Robert Rozario
MUMBAI
Summary
Seasoned banking professional with 13 years of extensive experience in client services, relationship management, and operational excellence within the banking sector. Proven expertise in delivering superior customer experiences, driving process improvements, and leading high-performing teams. Adept at managing complex client portfolios, ensuring regulatory compliance, and fostering long-term client relationships to achieve business growth.
Overview
20
20
years of professional experience
Work History
Associate Vice President
KOTAK MAHINDRA BANK - PRIVATE BANKING
12.2021 - Current
- Mentored junior team members, providing guidance on best practices and strategies to overcome challenges while simultaneously strengthening their professional skillsets.
- Enhanced operational efficiency by streamlining processes and implementing cost-saving measures.
- Implemented data-driven decision-making practices to inform business strategy and optimize performance metrics across all departments.
- Boosted company reputation with the successful execution of high-profile clients.
- Increased customer satisfaction levels by developing targeted marketing campaigns and product offerings tailored to specific demographics.
- Managed complex budgets, ensuring optimal allocation of resources for maximum return on investment.
- Interacted well with customers to build connections and nurture relationships.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Delivering Complete Service, Sales and Operation Support for High Net Worth client (UHNWI).
- Assisting in onboarding New Relationships, Migration & Acquisition in All categories of Product.
Senior Manager
KOTAK MAHINDRA BANK - SERVICE QUALITY MANAGER (NR)
08.2019 - 12.2021
- Feedback Management: Collecting and analyzing client feedback to identify trends and areas for improvement, implementing corrective actions as necessary.
- Compliance and Documentation: Ensuring all client interactions and transactions comply with regulatory requirements, including accurate documentation and record-keeping.
- Service Quality Assurance: Implementing and monitoring service quality standards to ensure consistent and superior customer experiences.
- Client Relationship Management: Maintaining and enhancing relationships with NRI clients by addressing their banking needs and concerns promptly.
- Performing Evaluations and Quality training for Privy, NRA, NRV and NR Remittance Team.
- Net Promoters Score Analysis
- Participated in Mock calls and certifications for On Job Training officers
Manager
KOTAK MAHINDRA BANK - PRIVY SERVICE DESK
07.2016 - 08.2019
- Process Improvement: Identifying areas for process enhancements to streamline operations and improve service delivery.
- Privy service delivery as per customer queries & concerns
- Work as a support for NR Relationship Manager
- Help in broadening client coverage of their mapped base.
- Analyze the internal complaint/issue log for process gaps and formulate process improvement ideas to help achieve the issues faced by the customer.
- Resolving internal customer queries through email received at PSD mailbox.
- Increasing client engagement and CASA balance by activating customers on direct transaction channels of the bank like mobile banking app/ net banking/ Whatsapp banking.
- Deepening of relationship with customer and generating leads for cross sell
- Help customer for remittance and invest in TD, insurance, Mutual fund etc
Deputy Manager
KOTAK MAHINDRA BANK - CUSTOMER CORRESPONDENCE UNIT
01.2014 - 07.2016
- Team Leadership: Overseeing a team responsible for handling customer emails and correspondence, ensuring timely and accurate responses. 
- Quality Assurance: Conducting regular audits of email communications to maintain high standards of customer service and compliance with bank policies. 
- Performance Monitoring: Tracking team performance metrics, such as response times and customer satisfaction scores, to ensure service level agreements are met.
- Stakeholder Coordination: Collaborating with other departments to resolve complex customer issues and ensure a seamless customer experience.
- Compliance Management: Ensuring all customer communications adhere to regulatory requirements and internal policies, maintaining accurate records for audit purposes.
- Handling all types of incoming customer calls and customer quires, concerns and escalations
- Provide customers with all banking services and cross sell all product like TD, Insurance, Credit Card Personal loan etc
- Handling their Bank Accounts and giving them knowledge about banking services like Bill Payment, Mobile banking, Net banking and Investment etc
- Arrange callbacks from local branch RM for personal assistance
- Solving their queries like opening fixed deposit, download bank statement etc
- Contact Privy customer via email or phone and help them to resolve their issues
- Coordinate with various team to solve customer issue in given time frame
Assistant Manager
KOTAK MAHINDRA BANK - CUSTOMER CONTACT CENTER
02.2012 - 06.2014
- Customer Interaction Management: Handling complex customer queries and escalations, providing timely and satisfactory resolutions to enhance customer satisfaction. 
