MOHAMMED SAMIR AKTAR
Team Manager
Bangalore
Summary
My strengths are my dedication and hard work backed with existing knowledge and keen interest towards learning new concepts; I have good technical and analytical skills. These, along with my desire for learning and commitment to excellence, would help me contribute meaningfully to the organization I work for.
Worked as Operations Team Manager and highly skilled in Interpreting data, analyzing results, understanding business change needs, assessing the impact of those changes, RCA with 5 whys analysis, analyzing and documenting requirements and then supporting the communication and delivery of those requirements with relevant parties. With about 14+ years of total experience and out of these 13 years in Banking industry. I have a track record of delivering successful solutions and leading development in high profile large projects such as Redraw & Offset Remediation. It is also worth mentioning that I have an impeccable career record and has always been a strong and outstanding performer throughout my 13 years of work stint with ANZ.
Overview
13
13
years of professional experience
Work History
Operations Team Manager
ANZ BANK
Bangalore
06.2011 - Current
- Manage daily operations, ensuring efficient and effective processing of transactions and adherence to banking policies
- Manage a team of 18 staff members, providing leadership, coaching, and performance evaluations
- Forecast incoming workload and manage volumes to ensure proper staffing levels for meeting SLA and TAT
- When there's excess capacity, reassign staff to other teams as needed and borrow staff during high-volume periods to eliminate overtime
- Maintained standard operating procedures (SOPs) for all operational activities, enhancing consistency and reducing operational errors by 40%
- Conducted regular audits of within servicing department, identifying areas for improvement, and implementing corrective actions that boosted compliance and efficiency
- Collaborate with other departments, including compliance, risk management, and customer service, to ensure seamless operations
- Managed all risk events for the department using 5 Whys analysis and implemented a risk management framework that reduced operational risk incidents by 20% over 2 years
- Provide regular feedback and coaching to staff who are not meeting productivity and utilization standards
- Upskilled team members into new processes to mitigate key man risk, reducing ramp-up time by 30% and significantly enhancing overall team's efficiency
- Provide opportunities to my direct reports across other teams for knowledge transfer to learn new process and support their growth
- Initiated team engagement activities, including learning and development sessions, Fun Fridays, and sports events
- Decreased customer complaint and escalations resolution time by 50% through maintaining 4hrs SLA within the department
- Manage the operations budget, achieving cost savings through efficient resource allocation
- Collaborate with senior leadership to align operational strategies in the department
- Managed relationships with key stakeholders, including onshore partners, regulatory bodies, internal departments etc
- Thorough knowledge of mortgage and lending products, policies and procedures also worked on various servicing functions like, fee & payment reversal, payment posting, reconciliation (offset, redraw & interest), interest rate correction, repayment correction, limit change, loan balance & redraw correction, non-credit critical, bank-initiated renewal, loan re-open and closure, interest margin change etc
- Managed CMOS complaints reporting and reviewed all customer complaints related to servicing on a weekly basis, followed by an RCA using the 5 Whys method
- Prepared analysis reports highlighting problem areas and mitigation plans and presented them to senior management
- Created a share point for the department to ensure all process update, process change, and policy change related information's are provided
- The staffs are required to refer the share point on regular basis to aware of any new updates
- Also conduct quiz on monthly basis.
Audit Clerk
SAMAL AND ASSOCIATES (AUDIT FIRM)
06.2024 - 10.2024
- Prepare financial statements for non-trading and small organizations, reflecting their financial position
- Conduct audit checks to verify the accuracy of all income and expenditure accounts
- Organize financial data for review by the senior audit team
- Identify discrepancies in financial statements, reports, and records
- Submit reports to the chartered accountant.
Assistant Sales Manager
BAJAJ ALLIANZ LIFE INSURANCE CO. LTD.
05.2024 - 06.2024
- Recruit agents and promote life insurance products through them
- Develop and manage sales and marketing plans and strategies
- Motivate the team to achieve sales targets
- Provide telephonic customer service and resolve queries
- Coordinate with sales and marketing units to implement and oversee marketing plans and procedures, and assist in convincing customers
- Collect daily reports from the team and present them to managers.
Education
MBA in Banking and Finance - undefined
Asian School of Business Management
Bhubaneswar, Odisha, IndiaBachelor of Commerce with Accounting Hons - undefined
Dharanidhar College
Keonjhar, Odisha, IndiaHigher Secondary - undefined
Dharanidhar College
Keonjhar, Odisha, India10th - undefined
Raisuan High School
Keonjhar, IndiaSkills
Teradata (execution & Analysis), SQL(Basics)
MS Excel, MS Word, MS PowerPoint
Strategic Planning: Ability to develop long-term strategies and align operational plans with organizational goals
Process Improvement: Expertise in identifying inefficiencies and implementing improvements to optimize operations
Team Leadership: Skill in leading, mentoring, and developing teams to achieve high performance and engagement
Team Engagement: Initiated team engagement in the form of "Mission Max"
Budget Management: Experience in preparing and managing budgets, including cost control and financial forecasting
Data Analysis: Ability to analyse performance metrics and use data to make informed decisions and drive improvements
Customer Focus: Strong focus on customer satisfaction, including handling complaints and ensuring service excellence
Risk Management: Skill in identifying potential risks and developing strategies to mitigate them
Operational Efficiency: Ability to streamline processes and improve operational efficiency to enhance productivity and reduce costs
Problem-Solving: Strong analytical and problem-solving skills to address and resolve complex operational issues
Stakeholder Management: Maintain relationships with various stakeholders, including the onshore partners, product owners, project managers etc
Accoladesandachievements
- Consistently achieved a 100% score in voice surveys.
- Visited Melbourne and successfully migrated a remediation project from Melbourne to Bangalore over a 2-month period.
- Received various awards client appreciations at ANZ.
- Recognized as a "strong and outstanding performer" throughout my career.
- Excelled academically, ranking in the top 10 in Higher Secondary.
- Secured second place in a school debate competition.
- Awarded Best Disciplinary Student in school.
- Completed the Customer CSIA program provided by ANZ.
- Finished 2 days of training on Agile & Lean and 1 day of training on Digital Transformation at ANZ.
- Delivered training content successfully on the Chameleon platform.
Extracurricular Activities
Acted as volunteer in Junior Red Cross. Donated blood at college held by Red Cross. Participated in Social work.
Disclaimer
I hereby declare that the above written particulars are true to the best of my knowledge & belief.
Timeline
Audit Clerk
SAMAL AND ASSOCIATES (AUDIT FIRM)
06.2024 - 10.2024
Assistant Sales Manager
BAJAJ ALLIANZ LIFE INSURANCE CO. LTD.
05.2024 - 06.2024
Operations Team Manager
ANZ BANK
06.2011 - Current
MBA in Banking and Finance - undefined
Asian School of Business Management
Bachelor of Commerce with Accounting Hons - undefined
Dharanidhar College
Higher Secondary - undefined
Dharanidhar College
10th - undefined
Raisuan High School