Rajesh Raman Nair
Palava City, Dombivli
Overview
36
36
years of professional experience
Work History
Asst. Vice President
Bank of New York Mellon
Pune
04.2008 - 04.2024
- Streamlined communication channels between departments, enhancing collaboration and project outcomes.
- Streamlined internal communication to improve team collaboration and productivity.
- Conducted detailed performance reviews, identifying areas for improvement and driving team excellence.
- Deployed resources to cross-functional teams, supporting achievement of broader company goals.
- Built successful business culture focused on performance optimisation and goal attainment.
- Investigated reported incidents to recognise and implement operational improvement requirements.
- Championed the adoption of innovative technologies to enhance service delivery.
- Led cross-functional teams through change management lifecycles, maintaining smooth business function.
- Directed the development and implementation of new operational processes to increase efficiency.
- Managed relationships with key stakeholders, facilitating productive negotiations and securing lucrative contracts.
- Spearheaded cross-functional teams to develop and implement strategic initiatives, enhancing organisational efficiency.
- Developed comprehensive training programmes, enhancing staff capabilities and supporting career progression.
- Implemented rigorous risk management protocols, minimising financial risks and safeguarding company assets.
- Monitored compliance with agreed management systems, enabling prompt identification and remedy of risk factors.
- Fostered strong relationships with stakeholders to support business objectives.
- Led strategic planning and execution to drive company growth and profitability.
- Monitored operations to keep processes aligned with targets and matching forecasts.
- Fostered a culture of continuous improvement, encouraging innovation and efficiency across all departments.
- Managed cross-functional teams to deliver projects on time and budget.
- Analysed market trends to inform product development and competitive strategy.
- Monitored industry trends to keep the company at the forefront of market developments.
- Managed high-value projects within cost, quality and timeframe targets through professional team coordination.
- Oversaw the execution of operational improvements, resulting in a 20% reduction in operational costs.
- Coordinated with IT department to streamline data management processes, improving data accuracy by 30%.
- Chaired regular meetings with department heads to ensure alignment with corporate objectives and milestones.
- Oversaw day-to-day functioning of operations team.
- Raised customer satisfaction, helping to build loyal relationships for improved profit growth.
- Spearheaded corporate social responsibility initiatives to bolster community engagement.
- Coordinated with HR to implement talent acquisition and retention strategies.
- Kept organisation in compliance with regulations and internal requirements.
- Cultivated a culture of excellence and continuous improvement within the organisation.
Customer Service Executive
Union Bank of California
Mumbai
12.1994 - 04.2006
- Maintained excellent customer satisfaction by offering friendly, helpful and informative customer service.
- Communicated with customers through phone calls, online chats and emails to assess customer needs and provide solutions.
- Managed time effectively to handle multiple customer queries simultaneously without compromising service quality.
- Managed all complex complaints, issues and problems to maintain customer satisfaction.
- Followed company regulations, policies and processes.
- Maintained excellent team relationships by helping colleagues during complicated or difficult customer calls.
- Remained calm under pressure to handle customer complaints and solve problems.
- Responded to customer emails with accurate, professional replies.
- Resolved complex customer complaints by investigating issues, proposing solutions, and following up to guarantee satisfaction.
- Managed high volume of customer enquiries via telephone, email, and live chat, providing prompt and courteous responses.
- Provided empathetic support to customers during sensitive situations, building rapport and trust.
- Maintained working knowledge of available products and services for enhanced customer service.
- Handled incoming telephone calls promptly to minimise customer waiting times and enhance customer satisfaction ratings.
- Attended to incoming enquiries within target timeframes.
- Dealt with complex complaints and angry customers professionally and politely, resolving issues with favourable solutions.
- Participated in team meetings to share best practices and updates on customer service initiatives.
- Gave clients information about available products and services to build awareness.
- Conducted customer satisfaction surveys and analysed feedback to recommend improvements in products and services.
- Organised and updated customer records, ensuring data accuracy and confidentiality.
- Attended regular training to enhance performance and expand knowledge.
- Closely monitored and oversaw customer service processes, detecting improvements required to enhance customer satisfaction.
- Handled customer billing errors, researching issues in the system and working to resolve problems and inconsistencies.
- Processed orders, forms, applications, and requests, ensuring accurate and timely completion to enhance customer experience.
- Facilitated communication between customers and management for critical feedback and escalated issues.
