Divyanshu Kumar

• Successfully managed more than 20 team members, aligning them for organizational goal.
• Spearheaded all aspects of retail operations encompasses budgeting, sales planning, P & L, operational efficiency, internal controls, customer service, customer retention, digital acquisition and lending, risk management, regulatory compliance (KYC & AML) & reporting.
• Liaise with cross-functional teams on proposals, negotiations, and deal closures.

Major Accomplishments :

• Achieved a success rate of more than 75% on SOP criteria with 80% of the team.
• Implemented effective control measures for all RCU and internal audits, ensuring zero operational loss.
• Net Promoter Score (NPS) - Customer voice highest in the region
• Enhanced liabilities by boosting deposits by 50% and assets book by a substantial 300%
• Attained Level IV profitability for the branch.
• Achieved the highest rating for Branch Head in the region during FY22-23.
• Won ‘DARE’ contest twice and earned spot in international training.

• Managed relationship management, reward and incentive programs, retention efforts, as well as continuous monitoring and feedback to optimize performance.
• Led a diverse team of 15+ members to provide comprehensive portfolio coverage and exceptional customer engagement in the banking industry.
• Streamlined and optimized the process for transferring customer portfolios to their respective segments.
• Coordinated cross functional team to ensure smooth functioning and successful deal closures.

Major Accomplishments:

• Drove significant improvement with more than 75% of team members meeting SOP criteria for both FY.
• Successfully increased customer portfolio upgrades by 8% in FY 18-19
• Surpassed benchmark for FY 17-18 by increasing product holding on mapped portfolio.
• Set a new benchmark for unsecured digital loan disbursals across India in FY 18-19.

• Spearheaded value proposition initiatives to increase customer reliance on digital banking products (digital account opening & digital lending by capitalizing on the unique and comprehensive capabilities of the bank
• Enhanced business channels by providing customer personas based on comprehensive tracking of customer lifestyle, transaction patterns, and predictive behavior. Leveraged data analytics, market trends, and sentiment analysis to create MIS reports for targeted campaigns with personalized offerings.
• Ensured seamless coordination between cross-functional teams in order to bring projects to completion.
• Secured Pan India top ranking in YTD Health Score (Product/service holding)
• Made significant contributions in driving digital adoption across the region through various campaigns.

• Managed and oversaw the operational activities of the entire branch.
• Performed RCU audits to assess operational efficiency and conducted thorough investigations into customer complaints for effective resolution.
• Led a team of 8 members, overseeing job assignments and providing training on the latest processes to ensure smooth functioning with adherence to compliance standards
• Maintained a track record of excellence with 5-star RCU audits, ensuring well-controlled audit ratings and zero financial losses.
• Achieved an award for effective fraud prevention measures resulting in a significant cost reduction of Rs.1.7cr.
• Achieved highest NPS at transaction level in the Region.

• Oversee a gamut of branch operation i.e
• Cash, remittances, lockers
• Rendered efficient service, increased first pass, and resolved complaints
• Identify, pursue, and close cross-sell a broad range of financial products
• Responsible for timely and error free execution of branch transactions.

• Executed merger plan for BIB branches in synchronization with Kotak Bank.
• Coordinated with all parties involved to arrange necessary training sessions for BIB employees while addressing any potential problems.