HIMANSHI

- Responsible for promoting the INDIE digital banking platform to customers assigned to the team portfolio, and ensuring that they adopt and actively use the app.

- Provide customers with a one-stop solution for all their banking needs by offering clear guidance, resolving functional challenges, and connecting them to relevant banking products and services.

- Work closely on enhancing the digital banking experience by analyzing customer needs, improving feature awareness, and driving higher customer engagement, and retention on the INDIE app.

- Lead and manage a team of 15–20 Digital Relationship Managers (DRMs) who engage with customers through outbound and inbound calls to build strong banking relationships.

- Ensure the team assists customers in navigating digital platforms, resolving app-related challenges, and recommending suitable banking products based on customer requirements.

- Drive upselling and cross-selling of bank products by enabling DRMs to act as trusted advisors, promoting relevant loans, deposits, cards, and digital solutions.

- Set and monitor team performance goals for both sales and customer service quality, ensuring high productivity, and accurate adherence to process guidelines.

- Provide ongoing coaching, performance feedback, and mentoring to DRMs to help them achieve individual KPIs, and maintain a positive customer-first approach.

- Enhance customer experience by offering personalized solutions, improving issue resolution turnaround time, and ensuring seamless digital journeys.

- Achieve sales and engagement targets by leveraging INDIE platform capabilities, and optimizing team strategies based on customer feedback and market trends.

- Continuously evaluate platform performance, share feedback with product teams, and strategize improvements to strengthen the overall digital banking ecosystem.

- Managed a high-performing team of inside sales representatives and operations executives.

- Oversaw the entire sales cycle—from presentations, commercial negotiations, and merchant onboarding.

- Served as the key liaison for both internal and external stakeholders, ensuring smooth coordination and execution.

- Tracked the performance of the Sales and Operations teams separately.

- Drove sales targets and ensured consistent achievement.

- Led partnership alliances and maintained continuous engagement with lending partners for product enhancement and business growth.

- Was promoted to Team Lead through the company’s Internal Job Posting (IJP) program, based on consistent performance and strong product understanding.
- Led a team of 15 Relationship Managers (RMs), ensuring that they met individual and team sales targets.
- Was responsible for team performance management, including daily monitoring of targets vs. achievements, productivity, and quality metrics.
- Conducted regular coaching, mentoring, and skill enhancement sessions to improve team capabilities and sales effectiveness.
- Managed team shrinkage, attendance, and attrition control through strong engagement and support.
- Provided timely performance reports, variance analysis, and MIS updates to leadership.
- Worked closely with underperforming RMs to help them achieve their weekly/monthly KPIs by giving targeted guidance.
- Explained performance gaps and variance reports to team members, and helped them improve with actionable insights.
- Successfully trained and developed an RM who later got promoted to Team Leader, contributing to internal talent development within one year of my own promotion.

- Reached out to leads through both manual calling and dialer systems to understand their business profile and loan requirements.
- Proactively profiled customers, probed business details, assessed eligibility, and pitched suitable business loan products.
- Collected complete customer documentation, including personal and business KYC, business photographs, turnover details, and uploaded cases through Indifi’s internal employee portal.
- Coordinated with the credit team for case review, and addressed any additional documentation or queries.
- Presented the underwriting-approved loan offer to customers, negotiated terms (loan amount, tenure, ROI), and secured customer acceptance.
- Handled post-sanction processes such as loan agreement signing, e-mandate setup, and verification initiation.
- Worked closely with the verification and disbursal teams to ensure smooth and timely loan disbursement.
- Maintained strong customer engagement throughout the process to ensure case retention and successful loan disbursement.

- Worked on a progressive dialer system to contact qualified leads provided by PolicyBazaar.
- Understood customer needs and financial capacity to compare term insurance plans using PolicyBazaar’s internal web portal.
- Entered customer details to generate multi-insurer policy comparisons, and recommended the most suitable coverage options.
- Built customer interest by explaining policy benefits, premiums, and claim procedures in simple terms.
- Collected all required information, shared secure payment links, and assisted customers in completing payments online.
- Completed post-payment processes, including online proposal form filling, verification, and coordination for policy issuance.