Ketan Maru
Mumbai
Summary
Results-driven Senior Executive with a strong record in enhancing customer experience and optimizing internal performance. Experienced in mentoring teams and achieving organizational goals through effective problem-solving and relationship-building. Seeking to leverage expertise in process improvement and product knowledge to drive success in a challenging new role.
Overview
15
15
years of professional experience
Work History
Service Relationship Manager
IndusInd Bank Ltd
02.2022 - Current
- Supported six wealth relationship managers to enhance client outreach within assigned wealth base, contributing to overall client engagement.
- Managed branch operations and processed non-financial investment transactions for HNI and UHN clients, ensuring seamless service delivery.
- Providing all Banking services and support to the Financial Advisors.
- Onboarding clients by opening NTB accounts, upgrading a/cs into Pioneer Private Program.
- Extending relationships by offering sticky and structured products.
- Timely Processing of clients request of Purchase /Redemption and handling all queries related of MF.
- Sending periodic bank statements, Consolidated Portfolio Reports; P&L reports, DP holdings, TDS certificates.
- Educated clients on advantages of digital banking channels, facilitating smoother transitions and increased client adoption.
- Addressed and resolved wealth client requests and grievance complaints promptly.
Personal Banker
ICICI Bank Ltd
Mumbai
04.2021 - 01.2022
- Cross-sold banking products to customers, contributing to revenue growth.
- Generating leads for Investment in insurance and mutual fund, Assets, to the HNI customer mapped from Managed Portfolio.
- Deepen the relationship by cross selling existing bank products to customers.
- Building relationships with high net worth individuals.
- Monitored client requirements, identified prospective opportunities and assisted in increasing revenue.
- Attend walk-in customers and also handle their banking queries.
- Maintain knowledge on banking products and distribution to provide optimal service support.
- Track customers' complaints/queries and turnaround time for customer satisfaction.
Personal Banker – Welcome Desk
HDFC Bank
01.2018 - 04.2021
- Assisted walk-in customers with banking queries and provided tailored solutions.
- Tracked customer queries and ensured high levels of satisfaction.
- Acquired new customers meeting product criteria and flagged them in the system.
- Analyze financial products and recommend appropriate products to customers.
- Maintained operations at branch to ensure efficiency.
- Handling all the locker operations.
- Ensuring accurate stock handling (customer deliverables, kits).
Store Manager
Bharati Airtel
09.2015 - 12.2017
- Maximized sales opportunities by consistently delivering exceptional customer care standards.
- Resolved customer queries effectively, establishing a benchmark for service satisfaction.
- Acted as a frontline interface between customers, distribution agents, and sales and service teams to troubleshoot unresolved grievances and queries.
- Developed a positive customer-facing image for the company through consistent branding and service.
- Managed retail outlet operations, ensuring efficient service delivery and process adherence.
Lead - Sales/Retail/Customer Care
Vodafone India Ltd
Mumbai
01.2013 - 07.2015
- Delivered tailored telecom solutions, enhancing customer satisfaction and loyalty.
- Recognized as Best Customer Service Executive for outstanding support in south zone.
- Nominated for Best Team Assist for exceptional collaboration and support.
Back Off executive
MCGM
Dadar
06.2011 - 10.2012
- Updated and maintained Excel report to track project progress, ensuring timely updates for stakeholders.
- Utilized SAP MCGM software to manage project data and resources, enhancing data accessibility for project teams.
- Led strategic initiatives to enhance operational efficiency across departments.
- Collaborated with cross-functional teams to develop and implement policy improvements.
- Conducted comprehensive analyses to identify service delivery enhancements.
Education
Bachelor in Commerce -
Maharashtra University
01-2010
Higher Secondary School Certificate -
R.A.PodarCollege
Matunga01-2007
Secondary School Certificate -
DNK & LVA
01-2005
Skills
- Product Knowledge
- Customer experience
- Relationship Building
- Process optimization
- Problem Solving
- Conflict resolution
- Positive Attitude
Seeking Position
Service Relationship Manager – Pioneer Private Banking
Accomplishments
- Rewarded for Best Service Relationship Manager for two consecutive years, 2024 and 2025.
HR Star recognition for Best New Joiner in the Service RM category.
Liability Contest winner.
Languages
- English
- Hindi
- Marathi
- Gujarati
Personal Information
- Date of Birth: 07/31/89
- Nationality: Indian
Hobbies and Interests
- Listening Music
- Travelling
Mobile Numbers
- +919930666205
- 8104932226
Timeline
Service Relationship Manager
IndusInd Bank Ltd
02.2022 - Current
Personal Banker
ICICI Bank Ltd
04.2021 - 01.2022
Personal Banker – Welcome Desk
HDFC Bank
01.2018 - 04.2021
Store Manager
Bharati Airtel
09.2015 - 12.2017
Lead - Sales/Retail/Customer Care
Vodafone India Ltd
01.2013 - 07.2015
Back Off executive
MCGM
06.2011 - 10.2012
Bachelor in Commerce -
Maharashtra University
Higher Secondary School Certificate -
R.A.PodarCollege
Secondary School Certificate -
DNK & LVA