Summary
Overview
Work History
Education
Skills
Languages
Personal Information
Timeline
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Kirti Gulati

New Delhi

Summary

Accomplished banking professional with a proven track record at Axis Bank Ltd, adept in operations management and client relationship management. Elevated customer satisfaction and managed a high-net-worth portfolio base, demonstrating financial acumen and partnership development. Skilled in optimizing workflows and building key client relationships, contributing significantly to business growth.

Overview

17
17
years of professional experience

Work History

Burgundy Private - Service Partner

Axis Bank Ltd
New Delhi
01.2014 - Current
  • Ensures an exceptional customer experience by managing banking requirements and servicing a high-net-worth customer portfolio base of approximately INR 100 crores, based out of DLF Capitol Point Branch in New Delhi.
  • Proactively managing clients' banking relationships, keeping them abreast of the latest regulations and procedures of the bank.
  • Coordinating with the product, marketing, and regional champions (internal), as well as various agencies (external), for lifestyle events targeted at deepening the banking relationship with existing customers and acquiring new customers for the bank.
  • Maintained relationships with key stakeholders, clients, and customers to ensure satisfaction with services provided.
  • Cultivated long-term relationships with existing clients through consistent communication efforts .
  • Developed a comprehensive strategy for managing partner accounts in order to maximize profits and minimize expenses.
  • Advised clients regarding legal matters, business transactions and claim liability.
  • Resolved complex customer issues quickly while ensuring a positive experience throughout all interactions.
  • Built a network of contacts within relevant industries which enabled access to valuable resources .
  • Managed daily operations of the business including budgeting, forecasting, financial analysis, staffing, and customer service.
  • Worked with cross-functional teams to achieve goals.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.

Branch Operations Manager

DCB Bank Limited
05.2010 - 01.2014
  • Handled a team of 2 Customer Service Executives and 2 Teller Executives in one of the maximum transaction volumes Branch in Delhi
  • Approve daily transactions for selected products as applicable (e.g
  • Cashier’s orders,currency exchange, merchant services, safe boxes) as well as transactions exceeding specified teller limits
  • Manage Service Delivery – observe queue time and length; take action as needed to capacitize serving counters and/or managing customer traffic
  • Ensure that branch premises are maintained to the specified standard
  • Manage or recommend workflow changes for greater efficiency, improve turn around time
  • Monitor customer satisfaction survey ratings, net promoter score or any other survey/feedback ratings taken from customers and ensure continuous improvement if below bench-mark, sustain and better quality service
  • General Reconciliation and Compliance Activities (may be individually assigned) which may typically include: Ensure satisfactory ratings in all internal/external audits conducted at the branch
  • Ensure compliance to all Operations health documents like manual, process notes and circulars issued from time to time
  • Perform regular KCS checks mandated
  • Mandatory reporting of KRIs and teller productivity
  • Staff Supervision, Coaching and Training: daily organization of workflow/ breaks and staff levels and coaching/ training where necessary for improved performance
  • Contribute to branch performance through referrals, efficient customer service, effective operations controls
  • Ownership of the Archival portfolio for the branch
  • Liaising with the external vendors and ensuring archival and retrieval is carried out in a manner as stated in the policy document without exception

Customer Experience Manager

Standard Chartered Bank
07.2007 - 05.2010
  • Joined the Bank as Customer Satisfaction Officer in July 2007 at Standard Chartered Bank, ITO Branch and promoted as Personal Financial Manager in January 2008
  • Promoted as Customer Experience Manager in December 2008
  • Ensure high level of customer service and manage difficult customer situations
  • Ensure transactions are processed with high level of accuracy and commitment in order to satisfy customer needs
  • Ensure validity and completeness of transactions processed and ensure concessions relative to exchange rate, fees, charges etc
  • Are authorized/overridden by appropriate authorities
  • Responsible for general reconciliation and control activities
  • Be multi tasked to handle all kinds of transactions and services in the bank

Education

PGDBA - Human Resource

Symbiosis centre of distance learning
01.2012

B.COM (Pass) - Commerce

Bharti College
01.2006

Skills

  • Operations management
  • Human resources management
  • Client relationship management
  • Proficient in services
  • Conflict resolution
  • Industry expertise
  • Financial acumen
  • Knowledgeable in the overall banking process
  • Expense control
  • Strategic planning
  • Customer relationship building
  • Key client relationships
  • Workflow optimization
  • Partnership development

Languages

  • English
  • Hindi

Personal Information

  • Father's Name: Late Sh. R C Gulati
  • Mother's Name: Mrs. Suman Gulati
  • Date of Birth: 05/22/85
  • Marital Status: Never Married

Timeline

Burgundy Private - Service Partner

Axis Bank Ltd
01.2014 - Current

Branch Operations Manager

DCB Bank Limited
05.2010 - 01.2014

Customer Experience Manager

Standard Chartered Bank
07.2007 - 05.2010

PGDBA - Human Resource

Symbiosis centre of distance learning

B.COM (Pass) - Commerce

Bharti College

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Kirti Gulati