Shridhar Madhukar Khochikar
Banking
Mumbai,MH
Summary
Develop expertise in leading a customer focused organization which will result in creating a culture which is customer centric and thereby resulting into higher profitability for the customer and the organization Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
32
32
years of professional experience
Work History
Head Digital Aquisition and Engagement
RBL Bank
Mumbai
12.2024 - Current
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
Head - India Startup Club
RBL Bank
Mumbai
12.2024 - Current
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Managed inventory and supplies to ensure materials were available when needed.
Tech Project Management Business Representative
RBL Bank
Mumbai
12.2024 - Current
- Monitored customer feedback to identify areas of improvement in service delivery.
- Developed and implemented business strategies to increase customer satisfaction.
- Collaborated with internal teams such as IT, HR, Finance and Accounting departments regarding operational tasks.
- Utilized CRM software systems to manage customer interactions effectively.
- Participated in strategic planning sessions with executive team members.
- Identified new business opportunities through networking events, trade shows, conferences.
- Coordinated sales activities such as preparing presentations, proposals, contracts, and other documents.
- Implemented marketing campaigns to attract potential customers and generate leads.
Head Contact Centre Program
RBL Bank
Mumbai
03.2024 - Current
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Achieved cost-savings by developing functional solutions to problems.
- Completed routine maintenance and repair.
Head Neo and Connected Banking
RBL Bank
Mumbai
02.2022 - Current
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Managed inventory and supplies to ensure materials were available when needed.
- Utilized various software and tools to streamline processes and optimize performance.
Head Aspire Banking
RBL Bank
Mumbai
01.2024 - 09.2024
- Conducted routine maintenance and repairs on mechanical systems and industrial equipment.
- Recognized by management for providing exceptional customer service.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
Head - Complaint Management
RBL Bank
Mumbai
05.2017 - 02.2022
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Operated equipment and machinery according to safety guidelines.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Assisted with customer requests and answered questions to improve satisfaction.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Recognized by management for providing exceptional customer service.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Conducted testing of software and systems to ensure quality and reliability.
- Exceeded customer satisfaction by finding creative solutions to problems.
Head - Social Media Customer Service
RBL Bank
Mumbai
05.2017 - 02.2022
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Achieved cost-savings by developing functional solutions to problems.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Recognized by management for providing exceptional customer service.
- Assisted with customer requests and answered questions to improve satisfaction.
- Identified needs of customers promptly and efficiently.
- Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Conducted testing of software and systems to ensure quality and reliability.
Head - Incident Management
RBL Bank
Mumbai
05.2017 - 02.2022
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted with customer requests and answered questions to improve satisfaction.
- Updated and maintained databases with current information.
- Worked with cross-functional teams to achieve goals.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Conducted testing of software and systems to ensure quality and reliability.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Recognized by management for providing exceptional customer service.
- Utilized various software and tools to streamline processes and optimize performance.
Hear - Root Cause Analysis
RBL Bank
Mumbai
05.2017 - 02.2022
- Assisted with customer requests and answered questions to improve satisfaction.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Conducted testing of software and systems to ensure quality and reliability.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Worked with cross-functional teams to achieve goals.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
Head Senior Management Escalations
RBL Bank
Mumbai
05.2017 - 02.2022
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Recognized by management for providing exceptional customer service.
- Identified needs of customers promptly and efficiently.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Updated and maintained databases with current information.
Cluster Head
RBL Bank
Pune
07.2016 - 05.2017
- Evaluated reports generated from various systems such as CRM software to track performance metrics.
- Provided leadership in developing staff capabilities through coaching, mentoring, training, and development programs.
- Developed and implemented strategies to increase operational efficiency of the cluster.
- Led initiatives to improve customer service standards in line with organizational goals.
- Coordinated cross-functional teams to develop new products and services based on customer needs and market trends.
- Implemented best practices for process optimization across all departments in the cluster.
- Served as a point of contact between customers and clients and internal personnel in resolving issues or complaints quickly.
- Designed effective communication plans for sharing information within the organization as well as externally.
