Santosh H
Hyderabad
Summary
Being into Retail & Investment Banking operations for more than 18 years with major Organizations like, ESFB, JSFB, DBS Bank, HDFC Bank and ICICI Bank. I have gathered potential Knowledge in different areas of banking Operations, Audit & compliance, Fraud & Risk management, Quality assurance and Internal controls.
Seasoned Regional Operations Manager with strong record of optimizing processes and enhancing team performance. Proven ability to streamline operations, reduce costs, and improve overall efficiency. Skilled in leading cross-functional teams, implementing strategic initiatives, and driving growth. Brings solutions-focused approach, ensuring operational excellence and customer satisfaction.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Regional Operations Manager
Equitas Small Finance Bank
Hyderabad
04.2022 - Current
- Managing the assigned region for operations and compliance.
- Quarterly visits to a given span of branches to check the operational and regulatory aspects.
- Ensure periodic branch process reviews and audits.
- Monitor branch service parameters and quality check.
- To ensure the operational deliverables for the region are met across all the storefronts within the defined TAT, quality, and compliance norms.
- Conducted weekly team meetings, and communicated project status, regulatory changes, and learnings from incidents, sharing knowledge and information with all members of the team.
- Responsible for managing the service levels, regulatory and process compliance, customer service, and working with CPC, as well as business, to ensure seamless operational delivery and strong process controls.
- Directed staff recruitment and training, building a highly skilled, and motivated operations team.
- Implemented strategic initiatives to enhance operational efficiency and reduce costs across the region.
- Reviewed and revised operational policies, aligning procedures with best practices, and regulatory requirements.
- Supported employee morale and well-being by developing positive practices centered on career development and individual job satisfaction.
- Oversaw quality control processes, maintaining high standards for all products and services.
- Facilitated communication between regional offices and headquarters to align objectives and strategies.
- Facilitated continuous improvement initiatives, encouraging innovation, and excellence in operations.
- Advised senior management on facilities needs, and delivered ongoing operational support.
Regional Operations Lead
Jana Small Finance Bank
Gulbarga & Hubli
08.2016 - 04.2022
- Heading assigned region for operations and compliance.
- Understand the business need across products (both liabilities and assets), and align the operational objectives with the business needs.
- Working with CPC, as well as Business, to ensure seamless operational delivery and strong process controls.
- Acting as Nodal Officer for the Region: a single point of contact for all escalations and complaints.
- Manage and monitor the implementation of transformation initiatives identified in the storefronts in the region.
- Define, monitor, and report performance against established metrics and KPIs. Led a team of 70 staff, fostering a culture of continuous improvement and innovation.
- Formulating operational goals, short- and long-term budgets, and developing operational plans for the accomplishment of the targets and goals of the organization.
- In conjunction with the process excellence team, quality was driven in our process to improve the customer experience.
- Responsible for all the business targets (CASA, TD, insurance, and gold loan numbers) for the region.
- Projects Managed: From August 2016 to November 2017, I was part of the Process Excellence and Bank Transition team at HO, Bangalore. Wrote and designed various process notes for the bank.
- To understand software functionality and processes, I interacted with various cross-functional and IT teams.
- Managed crisis situations effectively, minimizing impact on operations and reputation.
- Supported employee morale and well-being by developing positive practices centered on career development and individual job satisfaction.
Senior Officer (Operations)
DBS Bank Ltd
Bangalore
05.2011 - 08.2016
- Responsible for overseeing all activities regarding account opening for the Bangalore branch.
- Responsible for the maintenance of appropriate records of KYC documents, and executing operational activities to comply with Group Audit guidelines.
- Ensure compliance with the KYC policies and procedures of the bank, as stipulated from time to time, handling CMS transactions for all corporate accounts.
- Responsible for the issuance of quarterly balance confirmations for all corporate accounts.
- Processing and authorizing various day-to-day transactions (inward/outward clearing, ECS processing, remittances, and cash).
- Handling complete CTS inward and outward clearing activity for the Bangalore branch, and regularly coordinating with NCPI, RBI, and other departments.
- Handling regulatory reporting 15CA and 15CB, FDI investment, FCGPR, and FCTRS.
- Effective management of ATM machines involves loading and balancing the cash on a daily basis, and coordinating with the backend ATM department.
- Evaluation of client risk profile and product suitability of various structured and WMS products.
- Ensuring all investments for the branch are checked and reported to centralized processing, WMS, and CSM teams.
- Responsible for internal and external audits, various MIS, and other operational-related reports on wealth management services and customer relationship management services on a daily and monthly basis.
- Coordinating with the back-end processing and customer service departments, and ensuring a smooth flow of operations.
- Handled UAT for the integration of Finacle, WMS systems, the account opening process, and the Prime cheque issuance system.
- Demonstrated consistent hard work, and dedication to achieve results and improve operations.
