Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Work Availability
Quote
Timeline
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Shivraj Suresh Sakhare

Shivraj Suresh Sakhare

Banking Professional
Mumbai

Summary

Versatile Senior Manager specializing in Banking and insurance skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company.

Overview

15
15
years of professional experience
1
1
Certification
1
1
Language

Work History

Senior Manager

IDFCFIRST Bank
Thane
08.2022 - Current
  • Responsible to manage team of 16 Virtual Relationship Managers
  • To analyse and maintain VRM’s portfolio health, growth and income
  • To monitor calls, customer engagement and business opportunity
  • Ensure business generation from fucus products like LI, GI, Retail assets and CASA
  • Conduct daily hurdles and team meet to review target gaps and set strategies to meet targets
  • Interact with cross-functional areas at the Functional Specialty level.
  • Provided strong leadership to enhance team productivity and morale.
  • Maintained frequent interaction with senior management to measure goal achievement and determine areas of improvement.

Manager-II

ICICIPruLife
04.2022 - 08.2022
  • Responsible for Life Insurance business of entire Phonebanking Centre
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Accomplished multiple tasks within established timeframes.
  • Managing 8 team leaders and 12 direct reportee and different departments within the bank
  • Working with analytics team for base management
  • Educate marketing partners on new toolsets, and help develop and implement best-in-class customer centric campaign strategies
  • Provide insight driven recommendations to enhance strategies and drive synergies across the organization
  • Interact with cross-functional areas at the Functional Specialty level.

Manager

HDFC Bank Ltd
05.2017 - 03.2022
  • SM-credit cards Dombivali
  • Managing a Team of 15 associates across 4 different functions / departments within the bank
  • Generating credit card Business through NTB Customer Base
  • Credit card Sourcing through Digital and Physical Channel over 200 Cards / PM
  • Term Loan Business of over 10CR / PM from Insta & Jumbo Loans
  • Over 1000 Leads p/m comprising of Smart pay / Limit enhancement & card Upgrades
  • Managing a team of 3 field Staff for picking up field applications of Credit Card Sourcing and Sourcing fresh Credit Cards as well
  • Managing the day to day performance of the Contact Centre Operations to deliver a best in class service, meeting or exceeding all KPIs and within budget
  • Set the strategy for the development of the contact centre, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service
  • Lead inspire and co-ordinate the contact centre management team at all levels to create motivated and engaged colleagues
  • Responsible for the end to end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints
  • Responsible for the recruitment, training, induction and coaching strategy across contact centre
  • Work closely with HR, L&D and Training delivery teams
  • Taking responsibility for the ongoing development all levels of contact centre colleagues
  • Lead an effective resource planning team, ensuring that resource is fully utilized, and any contact demand is effectively covered.

Senior Associate

Maersk GSC
Mumbai
05.2014 - 04.2017
  • Sales and Trade Analytics
  • Building and maintaining profitable relationships with key customers
  • Expanding the customer base by upselling and cross-selling
  • Understanding key customer individual needs and addressing these
  • Conducting business reviews
  • Understanding and effectively utilising resources provided by internal systems, departments,
  • Manage e-commerce customer service support through effective and timely use of email and Phone
  • Contribute to ongoing systems improvements to streamline processes and crossteam Efficiency.

Rcom CSE
Mumbai
11.2013 - 04.2014
  • Responsible to take inbound calls and manage escalations
  • Ensured documentation of all escalation handles in a day and maintained time line to resolve
  • Review the root cause of the escalation for improving the escalation procedure and maintain compliance with escalation policies
  • Participate in process improvement meetings
  • Help train and give guidance to the team members.

Officer

ICICI Bank Ltd S1
11.2010 - 10.2013
  • Credit cards Mumbai
  • Retail Liabilities and Assets
  • Responsible to take inbound calls and solve customer queries and complaint related to credit card
  • Cross-sell products like Loan on credit card, SmartEmi, One assist , credit card upgrade and limit enhancement
  • Dedicated to follow shift roster and login time to maintain good service level
  • Handling 80-100 calls daily
  • Retain and manage customers holding credit cards providing best possible services to them.

Vinayak Pai asst. Audit Assistant

Mumbai
11.2008 - 10.2010
  • Verify whether books of account are maintained as per SEBI rule
  • Conduct surprise audit at client’s place
  • Prepare audit check list and communicate latest rules with the client
  • Verify counterfoils and duplicates of contract notes issued to the client
  • Verify register of transaction, client’s ledger, general ledger in fixed interval.

HBL Global Ind Pvt Ltd
Mumbai
05.2007 - 10.2008
  • Generate sales through walk-in customers to the branch
  • Cross sell retails liabilities product like credit card, saving account, current account, forex card and fixed deposit
  • Achieve monthly sales target and achieve maximum slab of incentives
  • Improve customer service to maintain good relation with the clients.

Education

Graduate - Commerce

Mumbai University

Skills

Decision-Making

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Accomplishments

• Promoted as a Manager with Top rating in year 2020.

• Scored 2nd rank amongst 130 Sales Managers Pan India (leads to win) 2021

• Awarded with TPP Champion in Oct, Nov, and Dec 2020.

• Secured 1st Rank in Term Value Contest - Dec 2020.

• Featured in Top 10 Sm’s amongst 130 Sales Managers Pan India (leads to win) 2020

• Awarded with outstanding performance in Q1 and Q2 in 2017

• Won Coffee with KG (Contact Centre Head) contest at beginning of my career.

Certification

Six Sigma Green belt

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

The way to get started is to quit talking and begin doing.
Walt Disney

Timeline

Senior Manager

IDFCFIRST Bank
08.2022 - Current

Six Sigma Green belt

05-2022

Manager-II

ICICIPruLife
04.2022 - 08.2022

Manager

HDFC Bank Ltd
05.2017 - 03.2022

Senior Associate

Maersk GSC
05.2014 - 04.2017

Rcom CSE
11.2013 - 04.2014

Officer

ICICI Bank Ltd S1
11.2010 - 10.2013

Vinayak Pai asst. Audit Assistant

11.2008 - 10.2010

HBL Global Ind Pvt Ltd
05.2007 - 10.2008

Graduate - Commerce

Mumbai University

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Shivraj Suresh SakhareBanking Professional