- Monitored sales performance and market trends, providing strategic direction for growth opportunities.
- Collaborated closely with other clusters in order to share resources or leverage synergies where appropriate.
- Identified potential risks associated with operations within the cluster, working closely with stakeholders to mitigate them.
- Ensured compliance with corporate policies and procedures within the cluster.
- Conducted regular meetings with team members to review progress and identify areas for improvement.
- Analyzed data from multiple sources to identify key trends, insights, and opportunities for improvement within the cluster.
- Worked closely with senior management to provide timely updates on key performance indicators.
- Reviewed customer feedback to ensure high levels of satisfaction with products and services provided by the cluster.
- Facilitated collaboration between different teams within the cluster to foster a culture of mutual respect and cooperation.
- Managed budgeting activities, ensuring that resources are allocated effectively and efficiently.
- Established strong relationships with external vendors and suppliers to optimize cost savings while maintaining quality standards.
- Monitored and reported on key performance indicators (KPIs) to senior management.
- Oversaw operations across multiple locations, ensuring consistent quality and service standards.
- Collaborated with the HR department to address staffing and employee relations issues.
- Conducted regular performance evaluations, providing feedback and coaching to store managers.
- Led recruitment, training, and development initiatives to build high-performing teams.
- Developed and implemented strategic plans to achieve sales and profitability targets across the cluster.
- Addressed and resolved customer complaints, maintaining high levels of customer service.
- Spearheaded community engagement initiatives to enhance brand reputation and visibility.
- Managed cluster budget, optimizing expenses to improve overall financial performance.
- Utilized data analytics to inform decision-making and identify opportunities for growth.
Zonal Branch Head
RBL Bank
Kolhapur
02.2014 - 07.2016
- Collaborated with other branches within the organization on projects or initiatives that benefit all locations.
- Managed daily operations of a branch, including customer service, staff scheduling, and product distribution.
- Utilized data analysis tools to identify opportunities for improvement within the branch's operations.
- Assisted with recruitment efforts for positions within the branch when needed.
- Created and implemented new policies that improved the efficiency of the branch's operations.
- Implemented cost-saving measures that resulted in increased profitability for the branch.
- Analyzed financial statements and prepared reports on budget performance for senior management.
- Established goals for each department within the branch and monitored their progress towards achieving those goals.
- Monitored competitors' activities and market trends in order to identify areas where improvements could be made.
- Maintained accurate records of transactions processed by the branch on a daily basis.
- Promoted new products or services offered by the branch through various channels such as print media, social media.
- Analyzed market trends to identify potential opportunities for growth.
- Resolved customer complaints in a timely manner while maintaining excellent customer relations.
- Coordinated promotional activities to generate interest in products offered by the branch.
- Developed strategies to increase sales and improve customer satisfaction levels.
- Designed sales and service strategies to improve revenue and retention.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Boosted customer base, acquiring new customers and identifying needs to deliver relevant products.
- Maintained regular performance appraisals for subordinates through verbal, written and on-going review programs.
