Gulshan Khanna
Branch and Retail Banking
Ghaziabad
Summary
Dynamic branch management professional emphasizing team collaboration and results-driven performance. Demonstrated expertise in leading teams, streamlining operations, and adapting to evolving organizational needs to ensure optimal efficiency and effectiveness. Proficient in financial oversight, staff development, and cultivating robust customer relationships, all essential for driving organizational success. A reliable and versatile leader committed to fostering a culture of excellence and achieving strategic objectives.
Overview
21
21
years of professional experience
1
1
Language
Work History
Branch Head Manager
Bandhan Bank Ltd
04.2023 - Current
- Forecasted future branch performance by analyzing historical data and industry trends, allowing the organization to make strategic decisions based on accurate projections.
- Contributed to the development of new products and services tailored specifically for the unique needs of the branch''s clientele, resulting in a more diverse and competitive offering portfolio.
- Oversaw all aspects of risk management, ensuring that the branch maintained compliance with company policies and industry regulations at all times.
- Enhanced branch efficiency by streamlining operational processes and implementing innovative management strategies.
- Maintained open lines of communication with senior executives regarding branch performance metrics while proactively suggesting strategies for continuous improvement.
- Coordinated efforts between various departments within the branch to streamline workflows and ensure seamless operations daily.
Branch Operations Head
Axis Bank Ltd
07.2020 - 03.2023
- Managed daily branch operations for optimal productivity and customer satisfaction.
- Supervised a team of employees, fostering a positive work environment and emphasizing professional growth.
- Contributed to ongoing process improvements that led to increased efficiency across various aspects of branch operations.
- Performed monthly compliance checks.
- Monitored financial transactions to detect any suspicious activity or potential fraud.
- Developed strong relationships with clients, resulting in increased loyalty and repeat business.
- Improved branch efficiency by streamlining operations and implementing new processes.
- Conducted regular performance evaluations for staff members, identifying areas for improvement and opportunities for advancement.
- Increased client and supplier satisfaction by solving complex issues with efficient resolutions.
- Established best practices for resolving client issues quickly while maintaining high standards of professionalism.
- Overhauled outdated operational procedures to increase branch effectiveness and reduce errors.
- Maintained compliance with industry regulations, minimizing risk exposure for the company through diligent oversight of operations.
Internal Auditor
Kotak Mahindra Bank Ltd
05.2018 - 07.2020
- Produced audit reports. Documented recommendations to improve internal controls. Identified and reported audit issues. Performed internal audits of financial and departmental operations, developing risk assessments and conducting process walkthroughs for compliance with documented processes. Participated in special projects as requested by senior leadership, providing subject matter expertise on internal controls and risk management practices. Provided valuable insights to management by presenting clear and concise audit findings, contributing to informed decision-making processes. Prepared and distributed risk and audit reports to appropriate personnel. Enhanced internal control systems by conducting thorough risk assessments and implementing effective audit recommendations. Assisted in the development of company policies and procedures, promoting a strong internal control environment. Maintained up-to-date knowledge of industry trends and emerging risks, ensuring relevance in audit approach and methodology.
Branch Operations Manager
Kotak Mahindra Bank Ltd
03.2011 - 04.2018
- Trained employees on proper procedures and strategies to improve productivity.
- Enhanced customer experience by providing exceptional service and addressing concerns promptly.
- Organized staff schedules to ensure adequate coverage during peak business hours while maintaining employee satisfaction.
- Collaborated with senior management to create strategic plans for future branch growth and expansion.
- Maintained friendly and professional customer interactions.
- Streamlined communication between departments, improving collaboration efforts within the company as well as problem resolution times.
- Coordinated special events at the branch location which resulted in increased foot traffic.
- Assisted in the recruitment process, selecting top talent to join the team and contribute to the success of the organization.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Improved overall financial reporting by streamlining control processes and reporting structures.
Service Delivery Officer
Kotak Mahindra Bank Ltd
01.2008 - 02.2011
- Reduced resolution times by promptly addressing and resolving escalated customer issues.
- Enhanced customer satisfaction with timely and accurate responses to inquiries and concerns.
- Coordinated cross-functional teams to deliver comprehensive solutions for clients'' unique needs.
- Mentored junior team members, providing guidance on best practices in service delivery management.
- Fostered a positive work environment that encouraged teamwork while also promoting individual growth opportunities within the company.