Deputy Manager (Retail Operations)
HDFC Bank Ltd
Bangalore
10.2010 - 04.2011
- Acted as a Teller Authorizer.
- Handled various customer queries, escalations, and swiftly resolved queries by coordinating with other departments.
Officer
ICICI Bank Ltd
Bangalore
04.2007 - 09.2010
- Assets (Nov 2009 to Sep 2010): Nine months handling Asset Desk Operations (auto loans, home loans, and personal loans).
- Processing various requests for foreclosure, part prepayment, and swapping of loans.
- Issuing of No Objection Certificate, Statement of Accounts, and Repayment Schedule.
- Processing of home loan checks by raising a service request and handing over original documents to the customer.
- Responded to a broad range of customer queries, escalations, and swiftly resolved queries by coordinating with other departments.
- Liabilities (April 2007 to October 2009): Acted as CSM or Shift-in-Charge for cash.
- Verifying all transaction vouchers (cash entries, transfer entries, and authorizing other customer modifications in Finacle).
- Effectively handled Forex (traveler's checks/cards, foreign currency/DD, IRM/ORM entries), Demat operations, and customer queries. Handled audit and compliance for Forex and Demat desk.
- Handled CMS activity for Infosys, Bangalore. Coordinated with Infosys Finance Dept and Accounts Dept in their reconciliation process and queries.
- Monitored all the office accounts, such as sl. deposits, sl. others, sa. suspense, sa. expins, cl. chqretd, and others. Handled all the exception and irregularity reports, SQL reports, and verified all SOX samples for audit purposes.
- Also assigned a role as Wealth CSM to assist all premium customers of ICICI Bank with respect to service issues pertaining to their accounts. Additionally, I managed designing the portfolio of premium customers of ICICI Bank and guided them on various kinds of investment products in the market, as per their needs.
- Handled the quality score for the branch, well-versed in FINACLE, FCRM, FINNONE staffware, and SFA updation.
- Managed a team of junior officers, providing leadership and guidance for operational efficiency.
Financial Advisor
Anand Rathi Securities Pvt. Ltd
Gulbarga
12.2005 - 09.2006
- Taking care of mutual funds, insurance, and other financial instruments.
- Consulted with clients to assess and meet short- and long-term financial goals.
Education
PGDBO - Banking Operations
NIIT
Bangalore01.2006
MBA - Marketing & Systems
VIMS College of Management
Bellary01.2005
Bsc - Computer Science
S B Science College
Gulbarga01.2003
XII STD -
M S I College
Gulbarga01.2000
Skills
- Operational management
- Process improvement
- Regulatory compliance
- Team leadership
- Employee training
- Motivational skills
- Leadership skills
- Interpersonal skills
- Analytical skills
- Strong communication
- Quality control procedures
- Process improvement techniques
- Quality assurance implementation
Certification
- PGDBO in Banking Operations certified from NIIT Bangalore in 2006
Personal Information
- Age: 44
- Father's Name: Shivaraj H
- Date of Birth: 30/08/80
- Marital Status: Married
Projects
Projects Managed:
· From Aug 2016 to Jan 2017 was part of Process Excellence team at HO Bangalore.
· Wrote and designed various process notes for bank.
· From Jan 2017 to Nov 2017 was part of Bank Transition team at HO Bangalore.
· As part of BT Team helped SIM branches on various Queries/Issues.
· To understand Software functionality and processes, interacted with various cross functional and IT teams.
· As part of Simulation team worked on various software testing (UAT).
· Across country stood 1st in the volume of transactions reported by the branches.
Accomplishments
- Won Champions League Award in July23, Mastero Awards in month of June23, Aug23 and Feb24, March24, June24.
- In Oct 2015, April 2014 and Dec 2013 Won connect award for handling large volume of transactions and giving excellent support in on boarding of new clients.
- Selected and Represented ICICI BANK I-QUIZ 2010 for Zonal Round only 25 candidates were selected from the south zone (Bangalore, Hyderabad, Chennai)
- Won Service Excellence Award at ICICI Bank, Pan India No 1 for Stay Connected.
Timeline
Regional Operations Manager
Equitas Small Finance Bank
04.2022 - Current
Regional Operations Lead
Jana Small Finance Bank
08.2016 - 04.2022
Senior Officer (Operations)
DBS Bank Ltd
05.2011 - 08.2016
Deputy Manager (Retail Operations)
HDFC Bank Ltd
10.2010 - 04.2011
Officer
ICICI Bank Ltd
04.2007 - 09.2010
Financial Advisor
Anand Rathi Securities Pvt. Ltd
12.2005 - 09.2006
PGDBO - Banking Operations
NIIT
MBA - Marketing & Systems
VIMS College of Management
Bsc - Computer Science
S B Science College
XII STD -
M S I College
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