SAROJ PANDA
Banking Operation& Complience professional
Patna
Summary
Accomplished banking professional with a proven track record of driving success in highly competitive environments. Recognized for conceptualizing and implementing innovative strategies that enhance organizational value through inspiring leadership and extensive industry experience. Expertise includes strategic banking sales, operations, business development, relationship management, and team leadership. Eager to leverage these skills in a leadership role within a prestigious bank or microfinance institution, contributing to sustainable growth and excellence.
Overview
22
22
years of professional experience
Work History
Regional Operation Head
IndusInd Bank
11.2021 - Current
- Supervising the branch operations, audit and compliance, customer service, training, ATM operation, RCU activities, back office operation across 64 branches of Bihar and Jharkhand, 140 ATMs, 3 backup offices, and 25 RDSP.
- Analyze branch performance data and quality metrics to identify trends, patterns, and areas for improvement.
- Managing a team of 250 direct and indirect employees.
- Working as one point of contact for CFD, VFD, BFIL, and the bank liability team.
- Handling the Risk Containment Unit (RCU) function for pre/post account opening.
- Administering all matters related to the Reserve Bank of India, and representing the Bank in all RBI meetings and the Banking Ombudsman for customer complaints.
- Monitor customer feedback and complaints related to service quality, and take preemptive measures to resolve issues.
- Accountable for handling issues related to hiring, training, mentoring, leave management, deputations, transfers, and appraisals.
- Handling CTS clearing cell, audit team, account opening team, operation team, ATM team, and the RCU team.
- Monitoring regular audits and reviews to assess the compliance of branches with the bank's quality standards and adherence to statutory and regulatory requirements.
- One point of contact for SLBC-related issues.
- Developing and executing proper control strategies in branches.
- Overseeing the periodic reports across parameters like ops control performance, audit key findings, and representing them to senior management.
- Directed regional operations by implementing strategic initiatives that enhanced productivity and streamlined workflows across multiple branches.
- Led cross-functional teams to optimize service delivery processes, resulting in improved customer satisfaction and operational efficiency.
- Spearheaded the integration of advanced analytics tools to drive data-informed decision-making and enhance risk management strategies.
- Developed and executed comprehensive training programs to elevate staff performance and ensure compliance with regulatory standards.
Regional Operation Head
Jana Small Finance Bank
01.2020 - 11.2021
- Spearheading the team of 110 people and ensuring that Asset And Liability operations is smoothly running with complete compliance.
- Overseeing the STP, Audit, TAT of both assets and liability business.
- Coordinating with the statutory bodies as the Nodal officer for Odisha Branches.
- Monitoring costs in a difficult economic environment; introducing new risk controls in the wake of a heightened regulatory framework, improving processes and ensuring that customers received the best service experience.
- Coordinating with the Retail Banking and Asset team on a regular basis to ensure smooth business acquisition.
- Approving new clients through due diligence procedures including the review of KYC documentation, public record research and AML procedures.
- Conducting reviews to verify policies and implementing business change agenda including mandatory and regulatory programs; ensuring the new procedures meet the risk challenges.
- Upgrading policies & procedures and processes, monitoring consistently to ensure excellent service quality of region/cluster/Zone.
- Exploring business potential, opportunities & clientele to secure profitable business volumes by networking with prospective clients; generating business from existing accounts and achieving profitability & increased sales growth.
- Leading, mentoring & monitoring the performance of the team members to ensure efficiency in process operations and meeting of individual & group targets
- Planning and ensuring the implementation of zonal/region expansion plans, up-gradation of extension counters and Points of Service, in line with growth of the Bank
- Developing & executing high-level banking strategies, making high-stakes decisions and overcoming complex business challenges using experience-backed judgment, strong work ethics and irreproachable integrity.
- Creating & sustaining a dynamic environment that fosters the development opportunities and motivates the high performance amongst the team members
- Collaborated with senior management to design and implement operational policies that align with organizational goals and objectives.
- Fostered a culture of continuous improvement by mentoring staff and driving initiatives that enhanced team collaboration and effectiveness.
- Analyzed operational metrics to identify trends and implement corrective actions that improved overall branch performance.
- Managed budgetary allocations and operational expenses to optimize resource utilization and support financial targets.
