Customer Service Management
K Deepak Manigandan
Manager
Bangalore
Summary
Goal-oriented manager, combining my proven skills in collections, financial management, and banking as a Branch Manager, with specialized expertise in AML, KYC, and Retail Branch Banking Operations. I aspire to optimize debt recovery processes, strengthen financial operations, and uphold the highest customer service standards, while leveraging my experience in regulatory compliance and retail banking operations, with distinguished experience in various industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent.
Overview
13
13
years of professional experience
5
5
years of post-secondary education
2
2
Certifications
5
5
Languages
Work History
National Head
Think & Learn Private Limited
Bangalore
03.2021 - Current
- Lead and manage a nationwide collections team responsible for BKT X and BKT 1 accounts, focusing on EMI delinquencies of 3 and above.
- Directly oversee 7 Team Leaders, 2 Assistant Managers, and a team of 120+ professionals.
- Strategy Planning along with Data Analysis to ensure that the efficiency of the Team increases every month
- Drive training and development initiatives across the organization to ensure a skilled and high-performing collections workforce. Fair Practice Policy was enabled and monitored for the Team to ensure Customer satisfaction
- Have been one of the committee member for creating SOP for the process and stream lining the KRA's of Associates and Team leaders
- Have been a part of ISO Certification Audits and helped the company to achieve ISO Certification
Manager
HDFC Bank Ltd Bengaluru
Bangalore
07.2019 - 02.2021
- Headed the Operations of the Branch, led and supervised a team at the branch, fostering a collaborative and productive work environment.
- Effectively managed customer service and handled customer escalations.
- Conducted branch audits to ensure compliance and operational efficiency.
- Handled the KYC and AML process for the Branch.
Deputy Branch Manager
ICICI Bank Ltd Bengaluru
02.2013 - 07.2019
- Progressed through roles, starting as Privilege Banker handling a portfolio of 300+ customers.
- Promoted to Senior Privilege Banker, overseeing a team of 7 to 10 Privilege Bankers and guiding them in achieving their Key Result Areas (KRAs).
- Further promoted to Deputy Branch Manager, responsible for customer service, handling customer escalations, and branch audits.
- Was responsible for the Branch Audit and the KYC, AML Process for all the accounts at the Branch
Senior Process Executive
Infosys BPO Ltd Bengaluru
07.2010 - 11.2011
- Worked for British Telecom (BT) and was handling customer complaint for third party damage
- Handle calls and emails
- Handle the team in the absence of the SME
- Handle the escalations in the absence of the SME
- Have worked on a green Belt project along with the Assistant Manager to reduce TAT of the process.
Education
B com -
Sri Baghawan Mahaveer Jain College
01.2007 - 04.2010
PGDBM - Banking and Insurance
Manipal University
01.2012 - 04.2013
Skills
Outbound Tele Collections
Banking Operations
KYC and AML
Customer Escalation Management
Creating SOP
Retail banking
Sales
Accomplishments
- Joined as a State level Collection Head and within Two years promoted as National Collection Head.
- Was awarded the Best Coach, Best People's Manager and Best Manager for highest Efficiency in my tenure
- Have been awarded Multiple Awards during my tenure with HDFC Bank and ICICI Bank which includes 4 Times Best Senior Privilege Banker Award, Retails Sprinters Award for Consecutive 5 Years. 7 Star in Branch Audit and Best Operations Manager.
Certification
Financial Rish Management : Foundational FRM Principles
Level1 Intelligence Analyst Certification
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
National Head
Think & Learn Private Limited
03.2021 - Current
Manager
HDFC Bank Ltd Bengaluru
07.2019 - 02.2021
Deputy Branch Manager
ICICI Bank Ltd Bengaluru
02.2013 - 07.2019
PGDBM - Banking and Insurance
Manipal University
01.2012 - 04.2013
Senior Process Executive
Infosys BPO Ltd Bengaluru
07.2010 - 11.2011
B com -
Sri Baghawan Mahaveer Jain College
01.2007 - 04.2010
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