Sheetal Karkera
Senior Manager - Retail Branch Banking
Mumbai
Summary
Dedicated to delivering exceptional customer service and ensuring thorough follow-up, consistently striving to exceed targets. Proven ability to build strong client relationships, fostering loyalty and satisfaction through attentive communication and problem-solving skills. Committed to understanding customer needs and providing tailored solutions that enhance the overall experience. Passionate about driving results and contributing to individual and team success in a dynamic environment.
Overview
13
13
years of professional experience
2
2
Certifications
3
3
Languages
Work History
Senior Manager - SDM
RBL Bank
Mumbai, India
07.2025 - Current
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Enhanced service delivery by developing and implementing efficient processes.
- Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Developed training programs to enhance employee skills and boost overall productivity levels.
- Streamlined operations for improved customer satisfaction and retention rates.
- Maintained up-to-date knowledge of industry trends, incorporating best practices into internal procedures for ongoing success.
- Performed monthly compliance checks.
- Monitored financial transactions to detect any suspicious activity or potential fraud.
- Improved branch efficiency by streamlining operations and implementing new processes.
- Enhanced customer experience by providing exceptional service and addressing concerns promptly.
- Maintained compliance with industry regulations, minimizing risk exposure for the company through diligent oversight of operations.
Manager - Teller Authorizer
HDFC Bank
Mumbai
02.2023 - 05.2025
- Handling and Monitoring all Retail Branch operations.
- Ensuring effective execution of branch operations timely and error free processing of branch transactions.
- Ensuring the highest service standards are maintained for servicing of clients with minimum turn-around-time.
- Mentoring, training, and Developing team members to ensure operational efficiency and Product.
- Ensuring strict adherence to KYC.
- Authorizing opening and processing of FDRs, DD/PO, RTGS, NEFT and cash transaction.
- Monitoring suspense accounts, deferred accounts, accounts payable/receivable and ensuring TAT for timely movement of funds. Reviewing EOD reports (BJR/Instruments issued/ EOD position etc.)
- Managing cash and non-cash transactions- Supervising transactions like demand drafts, money transfers and cash withdrawal.
- Managing the branch vault- Being responsible for the branch vault, including managing vault limits.
- Maximized performance by monitoring daily activities and mentoring team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Relationship Assistant (II)
Bharat Co-operative Bank (Mumbai) Ltd
Mumbai
04.2017 - 11.2021
- Handled day-to-day banking activities.
- Handling customer queries on the calls as well in the branch.
- Helping customers in depositing, withdrawal, transfer of cheques over the counter and also Assisting them with the best deposit scheme for long term as well as short term.
- Helping customers in digital mode of banking, issuance of Debit Card etc.
- Handled credit department of the bank.
- Recovery of NPA Accounts and overdue Accounts.
- Renewal of Cash Credit / Overdraft Accounts
- Recommending Fresh Term Loans.
- Marketing of Banking Products.
- Issuing LIC and HDFC Policy to customers.
- Helping Auditors at the time of auditing.
Temporary Clerk
Bharat Co-operative Bank (Mumbai) Ltd
Mumbai
12.2016 - 02.2017
- Helping customers in depositing, withdrawal, transfer of cheques over the counter, Assisting them with the best deposit scheme for long term as well as short term.
IELTS Trainer
Tech2People
Mangalore
05.2015 - 11.2016
- Enhanced student understanding of complex IELTS topics by utilizing real-world examples and interactive activities.
- Improved student confidence in English language abilities through consistent feedback and encouragement.
- Increased IELTS score averages by implementing personalized study plans and engaging learning techniques.
- Conducted regular progress assessments to track student improvement and adjust teaching strategies accordingly.
- Created teaching materials and developed engaging lesson plans for IELTS Modules.
- Organized workshops for students focusing on advanced vocabulary development, grammar accuracy, and idiomatic expressions essential for high-scoring IELTS performance.
- Multitasked and prioritized student assignments to meet strict deadlines and last-minute requests.
- Assisted students in identifying strengths and weaknesses, tailoring instruction to address individual needs for optimal results.
- Provided one-on-one tutoring sessions for students requiring additional support or focused practice on specific IELTS sections.
- Served as a mentor to new IELTS trainers, sharing expertise and guiding them in developing effective instructional practices.
Senior Process Executive (Process Trainer)
Infosys BPO Limited
Bengaluru
06.2012 - 06.2014
- Worked for a Client of Income Tax India which deals with efiling the Income Tax returns.
- Preparing and submitting the daily and monthly reports.
- Conducting training for the new employees and molding them according to the corporate requirements.
- Training on the process relating to customer service.
- Collaborated with peers to measure ongoing process performance, enacting changes based on historical data.
- Generated monthly metric reports, interpreted results and developed processes and solutions.
- Implemented robust quality control measures to minimize errors, reduce rework, and maintain customer satisfaction levels.
- Managed high-performing teams to deliver projects on time, within budget, and exceeding expectations.
Education
Master of Commerce -
Mangalore University
06-2018
Skills
- Effective team leadership
- Operational efficiency management
- Strategic planning
- Decision-making
- Time management
- Performance management
- Staff development
- Workforce management
- Customer service
- Financial management
- Business development
- Project management
- Marketing
- Business administration
- Staff management
- Customer relationship management (CRM)
Certification
2018-05 IIBF AML & KYC Certified
Timeline
Senior Manager - SDM
RBL Bank
07.2025 - Current
Manager - Teller Authorizer
HDFC Bank
02.2023 - 05.2025
Relationship Assistant (II)
Bharat Co-operative Bank (Mumbai) Ltd
04.2017 - 11.2021
Temporary Clerk
Bharat Co-operative Bank (Mumbai) Ltd
12.2016 - 02.2017
IELTS Trainer
Tech2People
05.2015 - 11.2016
Senior Process Executive (Process Trainer)
Infosys BPO Limited
06.2012 - 06.2014
Master of Commerce -
Mangalore University