Raghunath Jerna
Bhubaneswar
Summary
Strategic Unit Manager skilled in team leadership, performance monitoring, and compliance management. Experienced in enhancing customer relationship management and developing business strategies to exceed targets. Committed to driving operational improvements and elevating customer satisfaction.
Overview
3
3
Languages
7
7
years of professional experience
Work History
Unit Manager
ICICI Bank
Bhubaneswar
02.2023 - 09.2025
- Managed daily operations and performance of the assigned banking/sales unit.
- Led a team of relationship managers, sales officers, or executives to achieve business targets.
- Monitored team productivity and lead conversion to drive revenue generation through performance tracking.
- Collaborated with other departments to streamline service operations.
- Coordinated training programs for new employees to ensure effective onboarding in banking systems.
- Ensured adherence to RBI regulations, KYC norms, AML compliance, and internal banking policies.
- Ensured proper documentation and verification as per bank compliance standards.
- Developed business strategies that enhanced market penetration and improved customer acquisition.
Team Leader
TATWA Technologies
Bhubaneswar
06.2022 - 01.2023
- Led and managed a team of executives to achieve monthly sales and productivity targets.
- Monitored daily team performance using KPIs, dashboards, and MIS reports to identify areas for improvement.
- Conducted regular coaching, mentoring, and performance feedback sessions to improve team efficiency.
- Ensured high customer satisfaction by resolving escalations and maintaining service quality standards.
- Managed lead allocation, follow-ups, and conversion tracking to enhance lead conversion and support business growth.
- Maintained compliance with RBI guidelines, AML policies, and internal audit requirements.
- Improved team conversion ratio through strategic sales planning and objection-handling techniques.
- Collaborated with quality and operations teams to address error rates and enhance overall customer experience.
Subject Matter Expert
Tech Mahindra
Bhubaneswar
12.2018 - 01.2022
- Act as the primary point of contact for frontline associates. Resolve complex, ambiguous customer issues and handle escalations that require deep product or policy knowledge.
- Conducted audits and quality checks to ensure process metrics—such as turnaround time (TAT), defect rates, and customer satisfaction (CSAT) scores—met Amazon's rigorous standards.
- Investigate operational bottlenecks, duplicate tickets, and process failures to identify underlying problems.
- Redesigned workflows and simplified standard operating procedures (SOPs) to enhance efficiency and identify opportunities for automation or defect elimination.
- Identified ongoing training needs across teams and developed targeted upskilling sessions to minimize human error and ambiguity.
Education
Bachelor of Commerce -
Aska Science College
Ganjam01-2009
Skills
- Business strategy development
- Revenue planning
- Performance monitoring
- Regulatory adherence
- Process improvement
- Customer relationship management
- Team leadership
- Teamwork
Languages
English
Advanced (C1)
C1
Hindi
Proficient (C2)
C2
Odia
Proficient (C2)
C2
Timeline
Unit Manager
ICICI Bank
02.2023 - 09.2025
Team Leader
TATWA Technologies
06.2022 - 01.2023
Subject Matter Expert
Tech Mahindra
12.2018 - 01.2022
Bachelor of Commerce -
Aska Science College