Richa Behl
Operations Head: Retail Banking
Bengaluru
Summary
Proven Branch Operations Manager at Axis Bank with a track record of enhancing customer satisfaction and boosting branch efficiency. Skilled in staff supervision and compliance reviews, I spearheaded initiatives that improved productivity by streamlining processes. My leadership also fostered employee development, contributing to a positive work environment and higher retention rates.
Overview
15
15
years of professional experience
Work History
Branch Operations Manager
Axis Bank
09.2023 - Current
- Enhanced customer satisfaction through effective communication and prompt resolution of issues.
- Assisted in managing sales targets alongside generating leads for potential clients.
- Identified opportunities to improve business process flows and productivity.
- Organized office operations and procedures.
- Oversaw inventory management, reducing waste and maintaining optimal stock levels.
- Coordinated staff scheduling, ensuring adequate coverage during peak hours and holidays.
- Improved branch efficiency by streamlining processes and procedures for daily operations.
- Boosted employee retention by fostering a positive work environment and providing ongoing support and training.
- Managed daily branch operations for optimal productivity and customer satisfaction.
- Performed monthly compliance checks.
- Contributed to ongoing process improvements that led to increased efficiency across various aspects of branch operations.
- Resolved various issues impacting sales management and business operations.
- Developed strategic plans for day-to-day financial operations.
Branch Relationship Officer
Axis Bank Ltd
01.2017 - 12.2020
- Enhanced customer retention through proactive communication and timely resolution of issues or inquiries.
- Supported branch operations by adhering to compliance guidelines, mitigating risk, and maintaining accurate records.
- Developed a deep understanding of bank products, staying current on industry trends to better serve clients'' needs.
- Provided exceptional service during high-pressure situations, maintaining professionalism while resolving customer conflicts effectively.
- Strengthened branch performance through effective cross-selling of bank products and services.
Teller Authorizer
Axis Bank Ltd
02.2013 - 12.2017
- Maintained up-to-date knowledge on banking regulations and compliance requirements, applying them in daily tasks.
- Provided personalized service to clients, building strong relationships that fostered loyalty and trust.
- Handled high volumes of financial transactions during peak hours while maintaining accuracy and efficiency.
- Conducted regular audits of teller drawers, identifying discrepancies and implementing corrective actions if necessary.
- Streamlined teller operations for increased productivity and improved customer experience.
- Assisted branch management in developing strategies for improving operational effectiveness and enhancing overall performance metrics.
- Contributed to branch sales goals by cross-selling banking products and services when appropriate.
- Followed up on customer complaints and provided solutions to enhance customer satisfaction.
Teller
HDFC Bank
09.2009 - 02.2013
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Contributed to a positive work environment by demonstrating professionalism, courteousness, and a strong work ethic.
- Maintained accurate records of customer transactions in line with bank procedures.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Followed up on customer complaints and provided solutions to enhance customer satisfaction.
- Provided training to new tellers on bank procedures, systems, and customer service best practices.
- Identified sales opportunities and referred customers to branch partners in financial services.
Education
MBA - Finance
Wigan And Leigh College
New Delhi 04.2001 -
Skills
Staff Supervision
Customer Service
Employee Development
Opening and closing procedures
Sales management and Development
Compliance reviews
Timeline
Branch Operations Manager
Axis Bank
09.2023 - Current
Branch Relationship Officer
Axis Bank Ltd
01.2017 - 12.2020
Teller Authorizer
Axis Bank Ltd
02.2013 - 12.2017
Teller
HDFC Bank
09.2009 - 02.2013
MBA - Finance
Wigan And Leigh College
04.2001 -