- Managed multiple client accounts simultaneously, prioritizing tasks effectively to meet strict deadlines without compromising quality of service delivered.
- Developed training materials for new hires or refresher courses for experienced staff members focused on delivering top-notch customer service experiences every time.
Personal Banker Officer
HDFC Bank Ltd
07.2007 - 12.2007
- Built strong relationships with clients, resulting in increased loyalty and retention rates.
- Provided exceptional problem-solving skills when faced with challenging account inquiries from both internal partners and external customers.
- Led training sessions for new hires, ensuring a thorough understanding of bank procedures and excellent customer service skills.
- Handled cash transactions accurately, maintaining proper security measures to prevent theft or fraud incidents.
- Collaborated with team members to achieve branch targets while maintaining high levels of customer service.
- Utilized CRM software efficiently to track client interactions and identify sales opportunities within the existing client base.
Officer
ICICI Bank Ltd
01.2005 - 06.2007
- Increased customer satisfaction by providing timely and accurate banking services.
- Resolved complex customer issues efficiently, ensuring a positive experience for all parties involved.
- Assisted clients with various banking needs including account openings, loan applications, and financial planning advice.
- Maintained strict adherence to regulatory guidelines, minimizing compliance risks for the bank.
- Identified customers with additional profit potential and designed action plans to expand relationships.
- Handled large transaction volumes accurately, maintaining high levels of operational excellence within the branch.
- Worked closely with colleagues in other departments to ensure seamless delivery of integrated financial solutions for customers.
- Consistently exceeded sales targets by identifying potential sales opportunities and cultivating strong client relationships.
- Identified opportunities for process improvement, implementing changes that led to increased productivity and cost savings.
Commercial Trainee Operations and Estimation
Thompson Press (India) Ltd.
08.2004 - 01.2005
- Supported business development efforts through active participation in industry events and networking opportunities.
- Handled complex negotiations involving multiple stakeholders expertly which led to mutually beneficial agreements.
- Conducted market research to identify industry trends and opportunities for business growth.
- Provided valuable insights into competitor activities, assisting the company in maintaining a competitive edge within the market.
Education
Bachelor of Accounting - Commerce
Dyal Singh College
New Delhi 04.2001 -
Intermediate - Commerce
Ingraham Institute
Ghaziabad 04.2001 -
High School - All Subject
Ingraham Institute
Ghaziabad 04.2001 -
Skills
Operational efficiency management
Sales performance optimization
Team skill enhancement
Risk management and compliance
Branch operations oversight
Customer engagement
Performance reporting and evaluation
Effective sales strategy development
Client engagement skills
Reliable and diligent approach to work
Enhancing customer engagement
Proficient in meeting deadlines
Financial services expertise
Supervisory skills
Effective stakeholder engagement
Competitive market evaluation
Accomplishments
- Attained Perfect score on MTD basis in Service Quality Score card on MTD and ranked #1 pan India.
- Worked in JMD Gurgaon branch for six months (Dec 2012 to June 2013) to get the processes and audit correct and attained Adequately Controlled audit rating in the process visit and in internal audit.
- Attained Adequately Controlled audit rating twice for the Noida sec 18 branch in Internal Audit.
- Attained Well Controlled audit rating for Noida sec 18 branch in the Process visit by risk control unit team.
- Attained Well Controlled Audit Rating for The Defence Colony and New Friends Colony Branch.
- Won the contests at branch of Life Insurance and Employee of the month.
Timeline
Branch Head Manager
Bandhan Bank Ltd
04.2023 - Current
Branch Operations Head
Axis Bank Ltd
07.2020 - 03.2023
Internal Auditor
Kotak Mahindra Bank Ltd
05.2018 - 07.2020
Branch Operations Manager
Kotak Mahindra Bank Ltd
03.2011 - 04.2018
Service Delivery Officer
Kotak Mahindra Bank Ltd
01.2008 - 02.2011
Personal Banker Officer
HDFC Bank Ltd
07.2007 - 12.2007
Officer
ICICI Bank Ltd
01.2005 - 06.2007
Commercial Trainee Operations and Estimation
Thompson Press (India) Ltd.
08.2004 - 01.2005
Bachelor of Accounting - Commerce
Dyal Singh College
04.2001 -
Intermediate - Commerce
Ingraham Institute
04.2001 -
High School - All Subject
Ingraham Institute
04.2001 -