Head Corporate operation
Asirvad Micro Finance
09.2019 - 01.2020
- Handling the process and compliance of the MFI operation.
- Review of circulars and process notes for Pan-India implementation.
- Handling of external and internal auditors.
- Being a part of the implementation team.
- Following up with the Pan-India leaders for the closure of the operational issues and process improvement.
- Handling an end-to-end business improvement plan.
- Developed and implemented operational strategies that enhanced efficiency across departments, leading to streamlined processes.
- Led cross-functional teams to improve service delivery, resulting in increased customer satisfaction and retention.
- Oversaw the integration of advanced financial technologies, significantly reducing operational costs and improving transaction speed.
- Mentored and trained staff on best practices and compliance standards, fostering a culture of excellence and accountability.
Regional Operation Head-Bihar
Jana Small Finance Bank
07.2018 - 08.2019
- Supervised the team of 30 Branch Operations Managers and ensured that JC operations are running smoothly with complete compliance.
- Manpower planning for all the branches.
- Proper tracking of the expenses for cost control.
- Reviewing the new product being launched, and taking the feedback.
- Training the team for all the product processes and operational guidelines.
- Overseen the end-to-end account-opening process.
- Performed EDD for the liability account opened.
- Led the implementation of operational strategies to enhance service delivery, resulting in improved client satisfaction and retention.
- Streamlined branch operations by optimizing workflows and processes, significantly reducing turnaround time for customer requests.
- Developed and monitored key performance indicators to assess operational effectiveness, driving continuous improvement initiatives across the region.
- Mentored and trained branch managers on best practices in operations, fostering a culture of excellence and accountability.
- Spearheaded operational strategies across multiple branches, enhancing service delivery and customer satisfaction within the region.
- Developed and implemented process improvements that significantly reduced operational costs while maintaining compliance standards.
- Led cross-functional teams to streamline workflows, resulting in increased efficiency and faster turnaround times for customer service requests.
- Drove performance management initiatives, mentoring staff to achieve individual and team targets, fostering a culture of continuous improvement.
Regional Head-Compliance
Jana Small Finance Bank
06.2016 - 06.2018
- I headed a team of seven Cluster Quality Heads to ensure the process compliance of 37 branches, which includes the operations and field activities of the company.
- Regularly visited the high-risk branches for the handholding and closure of non-compliance.
- Maintained a record of internal audit ratings of the branches and guided the branches to take corrective actions for better audit ratings.
- Responsible for driving new projects and rollouts in the region with the help of the cluster heads.
- Conducted an investigation of frauds and staff accountability exercises, and recommended the extent of accountability for the employees involved in frauds and irregularities.
- Worked closely with the collection team, Fraud Risk Management Team, CSG Team, and Process Excellence Team for smooth functioning.
- Oversee the Branch Operations, Business Development (sales), and Credit Controls. Managed product development with new products such as microcredit, SME, micro-saving, fund transfer, and micro-insurance.
- Played a key role in the transformation from MFI to a Small Finance Bank.
- Ensured high-quality services were provided to customers within the agreed compliance and regulatory norms (RBI, FEMA, AML guidelines, and KYC norms).
- Developed and implemented robust compliance frameworks, ensuring adherence to regulatory requirements and risk management strategies.
- Led cross-functional teams in conducting comprehensive audits, enhancing operational efficiency while mitigating compliance risks.
- Established training programs to educate staff on compliance policies, fostering a culture of accountability and ethical conduct.
- Streamlined reporting processes, resulting in improved accuracy and timeliness of compliance documentation and assessments.
CPH Head-Kolkata
Yes Bank
11.2015 - 05.2016
- Worked as the Unit Leader of the Account Processing Hub at Kolkata with a team of 5 employees and 3 outsourced employees. conducted the verification of the account opening forms of the branches.
- Steered efforts in handholding the team members for the process adherence and maintaining the FTR of 98%.
- Started the process of the Cash Hub for handling the CMS cash at one point.
- Managed the Funding of the Accounts with the Initial Funding after Account Opening.
- Generated MIS reports on cheque returns, deliverables like cheque books, ATM Pins and welcome kits, petty expenditure of the branch, etc.
