Listening to music, Long Drive & Footall Fan
Manmeet Singh
A Dynamic, Highly Motivated And Result Oriented Professional With Over 13 Years Of Experience In Banking Operations.
Navi Mumbai
Summary
A dynamic, Highly Motivated and Result Oriented professional with over 15 years of experience in Banking, operations. Currently serving as a Service Manager with CITI BANK N.A. Possess significant knowledge about Banking, Trade Services and operations. Significant exposure at handling Banking Operations, error free documentation, resourceful in client service, assessing client queries and providing opt solutions for the same
Overview
15
15
years of professional experience
6
6
years of post-secondary education
1
1
Language
Work History
Service Relationship Manager
Citiank N.A
Mumbai
11.2021 - Current
- Responsible for managing the branch operations and customer experience
- Delivering wealth management services to Citi Private & Citigold clients with guidance from the Banker teams
- Servicing Walk-in Customers both Domestic & NRI‘s by attending to their specific requests
- Responsible for handling all import and export documentation such as Inward and Outward Remittance, Invoices, Bills of Exchange, Transportation Documentation
- Booking and collecting documents for import as per guidelines of uniform rules of collections
- Ensuring 100% Net Promoter Scores (NPS) for the Branch by proactively engaging with the clients and resolving service and product queries
- Monitor transactions and ensure timely processing of transactions and maintain proper records for audit
- Scrutinize and process Mutual Funds transactions, cheque clearing services etc
- Generate leads & cross sell bank products for revenue generation
- Relationship calling to be done on daily basis to check the customer satisfaction level
- Conduct branch sweeps and audits to ensure compliance at the branch
- Train new to bank employees on commercial business processes and documentation
- Query Resolution through emails and coordination with various backend units
- Handling Queue Management System – Ensuring the QMS level is maintained on daily basis
- Coordinate with back office and product teams to ensure timely resolution of client quarries/issues
- Handling day to day activities and operational issues
- Remarkable ability to maintain all bank information confidential
- Monitored issues carefully and reached out to customers to provide immediate resolution and maintain satisfaction.
- Maintained knowledge on banking products and distribution to provide optimal service support.
- Achieved client satisfaction and loyalty by establishing collaborative relationships, facilitating needs assessment.
- Monitored service after sale and implemented quick and effective problem resolutions.
Branch Operations Officer
Citibank NA
Mumbai
07.2019 - 11.2021
- Reviewed new accounts for required documentation.
- Complied with regulatory guidelines and requirements.
- Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
- Completed filings and upheld strict compliance with regulatory agencies and supervisors.
- Processing transactions smoothly like NEFT, RTGS, DMF, and INSURANCE within the cut off timings with Nil Errors.
- Doing monthly review of branch activity as branch compliance officer.
- Scrutinizing of documentation while opening accounts, and ensure that they are as per Know Your Customer (KYC) and Client Acceptance and Anti Money Laundering (CAAML) guideline.
- Maintaining satisfactory ratings for all Regulatory reviews, CCR and concurrent Audits
Head for Sales Operations & Services (SOSH).
Citiank N.A
Ahmedabad
05.2017 - 06.2019
- Managing (Mumbai, Ahmedabad & Baroda) locations as Retail Banking Sales & Distribution division as a location head for Sales Operations & Services (SOSH)
- Key responsibilities in my role were managing quality and control parameters for both the locations, Training and process reiteration to bankers, Regular Sales Audits, Documents Scrutiny, Sweeps & Violation Reporting to Business Controls, Regular interactions with various stake holders like Core Ops, Governance, AML, Business Controls etc,Also to simplify processes with suggestions and new ideas
- Ensuring adherence to due sales process by the sales and distribution team through various reviews, on the spot checks, structured review through call-back etc
- Interface with various stakeholders in the process including core operations, in business controls, AML teams to resolve any process gaps identified
- Responsible for conducting independent regional Sales Audits covering process, policy, branding and actual deployment to ensure the bank’s sales and distribution chain works in a strong and compliant working platform
- Drive First Time Right metric among frontline teams through training and refresher sessions.
- Received and processed stock into inventory management system.
- Used coordination and planning skills to achieve results according to schedule
- Ensure compliance to local regulatory requirements and Citi Vendor Management Guidelines
- Provide leadership guidance, training and coaching to 3rd party vendor staff and conduct regular meetings with units under supervision to disseminate information, new policies
- Additionally managing two teams of 3rd Party vendor at two different locations with total head count of 20+ employees for the processing of Citibank Corporate Salary accounts.
Sales Operations & Services Analyst
Citibank N.A
Mumbai
03.2015 - 04.2017
- Managing quality and control parameters for Location, Training and process reiteration to bankers.
- Prioritize booking of new to bank accounts for HNI clients.
- Drive First Time Right metric among frontline teams through training and refresher sessions.
- Build and review MIS reports to analyze, strategize and recommend process enhancements that bring about better operational efficiency.
- Trained new sales representatives on product and processes to reduce process gaps.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
- Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
CitiPhones Officer, Credit Cards
Citiank N.A
Mumbai
02.2008 - 03.2015
- Provide instant resolution of any queries relating to Credit Cards on Inbound Calls.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Recommended products to customers, thoroughly explaining details.
- Cross-trained and backed up other customer service managers.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Assist in evaluating client financial needs to identify and offer new Citi products and solutions Assist in evaluating client financial needs to identify and offer new Citi products and solutions.
- Communicate the value and benefits associated with Citi products and services to clients.
- Achieve monthly individual/team-based established sales goals.
- The overall objective of this role is to provide resolution to client inquiries while identifying cross sell opportunities e.g. pre-qualified instant loan, personal loan, home loan, insurance products and premium banking accounts like Citi Priority, Citi Gold.
Education
Bachelor of Commerce -
University Of Mumbai
Mumbai 04.2000 - 11.2003
High School Diploma -
Maharashtra State Board
Mumbai 04.1998 - 03.2000
Secondary School Certificate -
Modern English High School
Mumbai 04.1997 - 03.1998
Skills
Service support
undefinedAccomplishments
- Being Remarkable – Client Excellence at CitiPhones 2012.
- Shooting Star Q2-2018– Best SOSH
- Shooting Star Q4-2018– Best SOSH
Interests
Timeline
Service Relationship Manager
Citiank N.A
11.2021 - Current
Branch Operations Officer
Citibank NA
07.2019 - 11.2021
Head for Sales Operations & Services (SOSH).
Citiank N.A
05.2017 - 06.2019
Sales Operations & Services Analyst
Citibank N.A
03.2015 - 04.2017
CitiPhones Officer, Credit Cards
Citiank N.A
02.2008 - 03.2015
Bachelor of Commerce -
University Of Mumbai
04.2000 - 11.2003
High School Diploma -
Maharashtra State Board
04.1998 - 03.2000
Secondary School Certificate -
Modern English High School
04.1997 - 03.1998
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