Ms office
Merwyn Tuscano
Banker
Summary
Successful at excelling in fast-paced, competitive banking environments and also an accomplished MIS Executive. Good sales and customer service abilities paired with data analytical knowledge parallel to in-depth knowledge of bank products and services. Proficient in updating accounts, processing transactions and coordinating records, adept at implementing plans to achieve objectives according to cost, schedule and quality requirements. Strong communicator, planner and problem-solver.
Overview
6
6
years of professional experience
3
3
Languages
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.
Education
Post Graduation - Masters in Management
03.2016 - 06.2018
Graduation - Bachelor of Commerce - Commerce
08.2011 - 11.2015
Higher Secondary -
07.2009 - 06.2011
High School Diploma -
04.2001 -
Skills
MS Excel
Excellent Communication
Power BI
Data analysis
Financial advisement
Customer Handling
Transaction Handling
Training and mentoring
Software
Power Bi
Finacle
CRMNext
Timeline
Cluster Support and MIS - Axis Bank Limited
11.2022 - Current
Service Delivery Officer - Deputy Manager - Kotak Mahindra Bank Limited
12.2021 - 10.2022
Personal Banker - Assistant Manager - Yes Bank limited
04.2019 - 12.2022
Analyst - Tech Mahindra business services
06.2017 - 04.2019
University of Mumbai - Post Graduation, Masters in Management
03.2016 - 06.2018
ST. Gonsalo Garcia College - Graduation - Bachelor of Commerce, Commerce
08.2011 - 11.2015
St. Joseph's Junior College - Higher Secondary,
07.2009 - 06.2011
John XXIII High School - High School Diploma,
04.2001 -