- Trained new staff on customer service protocols and systems, fostering a team-oriented environment.
- Coordinated with sales and technical teams to address customer needs, improving communication and service delivery.
- Met demands of high-volume customer enquiries and exceeded performance targets.
- Adapted to new technologies and systems for customer service delivery, enhancing efficiency and customer satisfaction.
- Processed payments for clients and created invoices for outstanding balances.
- Established positive rapport with customers through various channels.
- Developed and implemented customer service policies and procedures, raising the standard of service provided.
- Reviewed submitted complaints and prioritized responses by submission time or other factors.
- Monitored service metrics, prepared reports on trends, and suggested actions to improve service levels.
- Collaborated with marketing to create promotional offers tailored to customer preferences and feedback.
- Wrote professional business correspondence and prepared informational sheets for clients.
Recruitment Coordinator
Jerry Varghese Consultants
Mumbai
01.1993 - 12.1994
- Coordinated recruitment processes, including job postings, candidate screenings, and interview scheduling for efficiency.
- Set appointments and interviews for job candidates via phone and email.
- Prepared regular reports on recruitment activities and outcomes for senior management review.
- Reviewed all CVs using CV tracking systems to shortlist and select candidates for interviews.
- Addressed candidate and employee queries related to recruitment and selection, ensuring high satisfaction levels.
- Organised and arranged interviews with candidates and managers, scheduling times and candidate notes into diaries for manager review.
- Implemented innovative sourcing strategies to tap into passive talent pools and reduce time-to-hire metrics.
- Delivered training sessions to new hires on recruitment best practices and industry standards, enhancing team capabilities.
- Managed communication with candidates, providing timely updates and feedback to maintain engagement.
- Demonstrated outstanding listening and communication skills to obtain information.
- Handled sensitive information with discretion, building trust with clients and candidates alike.
- Managed comprehensive candidate databases, ensuring accurate and up-to-date information for efficient retrieval.
- Collaborated with HR team to develop and update job descriptions that accurately reflect roles.
- Conducted background and reference checks as part of pre-employment screening procedures.
- Displayed emotional intelligence to assess people's character.
- Attended interviews with managers to take notes, ask questions and make decisions with managers on suitable candidates.
- Organised and participated in job fairs and networking events to promote brand awareness and attract potential candidates.
- Oversaw onboarding process for new hires, facilitating smooth integration into the company.
- Analysed recruitment metrics to identify trends and areas for improvement in hiring practices.
- Developed and maintained strong relationships with clients, understanding their unique requirements and providing tailored recruitment solutions.
Secretary
Residency Club
Pune
06.1992 - 01.1993
- Organised and maintained filing systems, both electronic and paper-based, to uphold data confidentiality and ease of access.
- Scanned and photocopied documents for office team members.
- Dealt with confidential and sensitive data and appropriately maintained records.
- Handled incoming calls and enquiries, offering professional assistance and directing to appropriate departments for further action.
- Maintained organised filing system documenting business operations.
- Took accurate and detailed notes at meetings covering agenda items, action points and proposals.
- Organised personal and professional calendars, sending reminders and updates for upcoming meetings and events.
- Generated high-quality reports, documents and presentations.
- Kept stationery and office supplies well stocked to meet operational need.
- Drafted, reviewed, and distributed professional correspondence, including emails, letters, and memos to support business communication.
- Handled emails and written business correspondence on behalf of senior office staff.
- Answered inbound telephone calls promptly, directing clients, vendors and general queries to relevant teams.
- Facilitated smooth operation of office equipment, including photocopiers, scanners, and printers, troubleshooting issues as necessary.
- Coordinated and booked meetings, conferences and client appointments for managers.
- Prepared meeting spaces and equipment for events and presentations.
- Communicated meeting action points to relevant staff for prompt resolution.
- Administered petty cash, processing reimbursements and managing expenses to adhere to budgetary guidelines.
- Established strong professional relationships with personnel at multiple levels whilst remaining flexible to take initiative and meet tight deadlines.
- Processed and distributed incoming correspondence to relevant staff, facilitating team communication.
- Recorded staff absences and communicated to affected teams.
- Liaised with clients, suppliers, and service providers, building strong relationships to support business operations.
- Assisted with payroll preparation and execution, ensuring accurate and timely payment to all staff members.
