KHUSHBOO SHAH

• Facilitated branch growth in CASA and GL for FY 2025-26.
• Assisted in managing branch operations from 56 CR to 65 CR in GL.
• Supported customer satisfaction by addressing complaints and providing exceptional service.
• Nurtured customer relationships to aid in business retention and loyalty.
• Organised regular staff meetings to discuss goals and objectives.

Conducted team meetings to relay performance expectations and company updates.

Fostered a positive work environment to enhance teamwork and employee satisfaction.

• Increased overall annual sales 120% by incorporating several quality process improvements within the branch.
• Increased branch sales by enhancing customer loyalty through targeted incentive programmes.
• Branch growth is done 50% in CASA for the FY 2024-25. This was one of the highest in my Category of Branches in the Region.
• Achieved more than Rs: 24 Lacs of TFX revenue in CASA in the FY 2024-25.One of the highest in my Category of Branches in the Region.
• Branch has achieved the BLG of Rs: 12 Crs in the FY 2024-25.
• Branch has become Profitable within 4 Months, which was in loss from last 3 yrs.
• Managed branch operations, focusing on sales growth, revenue generation, and policy enforcement.
• Directed day-to-day work of 18 employees and motivated teams to exceed objectives.
• Set team performance goals and monitored progress to encourage attainment.
• Conducted regular branch staff meetings to communicate goals and objectives.
• Performed monthly and quarterly employee performance appraisals.

Key Achievenment

• Cultivated relationships with stakeholders to strengthen business credibility and foster collaboration.
• Built and nurtured customer relationships to retain business and loyalty.
• Resolved customer complaints quickly and professionally to maintain satisfaction.
• Branch has become Profitable within 4 Months, which was in loss from last 3 yrs.

• Oversaw a branch team of 2600 customer service representatives and 4 personal bankers, ensuring effective operations.
• Set and monitored team performance goals, driving progress towards objectives.
• Conducted regular branch staff meetings to communicate goals and objectives.
• Resolved customer complaints swiftly and professionally, enhancing customer satisfaction.
• Built and nurtured customer relationships to retain business and loyalty.
• Managed daily finance services for smooth business operations.
• Demonstrated expertise in remittance and foreign exchange payment services
• Maintained detailed records of branch office activities.

Completed all required bank certifications

• • Periodic review of progress vs. objective.

• Addressed employee conflicts, following corporate procedures for timely resolution.
• Planning, monitoring, and appraisal of employee work results by training managers to coach and discipline employees; schedules management conferences with employees; hears and resolve employee grievances; counsels employees and supervisors in consultation with Deputy Manager – HR & Admin
• Maintaining management guidelines by preparing, updating and recommending human resource policies and procedures.
• Recruited, hired and trained new employees to optimise profitability.
• Performed exit interviews, gaining useful insights to improve employee retention rates.
• Provided expert HR advice to line managers to tackle obstacles such as conflict resolution, pay disputes and under-performance management.
• Coordinated high quality inductions and seamless onboarding procedures for 15+ new starters.

• Addressed customer issues calmly and professionally, delivering quick, successful resolutions.
• Motivated management and staff teams to consistently deliver high quality, customer-focused service.
• Handing cash department, non cash department, and audit area.
• Handling day-to-day operational activity of the bank to ensure customer satisfaction in positive manner.
• Establish the goal that includes selling & cross selling by products and transactional volumes.
• Maintained smooth-running business operations by delegating priorities to staff abilities.
• Built customer relationships with consultative sales approach.

• Built customer relationships with consultative sales approach.
• Responsible for managing the Branch Profitability, ensuring high quality service and Customer Relationship Management
• Handles the day – to – day operational activities of the bank to ensure customer satisfaction in a positive manner.
• Performs tasks of selling bank products to customer and prospects, by opening new accounts, cross-selling banking products loan and retirement accounts to customer.
• Conduct procedures relating to audit, likely monthly audit checklist requirements
• Prepares and updates daily report to a bank manager.
• Key Customer Relationship Management & supervision of all High Net Worth customer programs