PAAKHI SINHA

• Lead a centralized team responsible for processing refund-related service requests from front-end teams, ensuring compliance with turnaround times (TAT) and prioritizing escalations from social media, managing directors, and the Reserve Bank of India (RBI)
• Ensure timely completion of key deliverables while monitoring operational risk metrics to mitigate risks and maintain service integrity
• Oversee the preparation and distribution of management information systems (MIS) and dashboards, providing stakeholders with essential insights for decision-making
• Collaborate with technology teams for the development of systems and user acceptance testing (UAT), ensuring seamless integration and functionality
• Drive initiatives to enhance productivity and reduce overall operational costs by optimizing resources and streamlining processes
• Foster and maintain positive relationships with business stakeholders, promoting collaboration and alignment towards common goals

Throughout my tenure, spanning over 11 and a half years at Axis Bank, I undertook diverse roles, demonstrating adaptability, leadership, and a commitment to excellence.

SBB (Small Business Banking) Central Operations - Oct 2023 to Jan 2024:

• Led Pan-India business loan disbursements, ensuring efficient processing and timely fund disbursal.
• Conducted regular follow-ups for insurance updates in the system for each business loan, ensuring compliance, and risk mitigation.
• Managed stock updates for new and live loans, ensuring accurate documentation and asset valuation.
• Processed service requests within defined turnaround time (TAT), maintaining high customer satisfaction.
• Executed transactions during disbursements with precision to maintain error-free processing, and minimize audit queries.

Retail Asset Centre Area Head – Operations and Customer Service - June 2022 to September 2023:

• Managed a team of 27 resources for operations and service delivery at the largest loan center in India.
• Oversaw document tracking for mortgage, consumer, and auto loan products, ensuring compliance and risk mitigation.
• Ensured error-free transactions and minimal complaints through efficient customer service.
• Supervised resource utilization and capacity planning to meet defined TAT, with zero defects.
• Coordinated with various bank departments to ensure smooth operations, customer service, and audits.

Regional Customer Service Manager (Retail Asset) – Mumbai, Maharashtra/Goa - June 2019 to May 2022:

• Managed a service team of 28 staff, ensuring timely resolution of service requests and complaints.
• Analyzed customer feedback, and implemented improvements to enhance customer satisfaction.
• Organized regular training and development programs for staff to improve service quality.
• Handled escalations, including those to the Nodal Office, MD, and Banking Ombudsman, ensuring prompt resolution.
• Spearheaded cross-selling initiatives for loan products within the region.
• Customer Service Manager, Retail Asset - June 2017 to May 2019; Gold Loan Credit and Operations Manager - August 2012 to May 2017.

• Preparing business reports to apprise management of the routine Business Operations
• Resolving escalated queries of the branch & managing verifications, team leader for Cash (Receipts & Payments) & front office in charge
• Ensuring within TAT services while maintaining service quality
• Ensure adherence & responsible for monitoring Quality Standard

• Responsible for Cash and Customer transactions along with Resolution of customer queries/complaints
• Managing vault limits & vault custodian
• Supervising all non-cash transactions like DD/PO, fund transfer etc
• Management of clearing/ collection cheques
• Promoting all other banking channels and ensuring that the customer is utilizing the same