Priyanka Deorukhakar
Mumbai
Summary
Results-oriented Deputy Manager with over 7 years in the banking sector, specializing in conflict resolution and client relationship management. Skilled in coaching teams to enhance collaboration, customer satisfaction, and productivity. Leads project management initiatives and fosters customer retention while adapting to regulatory changes.
Overview
9
9
years of professional experience
Work History
Deputy Manager (Priority Escalations Officer)
IDFC FIRST Bank
Mumbai
06.2022 - Current
- Managed escalations from Managing Director, Reserve Bank of India, Banking Ombudsman and Finance Ministry.
- Ensured timely, error-free resolution of banking ombudsman cases by preparing accurate regulatory responses, coordinating with stakeholders, and submitting complete supporting documentation.
- Prepared and submitted regulatory-compliant responses to banking ombudsman complaints, supported by documentation evidence and internal investigations to ensure timely, accurate case resolution.
- Managed high-priority Section 13(1) notice cases, ensuring swift action, accurate documentation, and adherence to regulatory and organizational requirements.
- Received and analyzed banking ombudsman advisories, re-evaluated cases, and identified appropriate resolution approaches while ensuring strict compliance with regulatory requirements and internal bank policies.
- Reviewed and re-evaluated banking ombudsman advisories to identify resolution strategies while ensuring adherence to regulatory guidance and internal bank policies.
- Performed comprehensive evaluations to determine underlying issues in complaints.
- Facilitated error identification through comprehensive RCA.
- Improved team efficiency by streamlining processes and implementing innovative management strategies.
Deputy Manager (Grievance Redressal Desk)
Kotak Mahindra Bank
Mumbai
01.2020 - 05.2022
- Cultivated positive professional environment, enhancing staff and customer satisfaction.
- Managed escalations at the second-level grievance including direct escalations of the customers received from inbound and other sources.
- Resolved customer complaints by investigating issues and providing solutions. related to CASA (Retail Liabilities) and billing and statement disputes, majorly in Credit Cards.
- Handled service requests for the customer for both Retail Liabilities and Credit card with end-to-end closure.
- Managing escalations/complaints against Branch Banking with timely follow-ups.
- Ensure daily productivity of a minimum of 25 cases with backlogs and pending follow-ups to maintain the FTR and NPS.
- Keeping track of critical cases to avoid BO escalations with timely resolutions.
- Establish correct expectations, enforce reliefs, and resolve through effective communication.
- Identified process gaps and published complaint reports to sales and ops, facilitating corrective actions to mitigate complaints.
Subject Matter Expert
Q Connect
Mumbai
01.2018 - 01.2020
- Trained, coached, and mentored consultants to boost team productivity in credit card services.
- Handled escalations, ensuring efficient end-to-end resolution for customer inquiries.
- Provided personalized service to enhance customer retention and satisfaction while cross-selling bank products.
- Memorized company offerings to deliver prompt and accurate responses to customer queries.
- Maintained high-quality benchmarks and demonstrated exceptional interpersonal skills during customer interactions.
Education
Master of Business Administration - Finance
Welingkar institute of management and studies
MumbaiDiploma of Higher Education - Clinical Research
Jhunjhunwala college
GhatkoparBachelor of Science - Chemistry
B.N.N. college Bhiwandi
BhiwandiSkills
- Regulatory compliance
- Regulatory requirements understanding
- Client Relationship
- Customer relationship building
- Quick decision-making
- Conflict resolution
- Staff coaching
- Training skills
- Team motivation
- Delegation skills
Timeline
Deputy Manager (Priority Escalations Officer)
IDFC FIRST Bank
06.2022 - Current
Deputy Manager (Grievance Redressal Desk)
Kotak Mahindra Bank
01.2020 - 05.2022
Subject Matter Expert
Q Connect
01.2018 - 01.2020
Master of Business Administration - Finance
Welingkar institute of management and studies
Diploma of Higher Education - Clinical Research
Jhunjhunwala college
Bachelor of Science - Chemistry
B.N.N. college Bhiwandi