Shariq Bijal
Mumbai
Summary
Proven leader in the banking sector, notably with NSDL Payments Bank, adept at managing complex customer service operations, and enhancing satisfaction levels. Excelled in KYC processes and team motivation, significantly improving operational efficiency. Skilled in Oracle Flexcube and fostering high-performance teams, my approach has consistently driven positive outcomes in customer service management. Currently appointed as an interim Branch Manager designation.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Deputy Manager
NSDL Payments Bank
Mumbai
08.2021 - Current
- Oversaw end-to-end resolution of customer queries and complaints, ensuring adherence to regulatory timelines and service standards, including RBI CMS cases.
- Acted as a single point of ownership for critical customer issues, driving resolution through cross-functional coordination.
- Supervised daily branch operations and customer service functions, ensuring smooth workflow and high service quality.
- Led call center operations, including agent hiring, onboarding, training, and certification to maintain service efficiency.
- Monitored and analyzed customer complaint trends, implementing corrective actions to enhance overall customer experience.
- Strengthened processes and SOPs to improve turnaround time (TAT) and reduce repeat complaints.
- Managed audit queries and compliance requirements, ensuring alignment with internal policies and regulatory guidelines.
- Ensured accurate document verification and Video KYC processing, maintaining strict compliance standards.
- Prepared and presented MIS reports, dashboards, and performance insights for senior management review.
- Conducted team performance evaluations, coaching staff to improve productivity and service delivery.
- Established customer satisfaction tracking mechanisms and drove initiatives to improve service quality.
- Coordinated with internal departments and external stakeholders to ensure seamless issue resolution.
- Maintained high standards of data privacy and confidentiality in all customer interactions.
- Led training sessions and knowledge-sharing initiatives for new and existing team members.
- Implemented quality control measures to maintain consistency in service delivery.
- Managed high-volume communication channels, ensuring prompt and effective responses.
- Represented the organization in external engagements, including coordination with law enforcement agencies for case support.
- Supported business continuity by stepping into leadership roles (Interim Branch Manager) when required.
- Facilitated process improvements and automation suggestions to enhance operational efficiency.
- Ensured team adherence to attendance, productivity, and performance benchmarks.
Sr. Executive Operations
Nsdl Payments Bank (Outsourced)
Mumbai
04.2020 - 07.2021
- Company Overview: NSDL Payments Bank is a step ahead by your very own NSDL, the first and largest depository in India
- Handling of customer queries
- Understanding of complaint processes and procedures
- Giving support to customers via email and calls if necessary
- Identifying customer needs and responding to them
- Making suggestions for improving service or processes
- Writing up customer activity reports for managers
- Taking full ownership of customer queries until they are resolved
- Providing resolution to customers at its best
- Checking of documents and processing of Video KYC
- NSDL Payments Bank is a step ahead by your very own NSDL, the first and largest depository in India
Executive Operations
Doha Bank (Outsourced)
Mumbai
11.2016 - 04.2020
- Company Overview: Doha Bank is one of the largest commercial banks in the State of Qatar and has been consistently registering a strong growth during the last decade with participative leadership philosophy
- Maintained accounts for both NRI and Resident customer
- Performed quality checks for savings accounts
- Managed customer communications for Dormant and Inactive accounts
- Processing customer Request Forms, Issuance of ATM debit cards and cheque books
- Updating of KYC documents in Finacle system and CRM
- Internet banking monitoring, mobile banking, and troubleshooting customer queries
- Pin Printing of Internet Banking for Retail and Corporate Customers
- Ensured inward and outward clearing cheque images are technically verified and authorized
- ATM, POS and Visa reconciliation and posting of transactions in Finacle system
- Updating customers KYC records in Cersai system to generate their CKYC number
- Reconciliation of internet banking transactions (NEFT / RTGS)
- Addressing audit queries and attending Customer queries
- Fixed Deposits (Booking, funding, and Closing of Term Deposits) for NRI and Resident Customers on Indian and foreign currency
- Doha Bank is one of the largest commercial banks in the State of Qatar and has been consistently registering a strong growth during the last decade with participative leadership philosophy
Education
B.Com - Accounting and Finance
Lala Lajpatrai College of Commerce & Economics
Mumbai04.2016
H.S.C. -
Lala Lajpatrai College of Commerce & Economics
Mumbai04.2013
S.S.C. -
St. Joseph High School
Mumbai03.2011
Skills
- KYC (Know Your Customer)
- Management Information System
- SFMS
- OTRS (Open Source Ticket Request System)
- Oracle Flexcube
- Microsoft Office Suite
- Finacle
- Recruiting and interviewing
- Team motivation
- Decision maker
- Performance reviewing
- Customer service and satisfaction
Certification
Certified - Card Operations, Indian Institute of Banking & Finance
Languages
Hindi
First Language
English
Upper Intermediate (B2)
B2
Timeline
Deputy Manager
NSDL Payments Bank
08.2021 - Current
Sr. Executive Operations
Nsdl Payments Bank (Outsourced)
04.2020 - 07.2021
Executive Operations
Doha Bank (Outsourced)
11.2016 - 04.2020
B.Com - Accounting and Finance
Lala Lajpatrai College of Commerce & Economics
H.S.C. -
Lala Lajpatrai College of Commerce & Economics
S.S.C. -
St. Joseph High School