SHILPA A
Relationship Manager
Bengaluru
Summary
IT-focused BFSI professional with 5 years of experience across retail banking, digital banking operations, and customer lifecycle management. Strong expertise in consumer banking (CASA), deposits, customer workflows, and digital onboarding journeys. Hands-on experience in requirement gathering, BRD/FRD documentation, AS-IS/TO-BE process mapping, gap analysis, UAT execution, defect validation, and stakeholder coordination. Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
5
5
years of professional experience
7
7
Certifications
Work History
Relationship Manager
HDFC Bank Ltd
Bengaluru
01.2023 - 01.2026
- Managed consumer banking portfolio (CASA, deposits, customer lifecycle) for 1,600+ clients, ensuring alignment with product offerings and revenue targets
- Analyzed customer and transaction data to identify underperforming segments, improving performance from 10% to 80%
- Collaborated with internal product and operations teams to improve customer journey and service processes
- Worked on pricing, fee structures, and account-level insights to drive revenue and customer retention
- Built dashboards using Tableau to track KPIs and enable data-driven decision making
- Handled customer escalations and ensured resolution through coordination with backend and IT teams
Client Care Executive
Standard Chartered Bank – GBS
Bengaluru
01.2021 - 01.2023
- Supported UAT activities by reviewing test scenarios, validating outputs, and ensuring alignment with business requirements
- Logged defects, tracked resolution, and coordinated with IT teams for fix validation and retesting cycles
- Performed business process analysis to identify gaps in customer journeys and recommended improvements
- Partnered with Data & Tech teams for MIS validation, data accuracy checks, and workflow corrections
- Worked on core banking functional modules, including CASA accounts, transaction processing, customer data validation, and service request workflows during UAT and issue resolution activities
- Achieved 100% service KPIs through structured issue resolution and root cause analysis
Business Development Associate
Byju’s
12.2020 - 01.2021
- Conducted requirement discussions, product demos, and solution mapping based on customer needs.
- Delivered product demos and contributed to solution alignment
Education
Master’s - Financial Analysis
Mount Carmel College, Autonomous
BANGALORE INDIA01-2020
Bachelor’s of commerce (B.Com) -
Alva’s College, Moodbidri
MANGALORE INDIA01-2018
Skills
- Requirement Gathering
- BRD / FRD Documentation
- Gap Analysis
- AS-IS / TO-BE Process Mapping
- CASA (Savings & Current Accounts)
- Digital Banking
- Payments
- KYC / AML
Testing & UAT
- SQL (Basic)
- Excel (Pivot
- Core Banking Systems (Finacle)
Jira
Certification
Business Analysis Foundations – LinkedIn Learning
Timeline
Relationship Manager
HDFC Bank Ltd
01.2023 - 01.2026
Client Care Executive
Standard Chartered Bank – GBS
01.2021 - 01.2023
Business Development Associate
Byju’s
12.2020 - 01.2021
Master’s - Financial Analysis
Mount Carmel College, Autonomous
Bachelor’s of commerce (B.Com) -
Alva’s College, Moodbidri
PROJECTS
1.Digital Banking Onboarding Improvement
- Studied the current account onboarding process for retail banking customers
- Identified delays in KYC verification and account activation steps
- Suggested simple process improvements to reduce turnaround time
- Supported testing (UAT) to ensure the updated process worked correctly
- Checked and validated data across reports to ensure accuracy
- Identified mismatches in data and reported them to IT teams
- Helped improve reliability of internal reporting