SANDEEP SINGH

• Delegated work to staff, setting priorities and goals.
• Created and managed budgets for travel, training and team building activities.
• Created policies and procedures for local staff to adhere to company standards of excellence.
• Assigned work and monitored performance of project personnel.
• Resolved customer inquiries and complaints requiring management-level escalation.
• Reviewed completed work to verify consistency, quality and conformance.
• Resolved customer complaints quickly and efficiently while maintaining positive relationships.
• Ensured compliance with laws and regulations governing business operations in the region.
• Managed day-to-day operations of regional offices by overseeing personnel issues and resolving conflicts as needed.
• Evaluated individual and team business performance and identified opportunities for improvement.
• Displayed strong telephone etiquette, effectively handling difficult calls.
• Completed day-to-day duties accurately and efficiently.

• Leading and supervising branch operations manage drive process improvement & implementation of operation policies across geographies across PL & LAP products.

• Heading 30+ team size engages in operations, sales, credit, customer services & operation through supervisory layer.

• Disburse Loan as per credit policy with accurate & complete data entry with approvals.

• Managing the entire domain of staff training, knowledge development for internal systems process, circular & another knowledge base.

• Verifies loan documents, check loan file log in & re-login & disbursal discrepancy resolution with the assistance from sales & credit team.

• Ensure highest service standard are maintained for servicing of all clients & maintained minimum TAT.

• Maintain all operation related MIS from login to disbursal on daily/weekly/monthly basis.

• Communicate with management team to coordinate system and control activities related to loan documentation and monitoring.

• Guide the customer toward loan applying process and explain the product features in term of ROI, processing fee, terms and conditions.

• Conduct monthly sessions with Team Managers to review performance of team and any actionable items.

· Evaluating Business process, anticipating requirement, uncovering area improvement & implementing Solution.

• Staying up-to-date on the latest process & IT advancement to automated & modernize system.

• Gathering information from meeting & various stakeholders & producing useful reports.

• Leading ongoing review of business process and developing optimization strategies.

• Monitoring & improving the integrity & efficiency of all operation process on both side of the market place, the borrower side (loan request to payout, loan service process) &business process related to all aspects of merchant services (chargeback, technical issues, fraud preventions &other supports)

• Addressed customer concerns with suitable solutions.
• Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.

· Disburse Loan as per credit policy with accurate & complete data entry with approvals.

· Maintain all operation related MIS from login to disbursal on daily/weekly/monthly basis.

· Managing the entire domain of staff training, knowledge development for internal systems process, circular & circular & another knowledge base.

· Communicate with management team to coordinate system and control activities related to loan documentation and monitoring.

· Maintained the login process of the retail products BL, PL, LAP (Secured& unsecured).

· Ensure to resolve the queries, request & complaint of internal& external customers.

· Managing the entire domain of staff training, knowledge development for internal systems process, circular & circular & another knowledge base.

· Timely Documentation and close the case asper agreed SLA/TAT.

· Maintain all operation related MIS from login to disbursal on daily/weekly/monthly.

· Initiate and arrange conference call stoensure100% personal touch with team on daily/weekly/monthly.

· Monthly Audit of registers, files, vouchers, PDC and collection etc.

· Performed all the assigned base management activities & reduce the operational error &complain.

· Ensures customer satisfaction by achieving service quality norms.

· Maintain the strong business relationship with internal stakeholders (Risk credit & legal Sales team)

· Ensures highest service standards are maintained for servicing of all clients and maintaining minimum turn-around-time.

· Monitor & drive assets sales team to achieve set targets.

· Authorizing all the cash & non cash entries.

· Knowledge of Whole sale &Branch Banking operation typically involving account opening process, handling cash counter in a branch, Locker, Cheque Return, deliverable, Term deposits, DD etc.

· To meet & exceed customer expectations with superior customer service.

· To diligently follow guidelines/process to be issued by the banking respect branch operations/teller function/clearing Operation as the case maybe.

· Attend clients inside the branch, answer customer queries,co-ordinate with back office operations & facilitate their transactions as required to ensure total customer satisfaction.

· Manage transactions of bulk nature (cash & non-cash) to facilitate higher efficiency in customer service in specific situations for specific clients.

· Maintain personal discipline (timings, attendance, grooming standards etc.) in the office.

· Continuous knowledge upgradation through self- learning and going through circulars relevant for the desk being handled by Operation.

· Marking tax exemption form 15H/ 15G/ other 197A exemptions in system.

• Assist in timely checking& processing daily transaction vouchers.
• Handling daily cash transaction, NEFT/RTGS, Fund transfer, locker activates, clearing, along with daily task–Issuance of demand draft, cheque book request, stop Payment.
• Assist Branch in cross selling of bank products.
• Educate bank customer related to bank products.
• KYC GUIDELINE: Trained on KYC (know your customer Guideline): Guideline on Customer Acceptance policy, Customer RBI Identification Procedures, Monitoring of Transactions, Risk management and features to be verified and documents that may be obtained from customers.

· Relationship builds with clients to ensure continued & repeat business.

· Reviewed and prepared monthly, quarterly and semi-annually financial report.

· Cash transaction processing and CHQ clearing process.

· Cross checking of documents requirement& verification at every stage.

· Monthly targets achievement.