- Provide customers with all banking services and cross sell all product like TD, Insurance, Credit Card Personal loan etc
- Handling their Bank Accounts and giving them knowledge about banking services like Bill Payment, Mobile banking, Net banking and Investment etc
- Arrange callbacks from local branch RM for personal assistance
- Solving their queries like opening fixed deposit, download bank statement etc
- Contact Privy customer via email or phone and help them to resolve their issues
- Help customer to open Term Deposit (TD) and transfer their fund from abroad
- Take Verification for fund transfer, TD booking, ASBA etc
Sr. Associate
WIPRO BPO LTD
10.2008 - 12.2011
- Handling all types of incoming customer calls and customer quires, concerns and escalations
- Liaise with internal team to understand business impact factors, bring efficiency in the processes and resolve issue-based situations
- Taking care of the Quality to give the best to customers and adhere to organizational policies
- Promoted as OJT (on Job Training) mentor, for new associates
- Handling the OJT team, proving process and system training.
- Streamlined operational efficiency by identifying areas for improvement and proposing actionable solutions.
- Effectively managed multiple competing priorities while maintaining focus on delivering exceptional results for clients and the organization.
Sr. Marketing Executive
RS PET POLYMERS PVT. LTD.
07.2005 - 09.2008
- Includes overall management and client servicing
- In charge of the marketing team
- Deal with clients and ensure deliverables on time
- Coordinate and assist team members and solve their queries
- Overall aim is to provide excellent service to all clients and ensure all deliverables are met appropriately
- Completed and submitted monthly and yearly reports to support executive decision making.
- Analyzed marketing campaigns using key metrics and performance indicators.
- Cultivated strong relationships with key clients, resulting in repeat business and long-term loyalty.
Education
Bachelor of Commerce -
Gogte College of Commerce-University of Karnataka
Belgaum, IndiaH.S.C. -
Gogte College of Commerce-University of Karnataka
Belgaum, IndiaS.S.L.C. -
St. Paul's High School
Belgaum, IndiaSkills
- Organizational development
- Service delivery management
- Performance improvement
- Teamwork and collaboration
- Business development
- Financial acumen
- Customer service
- Time management
- Attention to detail
- Problem-solving abilities
- Adaptability and flexibility
- Customer relationship management
KEY STRENGTHS
- Strategic planning and execution of client service initiatives to enhance customer satisfaction and retention.
- Leadership in mentoring and managing teams to consistently meet and exceed performance goals.
- Skilled in resolving escalations and providing customized solutions to address client needs.
- Proficient in leveraging data analytics to identify trends, optimize processes, and enhance service quality.
- Strong knowledge of banking products, regulatory requirements, and industry best practices.
LANGUAGES
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
KONKANI
Bilingual or Proficient (C2)
Marathi
Bilingual or Proficient (C2)
Hobbies and Interests
Football, Cricket and Music.
Timeline
Associate Vice President
KOTAK MAHINDRA BANK - PRIVATE BANKING
12.2021 - Current
Senior Manager
KOTAK MAHINDRA BANK - SERVICE QUALITY MANAGER (NR)
08.2019 - 12.2021
Manager
KOTAK MAHINDRA BANK - PRIVY SERVICE DESK
07.2016 - 08.2019
Deputy Manager
KOTAK MAHINDRA BANK - CUSTOMER CORRESPONDENCE UNIT
01.2014 - 07.2016
Assistant Manager
KOTAK MAHINDRA BANK - CUSTOMER CONTACT CENTER
02.2012 - 06.2014
Sr. Associate
WIPRO BPO LTD
10.2008 - 12.2011
Sr. Marketing Executive
RS PET POLYMERS PVT. LTD.
07.2005 - 09.2008
Bachelor of Commerce -
Gogte College of Commerce-University of Karnataka
H.S.C. -
Gogte College of Commerce-University of Karnataka
S.S.L.C. -
St. Paul's High School
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