Hi, I’m
SHIVANGI MISHRA
BRANCH OPERATION HEAD
Greater Noida,UP
Summary
Results-driven Branch Operations Manager with expertise in KYC compliance, regulatory adherence, and risk management. Proven track record in enhancing operational efficiency and conducting compliance audits to mitigate fraud risks.
Overview
2
Languages
11
years of professional experience
Work History
HDFC BANK Ltd.-INDIA
Branch Operations Manager
11.2024 - Current
Job overview
- Implemented effective operational procedures to enhance branch efficiency and improve customer service.
- Trained and mentored staff on compliance and regulatory requirements to ensure accurate KYC operations.
- Monitored transaction activities to mitigate risks and ensure adherence to regulatory standards.
- Collaborated with cross-functional teams to streamline processes and improve branch performance metrics.
Kotak Mahindra Bank
Branch Operations Manager
04.2022 - 10.2024
Job overview
- Conducted regular audits of KYC documentation to maintain accuracy and compliance with organizational policies.
- Facilitated communication between departments to ensure timely resolution of customer queries and issues.
- Analyzed customer feedback to identify areas of improvement, fostering a culture of continuous enhancement.
- Developed strong relationships with clients, resulting in increased loyalty and repeat business.
- Managed daily branch operations for optimal productivity and customer satisfaction.
- Supervised a team of employees, fostering a positive work environment and emphasizing professional growth.
- Trained employees on proper procedures and strategies to improve productivity.
- Performed monthly compliance checks.
- Collaborated with senior management to create strategic plans for future branch growth and expansion.
- Conducted regular performance evaluations for staff members, identifying areas for improvement and opportunities for advancement.
- Established best practices for resolving client issues quickly while maintaining high standards of professionalism.
- Improved branch efficiency by streamlining operations and implementing new processes.
- Overhauled outdated operational procedures to increase branch effectiveness and reduce errors.
- Organized staff schedules to ensure adequate coverage during peak business hours while maintaining employee satisfaction.
- Oversaw inventory management processes, ensuring accurate records and timely reordering for optimum stock levels.
- Monitored financial transactions to detect any suspicious activity or potential fraud.
- Increased client and supplier satisfaction by solving complex issues with efficient resolutions.
- Assisted in the recruitment process, selecting top talent to join the team and contribute to the success of the organization.
- Complied with regulatory guidelines and requirements.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
ICICI Bank
Deputy Branch Manager
06.2015 - 11.2018
Job overview
- Led the implementation of compliance measures that enhanced risk management processes across the branch.
- Mentored junior staff on KYC protocols, improving team knowledge and adherence to compliance standards.
- Streamlined operational workflows, resulting in improved accuracy in customer account verifications.
- Developed training modules for staff on regulatory compliance, fostering a culture of accountability and accuracy.
- Conducted audits on customer documentation, ensuring adherence to regulatory requirements and enhancing operational integrity.
- Facilitated communication between departments to resolve customer inquiries efficiently and enhance service delivery.
- Managed branch operations, ensuring compliance with bank policies while improving customer satisfaction.
- Enhanced branch efficiency by streamlining internal processes and implementing staff training programs.
- Analyzed market trends to stay current on industry best practices, incorporating new ideas into existing strategies for continuous improvement.
- Acted as interim Branch Manager during vacations or absences from work; provided seamless leadership continuity without sacrificing operational efficiency.
- Involved actively in talent acquisition activities such as interviewing potential candidates; bolstering team capabilities through strategic hiring decisions.
- Conducted regular audits of branch operations to identify areas for improvement and implement corrective actions.
- Implemented risk management protocols, reducing financial losses due to fraud or operational errors.
- Ensured strict adherence to all regulatory requirements through consistent enforcement of policies and procedures across the branch team members.
- Prepared cash flow projections, cost analysis and monthly, quarterly and annual reports.
- Designed and maintained financial models to identify and measure risks.
- Conducted financial due diligence on potential investments and acquisitions.
Education
DOON INSTITIUTE OF MANAGEMENT AND RESEARCHRishikesh, India
Bachelor of Commerce from Commerce, Economic, Business Studies, Accounting
04.2001
Institute of Finance, Banking And InsuranceDehradun, India
Post Graduate Diploma from Banking And Finance
04.2001
Skills
Branch operations management
KYC compliance
Regulatory adherence
Compliance audits
Branch compliance
Transaction monitoring
Fraud detection
Risk management
Compliance reporting
Audit documentation
Operational efficiency
Timeline
Branch Operations Manager
HDFC BANK Ltd.-INDIA
11.2024 - Current
Branch Operations Manager
Kotak Mahindra Bank
04.2022 - 10.2024
Deputy Branch Manager
ICICI Bank
06.2015 - 11.2018
Institute of Finance, Banking And Insurance
Post Graduate Diploma from Banking And Finance
04.2001
DOON INSTITIUTE OF MANAGEMENT AND RESEARCH
Bachelor of Commerce from Commerce, Economic, Business Studies, Accounting
04.2001