Shikha Srivastava

• Maintain AOP (Annual Operating Plan) for the financial year i.e. to prepare and track product (liability, assets and fees) wise
• Met deadlines by proactively managing individual and team tasks and streamlining processes.
• Assessed employee performance and developed improvement plans.
• Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
• Maintained friendly and professional customer interactions.
• Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
• Engaged employees in business processes with positive motivational techniques.
• Resolved various issues impacting sales management and business operations.
• Ensure Growth in NII (Net Interest Income) for branch .
• Forecasted trends and recommended improvements based on financial risk analyses.
• Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
• Complied with regulatory guidelines and requirements.
• Monitoring of transactions in newly opened accounts (AML )
• Ensure operations, risk control and process adherence at branches

• Maintained branch files for major accounts, investments and employees.
• Maintained friendly and professional customer interactions.
• Assessed employee performance and developed improvement plans.
• Trained employees on proper procedures and strategies to improve productivity.
• Coordinating with Branch Head to achieve business targets set by driving employee activation for business generation
• Acquisition of NTB & retention of OTB
• Monitoring all forex transactions & legal cases pertaining to branch.
• Ensuring the high standards of customer service in the branch.
• Tracking & resolving of escalated queries at the front & backend desks.
• To take part in the logistics management for Customer meets, Customer Service Committee meetings periodically.

• Meeting Monthly sales targets (CASA,forex,Personal loan,creditcard,home loan,business loan,Insurance,dmat etc)
• Supervise & Monitor Personal Banker desks and contract sales staff
• Enhancing the value of existing Portfolios ( HNW )
• Retention of existing portfolio ( preferred & Imperia )
• Authorize Personal Banker transactions / Teller Transactions
• Checking KYC/AML for the existing & new customers
• Lobby Management
• Resolution of customer queries/complaints
• Generate business, cross sell and monitor cross sales of Personal Bankers
• Cost Management and staff productivity
• Supervising all Non-Cash transactions like DD/MC, fund transfer etc

• Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
• Monitored participant workflow and behaviors throughout training process.
• Scheduled and taught in class to increase learning opportunities.
• Mentored new hires, resulting in stronger staff development and increased productivity.
• Supported productivity increase and business growth through new hire training and mentoring.
• Analyzed team performance and identified opportunities for additional training.
• Recruited and trained new members of guest service team.

CITIBANK N.A - OCTOBER 2006 - APRIL-2008

E-SERVE INTERNATIONAL - OCTOBER 2003- SEPTEMBER 2006

Expertise ( credit card & personal loans )

· Looking after Personal Loan division also as senior executive & also assisting team of 15 people in achieving their targets and selling loan.

· Achieving monthly targets (Alop,Blop,clop)

· Mentoring and Training junior executives and supporting them in business activities.

· Achieving other add on targets and other service parameters to qualify Sales And Service

· excellence

· Credibility checks such as ADB, MUE etc.

· Specialized knowledge and expertise, good understanding of the customers and their needs.

· Ability to work in a high pressure environment under strict deadlines and time constraints