Summary
Work History
Education
Skills
Accomplishments
Personal Information
Languages
Disclaimer
References
Languages
Timeline
Generic
PADMINI A

PADMINI A

Chennai

Summary

Operations manager with experience of successfully coordinating the activities of various departments concerned with the production, pricing, sales, and distribution of products & services. Comfortable working with people of all levels and having a excellent commercial approach to solving problems and developing business processes. Having proven people management skills, with the ability to manage performance and motivate staff on an individual and team level. Now looking for a new and challenging managerial or consultancy position, one which will make best use of my existing skills and experience and also further my personal and professional development. Overall carry 17 plus years experience in Banking domain.

Work History

State Head Training & Quality Manager- AVP(Premium Banking)

HDFC Bank
  • Development of Unit Trainers on product, process, quality monitoring
  • Skills VRM, VRBH through workshops
  • Focus on Top class Customer experience (NPS) across units
  • Onboard and train new hire TQMs
  • Audit & monitor on high quality of service and sales
  • Ensuring strict adherence to Audit & Compliance
  • Responsible for Productivity and Quality excellence of New and Existing TQM
  • Managing a Team of 11 TQMs with 410 Relationship Managers
  • Support Units with innovative Training on Service and sales aspects.

Training & Quality Manager (Premium Banking)

HDFC Bank
  • Conducting Training for the New Hire and on Job Training for the Unit
  • Hand holding the Personal Banker to improve on Process Improvement Conducting daily refresher Training, Call monitoring, and team based quality check tests
  • Work on the defect analysis through call barging and quality checks
  • Responsibility to enhance Sales performance Ensuring strict adherence to Audit & Compliance
  • Responsible for Productivity and Quality excellence of New and Existing Employees
  • Managing a Team of 90 Relationship Managers.

Manager - Operation (Premium Banking)

HDFC Bank
  • Managed a team of 10 Personal Bankers& ensured Portfolio objectives
  • Responsible for the Leads & Income productivity of the Team Handling Escalation Calls and convincing the same Customer into Sales Calls
  • Expertise in Insurance product sales Handling team requirements like shrinkage, attrition, monthly performance reviews, etc., Easily approachable & people-oriented Leader
  • Ensure minimum attrition
  • Driving the team towards targets and meeting client requirements Motivating the team members to grow to higher positions within the organization Recruiting Personal Bankers at Regular Intervals Coordinating with the Assets sales Manager for the Loan disbursement
  • Maintaining one to one review with my Team Members periodically
  • Managing customer requirements and instructions Handling complaints escalated to MD/PNO & closing the Complaints within the Tat.

Virtual Relationship Manager (Premium Banking)

ADFC Pvt Ltd (HDFC Bank)
  • To manage HNI customer Portfolio
  • Building relationship with the customers and closing the right product to the Customer basis their Profile
  • Explaining the benefits of cross-sell products and offering respective cross-sell Products in a special offer price
  • Coordinating with different departments of HDFC across India for various Customer queries and resolution Achieving Income and Sales from the Portfolio allocated month on month basis Acquiring Current Account & Saving Account
  • Managing HNI customers
  • Segregating MIS for MTD and YTD
  • Building relationship and cross sell of financial products to their needs
  • Monitoring portfolio debts, credits, increasing book size of the portfolio
  • Managing customer query and closing complaints within TAT
  • Handling cheque clearance, handling welcome desk
  • Managing customer request and closing within TAT.

Liability & Asset Customer Care Executive - Phone Banking

ADFC Pvt Ltd(HDFC Bank)
  • Handling inbound calls for HDFC Account holders/Loan customers Making Service calls to existing customers Handling Complaints logged by Account and loan holders Resolving and working on complaints till the same is completely resolved Convincing Irate Customer and getting sales from them.

Customer Service Executive - Mobi Link

Tata Tele Service
  • To make outbound calls for Outstanding payment due
  • To handle 60 DPD (Bucket 1) customers To retain the customers, reducing the Settlement issues
  • Ensuring the customers are not future defaulters by resolving the queries Handling inbound Customer and resolving their billing queries Sales-Convincing the Customer to avail the Product of Tata Teleservice

Education

Bachelor of Arts in History -

Madras University
05.2003

Diploma in GNIIT -

NIIT

X -

Matriculation Higher Secondary Education

Skills

  • Handled Private & Premium Virtual Relationship Banking processes
  • Revenue Management – Handling Sales in Assets, Liabilities, Bancassurance & TPP Products
  • Compliance & Audit – Unit Exception Handling: Managing Internal & External Audits- MIS & Report Management
  • Customer Grievance Management – Handle & Manage Escalations & Customer Complaints
  • Effective Customer Experience is managed through dedicated Training & Quality Process
  • Digital Banking Sales Management Expert
  • Performance management
  • Financial control
  • Customer satisfaction
  • Recruitment
  • Staff training
  • Margin Performance
  • Commercial awareness
  • Operations Management
  • Performance Management
  • Staff Development
  • Financial Management
  • Lead Generation
  • Team Leadership
  • Time Management
  • Sales Techniques
  • Project Management
  • Customer Relationship Management (CRM)
  • Salesforce Management

Accomplishments

  • Secured Exceeds expectation Performance & Outstanding rating for 6 Consecutive Financial years.
  • Key performer award for consecutive 2 years.
  • Won Outstanding Achievement Awards for 4 Consecutive Financial Years.
  • Awarded Top Quality & Training Manager in Pan India (17-18)
  • Top Supervisor in Pan India for Income Achievement (FY 11-12)
  • Won many Awards & Training Program (Domestic & International) for Life Insurance Contest.(Consistent Qualifier in all FY)
  • Received Silver Star awards from HR.
  • Won many Local level contest in Team Building, Achieving more than the set Number of Targets from Liabilities & Asset Products.
  • Month on Months Complaint Closure at the Given Tat.
  • Revenue target achieved more than 100% year on year.
  • Promoted to Complaints handling team, in ADFC Ltd within 6 months.
  • Promoted to Asset (Loan) Customer Service within 1year in ADFC Ltd.

Personal Information

  • Father's Name: M.Annamalai
  • Date of Birth: 10/16/80

Languages

Tamil, English

Disclaimer

I hereby declare that the information furnished above is true to the best of my knowledge.

References

Available on request.

Languages

English
First Language
Tamil
Upper Intermediate (B2)
B2
Hindi
Beginner
A1
Telugu
Beginner
A1

Timeline

State Head Training & Quality Manager- AVP(Premium Banking)

HDFC Bank

Training & Quality Manager (Premium Banking)

HDFC Bank

Manager - Operation (Premium Banking)

HDFC Bank

Virtual Relationship Manager (Premium Banking)

ADFC Pvt Ltd (HDFC Bank)

Liability & Asset Customer Care Executive - Phone Banking

ADFC Pvt Ltd(HDFC Bank)

Customer Service Executive - Mobi Link

Tata Tele Service

Bachelor of Arts in History -

Madras University

Diploma in GNIIT -

NIIT

X -

Matriculation Higher Secondary Education
PADMINI A