Sandip Kumar Lahiri

Supervised management of all RMs mapped, optimizing overall performance and exceeding business objectives across all parameters while maintaining strict compliance with bank regulations.

• Implemented process improvements that resulted in improved operational efficiencies.

Led with the core areas of competency in -

• Designed sales and service strategies to improve revenue and retention.
• Onboardinging and retaining loan borrowers.
• Accountable for the audit of the entire branch operation, customer service, and compliance.
• Created reports summarizing operational performance metrics for senior management review.
• Maintained regular performance appraisals for subordinates through verbal, written and on-going review programs.
• Identified opportunities for process improvement initiatives within the branch.
• Worked cross-functionally to plan and establish branch goals, supporting strategic objectives.
• Ensured compliance with established policies, procedures and regulations governing banking operations.
• Facilitated weekly meetings with staff members to discuss progress on current initiatives.
• Provided guidance and support to team members regarding problem resolution and customer service issues.
• Managed staff scheduling, hiring and training processes.
• Coordinated promotional campaigns for new products or services in order to boost sales revenue.
• Directed sales and marketing activities to meet business targets.
• Conducted reviews and evaluations for cost-reduction opportunities.
• Analyzed competitors and market trends to facilitate business growth.
• Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
• Maintained updated knowledge through continuing education and advanced training.
• Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Approached customers and engaged in conversation through use of effective interpersonal and people skills.
• Provided support and guidance to colleagues to maintain a collaborative work environment.
• Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
• Evaluated employee performance through observation of job duties as well as feedback from customers and clients.
• Implemented successful business strategies to increase revenue and target new opportunities in markets.
• Implemented process improvements that resulted in improved operational efficiencies.
• Created effective business plans to focus strategic decisions on long-term objectives.
• Provided leadership, insight, and mentoring to newly hired employees to supply knowledge of various organizational programs.
• Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.

• Supervision of 42 big, medium and small sized branches through ensuring the LOCs by their CHs, timely training of Branch Heads, Branch Operations Heads & Cluster Heads, conducting RBVs (Risk Based Visits) of big/medium sized branches as pre-defined by CO, ensuring best in class in BOHI performance, ensuring all daily actionable of Branch Operations Heads & Branch Heads as per the given TATs from CO, maintaining liaison amongst branches, circle BBO team and CO BBO teams by way of acting as a stakeholder for smooth branch banking operations in a cohesive & complied manner in line with bank's guidelines, circulars and laid down banking principles.

• Served as Branch Manager and Head in Topsia, Kolkata, and Annupur, MP, from March 2015 to September 2019.

Led with core areas of competency in.

• Team management.
• Reviews of employees' KRAs in line with allotted business targets, vis-à-vis organizational GO strategy GPS.
• Liaison between the bank and regulatory or statutory authorities.
• Management of customers' complaints and handling of summons from court.
• Supervision for the execution of customer service, as per BCSBI, compliance in the daily operational process flow.
• Analysis of business targets and meeting them by splitting into DRR in respect of CASA NOAs, M0 funding in accounts opened, and maintenance of true rate balance therein, deepening in ETB books, ensuring TD incremental MDAB, fees generation in forms of RFR, RTFx, IPG, and TPP fees, OCS points.
• Branch document files, e-registers, vouchers, and their timely dispatch to RMA, as well as the management of the branch's FAs with their AMCs, monitoring of staff accounts, maintenance of e-registers for banking operations, executing BH's daily drills for service control, timely closure of cash operations, and end-of-day for the branch, improved housekeeping.
• Monitoring of office accounts and transaction reports: exception reports – financial and non-financial, inter-branch reports, high-valued transaction reports, and critical analysis of debits without checks against e-receipt generation, duly supported by relevant vouchers.
• Management of STRs and suspected AML transaction alerts, conducting SLFV, EDD, KYC, and analysis for the bona fide nature of transactions, ensuring timely completion of Re-KYC of customers, beneficial ownership, and profile updating in customers' accounts.
• Coordinating and cooperating with the bank's internal auditor and RBI's auditors in their incognito visits to the branch, and liaising with the cluster head and BBO.
• Handling of attachment orders received from courts or statutory authorities and ensuring monthly customer meets through 'Let's Talk.'
• Scrutinizing, approving, and releasing all AOFs sourced for their opening without NFTR, ensuring that entries are entered in the CRM/Siddhi App for all business leads generated.
• Supervision of inward and outward clearing of CTS checks, supervision of customers' deliverables with surprise checks, DAK/dispatch register along with deliverables movement, inward and outward foreign remittances, and management of SRs through their FTRs.
• Supervision of hot carding of customers' debit cards, ensuring timely updating of 15G and 15H forms for customers, and transactions processed through GBM, CBDT e-payment, i.e., tax payment.
• Ensuring the highest scores in the branch's Operational Excellence (OE), timely closure of COSMOS alerts, cash, CRL, security inventories, deliverables, and safe custody of articles kept with the branch, allocation and maintenance of petty cash, and attending monthly and quarterly review meetings with senior functionaries.
• Regular performance reviews of all employees for boosting and deepening the customer base, acquiring new customers, and identifying needs to deliver relevant products.
• Provided guidance on best practices for handling difficult customers or situations.

• Served as operations staff in support of daily branch operations, customer services, adherence to compliance norms, and guidelines of the bank, and developed business for the branch/bank.

Served as PBRM to optimize overall performance and exceed business objectives across all parameters, while maintaining strict compliance with bank regulations through implementing process improvements that resulted in improved operational efficiencies, business development, and growth in HNIs' onboarding across all business parameters.

• Responsible for all cash-related operations, MIS preparation and submission to seniors, timely closure of cash operations, vaulting, and safe custody of cash and all security inventories of the branch.

• Remained current on latest industry trends by gaining comprehensive knowledge of financial and insurance products, services, and best practices.
• Onboarded new business in life insurance policies for the organization.
• I have undergone specialized training as an insurance advisor to develop business.

• Served as a Sales Executive for selling SBI Credit Cards.

• Performed banks' concurrent audits, viz., SBI and UBI - Shibpur Branch, Howrah; Allahabad Bank - Hazra Branch; UCO Bank - 4 Red Cross Branch, Kolkata.
• Performed the CA&G audit of the State Bank of Mysore (SBM) at three levels: branch level at Whitesroad Branch in Chennai, zonal level in the Mysore Zonal Office, and HO level in Bangalore.
• Performed an external audit in a public limited company, namely, Tulsyan Extrusion Company Limited, WB.
• Performed concurrent audits in Braithweit Company Limited, a government of India undertaking, at Bhadreswar, Hooghly, WB.
• Performed a special audit under the specific appointment of the MD of Druk Air Corporation, Thimphu, Bhutan.
• Performed a year ending audit in Bhutan Development Finance Corporation (BDFC), Thimphu, Bhutan.

• Greeted customers to determine wants or needs.
• Helped customers find specific products, answered questions, and offered product advice in the consumer durables domain.
• Described merchandise and explained use, operation and care.
• Analyzed customer feedback data to identify areas of improvement within store's services.
• Handled customer complaints and issues, resolving them efficiently to maintain positive relationships.
• Ticketed, arranged and displayed merchandise to promote sales.
• Completed daily reports on sales performance metrics such as units sold per hour, day, week, month.