Roopanjali Deb

Process Streamlining:

• Owning products and process developments by identifying solutions
• Implementation of various features by monitoring competition/industry trends, learnings from customer feedback to create product differentiation.

Stakeholder and Team Management

• Trained and mentored a team of 6-8 members in Wealth for customer services and process developments
• Taking feedback from ZH/RH/RMs and helping them resolve issues related to various products and processes
• Working closely with internet banking and.mobile banking teams, technology, retail and demat business, compliance, data science teams to analyze and implement solutions

Trainings:

• Imparting offline and online trainings across branches PAN India for products, processes and applications on topics eg. FDOD, debit and credit card applications, savings account processes, family banking, handling customer requests and services, investments
• Imparting training to employees of ICICI Securities for banking products and sourcing of 3 in 1 account.
• Updation of content on Knowledge Search for Wealth in iCRM application
• Handling queries from branches, phone banking, complaint handling teams for customer complaints and assisting them in resolution

Audit and Compliance:

• Handled IAD audit for Wealth in 2025 (Wealth scores 5 Star for the audit period Nov 24- Oct 25)
• Submission of various reports eg Compliance and Legal certificate, Risk management audit report etc.
• Working closely with EDD (transactions monitoring), FATCA, Savings Account Product, Taxation, Credit card, BCP teams to drive the actionable across branches
• Initiated and run campaign mailers for nomination, FATCA updation etc.

• Supervised daily branch operations and ensured adherence to company policies.
• Trained and mentored staff on customer service best practices and procedures.
• Implemented inventory management systems to track supplies and resources efficiently
• Facilitated team meetings to discuss branch performance and address operational challenges
• Managed customer inquiries, resolving issues promptly and ensuring satisfaction levels.
• Maintained contact with local businesses to promote bank services and increase customer base.

• Resolved complex customer issues through effective problem-solving techniques.
• Business development and portfolio management of mapped customers
• Monitoring daily customer transactions in forex, cash, DD, remittance, FDs, Mutual Funds and other investments

• Preparation and monitoring of Daily Treasury Accounts of IBG locations- Srilanka and Singapore
• Tallying deals booked and profit/loss calculations of T-bills, forex, equity and dividend deals
• Involved in automation process of operations involved in accounting
• Conducted risk assessments to ensure compliance with financial regulations and policies.