Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Languages
Timeline
Generic

Shalini Raghav

Gurgaon

Summary

Service Delivery Manager with over nine years of experience in the banking sector, focusing on customer relationship management and service delivery. Expertise in assessing client needs and implementing tailored solutions that drive business growth. Proven track record in leading teams to enhance client satisfaction and operational efficiency. Strong skills in budget administration, staff training, and inventory management, with a focus on loss prevention and vendor negotiation. Diligent professional with many years of experience maintaining seamless business operations. Smoothly administers budgets, trains staff and monitors procedures to maximize efficiency and balance objectives with operational requirements. Exceptional skills in inventory management, loss prevention, and vendor negotiation.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Manager (Relationship Manager)

IDFC First Bank Ltd
Gurugram
08.2023 - Current
  • Analyzed customer base to enhance service accuracy, increasing new personal accounts and business accounts .
  • Enforced customer service standards and resolved customer problems to uphold quality service.
  • Resolved customer complaints and issues promptly, maintaining a positive brand image.
  • Managed client requirements and identified new business opportunities.
  • Contributed to revenue growth by implementing effective branch strategies.
  • Achieved Rs.3.47 crore in insurance sales.
  • Delivered Rs.32 crore in book growth.
  • Successfully managed a Rs.74 crore book size.
  • Generated Rs.1.97 crore total revenue (excluding liabilities).
  • Qualified GOAT Contest for CASA growth and insurance with 280% of achievement.
  • Qualified ACE Contest every quarter for consistent performance.
  • Awarded Best Performance Award every quarter.
  • Achieved highest incentive slabs every quarter.

DMII (Relationship Manager)

ICICI Bank
Gurugram
02.2023 - 07.2023
  • Managed verification of cash/non-cash transactions.
  • Handled sales of banking products including Savings, Current Accounts, Life Insurance, and Fixed Deposits.
  • Maintained audit standards and improved customer engagement.

Manager (CSM)

Au Small Finance Bank
Gurugram
06.2021 - 02.2023
  • Led end-to-end branch operations including all financial transactions.
  • Drove product cross-sell and client retention strategies.
  • Enhanced customer experience through proactive communication.
  • Enhanced customer satisfaction through the development of a customer service excellence program.
  • Ensured compliance with regulatory requirements and industry standards.

Deputy Manager (Service Delivery Manager)

IndusInd Bank Ltd
Gurugram
05.2019 - 06.2021
  • Oversaw all branch-level cash and non-cash transactions.
  • Managed legal cases, customer queries, and account openings.
  • Maintained high service standards and audit compliance.

Assistant Manager (Customer Service Officer)

Axis Bank Ltd
Gurugram
07.2016 - 04.2019
  • Addressed customer inquiries through multiple channels.
  • Maintained client records and supported CRM initiatives.
  • Promoted bank products and participated in team-building activities.

Assistant Manager (Teller)

HDFC Bank Ltd
Gurugram
10.2015 - 07.2016
  • Supported Branch Operations Manager in handling overall branch operations.
  • Ensured audit compliance and processed customer service requests with zero errors.
  • Facilitated retail operations and catered to HNI and NRI clients.

Education

MBA - Finance

Manav Bharti University
05.2016

Bachelor of Commerce -

Manav Bharti University
06.2014

Intermediate -

CBSE Board
03.2012

Matriculation -

CBSE Board
03.2009

Skills

  • Client engagement and relationship management
  • Customer service and support
  • Branch operations and compliance
  • Sales and cross-selling strategies
  • Transaction handling (RTGS, NEFT, fund transfers)
  • CRM and Salesforce expertise
  • Microsoft Office Suite proficiency
  • Leadership and team management
  • Product knowledge

Certification

  • NISM (National Institute of Securities Markets)
  • IRDA (Insurance Regulatory and Development Authority)

Personal Information

Date of Birth: 04/28/93

Languages

English
First Language
Hindi
Beginner
A1

Timeline

Manager (Relationship Manager)

IDFC First Bank Ltd
08.2023 - Current

DMII (Relationship Manager)

ICICI Bank
02.2023 - 07.2023

Manager (CSM)

Au Small Finance Bank
06.2021 - 02.2023

Deputy Manager (Service Delivery Manager)

IndusInd Bank Ltd
05.2019 - 06.2021

Assistant Manager (Customer Service Officer)

Axis Bank Ltd
07.2016 - 04.2019

Assistant Manager (Teller)

HDFC Bank Ltd
10.2015 - 07.2016

MBA - Finance

Manav Bharti University

Bachelor of Commerce -

Manav Bharti University

Intermediate -

CBSE Board

Matriculation -

CBSE Board

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Shalini Raghav