Seema Prasad

• Spearheaded the nationwide implementation of the Virtual Relationship Management (VRM) Platform, encompassing over 6000 branches and an electronic Relationship Management (eRM) channel with 40,000 Relationship Managers. One Bank One Number.
• Led cross-functional teams across various departments, including Engineering, UX, Marketing, Product Strategy, and Sales. Fostered collaboration and communication among teams to ensure the successful development and deployment of the VRM Platform.
• Implemented advanced Auto-dialer technologies, including Push Preview and Progressive for eRM Channels and Predictive mode for Phone Banking executives, to enhance efficiency and drive business generation. These innovations streamlined customer connections, reduced response times, and empowered proactive engagement, resulting in improved operational efficiency and increased revenue growth. By equipping Relationship Managers and Phone Banking executives with cutting-edge tools, the organization achieved enhanced customer relationship management and strengthened its competitive edge in the market.

Key Responsibilities and Achievements:

• Branch Leadership: Designated as Deputy Branch Manager at the Powai branch, one of the largest branches in Mumbai and the second-largest at PAN India level, with a GL size of ₹4000 Cr. Managed the Maninagar branch, one of the biggest branches in Gujarat, with a GL size of ₹550 Cr.
• Team Performance: Led and driven a large team to achieve high operational staff productivity and revenue generation.
• High Performer: Consistently demonstrated high performance with proven ability and experience in leading large teams.
• Operational Management: Efficiently managed teams across multiple functions including Asset Servicing, Cash Transactions, Trade Services, Demat, Lockers, and Grievance Redressal. Developed and implemented multiple new operating procedures to improve branch efficiency.
• Fraud Prevention: Awarded the Eagle Eye Award twice for fraud prevention (2013 and 2018), recognized at the PAN India level during International Fraud Prevention Week in 2018.
• Audit Excellence: Achieved a 5-star rating in the highest level audit for the first time among 106 Multi-Speciality Branches PAN India 2018.
• Demonetisation Compliance: Smoothly handled demonetisation operations with zero compliance deviations in November – December 2016.
• Operational Efficiency: Managed operations at ICICI Bank’s First Branch at Chennai Cenotaph Road, significantly reducing wait times with DQM to zero.
• Service Excellence: Chennai T. Nagar V.N. Road Branch was awarded the Best Balance Scorecard for achieving all service and compliance parameters.

Summary: Over a decade of experience at ICICI Bank Retail Branch Banking, showcasing leadership in managing large, high-performing teams across multiple branches in Mumbai, Ahmedabad, and Chennai. Demonstrated excellence in operational management, revenue generation, fraud prevention, and compliance, contributing significantly to the success and growth of the branches under management.

Key Responsibilities and Achievements:

· International Operations Management: Handled operations for international locations, including the UK, Bahrain, and Germany.

· Service Requests and Complaints: Managed service requests, complaints, and escalations from these geographies, directing them to the operations team in India for resolution.

· Team Leadership: Managed a team of 45 members, ensuring smooth transaction handling and operational efficiency.

· Business Continuity Planning (BCP): Led BCP activities to ensure seamless operations during disruptions.

· Process Compliance: Reviewed process notes and SOX notes for all processes across geographies to ensure compliance and operational standards.

Key Responsibilities and Achievements:

• Managed customer service operations, underwriting, distribution operations, risk management, and administration for the Hyderabad Priority Circle branch. S2S initiatives across Andhra Pradesh State.
• Spearheaded advisor training, licensing, servicing, and commissioning activities.

Key Responsibilities and Achievements:

• Managed various operational projects to improve efficiency and service delivery.
• Driven state-level contests for Mumbai and Navi Mumbai branches to boost performance and engagement. Implemented strategies to streamline processes, enhancing operational efficiency.