Summary
Overview
Work History
Education
Skills
Accomplishments
Clientservicing
Informationtechnology
Applicationsoftware
Languages
Hobbies and Interests
Languages
Timeline
Generic
SHEBHA BIZLY

SHEBHA BIZLY

CHENNAI

Summary

Having More than 17 years of qualitative experience in managing various Banking operations, transaction processing, audit, customer service & business development through relationship management, fund administration experience Having 2 Years’ Experience in Financial Service Manager in ICICI Prudential Life Insurance company Experience in Handling Wealth Segment: Banking Operations HNI Portfolio, Management Demat Operations, Client Relationship Management, Cash Management ,FOREX Operations NRI Operations and Compliance Transaction monitoring pertaining to various customer group-Retail Banking, Commercial Banking and Corporate Banking for Wealth Management Clients. Financial Transaction processing for HNI Clients. Supervises a team a fund administration support team Disposition of AML & EDD (Customer and account level) generated by the core banking system. Validation of escalation cases for the team, collates the daily productivity date for the daily reports. Handling queries identified from RELATIONSHIP MANAGERS and HNI CLIENTS. Manages relationships with assigned clients and ensures all questions are answered and issues are resolved. Understanding, Analyzing and documenting Business Requirements and coordinating with compliance team to formulate Workable solutions. Perform internal quality audits, which resulted in a significant reduction in errors. Tallied Certified Branch manager with exceptional drive and dedication to accomplishing business objectives and exceeding customer expectations. Several year history of success in the field.

Overview

17
17
years of professional experience

Work History

DEPUTY BRANCH MANAGER

ICICI BANKING
Chennai
01.2024 - Current
  • Operational Efficiency Tracking: Collaborate in tracking and reporting operational efficiency against established targets.
  • Management Communication: Effectively communicate operational results and variance explanations to senior management.
  • Planning and Commitments: Assist in the preparation and finalization of Annual Operating Plans (AOP), Long-Range Plans (LRP), and commitments, including complex analyses like Price over Inflation impact (POI)
  • Monthly Reporting: Support the preparation and submission of monthly actual results and forecasts by interacting with various functions in systems like Hyperion.
  • Highlight risks, opportunities, and provide recommendations, backed by sensitivity analysis.
  • Financial Analysis: Contribute to the creation of financial bridges, customer and product growth analyses, and similar financial assessments.
  • Operational Review: Assist in the preparation of monthly operational review documents, including sales order charts, Cash Cycle Matrix, Sales & Operating Margin Bridges, and non-financial data.
  • Compliance Support: Act as the Single Point of Contact (SPOC) for compliance-related audits, such as SOX, Internal Audits, Yearly Statutory Audits, and complex variances like Quarterly Flux Analysis related to reporting and MIS
  • Ensures team is rigorously tracking fund data and monitoring compliance with all regulatory requirements.
  • Analyzed trends in customer accounts to identify opportunities for cross-selling products and services.
  • Assisted in the recruitment, training, and development of branch personnel.
  • Developed and implemented new operating procedures to improve branch efficiency.
  • Managed daily branch operations including customer service, sales, teller transactions, and loan processing.
  • Participated in audits conducted by external regulatory agencies.
  • Monitored compliance with banking regulations and internal policies and procedures.
  • Provided guidance on complex financial matters such as investments or retirement planning.
  • Collaborated with other departments within the organization on initiatives related to branch operations.
  • Resolved customer complaints promptly and professionally.

Regional Service Manager

ICICI banking
Chennai
01.2021 - 01.2023
  • Coordinating with the Regional Risk Manager and assisting on branch compliance issues.
  • Improving branch service scores and maintaining zero customer complaints for zone complaints.
  • FOCUS / Net Promoter Score – Upgrading the service skills for staff who handle customers on a daily basis, towards improvement in branch service.
  • Maintaining service rejections under control for the region/zone.
  • Quality of Service Requests taken care, to do as per process for avoiding rejections.
  • Portfolio management of High-Net-worth Individuals, valuing up to 180 Crores, and serves as the lead point of contact for all customers.
  • Educated clients on potential risks and rewards associated with various investments.
  • Recommended specific investments to help clients meet financial goals.
  • Investment Management - Life Insurance, Mutual Funds, PMS, and AIF. Analyzed financial needs of clients and developed tailored strategies to meet goals.
  • Supervises a support team responsible for operational fund administration activities, including processing payments and transactions, and tracking fund data.
  • Scheduled regular onsite visits to ensure quality standards were met by technicians.
  • Coordinated activities between different departments such as sales, marketing, finance.
  • Monitored inventory levels of spare parts and equipment necessary for servicing customers.
  • Provided guidance and advice on best practices for resolving difficult customer service cases.
  • Trained new employees on company policies and procedures related to customer service.

Deputy Branch Manager

ICICI WEALTH Management
Chennai
01.2015 - 01.2020
  • Branch Health, Compliance, and Audit
  • Branch Focus, Net Promoter Score
  • Customer Service, Branch Sales
  • Ensuring process and compliance in place.
  • Overall control pertaining to operational activities in the branch.
  • Coordination with customers, towards their queries and solving them instantly.
  • Managing team by assigning individual tasks in customer service and audit parameters.
  • Training given to new employees in process and compliance.
  • Liaising with departments and working towards standardization and automation of systems and processes.
  • Ensure that queries and grievances of high-profile customers are handled on priority, and exemplary service is provided within stipulated TAT.
  • Checking of accounts opened – Savings / Current for enhanced due diligence. Customer's KYC documents and other related certificates – ensuring genuineness of the same.
  • Creating controls in the process wherever required and reviewing the existing control at regular intervals.

