Mansi tiwari
Summary
Dynamic Service Delivery Manager with extensive experience at IndusInd Bank, excelling in transaction authorization and compliance with RBI guidelines. Proven track record in enhancing customer service and operational efficiency. Skilled in KYC and audit support, leveraging strong analytical abilities and exceptional interpersonal skills to drive service quality improvements.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work History
SDM (SERVICE DELIVERY MANAGER)
INDUSIND BANK
New delhi
12.2023 - Current
- Perform maker-checker authorization for operational and service transactions.
- Ensure compliance with internal policies, audit requirements, and RBI guidelines.
- Monitor and maintain TAT/SLA adherence across branch service requests.
- Conduct operational audits, documentation verification, and account-opening checks.
- Manage branch lobby operations to ensure superior customer experience.
- Track service scorecard and address service quality gaps.
- Handle non-trade and general banking operations.
Customer experience executive (operations)
HDFC BANK
New delhi
10.2022 - 11.2023
- To be the first point contact with the customer in the branch.
- Bal enquiries,for walking customers,brief transaction query,balance confirmation certificate.
- Deliverables,branch locker,grill door and FRFC custodian.
- Reported generating and filling provide customer service and product information.
- Cross sell of direct banking channels to walking customers to deepen relationship.
- Account opening -saving and current account/ fixed deposit.
- Ensure compliance with internal policies, audit requirements, and RBI guidelines.
- Monitor and maintain TAT/SLA adherence across branch service requests.
Debt recovery agent
Hdb financial services
Delhi
10.2017 - 04.2019
- Collect payments on past due bills,handelling software like flexcube,soa ,stats cards,explain penalties, intrest, deadlines,and consequences for failure to company , acknowledgement about CIBIL.
- Handel questions and complaints,negotiate payoff and deadline or payment plans.offer advice or refer customer to seniors if any issue regarding payment of EMI.
- Alert supervisors of debtors unwilling to pay when necessary,comply with requirements when legal action is unavoidable.
Junior relationship executive
Muthoot finance Ltd
07.2016 - 08.2017
- Responsible for attending walk-in customers and educating them about the product and services of the company, accepting and appraising of gold jewellery as per company norms.
- Different operations like sanctioning of loan, customer's interest in the CBS software, Responsible for completion of all account related work in the branch.
- Maintenance of important formats & documents like Gold Loan / Vault / Key Movement / CIT / GIT register / Safe Custody of Gold / Gold Packet Movement Token Lost.
Education
Bachelor of Commerce -
Delhi University
09.2011 - 06.2015
SKV B-3 PASCHIM VIHAR - CBSC Board
SKV NANGLOI CBSC board
Skills
- Banking Operations,
- Transaction Authorization, Maker-Checker Controls,
- KYC & Compliance,
- RBI Guidelines
- Operational Risk,
- Audit Support,
- Customer Service,
- MIS Reporting
Accomplishments
- Certificate and trophy of outstanding performance YTD.
- Medal of honour
- Heavy metal certificate
- BBH Trophy for life insurance drive etc.
Languages
Hindi
First Language
English
Intermediate (B1)
B1
Websites
Timeline
SDM (SERVICE DELIVERY MANAGER)
INDUSIND BANK
12.2023 - Current
Customer experience executive (operations)
HDFC BANK
10.2022 - 11.2023
Debt recovery agent
Hdb financial services
10.2017 - 04.2019
Junior relationship executive
Muthoot finance Ltd
07.2016 - 08.2017
Bachelor of Commerce -
Delhi University
09.2011 - 06.2015
SKV B-3 PASCHIM VIHAR - CBSC Board
SKV NANGLOI CBSC board