Nuthulapati Goutham
Manager ICICI Bank
Secunderabad
Summary
Experienced banking and operations professional with 12+ years of expertise in managing high-performing teams, cultivating client relationships, and driving operational excellence in top financial institutions. Proven track record in business development, risk management, customer service, and client retention. Skilled in addressing operational issues and resolving performance bottlenecks, with the ability to independently direct and manage operational processes. Implementing improvements to achieve desired performance levels is a strength. Strong leadership, communication, and strategic planning skills, combined with extensive knowledge of financial markets and compliance protocols.
Overview
13
13
years of professional experience
5
5
Certificates
Work History
Manager II
ICICI Bank Ltd
08.2023 - Current
- Managed a diverse portfolio of high-net-worth clients, resulting in expanded revenue growth.
- Developed strong relationships with clients, resulting in increased customer satisfaction and retention.
- Utilized effective communication and negotiation skills, resolving disputes between clients and the bank in a professional manner.
- Identified opportunities for cross-selling additional bank products, driving business growth through strategic sales efforts.
- Strengthened client relationships by providing timely and accurate financial advice, leading to increased customer satisfaction.
- Conducted thorough risk assessments for loan applications, ensuring responsible lending practices and minimizing default rates.
- Collaborated with cross-functional teams to develop new products and services tailored to the needs of relationship banking customers.
- Responsible for life cycle management from acquisition to portfolio management of Ultra HNI customers
- Owning business development activities across liabilities, assets and growth of revenue for the bank
Operations Lead
Accenture Solutions Pvt Ltd
05.2016 - 07.2023
- Managed a team of 30 Associates, ensuring Overall performance metrics are met as per SLA
- Oversee day-to-day operations and manage key parameters like utilization, productivity, shrinkage, attrition, quality for the business
- Conducted regular performance assessments, providing constructive feedback and identifying areas for growth and development among team members.
- Design and execute career plans for team members
- Led project teams through all phases of implementation, from initial planning to final execution, ensuring successful completion within defined timelines.
- Conduct performance reviews for team members, prepare scorecard and share feedback on a weekly/monthly basis
- Develop expert understanding of policies, procedures, and operational processes
- Manage daily team activities and ensure the daily operations run smoothly, including management of work distribution, planning capacity, and handling escalations
- Take ownership of KPIs and SLA adherence across multiple workflows, identifying and predicting risks, and effectively communicating them through in-depth reporting
- Work with cross-functional team members to set milestones, communicate project statuses, and identify or address potential setbacks
- Engage and maintain effective relationships with cross-functional partners, stakeholders
Financial Analyst
Wells Fargo India Solutions Pvt Ltd
03.2012 - 05.2016
- Supported clients with all their Bank Account related activities such as Current, Savings, and Loan Accounts.
- Demonstrated empathy towards customers concerns while remaining focused on finding appropriate solutions.
- Managed high volumes of incoming emails while maintaining professional tone and attention to detail in responses.
- Identified trends and patterns in customer inquiries, allowing for proactive solutions to common problems.
- Responded to the customers in a timely manner and resolved their queries pertaining to their personal accounts.
- Performed AML (Anti-Money Laundering): know your customer, customer identification program, suspicious activity reporting, currency transaction reporting and non-compliance.
- Handled and managed escalation calls, customer queries and issues with regards to their personal accounts
- Support onshore team in underwriting of term loans, line of credit and credit card.
- Due diligence, analysis, & reclassification of financial statements, Profit & loss accounts, Balance sheets for the loan
Education
Master Of Business Administration - Finance
JNTU
Bachelor Of Commerce - Taxation
Osmania University
Skills
Team Leadership and Management
Timeline
Manager II
ICICI Bank Ltd
08.2023 - Current
Operations Lead
Accenture Solutions Pvt Ltd
05.2016 - 07.2023
Financial Analyst
Wells Fargo India Solutions Pvt Ltd
03.2012 - 05.2016
Master Of Business Administration - Finance
JNTU
Bachelor Of Commerce - Taxation
Osmania University
Certification
Certified in Information Security Advocate program
Accomplishments
- Best Team Lead for the month of November 2020, March & April 2021
Languages
English, Hindi, Telugu
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