Ritika Sumra
Assistant Manager -Imperia Relationship Manager
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
5
5
years of professional experience
45
45
years of post-secondary education
Work History
Assistant Manager
HDFC Bank
01.2024 - Current
- Ensure banking targets are met with of focus on defined income objectives.
- Ensure base penetration is done with all relevant products.
- Customer level profitability objectives to be met by self and team (10%).
- AUM Growth objectives to be met self and team (10%).
- Minimum objective 10% growth in AUM for self-based for RM and self & team level for Senior RM.
- Client sign-on objectives as defined by Business Head (10%).
- Minimum client sign-on objectives as defined by RH/BH including new bank clients to be achieved.
- Focus to ensure conversions from existing bank clients by offering PBG services to other eligible managed clients.
- Customer Relationship Management Objective (10%).
- Ensure that the Quality of Customer Interactions updated in the CRM system is as per the desk requirement.
- Ensuring the Desk policy of Client Contact Management and Personal Meetings is adhered to and the same is updated in CRM within prescribed timelines.
- Client Solutions and Product Mix Objective (10%).
- Benchmarked minimum levels of delivery on products around customer needs.
- Customer feedback on the solutions provided by RM on the customer requirements.
- Functional/Industry Knowledge.
- To keep updated on functional and industry knowledge.
- Developing people & relationships.
- Sets positive example guides staff members through new tasks and builds rapport with others.
- Research excellence.
- Strong level of knowledge in equity and related areas.
Associate Senior Executive
Info Edge
04.2022 - 01.2024
- Handling clients inbound and outbound calls.
- Maintained positive working relationship with fellow staff and management.
- Identified needs of customers properly and efficiently.
- Identified areas of improvement, narrowing focus for decision makers in doing necessary.
- Knowledge of working on CRM tools.
- Displayed strong telephone etiquette, effectively handling escalation calls.
Customer Service Executive
Homafy
02.2020 - 04.2022
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Consulted with customers regarding needs and addressed concerns.
- Explained benefits and advantages of different products offering to customers.
- Updated Account information after customer calls.
Service Consultant
PolicyBazaar
10.2020 - 01.2021
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Consulted with customers regarding needs and addressed concerns.
- Explained benefits and advantages of different products offering to customer.
- Updated Account information after customer calls.
Education
Ph.D. - Human Resources Management
Sunrise University
Alwar, India 04.2001 - 01.2026
MBA - Human Resources Management
Bhartiya Vidya Bhawan
04.2001 - 01.2022
BBA - undefined
Jagan Institute of Management Studies (JIMS)
Skills
- Customer engagement
- Client relationship management
- Conflict resolution management
- Human resources coordination
- Employee relations support
- Service team coordination
- Customer service expertise
- Process optimization expertise
- Conflict resolution
- Operations management
- CRM software proficiency
- Collaborative team management
Timeline
Assistant Manager
HDFC Bank
01.2024 - Current
Associate Senior Executive
Info Edge
04.2022 - 01.2024
Service Consultant
PolicyBazaar
10.2020 - 01.2021
Customer Service Executive
Homafy
02.2020 - 04.2022
Ph.D. - Human Resources Management
Sunrise University
04.2001 - 01.2026
MBA - Human Resources Management
Bhartiya Vidya Bhawan
04.2001 - 01.2022
BBA - undefined
Jagan Institute of Management Studies (JIMS)
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