Manasi Siddharth Gangal
Pune
Overview
20
20
years of professional experience
Work History
priority relationship manager | Operations Head
AXIS BANK
Pune, Maharashtra
07.2021 - 06.2026
- Managed branch operations, compliance, and customer relationship portfolios.
- Handled KYC/AML reporting, cash operations, and audit compliance.
- Led customer escalation management and senior citizen desk operations.
- Qualified for MDRT Experience, London (2024).
- Managed daily operations to ensure compliance with regulatory standards and internal policies.
- Trained and mentored junior staff on operational best practices and system usage.
- Developed and implemented streamlined processes to enhance customer service delivery efficiency.
- Collaborated with senior management on strategic planning to drive business growth and innovation.
- Led initiatives to optimize resource allocation, improving overall departmental performance.
- Coordinated cross-functional teams to address complex issues, leading to more efficient problem-solving processes.
- Improved department efficiency by streamlining and implementing policies and processes.
- Implemented process improvements that streamlined workflows, reducing redundancies and increasing operational efficiency.
- Ensured compliance with national and local laws through regular policy reviews and updates.
- Fostered culture of continuous improvement, encouraging innovation and adoption of best practices in law enforcement techniques.
- Utilized data-driven decision-making techniques to inform strategic planning processes and measure progress towards goals.
- Streamlined report writing processes, allowing for quicker turnover and more accurate record-keeping.
- Increased operational efficiency by conducting regular training sessions for junior officers.
- Enhanced public trust through community policing efforts, organizing and participating in public safety workshops.
- Cultivated strong client relationships through personalized engagement strategies.
- Led cross-functional teams to enhance service delivery and client satisfaction.
- Developed comprehensive account management plans aligning with client goals and needs.
- Coordinated with internal departments to resolve complex client issues efficiently.
- Developed comprehensive account management plans aligning with client goals and needs.
- Delivered informative presentations to educate clients on investment strategies, market trends, and wealth management options.
- Conducted comprehensive reviews of client accounts to identify areas for improvement or potential risks.
- Built strong referral networks through community involvement and professional partnerships, driving new business growth.
- Maintained up-to-date knowledge of industry trends, regulations, products, and competitor offerings to stay ahead in the market.
- Tracked performance metrics regularly to ensure individual targets were achieved consistently throughout the year.
- Implemented effective risk management techniques to protect both the bank''s interests as well as those of its clients.
- Tracked performance metrics regularly to ensure individual targets were achieved consistently throughout the year.
- Enhanced digital channel usage among customers by promoting digital features during interactions.
- Managed a portfolio of high-value clients, ensuring their needs were met and expectations exceeded.
Cluster Head & Additional Charge Branch Head
SANGLI URBAN CO-OP BANK LTD
08.2018 - 07.2021
- Managed Pune and Chinchwad branch operations and marketing activities.
- Generated 5 Cr+ business through retail banking and real estate exposure.
- Collaborated closely with other cluster heads to share best practices, driving overall organization-wide improvements.
- Led branch operations, ensuring compliance with banking regulations and internal policies.
- Maintained friendly and professional customer interactions.
- Maintained friendly and professional customer interactions.
- Analyzed competitors'' offerings to position our products more effectively within the market landscape.
- Oversaw staff training programs to ensure adherence to best practices in customer service and sales techniques.
- Trained new production staff members on safe and efficient production procedures and proper machine operations.
- Used problem-solving and issue-resolution skills to promptly and successfully address production problems.
- Managed team performance through coaching, mentoring, and regular feedback sessions.
- Reviewed historical records, current operational data and forecasting information to identify and capitalize on system enhancement opportunities.
- Evaluated performance metrics regularly to identify areas for improvement in customer service standards.
- Evaluated and negotiated contracts to procure favorable financial terms.
- Provided weekly income and quarterly cluster reports to company headquarters.
- Created financial dashboards to provide insights into key performance indicators.
- Optimized resource allocation across multiple projects to ensure timely delivery without compromising on quality.
- Organized and prepared workstations and materials needed for operations to maximize productivity.
- Reduced employee turnover rate by creating a supportive work environment that encouraged professional growth.
- Reduced employee turnover rate by creating a supportive work environment that encouraged professional growth.
- Collaborated with architects, engineers and general contractors on drawing reviews.
- Oversaw technology vendors such as audio visual, low voltage, security, network and sound masking.
- Conducted thorough credit analysis to minimize potential losses from delinquent accounts.
