Summary
Overview
Work History
Education
Skills
Websites
Certification
Skills
Timeline
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Ramendra Pratap

Ramendra Pratap

Summary

A service-oriented, results-driven, self-motivated and seasoned Operations & Service Delivery Manager, advocating business operational efficiency through strategizing key priorities and applying process improvement & performance measure techniques; with skills honed rigorously through complex engagements within the Banking & Financial Services' Industry. I am an intuitive decision maker with a broad knowledge of banking products, services, regulations and operations. My forte lies in developing comprehensive operational plans that are commensurate with more comprehensive corporate plans - meticulously steering daily operations to set & achieve goals, continually review processes for improvements with strict adherence to regulatory & procedural compliance and best practices for successful audits and MIS reporting. An inspirational leader, providing clear direction, coaching and support to build a committed, collaborative team that delivers high standards.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Zonal Operations, Service Head & Nodal Officers (A

RBL BANK LTD
Uttar Pradesh, Uttarakhand Jharkhand & Bihar
08.2022 - Current
  • Supervised all retail branch banking operations and customer service management across 30 branches in Uttar Pradesh, Uttarakhand, Jharkhand, and Bihar.
  • Ensure compliance with banking rules, regulations, and procedures; periodic review of progress versus objectives; and ensure clarity of business objectives among staff to achieve the targets.
  • Adequate knowledge, skills, and experience to be able to understand the Money Laundering/Terrorist Financing (ML/TF) risks related to the Bank's activities and business model, including knowledge of the legal and regulatory framework related to the prevention of ML/TF.
  • Implementing the Bank's anti-money laundering compliance policies.
  • Keeping up with the latest AML regulations and laws. Taking protective measures against financial crimes to the bank.
  • Determining the risk level of customers when opening new accounts.
  • Detecting and reporting suspicious transactions. Informing and training colleagues about financial crimes.
  • Stakeholder management and engaging with business heads, product, and IT on emerging and existing risks, and taking constant steps to mitigate such risks through training, interventions, and automation.

Regional Manager (AVP-1& AVP-2)-Branch Monitoring & Support Unit

INDUSIND BANK LTD
06.2018 - 09.2022
  • Working in a dynamic environment where main job function includes Internal Audit of assigned 110 branches, vigilance & monitoring branch compliance from statutory, regulatory & Inspection point of view, AML/KYC audit and their closure and day to day support
  • My role, in the profile, spans across the following areas: Operations Management: Perform risk-based reviews of all Branch activities including transaction Managing & supervising Branch operations with the objective of delivering timely, efficient & productive Banking operational services
  • State Nodal Officer to Reserve Bank of India for handling client complaints in Banking Ombudsman
  • Drive branches to maintain cash holding within cash retention limits, Ensure GL Reconciliation is done promptly
  • Primary responsibility towards strengthening the risk management and risk mitigation model in terms of managing reviewing and implementation of all control and compliance related policies and framework, Conducting Branch Review visits for check of branch operations, systems, control and processes, conducting periodic review of existing processes and control mechanism and propose requisite modification & up gradation of same to ensure watertight controls
  • Ensuring timely preparation of all critical and important regulatory, board and management reporting
  • Conducting adhoc analysis of key important activities of retail banking to understand lapses/ issues and highlighting same for understanding of relevant stakeholder and action in accordance
  • Preparing detailed analysis of overall Initiatives: Leading process level Cross-training initiative, Standardization & reduction of SOPS's and BCP SPOC for BCP testing and implementation across all teams
  • Hiring and staffing: Hiring of New Operations Staffs for the Zone and support for new branches launch
  • Training & facilitation: Ensuring that the training and hand holding mechanism for new joiners work efficiently to enable the team members to provide 'wow factor' for the onshore SME's, tracking of cross-training plans, progress report out as well as identifying and arranging process training/ refresher sessions for team members
  • Key Achievements: Investigated a Fraud of 10 Crore during my tenure in current profile and assisted with case writing with analysis of the facts basis proofs which was directly submitted to MD
  • Investigated, Identified Frauds of funds embezzlements cases during my current profile
  • Awarded with the 'Certificate of Excellence' for the speedy resolution of queries & grievances to maximize client satisfaction level.

Regional Transformation Officer - (Retail Banking & MFI)

JANA SMALL FINANCE BANK LTD.
Jaipur Rajasthan
12.2016 - 05.2018
  • Steering a 4 member operations team across the Rajasthan Bank and MFI branches run the strategic projects rolled by CEO's office include customer acquisitions & servicing, branch administration and vendor management, resolution of service complaint/escalations, timely filing of regulatory reports, cash & clearing management, KYC/AML compliance, reconciliation of branch sundry and routing accounts and visual management of important regulatory guidelines and notices, displayed in the branch
  • I also conducted Quarterly Operations Audit of branches in the Rajasthan Zone
  • As the SPOC for all customer queries/complaints, I was responsible to efficiently respond on service lapses; conducting RCA of product and service deficiency complaints- logged by customers for branches in the cluster and the prompt submission of its report to the CEO's office for action
  • Key Achievements: Successful launch of 8 Bank branches of Jana Small Finance Bank in Rajasthan Region
  • Accredited with the 'Change Leader' certification for successfully training and leading bank staff on culture, process and practice changes undertaken as a key initiative across MFI and bank branches.

