Farha Shaikh
Senior Manager In Bank
Thane,Maharashtra
Summary
Customer-focused professional with successful 13+ years career in Banking sector. Versatile Senior Manager specializing in virtual Relationship management, customer services 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. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
5
5
Languages
Work History
Senior Manager -Sales Team Lead
IDFC First Bank
Thane
09.2022 - Current
- Responsible for quality recruitment, sales planning, monitoring and reviewing performance of Relationship Manager's performance, mentored individuals for effective tele calling to achieve the defined goals.
- Provided strong leadership to enhance team productivity and morale.
- Held weekly/monthly meetings to create business plans and workshops to drive successful business.
- Brainstormed and developed sales strategies to achieve short and long term sales revenue objectives.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Recommended and implemented successful strategies to maximize revenue.
- Evaluated the performance of Relationship Managers and ensuring generation of leads for achieving CASA balance target of the Bank, and aggregate cross sell points target.
- Conducted analysis on client portfolio, providing insights and ensuring data accuracy, managing time to meet the deadlines and effective time management techniques.
- Acting as an escalation gate, addressing and resolving client queries/complaints pertaining to banking products, which resulted in customer satisfaction matrices.
- Managed the team of Virtual Relationship Managers across 10000-12000 customers with focus on portfolio and revenue growth.
- Employed a business revenue generation approach to target existing clients through cross sell and upsell.
- Focused on product penetration across team members ( FX, Trade, Asset referrals, Bancassurance, demat, mutual funds)
- Worked with product governance team to effectively conduct clean up exercises on the portfolios.
- Ensured adherence to banking regulations and organisational guidelines relating to customer acceptance, data protection, money laundering and KYC across all team members.
- Ensured complete and comprehensive KYC of accounts on boarded.
- Ensured adherence to risk frame work.
Unit Manager
ICICI Bank
Thane
08.2018 - 09.2022
- Assisted in development and implementation of policies, procedures, and regulations for unit operations.
- Was an active member of recruitment process.
- Managed a team of Deputy Managers who were managing the portfolio of High Networth Clients.
- Accomplished revenue objectives of all products as per business plan.
- Enhanced transactions on liability book by serving all queries raised by the clients.
- Ensured maximum activation of all inactive accounts by effectively conducting customer risk assessment and servicing and servicing needs of the customers.
- Was heading Train the trainer program for soft skills.
- Met and exceeded monthly target objectives cross sell the bank products and focused on maximizing the profit generated through selling bank products, treasury and insurance etc.
- Ensured penetration in the market through focus on new to bank acquisition as well as soliciting existing clientele.
- To actively participate in learning, developement and training programmes of the bank in order to be effective sales personnel.
- Ensured strict adherence to all KYC, compliance, policies and other processes as stipulated
- Enhanced customer satisfaction by providing quality services by responding to customer request on timely manner & reducing the turnaround time in processing the business requirements.
- Promoted sharing of the best practices within the team and supported the identified training requirements for self and team.
- Performed regular performance reviews of all staff and provided constructive feedback on learning and development needs, whilst managing under performers.
- Mentored/coached peers and subordinates as needed.
Assistant Manager
ICICI BANK
Thane
01.2012 - 08.2018
- Handled NRI and HNI clients in placing orders, resolving thier queries pertaining to Demat and Trading account of ICICI Direct.
- Accomplished service plus targets after resolving customer queries.
- Outstanding performer in NPS ( Net promoter score)
- Taken training batches for jew joiners.
- Co ordinated with the back end teams, products managers and other stake holders for timely resolution of customers complains.
HR Recruiter
Coppergate Consultancy
Mumbai
03.2008 - 09.2010
- Verified applicant references and employment details.
- Evaluated strengths and weaknesses of candidates through effective screening processes.
- Developed recruiting strategies to identify qualified candidates and build network.
- Placed advertisements, evaluated applicant credentials, conducted initial interviews and pre-screening assessments.
- Collaborated with hiring managers to understand job requirements and expectations.
- Emphasized job benefits and perks to applicants to improve organization's attractiveness.
- Collaborated with internal teams to continuously improve recruitment processes and execute as efficiently as possible.
- Consulted businesses on successful recruiting and retention practices to help minimize turnover.
- Conducted reference checks, background screening and other pre-employment checks to verify information on applicant's resume.
- Developed and maintained relationships with external recruiters to obtain referrals to qualified candidates.
- Studied job descriptions and qualifications to determine applicant requirements.
- Assisted with onboarding and orientation of new hires to expedite acclimatization process.
- Built strong relationships with internal and external candidates to ensure an excellent hiring experience.
- Coordinated schedules to arrange management interviews with applicants.
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
Education
Post Graduate Certificate In Business Management - Business Management
NMIMS School of Business Management
Mumbai 08.2018 - 07.2019
Bachelor Of Commerce - Commerce
SK Somaiya College of Art Science And Commerce
Mumbai 03.2004 - 03.2007
Skills
Strategic planning
Business Development
Negotiation
Business planning
Leadership and Team management
Customer service with compliance
Organisation and time management
Effective communication & Interpersonal skills
Problem solving
Client relationship management
Performance Management
CASA , cross selling & upselling
Emotional Intelligence
Accomplishments
- Resolved product issue through consumer testing.
- Collaborated with team of training and development in the development of Train the Trainer program.
- Supervised team of more than 30 staff members.
- Achieved the customer first award presented by MD & CEO of ICICI Bank in 2013 in recognition of excellence in handling clients compliments and resolving customer queries, leading to heightened client satisfaction.
- Received the best idea awards consecutively from 2013 to 2016 for pioneering new ideas in product and process enhancement.
- Earned the idea expo award in 2015 for delivering the best presentation.
- Presented with best in NPS award in 2017 for scoring highest yearly scores on Net promoter scores for delivering outstanding customer services.
- Recognised for outstanding contribution in general insurance business in Feb'21, Mar'21,Aug'21 and Feb'22
- Honoured with Exemplary performance award in the Life Insurance business for the month of December 2022
- Awarded with the game changer trophy in Dec' 22 for highest credit cards sales.
- Exemplary performance awarded for highest credit card sales in Feb' 23
- Attained the position of the monthly winner in the PAN India credit card contest month on month
Certification
NISM SERIES VA: Mutual fund distribution certificate
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
IRDA IC38 Certificate Exam of corporate Agents(SP Composite)
11-2023
Senior Manager -Sales Team Lead
IDFC First Bank
09.2022 - Current
NISM SERIES VA: Mutual fund distribution certificate
05-2022
Unit Manager
ICICI Bank
08.2018 - 09.2022
Post Graduate Certificate In Business Management - Business Management
NMIMS School of Business Management
08.2018 - 07.2019
Assistant Manager
ICICI BANK
01.2012 - 08.2018
HR Recruiter
Coppergate Consultancy
03.2008 - 09.2010
Bachelor Of Commerce - Commerce
SK Somaiya College of Art Science And Commerce
03.2004 - 03.2007