Riyaz Ali Jatniwala
Mumbai
Summary
Dynamic Area Manager with a proven track record at Bandhan Bank, driving operational efficiency and achieving significant gold loan targets. Adept in leadership and project management, I successfully minimized NPA status while enhancing customer satisfaction. Recognized for innovative training programs that boosted team performance and sales, demonstrating strong communication and compliance expertise.
Overview
17
17
years of professional experience
Work History
Area Manager (Senior Manger)
Bandhan Bank
06.2024 - Current
- Ensuring Smooth Functioning of the Operations department and Managing & Coordinate with all Cluster Branches.
- Ensuring Adherence to Valuating process and PoliciesMinimizing loss on account of Spurious/ Low purity and theft ornaments and efforts for recovery.
- Timely rectification of observations of Gold inspector/ Internal auditor at branches.
- Ensuring proper team building at branches, hand holding BM and branch team ,identify training needs and co-ordinate need-based training programs facilitate proper marketing activities.
- Daily reporting to territory in-charge and maintain business reports.
- Audit all the Processed Loans Forms, KYC and Ensure that all the Loans processed as per compliance Norms.
- Handling Cluster Branches Audit Report and resolve the Audit Observation in the given Timeline.
- Innovate, plan & implement new ways & means to increase walk ins & attract new customers and retain existing ones and to convert non BEP branches to BEP.
- Focus on Implement of Process and Operations.
- Lead the team of Branch Managers in the Zone and guide them to achieve the Business targets, profitability and productivity targets as well as Operational efficiency.
- Achieve the targets of the Region for gold loans.
- Ensure quality of collaterals / ornaments pledged.
- Timely interest collection by branches and recovery of over dues- minimizing NPA status of accounts as well as auction of gold.
- Ensuring operational efficiency of branches and ensuring systems and procedures are followed by branch staff.
- Ensuring prompt and efficient customer service by branches- prompt resolution of grievances/ customer complaints if any in the region.
- Minimizing loss on account of Spurious/ Low purity and theft ornaments and efforts for recovery.
- Timely rectification of observations of Gold inspector/ IEnsure quality of collaterals / ornaments pledged.
- Timely interest collection by branches and recovery of over dues- minimizing NPA status of accounts as well as auction of gold.
Sales Manager Gold Loan
HDFC Bank
10.2019 - 06.2024
- Increased gold loan sales by 125% from the phone banking unit (one of the alternate channels).
- Hired and trained 20+ employees on gold loan products ,customer service and consultative selling techniquesCurrently Managing a team of 6 employees who are achieving given targets & earning incentives every month.
- Initiated a rewards program for top performing sales associates in di erent channels which increased 50%of Gold loan leads.
- Conducting door to door activities ,customer meet programs explaining latest schemes and offers to customers pertaining to gold loan.
- Handling 4 branches in central mumbai and all the alternate channels in mumbai with team size of 6 sales officers.
- Develop strategies for advertising, marketing and training for assigned product lines.
- Cross selling other products & generating revenue for banks.
- Recognised for cross sales of General insurance pan
Manager Gold Loan AIB Branches
DCB Bank Limited
Mumbai
01.2017 - 09.2019
- Collected customer feedback to guide feature development, boosting sales by 20%.
- Trained branch staff and stakeholders across India, resulting in a 40% sales increase.
- Identified process gaps and formulated solutions, enhancing customer experience and reducing TAT.
- Collaborated with internal partners and VOC programs to assess project benefits and enhancements.
- Demonstrated leadership by articulating a clear vision, motivating sales teams towards gold loan goals.
- Developed strategies for advertising, marketing, and training specific to product lines.
- Monitored balance sheets closely to increase disbursals and decrease loan closure cases.
Deputy Manager – Retail Asset & Liabilities Customer Service
DCB Bank Limited
Mumbai
09.2010 - 12.2016
- Handled an average of 50 customer inquiries daily, achieving 96% customer satisfaction rate.
- Exceeded metrics for customer satisfaction and retention through effective communication.
- Maintained current customer records in CRM during interactions via email and phone.
- Developed knowledge base on evolving product offerings, enhancing customer retention by 40%.
- Recommended new products proactively to existing customers, boosting retention significantly.
- Utilized Finone and Finacle Core Banking Systems for managing assets and liabilities.
- Exhibited courteous and empathetic attitude towards customers, earning appreciation and a certificate from quality team.
Phone Banking O cer
ADFC Pvt Ltd.
08.2008 - 07.2010
- Handled incoming calls in regards to customer issues and questions.Included answering 75-100 inbound calls from retail customers regarding their account balances, transaction history and any general inquiries.
- Provide account services to clients, including a full range of the Bank’s retail services
- Performs maintenance requests & complaints received by phone for check reorders, basic loan maintenance, Debit/ATM PIN resets, loan payments, change of addresses, close accounts, account transfers, and Line Of Credit.
- Cross sale insurance & other banking products.
Education
Bachelors - commerce
Burani College
04.2008
Skills
- Communication skills
- Leadership abilities
- Critical thinking
- Project management
- Results-driven self-starter
- Positive initiative and leadership
- Ability to meet deadlines
- Microsoft Office proficiency
Websites
LANGUAGES
English, Hindi and Gujarati.
AWARDS and Achievements
Rewarded & Recognised for Best Sales Manager in HDFC Bank., Recognised for cross sales of General insurance pan India in HDFC Bank., Awarded with DCB Bank ESQ Star for providing Excellent customer service by MD., Awarded with trophy & certificates for top performer of the month in DCB Bank., Awarded with trophy for contribution towards the growth of mortgage business (Mortgage book 3000 crores for Oct 2009–2014.)
Accomplishments
Timeline
Area Manager (Senior Manger)
Bandhan Bank
06.2024 - Current
Sales Manager Gold Loan
HDFC Bank
10.2019 - 06.2024
Manager Gold Loan AIB Branches
DCB Bank Limited
01.2017 - 09.2019
Deputy Manager – Retail Asset & Liabilities Customer Service
DCB Bank Limited
09.2010 - 12.2016
Phone Banking O cer
ADFC Pvt Ltd.
08.2008 - 07.2010
Bachelors - commerce
Burani College