Merwyn Tuscano

Work History

Cluster Support and MIS

Axis Bank Limited

Mumbai

11.2022 - Current

As the Cluster Coordinator for the Virar cluster at Axis Bank, I play a crucial role in orchestrating the seamless operations of 13 branches within the cluster
I serve as the bridge between the cluster head, branch managers, and central oﬃce, facilitating eﬀective communication and ensuring optimal performance across the board
Coached employees through day-to-day work and complex problems.
Coordinated with human resources department to handle payroll and personnel databases.
Entered data, generated reports, and produced tracking documents.
Collected and analyzed business data from various departments to prepare reports and presentations for management.
Prepared agendas and took notes at meetings to archive proceedings.
Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Lead and coordinate the activities of 13 branches within the Virar cluster, ensuring alignment with the bank s strategic objectives
Oversee branch operations, guiding branch managers to uphold exceptional customer service and compliance with policies and procedures
Compile, analyze, and distribute Excel-based Management Information System (MIS) data to the cluster head, branch heads, and central oﬃce
This data includes business performance metrics and insights
Act as a central point of contact, connecting cluster head, branch managers, and central oﬃce teams to foster cohesive communication and collaboration
Provide comprehensive support to the entire cluster, addressing operational challenges, sharing best practices, and facilitating resource allocation
Collaborate with central oﬃce departments to relay information from headquarters to branches and vice versa, ensuring alignment with corporate initiatives
Drive continuous improvement by identifying operational bottlenecks, analyzing data trends, and proposing strategic enhancements
Support branch teams with training, development, and guidance to promote a culture of excellence and growth.

Service Delivery Officer - Deputy Manager

Kotak Mahindra Bank Limited

Mumbai

12.2021 - 10.2022

Held a pivotal role in ensuring eﬃcient and customer-centric banking services
Evaluated customer needs and feedback to drive product and service improvements.
Educated team on organizational mission and goals to help them achieve success.
Collected, arranged, and input information into database system.
I played a crucial part in maintaining operational excellence, customer satisfaction, and contributing to business growth
Lead and manage a team of 5 Service Oﬃcers, providing guidance, training, and support to ensure consistent service delivery and operational eﬃciency
Oversee day-to-day activities of the team, including transaction processing, fund transfers, cash deposits, withdrawals, and NEFT/RTGS transactions
Authorize and verify transactions input by the team in the banking system, ensuring accuracy and adherence to bank policies and procedures
Serve as a joint cash custodian, holding keys to the branch and cash vault
Validate and authorize transactions to prevent errors and maintain security
Provide expertise in identifying and rectifying transaction errors, working collaboratively with the team to ensure data accuracy
Manage the daily ﬁling of reports and vouchers, maintaining accurate records for audits and compliance purposes
Interact directly with customers, addressing their queries, concerns, and providing solutions to enhance their banking experience
Play a pivotal role in generating business opportunities by identifying cross-selling and upselling opportunities to customers
Function as a Relationship Manager for a portfolio of customers, building strong rapport and addressing their ﬁnancial needs.

Personal Banker - Assistant Manager

Yes Bank limited

Mumbai

04.2019 - 12.2022

Serve as a front-line representative, greeting customers and addressing their banking needs promptly and courteously
Actively engage with customers to understand their ﬁnancial goals and recommend appropriate banking solutions
Open and maintain various types of accounts, guiding customers through the account setup process with attention to detail and accuracy
Process a range of ﬁnancial transactions, including deposits, withdrawals, and fund transfers, ensuring compliance and precision
Provide expert advice on banking products and services, tailoring recommendations to align with customers individual needs
Collaborate with cross-functional teams to meet branch targets, contributing to the branch s overall success
Address customer inquiries, concerns, and issue resolution, oﬀering solutions that prioritize customer satisfaction
Play a key role in generating business for the branch by identifying cross-selling and upselling opportunities
Assist with administrative tasks such as document management, record keeping, and maintaining a clean and organized workspace
Stay updated on banking regulations, products, and industry trends to provide accurate and relevant information to customers
Uphold Yes Bank s service standards, ethical principles, and compliance guidelines.
Maintained appropriate filing of personal and professional documentation.
Displayed absolute discretion at handling confidential information.
Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
Balanced cash drawers and vault accounts on daily basis with zero discrepancies.
Established new accounts for high net worth individuals and serviced existing accounts to maximize revenue.
Cross-sold bank products and services to meet customer needs and provide options.
Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
Processed deposits, withdrawals and ACH transfers accurately.
Monitored customer accounts to detect irregularities or suspicious activity.

Analyst

Tech Mahindra business services

Mumbai

06.2017 - 04.2019

In my role at Tech Mahindra Business Services, I had the opportunity to contribute to the Collections Department Subsequently
I was promoted to a Workforce Management (WFM) Analyst, where my responsibilities evolved
Monitored compliance and filing requirements in conjunction with staff and management.
Assessed data modeling and statistics to integrate high-level business processes with data rules.
Cultivated relationships with industry leaders and within company to share tips and information.
As a Call Taking Agent:
Engaged in handling collection calls for customers of the Irish telecom company, 3
Demonstrated excellent communication and negotiation skills to resolve outstanding payments
Assisted customers in understanding their billing and payment details, oﬀering solutions to address their concerns
As a WFM Analyst: Compiled and generated Excel-based reports to analyze workforce performance and trends
Collaborated with international and local stakeholders of the Irish telecom company to share insightful reports
Managed staﬀ scheduling, ensuring optimal utilization of resources and adherence to operational targets
Led incident management on the ﬂoor, addressing issues such as leaves, shifts, and unforeseen challenges
Conducted regular analysis of performance metrics to identify areas for improvement and operational eﬃciency.

Summary

Overview

Work History

Cluster Support and MIS

Service Delivery Officer - Deputy Manager

Personal Banker - Assistant Manager

Analyst

Education

Post Graduation - Masters in Management

Graduation - Bachelor of Commerce - Commerce

Higher Secondary -

High School Diploma -

Skills

Software

Timeline

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