Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic

Rabiya Noor Afshan

Bangalore

Summary

Insightful banking professional with over 7 years of experience in branch operations and relationship management. Currently serving as a BRO at Axis Bank, specializing in customer relationship management and enhancing client satisfaction. Previously worked as a Branch Operations Manager at Kotak Mahindra Bank, where I successfully led daily branch operations, ensured regulatory compliance, and improved process efficiency.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Branch Relationship Officer

Axis Bank
Bangalore
05.2025 - Current
  • Built strong relationships with clients to enhance customer satisfaction and loyalty.
  • Conducted financial needs assessments to recommend suitable banking products.
  • Managed daily operations of account servicing and transaction processing efficiently.
  • Resolved customer inquiries and complaints, ensuring timely follow-up and resolution.
  • Ensured compliance with bank policies, regulations, and security procedures consistently.
  • Handled cash transactions accurately while balancing daily cash drawer totals at the end of each shift.
  • Analyzed customer requirements and recommended efficient investment products.
  • Promoted insurance and products to individuals and businesses and analyzed and determined financial viability and productivity of target products and services.

Operations and Delivery Manager

TechHighbrows
Bangalore
09.2021 - 02.2024
  • Oversaw daily operations to ensure efficiency and consistency across departments.
  • Recognised and handled issues proactively to create the best possible team makeup and facilitate project completion before deadlines.
  • Coordinated staff schedules to optimize resource allocation and coverage needs.
  • Trained new employees on company policies and standard operating procedures.
  • Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
  • Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
  • Recruited, hired and trained crew members on application of projects, customer relations, and customer service.
  • Collaborated with management team on long-term strategic planning initiatives for the organization.
  • Brought people together to form motivated teams by creating empowering environments to work in and deliver successfully.
  • Identified appropriate contractual frameworks and appropriate suppliers to get best value for clients.
  • Maintaining service level agreements, ensuring service quality, and managing client relationships.
  • Lead a team of technical support specialists and provide support, supervise staff, and provide direction and mentorship in tech support and service delivery.

Branch Operations Manager

Kotak Mahindra Bank
Bangalore
08.2015 - 05.2021
  • Lead the entire Retails Branch Operations Funds Clearance, Cash management, Accounts, ATM Management, Branch level Forex operations, Demat Operations & Mutual Funds Related Transactions.
  • Maintained branch files for major accounts, investments and employees.
  • Set up and supervised cash shipments.
  • Performed monthly compliance checks.
  • Developed and delivered polished back end operations to the senior management in order to highlight product and service quality.
  • Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
  • Complied with regulatory guidelines and requirements.
  • Trained employees on proper procedures and strategies to improve productivity.
  • Interviewed and hired talented individuals with top-level strengths, improving organizational talent and skill set.
  • Gathered and reviewed customer feedback to improve operations.
  • Implemented service improvements to support business & sales teams.
  • Met deadlines by proactively managing individual and team tasks and streamlining processes.
  • Maximised branch revenue by optimising operations.
  • Completed audits and checklists to achieve regulatory compliance.
  • Boosted customer base, acquiring new customers and identifying needs to deliver relevant products.
  • Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
  • Performed appraisals for branch staff and made training recommendations to develop capabilities and skills.
  • Reviewed reports, recommendations and requests from subordinate leadership.
  • Oversaw day-to-day functioning of banking operation.

Customer Support Executive

ING Vysya Bank
Bangalore
08.2014 - 08.2015
  • Maintained extensive knowledge of product range to effectively answer employee and customer queries on product specifications.
  • Effectively managed customer complaints, providing smart solutions or escalating to management.
  • Provided customers with follow-up emails and other documentation as needed to promote customer support excellence.
  • Consistently exceeded productivity targets month-on-month through efficient customer service.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Addressed escalated customer service issues sent from sales and service teams to save customer relationships.

Education

Master of Business Administration -

Sikkim Manipal University
Bangalore
2016

Bachelor of Commerce -

Maharani Women's College
Bangalore
2014

Skills

  • Operational efficiency
  • Financial product knowledge
  • Customer relationship management
  • Time Management
  • Compliance standards & reviews
  • Handling Internal & External audits
  • Staff training and development
  • Performance monitoring
  • Effective communication
  • Ethical conduct
  • Multitasking Abilities
  • Negotiation tactics

Accomplishments

  • Worked directly with senior leadership to develop and administer the annual budget
  • Was appointed as the presiding officer of the internal committee constituted at THB according to the provisions of the Sexual Harassment of Women at Workplace Act
  • Improved NPS reviews by successfully handling customer complaints and implementing monthly staff training.
  • Topped in PAN INDIA and acquired 1st position under service quality in the year 2019-20 YTD
  • Felicitated by Regional head for overall performance for the 1st quarter of 2020.

Certification

  • NISM-Series-VI: Depository Operations
  • IRDAI

Languages

English
First Language
Hindi
Proficient (C2)
C2
Kannada
Upper Intermediate (B2)
B2
Urdu
Advanced (C1)
C1

Timeline

Branch Relationship Officer

Axis Bank
05.2025 - Current

Operations and Delivery Manager

TechHighbrows
09.2021 - 02.2024

Branch Operations Manager

Kotak Mahindra Bank
08.2015 - 05.2021

Customer Support Executive

ING Vysya Bank
08.2014 - 08.2015

Master of Business Administration -

Sikkim Manipal University

Bachelor of Commerce -

Maharani Women's College

Similar Profiles

  • Lakshay Sharma

    Lakshay SharmaLakshay Sharma

    Deputy Manager at Axis Bank (On Payroll Of Axis Bank)Deputy Manager at Axis Bank (On Payroll Of Axis Bank)

  • Preethi V

    Preethi VPreethi V

    Relationship Associate at Axis Bank - Axis Max Life InsuranceRelationship Associate at Axis Bank - Axis Max Life Insurance

  • Prodip Saha

    Prodip SahaProdip Saha

    Collection Officer at HDFC Bank, Bajaj Finance, Axis Bank, IDFC BankCollection Officer at HDFC Bank, Bajaj Finance, Axis Bank, IDFC Bank

  • ANIL BASAK

    ANIL BASAKANIL BASAK

    Sales Manager at Axis Max Life Insurance Co. LTD With (AXIS BANK)Sales Manager at Axis Max Life Insurance Co. LTD With (AXIS BANK)

  • Simran S

    Simran SSimran S

    Travel Consultant at BCD TravelTravel Consultant at BCD Travel

CREATE PROFILE
Rabiya Noor Afshan