Samir Barot
Pune
Summary
Dynamic and skilled individual with having 18+ years of vast experience in Customer Service, Operations Management, Financial Management and Team Leadership. Proven ability to develop effective customer service processes, drive employee engagement and satisfaction and increase customer loyalty. Adept at handling multiple locations and training and developing staff.
Overview
19
19
years of professional experience
2
2
years of post-secondary education
Work History
Cluster Operations & Service Manager
AU Small Finance Bank Ltd
Pune
09.2020 - Current
- Oversaw overall performance and smooth functioning of 12+ branches and a workforce of 50+ in the cluster. Visited each branch at least twice per quarter or as needed.
- Conducted holistic assessments of branches across operations and service parameters, issuing assessment ratings to enhance overall performance.
- Active Engagement with branch teams specifically Cluster Heads & Branch Managers on the issues / observation noted in the review and finalizing the corrective action plan for issue resolution. Report Issuance: Preparing assessment reports in defined formats and timely issuance to concerned stakeholders.
- Tracked and monitored all raised issues, escalating to senior management for overdue cases, and engaged monthly with business on branch health, addressing issues and observations.
- Identified critical observations that posed financial, reputational, or regulatory risks to the bank and collaborated on corrective actions. Highlighted open issues and observations at the branch level and developed plans to resolve them.
- Reviewed audit issues to determine localization or systemic trends, collaborating with branch teams on remediation to achieve satisfactory audit ratings and early detection of control failures.
- Assessing opportunities for system improvement and automation and work for effecting such changes and reduce manual intervention / errors.
Branch Operations & Service Manager
AU Small Finance Bank Ltd
Ahmedabad
03.2017 - 09.2020
- Manage branch staff, including recruitment, training, and performance management. Oversee branch operations, including customer service, sales, and financial transactions. Ensure compliance with all applicable laws, regulations, and policies. Develop and maintain relationships with customers and other stakeholders.
- Communicated with customers in person and by phone to promote issue resolution and good customer service.
- Provided exceptional customer service to ensure satisfaction and loyalty.
Deputy Branch Manager
Indusind Bank Ltd
Ahmedabad
09.2014 - 02.2017
- Handled overall Branch Operations like supervising teller area, ATM management, lobby management, display management, financial management and so on.
- Compliance, Audit, Retail Forex, Trade Finance, timely reporting to the regulatory authorities were the main focused areas.
- Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
Branch Operations Manager
Kotak Mahindra Bank Ltd
Gandhinagar
10.2012 - 09.2014
- Provided high level of customer service through friendly approach, strong professionalism, and timely assistance with customer transactions. Provided guidance and training to new employees on the effective use of systems and processes related to branch operations.
- Managed daily activities of branch staff, ensuring all tasks are completed within established timelines. Ensured customer satisfaction by resolving inquiries promptly and effectively.
- Collaborated with senior management team to develop strategies that would help increase productivity of the organization. Conducted performance reviews for branch staff, providing feedback on areas needing improvement.
- Provided guidance and training to new employees on the effective use of systems and processes related to branch operations.
Personal Banking Authoriser
HDFC Bank Ltd
Chhatral
02.2011 - 09.2012
- Worked as guardian of the branch.
- Conducted day to day financial and non-financial transactions, ATM handling, Cross selling of third-party products, timely reporting to the corporate office, RBI and other regulatory authorities.
- Developed exceptional attendance record with special attention to punctuality and preparation to work upon arrival.
- Possessed expert knowledge of competitive and third-party products and translated knowledge into business strategy. Improved quality processes for increased efficiency and effectiveness.
- Identified and resolved process issues to encourage smoother procedures, more efficient workflow, and overall business growth.
Officer
ICICI Bank Ltd
Mehsana
07.2007 - 01.2011
- Performed various roles, including teller, clearing officer, forex, and customer service desk in charge, facilitating both operations and sales.
- Maintained friendly, professional customer interactions while executing wire transfers, stop payments, and account transfers.
- Executed customer transactions, including deposits, withdrawals, money orders, and checks, ensuring accurate and timely service.
Education
MBA - Finance
Department of Business Administration
Bhavnagar 06.2005 - 06.2007
BBA - Finance
S.B Patel Institute of Business Management
HSC -
Gujarat Secondary Education Board
GandhinagarSSC -
Gujarat Secondary Education Board
GandhinagarSkills
- Operational excellence
- Financial management
- Risk management
- Regulatory compliance
- Risk assessment
- Performance management
- Data analysis
- Customer relationship management
- Strategic planning
- Planning and Organizing
- Staff Training and Development
- Training and development
- People Management
- Conflict resolution
- Strategic planning
Accomplishments
- Awarded an 'Eagle Eye' Award in 2008 for identifying fraudulent instrument in clearing.
- Awarded 'Call Beyond Duty' Award for managing crisis during 2008-2009 - ICICI Bank Ltd.
- Awarded Service Champion Award for the year 2018.
- Awarded 'Dronacharya Training Champ' Award for having trained 500+ Banking Employees (Sales & Service) from 2020 to 2024.
Languages
- Gujarati, Native
- English, Fluent
- Hindi, Fluent
- French, Intermediate
Personal Information
Date of Birth: 04/25/85
Languages
Gujarati
First Language
English
Advanced
C1
Hindi
Advanced
C1
French
Intermediate
B1
Timeline
Cluster Operations & Service Manager
AU Small Finance Bank Ltd
09.2020 - Current
Branch Operations & Service Manager
AU Small Finance Bank Ltd
03.2017 - 09.2020
Deputy Branch Manager
Indusind Bank Ltd
09.2014 - 02.2017
Branch Operations Manager
Kotak Mahindra Bank Ltd
10.2012 - 09.2014
Personal Banking Authoriser
HDFC Bank Ltd
02.2011 - 09.2012
Officer
ICICI Bank Ltd
07.2007 - 01.2011
MBA - Finance
Department of Business Administration
06.2005 - 06.2007
BBA - Finance
S.B Patel Institute of Business Management
HSC -
Gujarat Secondary Education Board
SSC -
Gujarat Secondary Education Board