Summary
Overview
Work History
Education
Skills
Timeline
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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 -
Richa BehlOperations Head: Retail Banking