Rachna Chawla
Banker
New Delhi
Summary
Goal-oriented manager with distinguished experience in banking industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent.
Overview
14
14
years of professional experience
Work History
Virtual Relationship Banking Head
HDFC Bank Ltd
New Delhi
10.2021 - Current
- Responsible for driving a team of 13 Virtual Relationship Managers handling portfolio of eligible Imperia and Preferred customers in order to achieve the targets set and that all regulatory requirements are followed.
- Managing a portfolio of over 13000 HNI Clients with EOP balance of 1254 Cr .
- Meeting HNI clients to understand their needs and for business enhancement .
- Maintained knowledge on banking products and distribution to provide optimal service support.
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
- Led employee relations through effective communication, coaching, training, and development.
- Implemented training programs to maximise team member development and potential.
- Cultivated positive, productive team environments, resolving conflicts quickly.
- Analyzed team performance data to provide meaningful insights, enabling informed decision-making.
- Delivered regular team meetings for aligned work towards common goals.
- Aligned team goals and objectives with organizational strategy, aiding business growth.
- Income generation through a right blend of enhancement of CASA balance and through cross sell of appropriate products .
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Participated in Industry events like MDRT Malaysia .
- Qualified for programs like MDRT South Korea /BH Inner Circle etc
Imperia Relationship Manager
HDFC Bank Ltd
New Delhi
09.2020 - 09.2021
- Catered to all the financial needs of high net worth individuals ,corporations and top nice clients
- Attained a high accuracy of analysis while doing asset allocation by adjusting inflation and considering future value of money in order to provide the best investment solutions to the client .
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Achieved goals for sale of bank products and services and exceeded performance metrics for customer service.
- Maintained knowledge on banking products and distribution to provide optimal service support.
- Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
- Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
- Client meetings for business enhancement and relationship building
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Participated in staff meetings to discuss innovative strategies to improve services.
- Consistent top performer and been awarded multiple times for exceptional performance .
Preferred Relationship Manager
HDFC Bank Ltd
New Delhi
07.2018 - 08.2020
- Analyzed customer data to identify areas of improvement and maximize customer satisfaction.
- Created and maintained databases to track customer discussions and preferences for accurate, updated records.
- Maintained knowledge on banking products and distribution to provide optimal service support.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- One point of contact for all requirement of high net worth clients in the channel
- Enhance the Overall value/Book size of the portfolio
- Sales target spread across Liabilities/Retails assets ,Business banking ,Life Insurance ,Forex ,Credit Cards ,Online trading etc .
Sr (Lead) Supervisor -Business Development
Jindal Intellicom Ltd
New Delhi
06.2013 - 10.2016
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Delivered superior customer service in every interaction and skillfully resolved conflicts.
- Forecasted department labor requirements and established accurate budgets to cover expected demands.
- Evolved existing capabilities by implementing process improvements and eliminating unnecessary waste and bottlenecks.
- Owning the entire lead generation for the region starting from identifying sectors ,approaching key contacts and setting up first and second level meetings
- Searching of new Request for proposals (RFPs) available online and doing other activities to increase the number and quality of lead generation online.
- Responsible for relevant business communication and up-to-date record management ,reporting of Sales figures including Opportunities generated ,Lead/Demand generated.
- Pitched ideas for business development to executive team and gave in-depth presentations to clients using effective public speaking skills
- Completed and submitted monthly and yearly reports to support executive decision making
- Negotiated, prepared, and signed contracts with clients
- Prospected for new business opportunities via cold calling, using lead generation lists and networking
- Collaborated with company departments to develop new strategies to capitalize on emerging customer and market trends
Contact Associate
Jindal Intellicom Ltd
New Delhi
02.2011 - 03.2013
- Delivered service to customers within agreed-upon service levels and established performance standards.
- Performed high-quality customer service in fast-paced, high call volume environment.
- Responded proactively and positively to rapid change.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed and updated databases to handle customer data.
- Met customer call guidelines for service levels, handle time and productivity.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Highly experienced in virtual and actual collections of outstanding payments
- Hands on experience in soliciting payments from delinquent accounts
Senior Associate-Customer Service
Wipro BPO Ltd
Okhla
10.2009 - 01.2011
- Spoke to customers in native language to increase loyalty and establish relationships.
- Assigned tasks to lower-level personnel based on qualifications and skills set.
- Approached each problem with fresh mind and analytical strategies to quickly resolve concerns.
- Served as liaison, facilitating communication between management and associates.
- Coordinating with Technical support team in handling issues
- Ensured that all the requests ,queries and complaint of customer responded in a timely and professional manner .
- Awarded as best Debt Collector for 5 Consecutive months
Education
Bachelor of Commerce - Accounting
University of Delhi
New Delhi 04.2007 - 05.2010
High School - Accountancy
Sarvodya Kanya Vidhalya
New Delhi 04.2005 - 03.2007
Skills
New business generation
Customer portfolio management
Investment and Wealth Planning
Financial planning processes
Relationship building and management
Banking
Wealth management offerings
Loans
Service support
Timeline
Virtual Relationship Banking Head
HDFC Bank Ltd
10.2021 - Current
Imperia Relationship Manager
HDFC Bank Ltd
09.2020 - 09.2021
Preferred Relationship Manager
HDFC Bank Ltd
07.2018 - 08.2020
Sr (Lead) Supervisor -Business Development
Jindal Intellicom Ltd
06.2013 - 10.2016
Contact Associate
Jindal Intellicom Ltd
02.2011 - 03.2013
Senior Associate-Customer Service
Wipro BPO Ltd
10.2009 - 01.2011
Bachelor of Commerce - Accounting
University of Delhi
04.2007 - 05.2010
High School - Accountancy
Sarvodya Kanya Vidhalya
04.2005 - 03.2007