Shanti Tyagi
Ghaziabad
Summary
With over 12 years of experience in the banking industry, I have a proven track record in leading teams towards achieving significant customer and business growth. My background includes substantial achievements across sales performance, operational enhancements, and community relations, which align with the strategic goals of leading a bank branch successfully. Enthusiastic professional experienced in leading branch staff to exceed sales goals while delivering excellent customer service.
Overview
12
12
years of professional experience
Work History
Bank Branch Manager
IDFC FIRST Bank
Ghaziabad
03.2024 - Current
- Spearheaded the growth strategy for the branch, resulting in a 25% increase in customer base within one fiscal year
- Implemented a customer service excellence program that improved customer satisfaction ratings by 30%
- Coached and developed a team of 20 employees, enhancing their sales techniques and interpersonal skills
- Managed the branch budget effectively, cutting operational costs by 10% without impacting service quality
- Created and maintained profitable community relationships, leading to a significant increase in local business clientele
- Oversaw compliance with all regulatory requirements, ensuring zero noncompliance issues throughout tenure
- Direct all operational aspects including distribution operations, customer service, human resources, administration and sales
- Assess local market conditions and identify current and prospective sales opportunities
- Initiated sales campaigns to increase deposits and loan products in the branch.
- Conducted regular meetings with employees to discuss goals and performance issues.
- Established relationships with corporate clients to identify potential business opportunities.
- Assisted in developing marketing plans for new products and services offered by the bank.
Branch Manager
ICICI Bank
Ghaziabad
02.2020 - 03.2024
- Organized staff training initiatives that resulted in a 20% uptick in cross-selling products
- Managed daily branch operations, achieving a 98% accuracy rate in transaction processing and reporting
- Initiated a local marketing campaign that elevated brand presence and attracted 500 new accounts
- Strengthened branch compliance, with audits receiving commendations for adherence to policies
- Implemented customer feedback mechanisms that enhanced product offerings and service
- Oversaw a portfolio of over 1000 clients, consistently achieving top performance in client retention
- Led a successful project to introduce a new banking platform, increasing user engagement by 40%
- Expanded the wealth management services, resulting in a 15% growth in assets under management
- Assess local market conditions and identify current and prospective sales opportunities
- Conducted regular performance reviews for all employees in the branch.
- Invested funds and recommended appropriate dividend issuances based on historical dividend patterns and expected cash flows.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Monitored and analyzed market trends, competitor activity, product innovations, and customer needs and preferences.
- Created weekly reports detailing branch activities such as sales volume, budgeting, and inventory levels.
Branch Operations Manager
ICICI Bank
Ghaziabad
04.2014 - 01.2020
- Implemented a customer service excellence program that improved customer satisfaction ratings by 90%
- Managed daily branch operations, achieving a 98% accuracy rate in transaction processing and reporting
- Ensure compliance with all applicable laws, regulations, and policies
- Ensured efficient delivery of products and services to clients
- Developed and implemented policies and procedures
- Managed subordinate staff in the day-to-day performance of their jobs
- Ensure accuracy of financial transactions
- Monitored quality activities and assigned work to employees in functional area
- Coordinated customer service initiatives and staff training.
- Strengthened operational efficiencies and traceability by developing organizational filing systems for billing, receiving and delivery records and reports.
- Prepared monthly reports on branch performance metrics.
- Performed routine audits of branch operations to identify areas for improvement.
Relationship Manager
ICICI BANK LTD
05.2012 - 03.2014
- Developed and maintained strong relationships with clients to ensure satisfaction and loyalty.
- Identified customer needs, developed customized solutions, and provided knowledgeable advice.
- Created marketing materials and presentations for prospective clients.
- Provided ongoing support throughout the sales cycle by responding promptly to inquiries, resolving issues, and following up on requests in a timely manner.
- Evaluated customer feedback to identify areas of improvement in products or services offered.
- Collaborated with internal teams to develop strategies that would increase customer engagement levels.
- Analyzed market trends and identified potential new customers through research activities.
- Maintained accurate records of all client interactions within the company's CRM system.
- Resolved escalated customer issues efficiently and effectively within established timelines.
- Achieved client loyalty through quality, productivity, service and proactive management.
- Built long-term relationships with lucrative clients by utilizing active listening, effective communication and dynamic interpersonal skills.
- Invested funds and recommended appropriate dividend issuances based on historical dividend patterns and expected cash flows.
Education
PG - Banking and Finance
Manipal University
Bangalore04.2012
Bachelor - computer Application
Guru Gobind Singh Indraprastha University
New Delhi12.2007
Class XII -
UP-BOARD
U.P.01.2004
Class X -
UP-BOARD
U.P.01.2002
Skills
- Financial Management
- Customer Relationship Management – CRM
- Sales Strategies
- Operational Efficiency
- Budgeting
- Compliance and Risk Management
- Regulatory Compliance
- Financial Services
- KYC Operations
- FINONE
- Core Banking solutions
- Financial Software
- SFDC
- AML AND KYC TOOLS
Languages
- English, Native
- Hindi, Advanced
Timeline
Bank Branch Manager
IDFC FIRST Bank
03.2024 - Current
Branch Manager
ICICI Bank
02.2020 - 03.2024
Branch Operations Manager
ICICI Bank
04.2014 - 01.2020
Relationship Manager
ICICI BANK LTD
05.2012 - 03.2014
PG - Banking and Finance
Manipal University
Bachelor - computer Application
Guru Gobind Singh Indraprastha University
Class XII -
UP-BOARD
Class X -
UP-BOARD
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