Gurpreet Singh Pable

Manager – Affluent Banking / Virtual Relationship Manager (VRM)
November 2023 – Present

• Moved to Affluent Banking department as a Manager, responsible for onboarding and servicing high-net-worth clients by offering tailored financial solutions.
• In August 2024, transitioned to the Virtual Relationship Manager (VRM) role following the bank’s restructuring of the Affluent Banking vertical.
• Currently manage Burgundy clients in the VRM role, delivering end-to-end relationship management and financial advisory services.
• Key responsibilities include proactive client engagement through calls and digital platforms, addressing financial needs, cross-selling investment and insurance products, and ensuring client retention and satisfaction.

• Advised customers on bank products, services, and financial planning options.
• Ensuring coaching and handholding on the product/process for team members.
• Tracking and publishing MIS on a daily basis on key performance parameters.
• Helping the team achieve daily sales targets by constantly tracking and monitoring.
• Leading the team of 21 officers and looking after daily BAU tracking KPIs to ensure a smooth flow of banking business.
• Implemented training processes for newly hired employees, and supervised department managers, shift leads, and production personnel.

• Managed customer conflicts and challenging situations by staying calm and accessing internal knowledge bases to develop strategic solutions.
• Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
• Consulted with customers regarding their needs, and addressed their concerns.
• Warmly greeted customers by employing positive telephone etiquette, and asking well-rounded questions to identify issues.
• Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

• Served as an Executive Officer in the Credit Card Department, responsible for managing customer relationships, and addressing credit card-related queries, disputes, and service requests.
• Played a key role in promoting card usage and loyalty through effective communication and product awareness.
• Ensured compliance with internal policies and regulatory guidelines while resolving issues efficiently, and maintaining high customer satisfaction.
• Contributed to achieving departmental targets by supporting acquisition campaigns, and identifying opportunities for cross-selling financial products.

• Handled international airline ticket bookings for EasyJet customers as part of a voice-based BPO process.
• Provided end-to-end assistance with reservations, cancellations, schedule changes, and travel-related inquiries.
• Delivered high-quality customer service, maintaining accuracy, efficiency, and adherence to performance SLAs.
• Contributed to process improvement through feedback and training sessions.

• Retained customers by addressing service issues and offering personalized solutions for mobile broadband users.
• Negotiated with customers to find fair resolutions, balancing company policy and client satisfaction.
• Developed retention strategies based on feedback and customer behavior analysis.
• Explained new products and services to enhance customer value, and reduce churn.
• Resolved billing and service-related concerns through adjustments, refunds, and proactive follow-up.

• Managed a specific business development project, identifying target clients, and key service opportunities.
• Created growth strategies by analyzing client needs and aligning service offerings accordingly.
• Delivered impactful presentations to industry professionals, showcasing service value, and enhancing company visibility.

• Developed and implemented new sales strategies to update product lines.
• Prepared sales production reports for senior management.
• Conducted regular employee performance evaluations to offer constructive feedback and solutions to propel improvements and growth.
• Motivated team members to consistently achieve or exceed performance expectations.
• Analyzed and measured employee performance, taking appropriate disciplinary action or recognition based on work performance.

• Delivered excellent customer service by handling queries, complaints, and upselling products.
• Provided on-floor support for new joiners during the launch pad phase.
• Consistently met or exceeded monthly performance targets.
• Handled high volumes of inbound and outbound calls, identified customer needs, and provided customized solutions to ensure retention and satisfaction.

• Responded to inquiries and explained insurance and investment product features to prospective clients.
• Conducted a financial needs analysis and recommended suitable policy options.
• Exceeded monthly sales targets for new policies, and consistently upsold additional services.
• Provided policyholders with detailed explanations of coverage options, addressing all concerns.