Deputy Manager/Manager/ Chief Manager/AVP 1

INDUSIND BANK LTD.
Kanpur/Lucknow
  • Started in 2009 as a Deputy Branch Manager but over the years, progressed to senior roles with increasing responsibilities and complexities
  • With nearly a decade of stint with the bank, I got the opportunity to manage all aspects of front office tasks like customer acquisition and servicing, ensuring business compliance of KYC & AML guidelines, remittance, cash management, MIS and Reporting
  • I was further involved in conducting quarterly flash audits of branches in the area/cluster, worked on periodic MIS reports that included dashboards on service metrics, footfall and service matrix analysis, RCA of issues linked to service deficiency and third-party product performance
  • Working in 'HUB OPERATIONs' gave me the exposure to manage the end to end of, Account Opening, Deliverables management, cheque clearing cycle, managed clearing balances connecting daily with Bank's treasury at Delhi/Local Clearing House, reconciling the clearing account with the clearing house, ECS clearing and returns etc
  • As I grew to the level of Head Hub & BMU(Branch Monitoring Unit), I managed teams handling Back office and Cash area tasks, undertook flash audits of branches in Lucknow/Kanpur/Varanasi/Allahabad cities, audited Bank's Currency Chest and ATM Cash replenishment Agency offices in Lucknow, handled internal Audits ensuring timely closure of observations, and ensured timely filing of statutory and regulatory reports
  • I also conducted class learning sessions and on job training of team members
  • As a BMU where main job function includes Internal Audit of assigned 75 branches, vigilance & monitoring branch compliance from statutory, regulatory & Inspection point of view, AML/KYC audit and their closure
  • Key Achievements: Established the HUB Operation (Regional Processing Center in Lucknow) in the region which undertook back-end operations processing
  • Supervised Clearing operations amounting to a daily average of INR 10-20 million, managing clearing funds for optimum use of the Bank, in liaison with Bank's Treasury and the Local Clearing House
  • Received an Excellence Award for Customer Services by Head Operations Consumer Banking
  • Handle all the complaints which come from RBI through Banking Ombudsman pertaining to Indusind bank branches falling under U.P
  • Zone
  • Conducted regular class room and on the job, training sessions for new staff members to facilitate their learning about Indusind Bank's processes, products and policies.

Cashier/ Service Delivery Officer /Service Delivery Manager

KOTAK MAHINDRA BANK LTD
Kanpur/Mathura
11.2006 - 09.2009
  • Started in 2006 as a Cashier but over the years, progressed to senior roles with increasing responsibilities and complexities Overseeing a 7-member team in the management of the full spectrum of banking operations viz
    Customer servicing (Cash transactions & request processing), KYC/AML compliance, overseeing maintenance & upkeep of branch premises, vendor- management, KYC/AML compliance, etc
    I worked as a custodian for all cash & inventory and the 'Single Point of Contact'(SPOC) for the resolution of all complaints/escalations pertaining to branch service deficiency, as well as that of Central Processing Units (CPU)
    Undertaking continuous training for team members on various products & processes
    Key Achievements: Secured the highest 'Well-controlled' Audit rating for the branch, for review period between Jan'08-Dec'08
    Organized various cost cutting techniques in the bank through specialized training and development.

Education

Bachelor of Art (B.A) -

CSJM University, Kanpur
01.2006

M.A. (Economics) -Result Awaited -

U.P Rajarshi Tandon Open University, Prayagraj

Skills

  • Customer Service Excellence
  • Customer Relationship Management
  • Retail Bank Operations
  • Branch Audits & Inspections
  • Team Management
  • Process Improvements
  • Cross-functional Team Leadership
  • Analytical Insights
  • Compliance & Critical Business/Operational Strategies
  • In-depth knowledge of Retail Banking procedures & Customer Service
  • Client Servicing
  • Root-cause Analysis
  • Change Management
  • Leadership
  • Risk Management
  • Control and Compliance
  • Regulatory Reporting
  • Operations Management
  • Cash Management
  • KYC/AML Compliance
  • Vendor Management
  • Training and Facilitation
  • Internal Audit
  • Fraud Investigation
  • MIS Reporting
  • Cost Optimization
  • MS Office Suite
  • Banking OS: Finacle & Flex Cube
  • CRM
  • Language Proficiency: English & Hindi

Websites

Certification

Advance Banking from IIB

Certified Lean Six Sigma AI Yellow Belt

Skills

MS Office Suite, Banking OS: Finacle' & Flex Cube, Kaipiti, CRM, Jacata, English & Hindi

Timeline

Zonal Operations, Service Head & Nodal Officers (A

RBL BANK LTD
08.2022 - Current

Regional Manager (AVP-1& AVP-2)-Branch Monitoring & Support Unit

INDUSIND BANK LTD
06.2018 - 09.2022

Regional Transformation Officer - (Retail Banking & MFI)

JANA SMALL FINANCE BANK LTD.
12.2016 - 05.2018

Cashier/ Service Delivery Officer /Service Delivery Manager

KOTAK MAHINDRA BANK LTD
11.2006 - 09.2009

Deputy Manager/Manager/ Chief Manager/AVP 1

INDUSIND BANK LTD.

Bachelor of Art (B.A) -

CSJM University, Kanpur

M.A. (Economics) -Result Awaited -

U.P Rajarshi Tandon Open University, Prayagraj

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Ramendra Pratap