Priya Shukla
Branch Operations Manager
Gurgaon
Summary
Results-driven Branch Operations Manager at Tata Capital Housing Finance Ltd with expertise in strategic planning and compliance reporting. Successfully enhanced loan processing efficiency and customer satisfaction through effective staff supervision and problem resolution. Proven ability to streamline operations and foster collaboration across teams, ensuring adherence to regulatory standards.
Overview
14
14
years of professional experience
Work History
Branch Operations Manager
Tata Capital Housing Finance Ltd
07.2025 - Current
- Managed branch operations, ensuring smooth loan processing, disbursement coordination, and daily workflow control.
- Reviewed KYC, documentation, and file completion to maintain compliance with housing finance policies.
- Coordinated with sales, credit, and operations teams to resolve application discrepancies and accelerate closures.
- Monitored branch MIS, cash management, and operational reports for accuracy and timely submission.
Manager - Customer Service
Truhome Finance Ltd
11.2022 - 07.2025
- Managed customer queries and escalations, ensuring timely resolution across phone, email, and branch channels.
- Reviewed service requests for accuracy, maintaining compliance with finance policies and internal procedures.
- Coordinated follow-up actions with operations teams to close customer complaints and prevent recurring issues.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
Assistant Manager
PNB Housing Finance Ltd
11.2015 - 11.2022
- Coordinated home loan login, sanction, and disbursement workflows across sales, credit, and operations teams.
- Reviewed loan documents, KYC records, and income proofs for accuracy and policy compliance.
- Monitored case progress in LOS and LMS, resolving exceptions and reducing processing delays.
- Prepared credit notes, disbursement packs, and post-sanction documentation for smooth approvals.
- Ensured adherence to RBI guidelines, internal controls, and audit requirements across loan operations.
- Supported branch teams with process guidance, escalation handling, and issue resolution for mortgage cases.
- Improved customer satisfaction by addressing and resolving complaints promptly.
Customer Relations Manager
ICICI Bank Ltd
03.2013 - 11.2015
Education
Bachelor of Commerce -
Satyawati College
New Delhi MBA -
Symbiosis Centre For Distance Learning
DelhiSkills
Strategic planning
Opening and closing procedures
Staff supervision
Compliance reporting
Timeline
Branch Operations Manager
Tata Capital Housing Finance Ltd
07.2025 - Current
Manager - Customer Service
Truhome Finance Ltd
11.2022 - 07.2025
Assistant Manager
PNB Housing Finance Ltd
11.2015 - 11.2022
Customer Relations Manager
ICICI Bank Ltd
03.2013 - 11.2015
Bachelor of Commerce -
Satyawati College
MBA -
Symbiosis Centre For Distance Learning