- Managed diary for senior executives, scheduling meetings and coordinating travel arrangements to optimise time efficiency.
- Collated and organised business documents within orderly systems.
- Generated and distributed invoices to obtain fee payments.
- Oversaw maintenance of office premises, coordinating with cleaning staff and repair technicians to ensure a safe and pleasant working environment.
- Acted with diplomacy and maintained confidentiality when dealing with sensitive issues.
- Monitored inventory of office supplies, placing orders and negotiating with vendors to secure cost-effective solutions.
Office Assistant
VENUS TRADERS
Pune
02.1988 - 06.1992
- Supported staff with clerical tasks for well-maintained office administration.
- Handled confidential information with discretion, maintaining trust and integrity within the office.
- Answered incoming calls, redirecting them to appropriate departments, enhancing communication flow.
- Created filing system for contracts, records and reports.
- Maintained filing systems both electronically and on paper, ensuring easy access to important documents.
- Handled both incoming and outgoing mail for the business to maintain smooth-running external communications.
- Responded to incoming requests for information or forwarded to appropriate individual.
- Received, routed and distributed incoming mail and parcels.
- Organised fair access to office facilities, resources and supplies.
- Supported project teams with administrative tasks, enabling them to meet critical deadlines.
- Communicated ideas clearly across multiple channels to assist staff.
- Provided efficient overflow support to other teams as required to help the company meet deadlines.
- Trained new administrative staff, sharing knowledge and best practices to maintain high standards.
- Maintained stringent records of external correspondence.
- Secured data by following confidentiality procedures.
- Coordinated company events and key client meetings.
- Attended management meetings to draft agendas, take minutes and then follow up on action items.
- Implemented new filing systems to improve document organisation, significantly reducing retrieval time.
- Improved access to information by helping to strengthen internal document control practices.
- Prepared routine business correspondence for office staff.
- Built and maintained strong working relationships across company, communicating clearly across written and verbal formats.
- Proofread and corrected different types of documentation.
- Managed office maintenance issues, liaising with landlords and contractors to resolve problems swiftly.
- Reviewed and updated office policies and procedures, contributing to continuous improvement in operational efficiency.
- Drafted correspondence and documents, upholding the company's professional image in all communications.
- Processed expense claims and invoices, contributing to the efficient financial management of the office.
- Assessed priorities and resources daily to meet deadlines and maximise productivity.
- Replenished first aid boxes and updated emergency contact lists and health and safety requirements.
- Compiled and distributed meeting minutes promptly, ensuring all participants were informed of outcomes and actions.
- Liaised with external suppliers and service providers, ensuring office needs were met promptly and cost-effectively.
- Coordinated travel arrangements for staff, including flights and accommodation, facilitating smooth business operations.
- Assisted with booking flights, hotels, visas and other travel arrangements to ensure smooth-running business travel for staff.
- Carried out weekly tests for lighting system, fire alarms and health and safety risk assessment to keep office environment safe for staff.
Education
Master of Commerce - Cost Accounting
Mahatma Gatyndhi University
Kottayam, Kerala01-1987
Skills
- Strategic planning
- Team building
- Stakeholder management
- Change management
- Performance evaluation
- Risk management
- Process improvement
- Training development
- Project management
- Customer relationship management
- Operational efficiency
- Resource allocation
- Compliance monitoring
- Negotiation strategy
- Team building and training
- Research and Development
- Decision-Making authority
- Performance driving
- Operations management
- Process improvement methodologies
- Regulatory compliance
- Interdepartmental coordination
- Leadership expertise
- Business administration
- Leadership excellence
- Talent acquisition
- Policy development
- Operations oversight
- Contract negotiation
- Policies implementation
- Risk mitigation
- Integrity and ethics
- Crisis resolution
- Innovative thinking
- Performance optimisation
- Visionary planning
- Strategic visioning
- Executive decision-making
- Executive communication
Languages
Marathi
Beginner
A1
Timeline
Asst. Vice President
Bank of New York Mellon
04.2008 - 04.2024
Customer Service Executive
Union Bank of California
12.1994 - 04.2006
Recruitment Coordinator
Jerry Varghese Consultants
01.1993 - 12.1994
Secretary
Residency Club
06.1992 - 01.1993
Office Assistant
VENUS TRADERS
02.1988 - 06.1992
Master of Commerce - Cost Accounting
Mahatma Gatyndhi University