IRFAN PANJWANI

Customer Relationship Management

• Worked with the mantra of CUSTOMER FIRST always.
• Developed and implemented strategies to improve customer service.
• Resolved conflicts promptly to promote positive environment for customers.
• Interacted well and regularly met customer to build connections and nurture relationships.
• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Handled and build relationship with customers of all segments viz Large Corporate, SME & Retail.

Banking Operations:

• ­Overseeing the entire gamut of banking / bank operations spanning corporate finance, inland & foreign bill discounting, LCBD and retail trade finance and liability products etc, inland and foreign letter of credit, Buyers credit , Bank guarantees .
• ­Interfacing extensively with administrative and development authorities' viz. RBI for smooth functioning ensuring compliance with statutory/ regulatory requirements laid under different acts governing banking regulations.
• Enforced compliance with RBI regulations, FEMA and company standards.

Business:

• ­Setting up and spearheaded complete operations with key focus on bottom line profitability by ensuring optimal utilization of available resources.
• Negotiated contracts and agreements to optimize cost savings and efficiency.
• Negotiated price and service with customers and vendors to decrease expenses and increase profit.
• Assisted in recruiting, hiring and training of team members.
• Supervised various locations, enforcing high-quality standards of operation.

Team Development:

• Conducted training sessions to educate employees on best practices and procedures to increase profitability.
• Transformed underperforming teams into productive, profitable teams.
• Devised and executed training plans for new and existing staff to support competency and compliance.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.

KEY HIGHLIGHTS:

• Achieved highest performance rating from 2017 till 2023.
• Reaching the Area Manger position from Deputy Manager in span of 6 years. Started with individual team member and now handling a team of more than 70 members including direct and indirect reportee's.
• Solely represented Pan India CSM team (more than 400 members) for introduction and testing of new introduced software (MISYS) for trade finance operations. (2017-2019)
• Played pivotal role in successful launch of the software by ensuring sufficient training to all team members and colleagues across Pan India.
• Preparing step by step user guide to enable any team member to self learn and input transaction in the new system.
• Solely handled senior management escalation desk during launch of new software for entire Trade Finance Operations. (CSM & TPC inclusive)
• Responsible for decentralizing Inward processing at front desk for Mumbai locations.
• Responsible for opening of new CSM locations year on year.
• Ensured minimum attrition within the team by creating a great team bonding.
• Contributed in developing and driving process improvement and changes by providing inputs to process team.
• Responsible for BRD testing of trade finance interface to be extended to the customer for initiating digital transactions.
• Provided inputs for simplifying the digital journey of the customer by ensuring DIY techniques.
• Attending various RBI meetings and personal hearings on behalf of the senior management.
• Ensuring clearance of bank level E/IDPMS pendency for Mumbai region.

Customer Relationship Management

• Resolved conflicts promptly to promote positive environment for customers.
• Interacted well and regularly met customer to build connections and nurture relationships.
• Handled and build relationship with customers of emerging corporates.

Banking Operations:

• Overseeing the entire gamut of customer service for corporate customers including account opening, trade finance and liability products.
• Ensuring timely delivery of customer deliverables such as bank statement, debit advice and swift copies.
• Responsible for processing trade finance transactions as part of the trade back office team member.

Business:

• Responsible for generating trade revenue through trade fees and fx margin.
• Responsible for generation of leads through referrals from existing customers.
• Responsible for getting additional business through cross selling of third party products such as life insurance, general insurance, etc.

KEY HIGHLIGHTS:

• Was appointed as one of the first EC-CSE in Mumbai to handle such a profile.
• Responsible for managing one of the largest EC customer base in Mumbai at Andheri East.
• Was selected by Trade CPC Unit to be a part of their operations team and subsequently transferred from branch to trade operations.

Customer Relationship Management

• Handled and build relationship with customers.
• Servicing all customers visiting branch for their day to day requests/queries.

Banking Operations:

• Processing all type of general banking transactions such as cash deposit, fund transfer, FD booking, etc.

Business:

• Responsible for generation of leads through referrals from existing customers.
• Responsible for getting additional business through cross selling of third party products such as life insurance, general insurance, etc.

KEY HIGHLIGHTS:

• Started with cash counter and was quickly transferred to manage privileged banking customers within 3 months.
• Given the responsibility of Trade desk officer within 6 months of appointment.
• Generated high insurance revenue in Feb 2011.