Summary
Overview
Work History
Education
Skills
References
Accomplishments
Timeline
Jigisha Gajjar

Jigisha Gajjar

Branch Manager
Goa

Summary

Strategic and compliance-driven Branch Manager with over 15 years of experience in the Indian banking sector, managing all aspects of branch performance, attaining sales goals, developing customer service strategy and creating operational excellence. Proven ability to lead branch transformation initiatives, reduce operational risks, and improve audit scores. Recognized for developing high-performing teams, improving service quality indices, and delivering consistent compliance excellence.

Overview

16
16
years of professional experience

Work History

Branch Manager

HDFC Bank Ltd
02.2025 - Current
  • Manage and direct overall the overall branch activities to reach established revenue goals for growth and profitability of organization
  • Support the expansion of existing business and development of new business across all product lines
  • Develop relationship with top customers and maintain knowledge of customers’ banking needs and service expectations
  • Handling staffing arrangements by ensuring they are adequately trained in products and processes
  • Maintaining high level of customer service and compliance culture in the branch

Deputy Branch Manager

HDFC Bank Ltd
07.2022 - 01.2025
  • Led overall branch operations, including audits, compliance management, escalation handling, and team supervision across all functional areas.
  • Ensured seamless branch functioning by aligning resource availability (staff, infrastructure, inventories) with service delivery goals, resulting in smooth daily operations and minimal service delays.
  • Enhanced compliance outcomes by proactively reviewing audit checklists, monitoring financial activities, and training teams on internal circulars and evolving guidelines—contributing to an 'Excellent' audit rating and improved service quality index.
  • Drove resolution of high-priority customer complaints by establishing a responsive escalation framework, significantly reducing turnaround time and improving client retention metrics.
  • Created and maintained MIS dashboards for audit, compliance, and service metrics, enabling real-time decision-making and cross-functional transparency.

Branch Operations Manager

ICICI Bank Ltd
04.2011 - 06.2022
  • Directed all branch-level operations, audits, staff coordination, and compliance initiatives, maintaining consistent adherence to regulatory standards and internal controls.
  • Delivered top audit and compliance scores by developing and sustaining a culture of accountability and process ownership within the team—backed by frequent knowledge sessions on internal circulars, RBI norms, and compliance protocols.
  • Managed customer complaint and escalation desk, designing SOPs for effective query tracking and response. Resulted in significant improvement in complaint closure rate and client satisfaction scores.
  • Oversaw day-to-day branch execution including cash flow, asset inventory, and process compliance. Implemented proactive controls that minimized transaction errors and audit flags.
  • Initiated regular MIS reviews and compliance dashboards, enabling accurate tracking of branch health, audit readiness, and resource utilization.

Customer Service Manager

ICICI Bank Ltd
02.2010 - 03.2011
  • Managed core customer-facing functions including cash and clearing, service desk, and complaint management—ensuring efficient funds handling and timely resolution of client issues.
  • Maintained high levels of account reconciliation accuracy by executing daily reconciliations of internal ledger accounts, which significantly reduced transactional discrepancies.
  • Delivered rapid service processing for walk-in customers and raised service quality benchmarks, reflected in improved customer feedback and appreciation from senior management.
  • Built foundational understanding of banking products, operations, and departmental interfaces, which laid the groundwork for transition into higher leadership roles.

Education

Post Graduate Diploma - Banking

Manipal Academy
02.2010
GPA: Grade A

MBA - Finance

Sardar Patel University
05.2009
GPA: First Class

Bachelor of Business Administration - Bachelor of Business Administration

South Gujarat University
04.2007
GPA: Distinction; Gold Medalist (2nd Year)

Skills

Operations Management- Branch Operations & Process Management, Risk Identification & Mitigation

References

Bhavin, Khakhkhar, Zonal Risk Manager, +91 9879615684, Gujarat

Accomplishments

  • ICICI Bank - Winner of the Customer First Award at ICICI Bank
  • Compliance star awards
  • Represented Zone at national quiz contest of bank
  • Recognitions for significant contribution in business

Timeline

Branch Manager - HDFC Bank Ltd
02.2025 - Current
Deputy Branch Manager - HDFC Bank Ltd
07.2022 - 01.2025
Branch Operations Manager - ICICI Bank Ltd
04.2011 - 06.2022
Customer Service Manager - ICICI Bank Ltd
02.2010 - 03.2011
Sardar Patel University - MBA, Finance
South Gujarat University - Bachelor of Business Administration, Bachelor of Business Administration
Manipal Academy - Post Graduate Diploma, Banking

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