- Conducted thorough credit analysis to minimize potential losses from delinquent accounts.
- Conducted thorough credit analysis to minimize potential losses from delinquent accounts.
- Implemented and regularly reviewed financial controls to generate accurate and reliable financial data.
Branch Manager / Second-in-Charge
SARASWAT CO-OP BANK LTD
12.2013 - 03.2018
- Handled NRI banking, AML reporting, and branch compliance activities.
- Recognized for revenue generation and innovative lead acquisition.
- Facilitated seamless integration of new financial products, broadening portfolio offered to clients.
- Directed recruitment and onboarding efforts, assembling high-performing team committed to achieving branch objectives.
- Implemented risk management strategies to minimize potential losses while maintaining a healthy balance between risk and return on investments.
- Collaborated with C-level executives and stakeholders to develop long-term financial plans.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Reduced employee turnover by fostering a positive work environment and offering competitive compensation packages.
- Implemented and regularly reviewed financial controls to generate accurate and reliable financial data.
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
- Conducted regular financial reviews and audits, identifying and resolving discrepancies promptly.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Established and checked coding procedures, monitored reports and updated internal files.
- Enhanced staff competency with regular training sessions, boosting productivity levels across the branch operations.
- Complied with established internal controls and policies.
- Prepared internal and regulatory financial reports, balance sheets and income statements.
- Submitted loan applications to underwriter for verification and recommendation.
Premier Services Manager
HSBC BANK LTD
01.2008 - 12.2013
- Managed 500+ HNI clients and led a team of Relationship Managers.
- Handled NRI service desk and customer escalations.
- Won WOW Award for six consecutive years.
- Ensured compliance with industry regulations by staying current on relevant updates and adjusting company policies accordingly.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Developed and implemented strategic initiatives to improve client retention and satisfaction.
- Improved service efficiency by conducting regular training sessions for staff on latest industry standards and technologies.
- Developed and maintained strong relationships with suppliers, ensuring timely delivery of parts and materials, which minimized service disruptions.
- Facilitated training programs for staff, promoting professional development and performance excellence.
- Established proactive maintenance program for service equipment, reducing downtime and maintaining high service standards.
- Improved operational efficiency by redesigning service area layout for better workflow and customer experience.
- Oversaw budget management for service operations, optimizing resource allocation and cost efficiency.
- Led team to enhance customer service quality, resulting in significant improvement in customer satisfaction surveys.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Streamlined service delivery processes, reducing wait times for customers by implementing efficient scheduling systems.
- Collaborated with sales teams to develop comprehensive service packages tailored to individual client needs.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Developed detailed plans based on broad guidance and direction.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Implemented customer feedback system to gather insights and identify areas for service improvement.
- Implemented customer feedback system to gather insights and identify areas for service improvement.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Resolved customer complaints in professional and timely manner.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Coordinated with sales team to develop service packages that aligned with customer needs, driving additional revenue.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Established team priorities, maintained schedules and monitored performance.
- Led cross-functional teams to enhance customer service delivery and operational efficiency.
- Reduced operational costs by negotiating better terms with suppliers and optimizing resource allocation.
- Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
Customer Service Officer | Cash Manager
ICICI BANK LTD
04.2006 - 12.2007
- Managed customer service operations and teller responsibilities.
- Awarded Best Customer Service Champion and Top FD Acquisition Performer.
- Assisted in training new staff on customer service protocols and operational procedures.
- Managed account transactions using banking software to ensure accuracy and compliance.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Led initiatives to streamline operations, resulting in reduced response times for customer queries.
- Analyzed customer feedback to identify trends and recommend solutions for service enhancements.
- Mentored junior team members, promoting a culture of continuous learning and improvement.
- Coordinated cross-departmental collaboration to address complex customer issues efficiently.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Completed data entry to record call notes, suggestions and questions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Assisted call-in customers with questions and orders.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
- Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
- Boosted company reputation by providing exceptional customer service through phone, email, and chat support channels.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
Timeline
priority relationship manager | Operations Head - AXIS BANK
07.2021 - 06.2026
Cluster Head & Additional Charge Branch Head - SANGLI URBAN CO-OP BANK LTD
08.2018 - 07.2021
Branch Manager / Second-in-Charge - SARASWAT CO-OP BANK LTD
12.2013 - 03.2018
Premier Services Manager - HSBC BANK LTD
01.2008 - 12.2013
Customer Service Officer | Cash Manager - ICICI BANK LTD
04.2006 - 12.2007