Shivaraj T S
Assistant Manager
Bangalore,KA
Summary
Seeking assignments in Branch Banking / Service Delivery with an organization of repute.
An astute professional with 7 years in Banking Customer Service, Service Quality and Training. Currently associated with Kotak Mahindra Bank Ltd, as Team Leader. An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty. Proficient Service Quality Manager with strong result orientation, Team leadership skills and intense customer focus. Deft in implementing process improvements and rendering quality services to the client for achieving customer satisfaction based on the call observations and customers feedback and making the Customer Service delighted for customers. Skilled in imparting soft skill training, product and process training as per Business requirement. Comfortable in working in multi-cultural background with people from diversified backgrounds. Possesses good training and motivational abilities while maintaining Quality and Productivity.
Overview
12
12
years of professional experience
Work History
SPOC for BNPL Transactions
Standard Chartered Research & Technology India Pvt Ltd
05.2022 - 02.2025
- Started career in the organization as SPOC for BNPL transactions.
- Handling the BNPL collections team end-to-end closer.
- Callings on over due/Pre-intimation process.
- Handling partner (E-Bix cash) team of 11 (Collection and on-boarding callings)
- Handled in & out of the transactions of BNPL from Onboarding issue till re payment stage.
- Handling collection from BNPL Customers.
- Handled Regular onboarding of the new buyers to the platform.
- Handled activation of new buyers in the platform under COD category.
- Activated 14% of the dormant customers from the allocation every month.
- Activated 18% of the dormant customers month on month.
- Regularly visited the buyers/sellers to understand their issue & take necessary actions to resolve the hurdles.
- Moved to OMT team to handle complaints of during their order journey.
- Resolved the maximum number of complaints within timelines.
- Majority of the complaints handled are return-related, shipment not received, Pay later disputes, Seller disputes in RVP & RTO shipments received.
- Regular meetings to understand & help the stakeholder disputes.
- Handled escalations to ensure no customer reaches the consumer forum or takes legal action.
- CEO escalations are handled as per the policies defined.
- Fraud management is being conducted month & reported to SCB.
- Successfully handled BDO audits conducted quarterly.
- Moved to Process excellence recently.
- Sharing regular updates on irregularities in handling the complaints to management for corrections to avoid noncompliance.
- Sharing basic MIS report as & when required to Stake holders regards to the complaints.
- Identified and resolved a significant SCF fraud case by implementing corrective measures to safeguard operations.
Team Leader in Banking Customer Service
Kotak Mahindra Bank Ltd
10.2017 - 12.2019
- Handling a team of 15.
- Building Relationship and Customer Service.
- Organizational and Service Skill.
- Co-ordination and Management.
- Ability to Synthesize.
- MIS Skill.
- Ensuring adequate call center manpower to achieve Service level targets.
- Optimizing call center productivity, achieving correct quality standards.
- Resolving escalated complaints.
- Assisting customers in a friendly & respectful manner.
- Contributing in any way to possible projects.
Service Quality Manager
Kotak Mahindra Bank Ltd
06.2016 - 09.2017
- Ensuring quality customer service is delivered.
- Resolution of customer requests and complaints within specified TAT.
- Handling authorizations of all financial transactions in branch and ensuring transactions are carried out within the prescribed time.
- Handling of inward, outward remittances, BG issuances.
- Checking of account opening forms and ensuring all the required docs are as per the specified KYC guidelines.
- Handling locker operations, including locker allotments and surrenders.
- Handling Mutual fund and other investment transactions and providing suggestions and guide them in their investment plans.
- Joint Custodian of Vault.
- Deepening of CASA book assigned through personal and prompt service.
- Ensuring all activities in branch are running as per bank and RBI guidelines.
Team Leader
Kotak Mahindra Bank Ltd
09.2012 - 05.2016
- Holds the distinction of controlling Customer concerns over the phone/email.
- Holds the distinction of authorizing the different pending request raised by the Customer Service Representatives (For e.g. Net Banking/Mobile Banking unlock, Reversal request, Cheque book, Fund Transfer, ECS modification request, Term Deposit request etc.)
- Managing appropriate Service recovery by calling the customers for the poor feedback received in the NPS (Net Promoter Score) survey and converting them to promoters.
- Leading, mentoring & monitoring the performance of the Customer Service Representatives to ensure efficiency in delivering customer service through necessary Feedback and Training.
- Monitoring the performance of the Branch by doing Service Quality Oriented Check for the request/ complaint raised by the Branch.
Education
Bachelor’s in arts - English Honor’s
Bangalore University
KarnatakaSkills
- Decision making
- Team working and collaboration
- Complaint resolution
- Data analysis
- Quality assurance
- Team leadership
- Call center management
- Customer service
- Stakeholder management
- Process improvement
Languages
- Kannada
- English
- Hindi
Additional Projects
- Study on Branch banking Service Request TAT, complaints and NPS.
- Project on KEYA (Speech Bot)
- Project on KAIRA (Speech Bot)
Personal Information
- Father's Name: Suresh T K
- Date of Birth: 03/08/86
Timeline
SPOC for BNPL Transactions
Standard Chartered Research & Technology India Pvt Ltd
05.2022 - 02.2025
Team Leader in Banking Customer Service
Kotak Mahindra Bank Ltd
10.2017 - 12.2019
Service Quality Manager
Kotak Mahindra Bank Ltd
06.2016 - 09.2017
Team Leader
Kotak Mahindra Bank Ltd
09.2012 - 05.2016
Bachelor’s in arts - English Honor’s
Bangalore University
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