Mahua Dutta

Client Relationship Management :

• Serve as the primary point of contact for HNI clients, delivering personalized banking solutions.
• Understand client profiles, financial goals, and risk appetite to recommend suitable products.

Compliance & Risk Oversight :

• Ensure adherence to internal policies and regulatory guidelines (RBI, SEBI, etc.)
• Conduct periodic reviews of client accounts to identify and mitigate potential risks.
• Monitor transactions for suspicious activity and escalate as per AML protocols.

KYC & Documentation :

• Oversee the onboarding of new clients with complete KYC documentation, in line with regulatory standards.
• Perform periodic KYC refresh and enhanced due diligence for high-risk accounts.
• Maintain accurate and updated records to support audit readiness.
  
  

Audit Preparedness:

• Collaborate with internal audit teams during branch audits and compliance checks.
• Address audit observations and implement corrective actions promptly.
• Maintain documentation trails to ensure transparency and accountability.

Cross-functional Collaboration :

• Liaise with compliance, legal, and risk teams to resolve client issues and ensure regulatory alignment.
• Participate in training sessions on AML/KYC/ Forex/ NR updates and audit best practices.

Migration Management :

• Led end-to-end client migration processes, including onboarding to new platforms, system upgrades, and product transitions.
• Coordinated with cross-functional teams (Operations, IT, Compliance) to ensure timely execution of migration phases.
• Developed and maintained migration trackers, client communication plans, and escalation matrices.
  

Client Servicing & Relationship Management :

• Acted as the primary point of contact for clients during migration, resolving queries related to account setup, transaction processing, and platform navigation.
• Delivered proactive service updates and ensured clients were informed of timelines, changes, and impacts.
• Conducted post-migration reviews to gather feedback and identify service improvement areas.

Reporting & Analytics :

• Generated service performance reports, client feedback summaries, and migration success metrics for senior management.
• Identified trends in client queries and proposed process enhancements to reduce friction.

Risk & Compliance Alignment :

• Ensured all migration activities complied with internal policies and external regulatory requirements (KYC/AML, data privacy, etc.).
• Supported documentation checks and validation during onboarding and migration.
• Flagged and escalated any suspicious activity or compliance gaps to relevant teams.

Stakeholder Collaboration :

• Partnered with Relationship Managers, Product Heads, and Technology teams to align client expectations with delivery capabilities.
• Participated in internal workshops and training sessions to stay updated on system changes and regulatory updates.

Working Capital Solutions & Credit Structuring :

• Assess client working capital needs and structure appropriate financing products (e.g., Cash Credit, Overdrafts, Bill Discounting, Trade Finance).
• Recommend tailored solutions such as Supply Chain Finance, Dealer Financing, Invoice Discounting, and Channel Financing.
• Monitor utilization of working capital limits and ensure timely renewals and enhancements.

Portfolio & Risk Management :

• Track portfolio performance including asset quality, limit utilization, and early warning signals.
• Conduct periodic credit reviews and risk assessments of dealers and anchor clients.
• Ensure compliance with internal credit policies and regulatory guidelines.

Business Development & Revenue Generation :

• Identify cross-sell and up-sell opportunities across trade, treasury, and transaction banking products.
• Drive growth in working capital book through acquisition of new dealer relationships and expansion of existing programs.
• Collaborate with product teams to develop customized solutions for industry-specific needs.

Compliance & Documentation :

• Ensure complete and accurate documentation for credit facilities, dealer onboarding, and KYC/AML compliance.
• Coordinate with legal and compliance teams to address regulatory requirements and mitigate risks.
• Support internal and external audits with required documentation and responses.

Service Delivery & Issue Resolution :

• Provide end-to-end support to dealers and anchor clients for transaction execution, limit setup, and operational queries.
• Resolve service issues promptly and escalate complex cases to relevant departments.
• Maintain high service standards to enhance client satisfaction and loyalty.

Dealer Network Management :

• Develop and maintain strong relationships with anchor clients and their dealer/distributor ecosystem.
• Onboard new dealers under anchor-led programs, ensuring smooth documentation and credit evaluation.
• Act as a liaison between anchor corporates and their dealers to facilitate financing solutions and resolve service issues.
• Disbursing Trade Advances and regular adjustment of cases agaisnt the advances.
• Monitoring carry forward of Trade Advance balances above Interest Free Period and calculation and collection of interest accured, if any.

Quality Assurance & Evaluation :

• Monitor customer service interactions across channels (calls, emails, chats, in-person) to assess adherence to service standards.
• Conduct regular audits of service transactions to identify gaps, errors, or non-compliance with internal policies.
• Evaluate frontline staff performance using scorecards and predefined quality parameters.

Data Analysis & Reporting :

• Analyze service quality metrics (e.g., First Call Resolution, Net Promoter Score, Customer Satisfaction Index).
• Prepare detailed reports highlighting trends, recurring issues, and areas for improvement.
• Present findings to senior management with actionable recommendations

Process Improvement :

• Identify inefficiencies or bottlenecks in service delivery and propose process enhancements.
• Collaborate with operations and training teams to redesign workflows for better customer experience.
• Implement feedback loops to ensure continuous improvement.

Training & Coaching :

• Provide feedback and coaching to customer-facing teams based on quality assessments.
• Assist in designing training modules focused on service excellence and compliance.
• Conduct refresher sessions to reinforce service protocols and soft skills.

Complaint & Escalation Analysis :

• Review escalated complaints to understand root causes and prevent recurrence.
• Work with grievance redressal teams to ensure timely and satisfactory resolution.
• Track resolution timelines and customer feedback post-escalation.

Compliance & Risk Monitoring :

• Ensure service delivery aligns with regulatory requirements (e.g., KYC norms, data privacy laws).
• Flag any deviations or potential risks to compliance teams.
• Support internal and external audits related to service quality.

Stakeholder Engagement :

• Liaise with business units, customer service, and compliance teams to align quality goals.
• Participate in cross-functional meetings to share insights and drive service excellence initiatives.