Customer Service Manager

ICICI WEALTH Management
Chennai
01.2010 - 01.2015
  • Build and maintain strong relationships with high net worth (HNW) clients
  • Understand clients' financial goals, preferences, and risk tolerance.
  • Provide personalized financial advice and solutions.
  • Conduct comprehensive financial analyses for clients.
  • Develop customized wealth management plans based on clients' needs.
  • Manage and oversee the investment portfolios of clients.
  • Monitor market trends and recommend adjustments to optimize portfolio performance.
  • Diversify investments based on clients' risk profiles and market conditions.
  • Commend investment strategies to help clients achieve their financial objectives.
  • Maintained up-to-date knowledge of company products, services, pricing structures, promotions.
  • Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
  • Provided exceptional customer service to ensure customer satisfaction.

FINANCIAL SERVICE MANAGER

ICICI PRUDENTIAL LIFE INSURANCE COMPANY LTD
08.2007 - 10.2009
  • Sales and Business Development: Generate leads and identify potential customers
  • Meet sales targets and achieve business goals
  • Promote and sell life insurance products to customers
  • Develop and maintain a strong customer base
  • Customer Relationship Management: Build and nurture relationships with clients
  • Provide excellent customer service and address customer queries
  • Conduct regular follow-ups with clients to ensure satisfaction
  • Assist clients in understanding various insurance products
  • Financial Advisory: Conduct financial needs analysis for clients
  • Provide personalized financial advice based on clients' goals and risk tolerance
  • Recommend suitable insurance products to meet clients' needs
  • Stay informed about market trends and product updates
  • Documentation and Compliance: Ensure all necessary documentation is completed accurately
  • Adhere to regulatory and compliance guidelines
  • Maintain confidentiality of client information
  • Keep up-to-date with changes in insurance regulations and policies
  • Team Collaboration: Collaborate with other team members to achieve overall team targets
  • Participate in training programs and share knowledge with colleagues
  • Work closely with other departments, such as underwriting and claims, to streamline processes
  • Reporting: Prepare and submit regular reports on sales activities and performance
  • Keep management informed about market trends and customer feedback
  • Analyses data to identify areas for improvement and growth
  • Continuous Learning: Stay updated on industry trends, financial markets, and insurance products
  • Participate in training sessions to enhance product knowledge and sales skills
  • Pursue professional certifications related to financial services and insurance
  • Problem Solving: Address and resolve customer issues in a timely and effective manner
  • Identify and overcome challenges related to sales and customer service
  • Work with clients to find solutions that meet their financial goals.

Education

Post Graduate Diploma In Banking -

Manipal University
Bangalore
11-2010

BA Economics - Economics

Madras Christian College
Chennai
04-2005

12th Standard -

Kendriya Vidhyalaya Meenambakkam , (CBSC)Chennai

Skills

  • Banking operations
  • Transaction processing
  • Auditing
  • Relationship management
  • Fund administration
  • Wealth segment handling
  • HNI portfolio management
  • Account analysis expertise
  • Financial Oversight
  • Client Relationship Management
  • Project Management
  • Client relationship management
  • Cash management
  • FOREX operations
  • NRI operations and compliance
  • Transaction monitoring
  • Financial transaction processing
  • AML & EDD disposition
  • Escalation case validation
  • Business requirements analysis
  • Compliance coordination
  • Internal quality audits
  • Financial analysis
  • Operational review
  • Compliance support
  • Risk management
  • Service management
  • Portfolio management
  • Investment management
  • Financial planning
  • Market trend monitoring
  • Sales and business development
  • Lead generation
  • Financial advisory
  • Documentation and compliance
  • Team collaboration
  • Problem-solving
  • Risk Mitigation
  • Credit analysis
  • Financial analysis and planning
  • Financial Information Systems
  • Analytical Skills

Accomplishments

  • Won Service Excellence Award
  • Received Eagle Eye Award
  • Won Acer Performer Award for Best Performer
  • Won Acer Performer Award for Life Insurance

Clientservicing

  • Managing customer-centric banking operations & ensuring customer satisfaction by achieving delivery & service quality norms.
  • Attending to investors/clients (individuals/corporate clients) concerns & complaints and undertaking steps for effectively resolving them.
  • Interacting with the customers to gather their feedback regarding the product utilities.

Informationtechnology

  • Knowledge in Functional testing and User Acceptance testing.
  • Involved in Functional study and Knowledge transfer of Finacle CRM module.
  • Hands-on experience in Customer Maintenance Modification Menu in finacle.
  • Knowledge in workflow of Cash menu, account maintenance, lien maintenance, and clearing menus of Finacle Software.
  • Maintaining daily/routine including day begin and day end, besides attending break down, regulating change in user level.

Applicationsoftware

  • FINACLE developed by INFOSYS.
  • FINACLE CRM developed by INFOSYS.
  • In DP secure Demat Application
  • Star Application for Forex

Languages

  • English
  • Hindi
  • Tamil

Hobbies and Interests

  • Community Involvement
  • Reading
  • Gardening
  • Cooking

Languages

Tamil
First Language
English
Advanced (C1)
C1
Hindi
Upper Intermediate (B2)
B2

Timeline

DEPUTY BRANCH MANAGER

ICICI BANKING
01.2024 - Current

Regional Service Manager

ICICI banking
01.2021 - 01.2023

Deputy Branch Manager

ICICI WEALTH Management
01.2015 - 01.2020

Customer Service Manager

ICICI WEALTH Management
01.2010 - 01.2015

FINANCIAL SERVICE MANAGER

ICICI PRUDENTIAL LIFE INSURANCE COMPANY LTD
08.2007 - 10.2009

Post Graduate Diploma In Banking -

Manipal University

BA Economics - Economics

Madras Christian College

12th Standard -

Kendriya Vidhyalaya Meenambakkam , (CBSC)Chennai

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