC Bank
05.2015 - 06.2017
Junior Officer
ADFC PVT LRD
07.2013 - 05.2015
B.Com - Financial Markets
N.L College of Commerce
Standard XII - undefined
N.L College
Standard X - undefined
Mumbai University, St. Lawrence
High School
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