Rishika Virmani
Gurgaon
Summary
Career span of over 8+ years with wide experience in dealing with E-Com/Startup/Fintech/MNC/SME corporates. Providing solutions in Payments & Collections, Digital Banking, Trade & Forex, Business Banking. Expertise in stakeholder management, training and development, team management and problem solving.
Overview
9
9
years of professional experience
Work History
Branch Manager
ICICI Bank Limited
Gurgaon
11.2015 - Current
- Managing Profitability of the Business Centre through fiscal year
- Attained PAN India Rank 1 in New Business Centre Category in FY'24
- Providing analytical support to the Business Team and accelerating numbers through implementation of aligned strategies
- Adhering to the Compliance reporting by team to the required Internal and Regulatory Authorities
- Driving business growth through 15+ team members across different verticals
- Responsible for training of NTB (New to Bank) & NTR (New to Role) employees
- Responsible for resolving customer escalations - maintained 0% escalation rate in FY'24
Zonal Service Manager
ICICI Bank Limited
Gurgaon
11.2015 - Current
- Provided analytical support on profitability and escalations data points to the Business Strategy and Performance Management Teams
- Prepared presentations on Monthly/Quarterly Profitability and identifying key improvement areas to senior leadership team
- Determined work procedures and designed implementation plan across 6 Regions and 45 Branches
- Implemented Pilot projects/ Initiatives for Central Product and Process Teams and provided feedback to the key internal stakeholders
- Managing Service Quality KPI i.e
- NPS >82% across 45 branches
Product Specialist
ICICI Bank Limited
Gurgaon
11.2015 - Current
- Achieved Operating Income for the Branch by driving Affluent Relationship Managers and guiding them about product and processes of all the Retail Banking/ SES Products
- Ensured precise on-boarding of the Customers through correct channel by understanding need and worth of the client
- Resolved critical inter-departmental escalations to increase customer retention rates
- Analyzed 360 Degree Profiling of the client and provided guidance to the team to accelarate business numbers through a better understanding of the Strategy
Trade Service Manager
ICICI Bank Limited
Gurgaon
11.2015 - Current
- Managed team of 4 Trade Desk Managers for day-to-day operations
- Provided all import/export related reporting to RBI and other regulatory authorities
- Monitored issues pertaining to Service Quality and Compliances of the 12 mapped branches
- Monitored Foreign Trade Transactions processing as per FEMA/ RBI/ Regulatory Guidelines
- Adhered to KYC (Know Your Customer) / AML (Anti Money Laundering) Policy as per RBI Guidelines
- Ensured EDD of the customer in accordance with their transactions and validated their line of business with the line of the transactions
- Investigated and resolved customer inquiries and complaints in an empathetic manner
- Handled Audit for the branch and ensuring adherence to RBI Guidelines and compliance to internal processes of the bank
Customer Service Manager
ICICI Bank Limited
Gurgaon
11.2015 - Current
- Ensuring excellent customer service which includes query resolution of the customer, completion of the task within the given TAT, after sales service, handling of complaints and customer retention
- Achieved 100% CSAT
- Managing relationship with the existing client base (General Banking), ensuring consistent service levels
- Ensuring smooth processing of transactions without any process lapses
- Achieved Accuracy rate of 99.8%
Education
PGDB -
Manipal University
01.2015
BCOM Honours -
Sri Venkateswara College, Delhi University
01.2014
Senior Secondary School -
CBSE
01.2011
High School -
CBSE
01.2009
Skills
- Leadership
- Teamwork
- Conflict Resolution
- Interpersonal Communication
- Problem Solving
- Time Management
- Crisis Management
- Risk Analysis
- Relationship Building
- Financial Planning and Management
- Operational Tracking and Reporting
- CRM & Product Road-mapping
- Product and Process Management
Trainings Certifications Skills
Data Science (IIM Kozikode), NISM, IRDA, Leadership, Teamwork, Conflict Resolution, Interpersonal Communication, Problem Solving, Time Management, Crisis Management, Risk Analysis, Relationship Building, Financial Planning and Management, Operational Tracking and Reporting, CRM & Product Road-mapping, Product and Process Management
Timeline
Branch Manager
ICICI Bank Limited
11.2015 - Current
Zonal Service Manager
ICICI Bank Limited
11.2015 - Current
Product Specialist
ICICI Bank Limited
11.2015 - Current
Trade Service Manager
ICICI Bank Limited
11.2015 - Current
Customer Service Manager
ICICI Bank Limited
11.2015 - Current
PGDB -
Manipal University
BCOM Honours -
Sri Venkateswara College, Delhi University
Senior Secondary School -
CBSE
High School -
CBSE
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