Rachna Chandra

Senior Manager - Branch Services & Operations - Jan 2018 till date:

• Manage 6 branches with a team size of 23
• Servicing an approximate distributor base of 1500+ active distributors across two states with a critical relationships of more than 300 distributors
• Planning: Led end to end planning for introduction of new processes across 40 branches, post RTA transition of CAMS
• Execution and Implementation: Documentation of Policies and Procedures, deploying, maintaining, and upgrading in the most efficient way with the team
• Coordination: Interact and consult with Marketing, IT, Banking and other internal and external sources in regards to changes that result in process improvement
• Innovation: Identified and conceptualized first ever e-OPAT – an Email official point of acceptance of transactions – for commercial and non-commercial request along with Account statement servicing
• Leading a separate team size of 10 members and handling at an average 20,000 transactions/month.
• HNI and High ticket Institutional investments are dealt with through this channel
• Have established clear lines of communication between departments to facilitate efficient information sharing on potential risks and threats.
• Customization: Collaborated with CAMS to implement the Bulk scan workflow for scanning commercial transactions with real time data entry, one of the firsts in the industry
• Technology-Application Management: Detailed understanding of internal CRM features
• External Stakeholder and vendor management: Enabled the entire change management by externally collaborating with CAMS leaders for various projects
• Conducting performance evaluations, compensations, hiring and staffing requirement
• Management of varied issues with significant departmental & business impact
• Collaborated with cross-functional teams to ensure timely product delivery and post-sales support.
• Established robust communication channels within the sales team and services to foster collaboration towards meeting shared goals.
• Maximized distributor engagements with strategic planning, inflow analysis, and targeted approach.
• Fostered strong relationships with key clients to increase customer loyalty and drive repeat business.
• Led successful projects from inception to completion, ensuring timely delivery and stakeholder satisfaction.
• Evaluated performance metrics regularly to identify areas for improvement in customer service standards.
• Provided advice on cluster-related matters, influencing senior stakeholders'' decision-making processes.
• Coordinated cross-functional teams to achieve project milestones while managing risks and resources effectively.
• Reduced operational costs through continuous improvement initiatives and resource optimization techniques.
• Ensured compliance with industry regulations and corporate policies by maintaining a robust internal control environment.
• Maintained strict adherence to regulatory guidelines to ensure compliance during all financial activities.

Additional Updates :

2006 - 2008: Assistant Manager

Correspondence division - Single point of contact (SPOC) for all the letters and e-mails received as grievances to the complaints cell, across India. Handling a team of 22 executives / team leads

2009 - 2012: Assistant Manger

• Moved in for Branch Operations, managing Chennai Cliental base and distributors

2013 - 2017: Manager

• Was handed over additional branches of Rest of Tamil Nadu
• Managed the Branch operations and Distributor relationships of entire Tamil Nadu

Retail Services Collections- Handled queries & complaints related to the card payments, which involved interaction with the customers and correspondence with the bank on a routine basis. Handled a team of 14 agents.

• Developed strong working relationships with staff, fostering a positive work environment.

Branch Operations - Front Desk:

• Prioritized customer query handling and 90% resolution to the escalated issues before closure of the day
• Form log-ins and documentation
• Backend operations, which dealt with corporate sales and retentions, handling of the key accounts and the higher-end accounts, their queries and issues by being the single point of contact for the specific areas.

• Was into soft collections over calls from US based customers for the trucks leased and the services rendered by Penske Truck Leasing in U.S.A.
• Transition batch - Trained in Penske US Headquarters for 5 months and migrated the process to GECIS (GE Capital International Services) - INDIA.