Joana Norinha
Branch Operations Manager
Borivali
Summary
Banking expert with 25 years of comprehensive experience in Operations and Account Management. Skilled in implementing Bank Policy Adherence and resolving conflicts while maintaining high customer service standards. Proven track record in leading teams and overseeing quality assessments, contributing to reduced costs and optimized operations. Focused on leveraging innovative strategies to boost quality and increase revenue.
Overview
26
26
years of professional experience
3
3
Languages
Work History
Head Nominations Assurance
Hdfc Bank Pvt Ltd
01.2025 - Current
- Developed and implemented nomination assurance protocols, enhancing compliance and minimizing processing errors across departments.
- Led cross-functional teams to streamline nomination processes, increasing efficiency and reducing turnaround times.
- Conducted comprehensive audits of nomination practices, ensuring adherence to regulatory standards and mitigating compliance risks.
- Mentored junior staff on nomination best practices, fostering continuous improvement and enhancing overall team performance.
- Spearheaded initiatives to integrate advanced nomination tracking systems, optimizing data accuracy and reporting capabilities for management reviews.
- Collaborated with senior leadership to define strategic nomination goals, aligning departmental initiatives with organizational objectives.
- Supported day-to-day operations, collaborating effectively with all team members.
Relationship Bank Head
HDFC Bank Pvt Ltd
01.2022 - 01.2025
- Key Achievements
- Successfully reduced man hours by 3 hours through automation of standard procedures.
- Spearheaded a team of 7 staff members.
- Won MDRT trips to Malaysia and Singapore , Canada , Japan ,South Korea and Bali for increase in selling of insurances.
- Efficaciously improved process for account opening and address change making it digital, reducing the physical visits of the customer to the branch.
- Established and fostered professional relationships with all customers, prepared required presentation and recommendations
- Streamlined the bank's front counter to assist customers with various banking needs, including deposits withdrawals, and balance checks.
- Substantiated adherence to all company standards to ensure that customers received optimal care and service while banking at our branch.
- Rectified audit observations and formulate plans to avoid the repetition of the same and reported Periodic data and information
- Performed the operational activities including servicing high profile customers and updated customer profiles.
- Provided customer support as needed and maintained all quality and procedural standards within the branch.
- Adhered to guidelines for detecting and reporting impersonation, fraudulent transactions, including theft and identity as well as oversaw infrastructure and branch equipment.
- Ensured, managed and supervised over the counter services in the branch to achieve timely and accurate processing of customer requested transactions and customer complaints.
Branch Operations Manager
Hdfc Bank Pvt Ltd
01.2010 - 01.2022
- Streamlined branch operations by implementing process improvements, enhancing efficiency, and reducing turnaround times for customer requests.
- Led a team of operations staff, providing mentorship and guidance to drive performance and ensure adherence to compliance standards.
- Developed and maintained operational policies, ensuring alignment with regulatory requirements and enhancing overall branch effectiveness.
- Analyzed operational workflows to identify bottlenecks, implementing solutions that improved service delivery and increased customer satisfaction.
- Streamlined branch operations by implementing process improvements, resulting in enhanced efficiency and reduced turnaround times.
- Managed compliance and regulatory requirements, ensuring adherence to banking standards and mitigating operational risks effectively.
- Mentored and trained staff on operational procedures, fostering a culture of continuous improvement and professional development.
- Collaborated with senior management to identify and prioritize key operational goals, aligning resources for maximum impact.
- Developed and maintained relationships with key stakeholders, enhancing communication and collaboration across departments.
- 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.
- Trained employees on proper procedures and strategies to improve productivity.
- Monitored financial transactions to detect any suspicious activity or potential fraud.
- Conducted regular performance evaluations for staff members, identifying areas for improvement
- Collaborated with senior management to create strategic plans for future branch growth and expansion.
- Overhauled outdated operational procedures to increase branch effectiveness and reduce errors.
- Streamlined communication between departments, improving collaboration efforts within the company as well as problem resolution times.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Complied with regulatory guidelines and requirements.
- Established internal audit procedures to validate and improve accuracy of financial reporting.
Relationship Manager
HDFC Bank Pvt Ltd
01.2005 - 12.2010
- Functioned as single point of contact for all requirements of high-net-worth customers.
- Conducted regular review and analysis of customer portfolio and assessing investments opportunities.
- Responsible for the relationship management for portfolio of mapped customer, cross selling and enchanting relationships with existing customers.
- Established and maintained strong relationships with prospective and existing clients, researching and pursuing new business opportunities.
- On boarded new customers to the bank, identifying opportunities for greater profits.
Welcome Desk Officer & Personal Banker
HDFC Bank Pvt Ltd
10.2000 - 12.2004
- Handled walk ins customers in the branch and solved their queries regarding their accounts, loans, credit cards, remittance, Account transfers etc.
- Oversaw the crossing selling of various bank products such as loans, credit cards, insurance, fixed deposits, bill pay, internet banking.
- Managed investment portfolio for the customers as well as handling deliverables such as welcome pack, debit and credit card, cheque book, cheques, demand draft and bank statements to be collected at the branch.
- Ensured the loading of cash in the ATM and balancing cash at the end of the day.
Customer Service
Blue Dart Company
01.2000 - 09.2000
- Handled walk-in customers in the branch and solving the queries regarding their accounts and billing.
- Worked as a Tele caller and making calls to the customer relevant documents and freight related paper work.
Education
Bachelor of Arts - undefined
Mumbai University
Skills
Operations and account management
Sales and portfolio oversight
Customer service excellence
Policy compliance
Conflict resolution
Resource allocation
Performance management
Quality assurance
Efficiency optimization
Strategic planning
Data analysis
Communication skills
AWARDS
Awarded as Best Performer as qualified for Insurance contest in 2018 - 2019, MDRT Malaysia, Gold Star Award, March 2021, Classic Star Award, February 2021, January 2021, September 2020, August 2020, October 2020, June 2020, Diamond Star Award, November 2020, Silver Star Award, July 2020, Mission Mangal Award, September 2019, October 2019, Outstanding Performance, November 2019
Timeline
Head Nominations Assurance
Hdfc Bank Pvt Ltd
01.2025 - Current
Relationship Bank Head
HDFC Bank Pvt Ltd
01.2022 - 01.2025
Branch Operations Manager
Hdfc Bank Pvt Ltd
01.2010 - 01.2022
Relationship Manager
HDFC Bank Pvt Ltd
01.2005 - 12.2010
Welcome Desk Officer & Personal Banker
HDFC Bank Pvt Ltd
10.2000 - 12.2004
Customer Service
Blue Dart Company
01.2000 - 09.2000
Bachelor of Arts - undefined
Mumbai University