Naaz Imtiyaz Mulla
Mira road
Summary
Dynamic professional with extensive experience in retail operations management at AXIS BANK, excelling in fraud detection and customer relationship management. Proven track record in enhancing compliance and operational integrity while fostering strong client relationships. Adept in financial analysis and data-driven decision-making, consistently delivering results that drive business growth.
Overview
5
5
years of professional experience
Work History
Assistant Retail Operations Manager
AXIS BANK
MUMBAI
08.2024 - Current
- Ensured compliance with bank policies and regulatory requirements to safeguard operations.
- Prepared MIS and reports for management.
- Managed fraud detection and mitigation within core banking systems.
- Addressed customer inquiries and resolved issues professionally, fostering positive relationships.
- Recorded transactions and customer interactions accurately to support operational integrity.
- Updated knowledge of company products and services to deliver expert support.
- Compiled reports on sales trends and inventory levels to inform strategic decision-making.
- Established processes to monitor customer satisfaction levels, ensuring alignment with service standards.
- Monitored daily operations, identified issues, and developed solutions to enhance operational effectiveness.
- Handled customer inquiries promptly and professionally while providing quality service.
- Analyzed transaction patterns for suspicious activity and compliance issues.
- Conducted detailed investigations on flagged accounts and transactions.
- Collaborated with cross-functional teams to enhance AML policies and procedures.
- Monitored daily activities to identify potential money laundering risks effectively.
UNIT SALES MANAGER
ICILOMBARD GENERAL INSURANCE COMPANY LTD
09.2022 - 02.2024
- Sales of Group Health insurance, Motor Insurance, Property Insurance, Fire Insurance, Marine Insurance, Transit insurance etc. through banca channel in the assigned territory.
- Conducted training programs in branches to enhance product knowledge and drive sales growth.
- Ensured complete participation and contribution in process level initiatives that may be implemented from time to time to improve efficiency.
- Built and maintained profitable relationships with key customers to foster loyalty and repeat business.
- Resolving customer complaints quickly and efficiently and keeping customer updated on the latest products in order to increase sales.
- Monitored client CD balances monthly and notified clients of any shortfalls promptly.
- Expanded customer base through strategic upselling and cross-selling initiatives.
- Collaborated with management to develop strategic plans for business growth.
- Coordinated with legal and compliance departments to resolve complaints from IRDA/Ombudsman.
- Maintaining Day to Day MIS and sharing it with channel Partner.
SR. RELATIONSHIP MANAGER
PNB MET LIFE FOR PNB BANK
01.2021 - 09.2022
- Developed long-term relationships with clients and helped them achieve their financial goals.
- Reviewed clients' existing portfolios and recommended changes based on their needs.
- Recommended appropriate investments or other financial products that meet clients' needs.
- Coordinated interviews with prospective clients and reviewed existing policies to provide optimal coverage and premium options aligned with financial goals.
- Presented effective, affordable solutions to customers while discussing advantages and disadvantages of each option.
- Coordinated with customers and addressed queries/escalations via mail and phone, ensuring timely support.
- Managed claims process and ensured timely resolution.
- Monitored monthly endorsements and ensured timely completion of tasks.
RELATIONSHIP MANAGER FOR HDFC BANK
TATA AIA
- Pitch to the potential clients, promote the insurance products and service according to the needs of customer.
- Qualify prospect clients before placing them forward in the sales pipeline to increase sales process efficiency.
- Handling complaints pertaining to claims and ensuring that responses are sent out within the regulatory timeline for closure.
- Track weekly performance benchmarks and lead conversion ratio.
- Follow-up with the old leads to optimize business opportunities.
- Analyse complaints on the basis of inputs received from the executive and present the same to the management to take corrective action.
- Provide feedback to senior management on any process related improvement.
- Preparing monthly MIS for relevant channel partner showing trend of cases sharing insights on complaints, way forward for reduction of escalations.
CASHIER
VYANKATESH HOTEL
RATNAGIRI
- Managed transactions with customers using cash registers.
- Scan goods and ensure pricing is accurate.
- Collected payments whether in cash or credit.
- Issued receipts, refunds, change or tickets.
- Redeem stamps and coupons.
- Cross-sell products and introduce new ones.
- Resolved customer complaints, guide them and provide relevant information.
- Greeted customers when entering or leaving the store.
- Maintained clean and tidy checkout areas.
- Track transactions on balance sheets and report any discrepancies.
FINANCIAL CONSULTANT
SHRIKANT PHAGARE
- Intimated clients regarding their premiums due to calls and email prior to due date. Receiving calls from clients as well as associates and solving their queries.
- Maintained Dispatch register, inwards register, client's portfolio registers etc. as and when required.
- Maintained petty cash for office and preparing vouchers for all the office cash expenses responding mails and responding to them.
Education
Masters - commerce, Finance
01-2018
BAF - Bachlor of Accounting &Finance
01-2015
HSC -
01-2012
Skills
- Sales
- Accounting
- Financial Analysis
- Customer service
- Ms excel
- Telemarketing
- Customer Relationship Manager
- Fraud detection
- Data analysis
- Core banking compliance
- Risk assessment
- Anti-money laundering
- Risk mitigation
- Financial reporting
- Retail operations management
Disclaimer
The above furnished particulars are true to the best of my knowledge.
Languages
- English
- Hindi
- Marathi
Personal Information
- Date of Birth: 05/14/94
- Nationality: Indian
Timeline
Assistant Retail Operations Manager
AXIS BANK
08.2024 - Current
UNIT SALES MANAGER
ICILOMBARD GENERAL INSURANCE COMPANY LTD
09.2022 - 02.2024
SR. RELATIONSHIP MANAGER
PNB MET LIFE FOR PNB BANK
01.2021 - 09.2022
FINANCIAL CONSULTANT
SHRIKANT PHAGARE
CASHIER
VYANKATESH HOTEL
RELATIONSHIP MANAGER FOR HDFC BANK
TATA AIA