- Handled day-to-day activities in co-ordination with internal / external departments for smooth operations as per Know Your Customer (KYC) norms.
Location Head Branch Monitoring Unit
IndusInd Bank
06.2014 - 10.2015
- Managed 12 branches.
- Reviewed Branches and Back-office Operations on various parameters, data and scrutinized the operational and business health of branches of the region.
- Performed EDD of the AML cases reported by the corporate office.
- Conducted KYC training for the Branch’s and the RPC.
- Provided various MIS to vertical leaders by analysing the business data and the SQLS.
- Reviewed the accounts for the Enhanced Due diligence and Customer Visits.
Zonal Processing Unit Head
IndusInd Bank
04.2011 - 05.2014
- Led a direct team of 22 members, 35 branches, 18 outsourced employees and 4 scanning HUBS and managed account opening process of the 35 branches.
- Maintained the FTR% to 2% for the savings account and 3% for the current account.
- Proper dispatch of the Welcome Kit, Debit cards and Pins for 76 branches
- Processing of the Third party products (LI, GI MF and Trading) for the branches
- Salary uploads process for the branches
- Vendor bill payments and the reimbursement of the employees
Regional Risk Manager
ICICI BANK
04.2009 - 03.2011
- Led 11 branches in Bihar for the internal audit and compliance and executed the day-to-day smooth & error free functioning of the branches in respect to Branch Operations, Branch Administration, Risk management, Audit & Compliance.
- Effectively conducted the Internal Branch Audits for the 11 branches in the regular interval.
- Monitored & analyzed all over-aged cases (pending office accounts, Complains, FIR cases, Fraud cases etc.) & appropriate escalation of the same to the senior management.
- Conducted the ATM audit, Branch look and feel audit and the Merchandising Audit of the branches.
- Played a key role in closure of Audit Reports of IAD, Self-audit and Concurrent Audit with full compliance.
- Completed EDD for the account opened and conducted regular checking of the accounts with AML reporting.
Branch Operation Manager
ICICI BANK
12.2006 - 03.2009
- Managed the team of 10 members for the proper functioning of the branch and executed the day-to-day smooth & error free functioning of duties associated with Branch Operations, Customer Service, Branch Administration, Risk management and Audit & Compliance.
- Acted as a single point of contact for HNI & PBG Clients having service requirements.
- Authorized variety of transactions, expenses, vouchers, etc. as per Delegated Authority.
- Played a key role in new products, processes and systems roll out at the branch level.
- Steered the implementation of 5S, SOX to meet set quality parameters as per the banking standards.
T.S.I.
UB Group, Spirit Division
08.2005 - 11.2006
T.S.E
Luxor Writing Instrument Pvt. Ltd.
04.2004 - 07.2005
Education
PGDBM - Finance & Marketing
Institute of Management
12.2004
B.Sc. - Mathematics
NC College, Utkal University
12.2001
Skills
Effective communicator
Branch operations management
Audit compliance
Strategic planning
Team leadership
Process improvement
Regulatory compliance
Problem-solving abilities
Decision-making
Operations management
Multitasking Abilities
Timeline
Regional Operation Head
IndusInd Bank
11.2021 - Current
Regional Operation Head
Jana Small Finance Bank
01.2020 - 11.2021
Head Corporate operation
Asirvad Micro Finance
09.2019 - 01.2020
Regional Operation Head-Bihar
Jana Small Finance Bank
07.2018 - 08.2019
Regional Head-Compliance
Jana Small Finance Bank
06.2016 - 06.2018
CPH Head-Kolkata
Yes Bank
11.2015 - 05.2016
Location Head Branch Monitoring Unit
IndusInd Bank
06.2014 - 10.2015
Zonal Processing Unit Head
IndusInd Bank
04.2011 - 05.2014
Regional Risk Manager
ICICI BANK
04.2009 - 03.2011
Branch Operation Manager
ICICI BANK
12.2006 - 03.2009
T.S.I.
UB Group, Spirit Division
08.2005 - 11.2006
T.S.E
Luxor Writing Instrument Pvt. Ltd.
04.2004 - 07.2005
B.Sc. - Mathematics
NC College, Utkal University
PGDBM - Finance & Marketing
Institute of Management