MANISH AGARWAL
Bangalore
Summary
A result oriented professional with over 21 years of rich experience across diverse facets such as Client Servicing, Business Development, Banking Operations, Sales in the Banking Industry since Nov 2004. Currently associated with HDFC Bank Ltd. as Branch Head Church Street Branch since May 2024. Branch Head for Padmanabhanagar Branch (2011-2013), Branch Head Mahadevapura Branch (2013-2015), Branch Head Marathahalli Branch (2015-2017) and Branch Head Bellandur Branch (2017-2020), Branch Head Jayanagar Branch4th Block (May 2020- April 2021). Branch Head Horamavu Branch( May 2021- April 2022) Branch Head Wilson Garden Branch (May 2023- April 2024) Branch Head Church Street Branch ( May 2024 till date) A proactive planner with dexterity in identifying & adopting emerging trends to achieve organizational objectives and profitability norms & Investments. Proficient in heading the Branch applying Leadership skill, Planning and framing Business Strategies. Possess excellent Interpersonal, Communication and Organizational skills with demonstrated abilities in team management and customer relationship management.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Branch Head - Deputy Vice President
HDFC Bank Ltd
11.2004 - Current
- Key Deliverables:
- Operations Management
- Up skilling staffs based on customer survey updates.
- Interacting with Process and Change Department to resolve operational issues as well as implementing new process & procedural changes.
- Customer Relationship Management
- Resolving Customer Query and providing FCR (First Call Resolution).
- Providing value added customer service to customers, giving information regarding various services and products offered and escalating satisfaction levels.
- Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.
- Quality Management
- Ensuring a high-quality customer experience, analyzing CSAT (Customer Satisfaction), elevating customer satisfaction, while adhering to the SLAs and work processes.
- Charting out action plans for improvement in quality and service standards.
- Handling teams and monitoring their performance, evaluating performance and coaching on improvement areas.
- Training and Development
- Assisting trainers for product training & training the new batches on the floor.
- Conceptualizing & developing need based training modules for developing multi-skilled workforce for cross utilization within sub processes for optimum efficiency.
- Conducting Training Need Analysis for teams based on customer feedback & live monitoring.
- Team Management
- Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members.
- Planning targets, monitoring them and ensuring achievement of the overall targets on a regular basis.
- Creating and sustaining an environment that fosters development opportunities and motivates high performance through effective coaching and career development for the team members.
- Significant Highlights
- Identified training needs analysis to identify gaps as well as ensured that these gaps are bridged.
- Ensured that all members in the unit have high awareness levels on KYC and Anti-money laundering Policy.
- As A Senior Executive
- Efficiently managed a team of 45 staffs as branch Operation Manager.
- Accountable to approve reversals, if required.
- Gave an overall good performance by being in platinum continuously in the dashboard and meeting the targets assigned
- Not only provided service to the customers but also met the criteria of sales through service
- Achievements with Current Employer
- Operation Manager Nov 2004- 2011. Handled a team of 45 members, branch size of 600 Crs.
- Was elevated as Branch Head (Padmanabhanagar Branch) in year (2011-2013), and moved balance sheet from 30 Cr to 90 Cr in 1.5 years. Was responsible for branch breakeven.
- Transferred as Branch Head (Mahadevapura Branch) in year (2013-2015), and moved balance sheet from 75Cr to 120 Cr.
- Elevated as AVP and was transferred to Marathahalli Branch as Branch Head (2015-2017)-250 Cr
- Worked as Branch Head of Bellandur branch (250 Cr), (2017-2020).
- Worked as Branch Head of Jayanagar 4th Block.(May 2020 – Apr 21)- (375 Cr)
- Worked as Branch Head , Horamavu Branch (May 2021- April 2022)-450 Cr
- Worked as Branch Head , Wilson Garden Branch (May 2023- April 2024- 600 Cr
- Presently heading Church Street Branch 1100 Cr since May 2024 till date.
Education
PGDBM (MBA) - Marketing & International Business
M. S. Ramaiah Institute of Management
01.2004
B.Sc (H) - undefined
Bangabasi College
01.2002
10+2 - Science
St. Xaviers College
01.1999
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Goethals Memorial School
Kurseong, Dist: Darjeeling01.1997
Skills
- Industry expertise
- Staff development
- Compliance management
- Sales management
Certification
IRDA Certified (Insurance Regulatory and development Authority)
PERSONAL DOSSIER
English, Hindi, Nepali and Bengali
Timeline
Branch Head - Deputy Vice President
HDFC Bank Ltd
11.2004 - Current
B.Sc (H) - undefined
Bangabasi College
10+2 - Science
St. Xaviers College
undefined
Goethals Memorial School
PGDBM (MBA) - Marketing & International Business
M. S. Ramaiah Institute of Management
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