Territory Head and Assistant Vice President, Business Banking – Working Capital
HDFC Bank
Kolhapur
06.2006 - 02.2014
- Responsible for managing a team of 5 Business Banking Relationship Managers & 3 Direct Reporting Branch Managers spread across South Maharashtra & Goa covering 74 Branches
- The job involves achievement of number & value targets in terms of adding new borrowers to the portfolio, handling existing portfolio in terms of their transactional needs like Cash Management Service, Trade and Foreign Exchange needs, keeping a tight control on the health of the portfolio, cross selling of Liabilities & Third Party Product
- Customer Service, relationship management and complaint resolution
- Revenue Generation through cross sell / collection of renewal and processing fees
- Trade and Forex Transactions
- Enhancement of working capital limits / funding new projects of existing customers
- Risk Management through monitoring of accounts
- Renewal of limits by reviewing business performance
- Coordination with branches for servicing customers & getting operational issues sorted out
- Quarterly Customer visits for review of business performance
- Setting up Cash Management Service / other operational conveniences like E-Net
- Referrals from existing customers, selling of general insurance and life insurance products
- During my tenure with Business Banking, during the period June 2006 till September 2008, I was the Area Relationship Manager for Rest of Maharashtra & Goa (excluding Mumbai), responsible for managing Relationships of existing SME customers with the support of 22 Relationship Managers
- With the change in business model in September 2009, I am now responsible for acquisition of new customers as well as management of existing customers in Pune, South Maharashtra and Ahmednagar
- Key Achievements – Disbursed single biggest ever working capital proposal of Rs.100 Crores
- First Prize in PAN India Life Insurance Competition in January 2010, in December 2011 Won foreign tour to London
- Third Prize in PAN India General Insurance Competition in January 2010, in March 2011 Won foreign tour to Bangkok, PAN India topper September 2012
- Part of Process Improvement Team – implemented Two Projects – Renewal of Borrowal Accounts and one on reduction in Trade Transaction TATs
Branch Manager
HDFC Bank
Kolhapur
03.2002 - 06.2006
- Launched the branch in March 2002
- During these four years, I lead a team of fresh graduates
- The focus area was building a sizable retail customer base to build floats, cross sell Auto Loans, Two Wheeler Loans, Personal Loans, Loan Against Securities, Cash Credits and Term Loans, Import and Export transaction services, Credit, Debit and Prepaid cards, Foreign Exchange, Lockers
- Managed a portfolio of 200 High Net Worth and Non Resident Indian (NRI) Clients, advising them about their investments in Mutual Funds, Insurance and equities
- I was able to guide my sales force and the branch service and operations staff to generate more than 8000 customers and a Balance Sheet Size of more than Rs.57 crores
- Key Achievements: The branch had the highest audit rating for three consecutive years
- The branch also achieved “A” grade in Service Quality
Assistant Branch Manager
HDFC Bank
Aundh
11.2001 - 03.2002
- I was given a challenging assignment of officiating Branch Manager - Aundh branch, which was going through crisis and with the spirit of team work we could manage to get the branch on track
- Looking at my Leadership qualities, the bank within four months, assigned me the task of launching the new branch at Kolhapur
Assistant Branch Manager
HDFC Bank
Kondwe
10.2000 - 11.2001
- Post merger of “Times Bank Ltd” with HDFC Bank, I took charge of the operations and sales team at Kondwe branch
- Proud to say that the branch was awarded best branch award in Western Region
- Post this achievement, the entire branch team was given higher responsibilities and I was given the challenging assignment of streamlining operations and building a team of inexperienced staff at Aundh Branch, Pune
Assistant Manager – Operations, Sales & Customer Service
HDFC Bank
Shankar Sheth Road
04.2000 - 10.2000
- On a request transfer, from Times Bank, Bangalore to Pune, I was given the charge of supervising branch operations
- A team of 4 young inexperienced staff was assigned to me
- After imparting extensive on the job training and safely taking them through the Times Bank – HDFC Bank merger exercise, I was later given additional responsibility of the Sales and Customer Service charge looking at my complaint handling skills
- Successfully handled most complex of complaints which arose due to migration of customer database from one banking software to the other
- This period had a great impact on my personality and even today I count those months as most important in my professional career
Assistant Manager – Operations, Sales & Customer Service
Times Bank
M.G. Road
08.1997 - 04.2000
- I was given the responsibility to handle the Retail Operations of the branch looking at my strong core-banking background and customer handling skills
- My responsibilities included inward and outward clearing transactions, Reserve Bank of India – Nostro Reconciliation, Authorizing and handling cash transactions, authorizing fixed deposit deals, checking of control reports generated at the end of the day for the transactions carried out
- Before the above development could take place, I worked as Junior Executive – Corporate Banking and Trade Finance in the same branch
- I was the founder member of the Corporate Banking and Trade Finance Team at Times Bank M.G
- Road Bangalore
- During my stint as a Junior Executive, my responsibilities included putting up Corporate Banking proposals, handling of corporate transactions, handling audit – both internal, statutory and Reserve Bank of India’s compliance audits
- I was also responsible for carrying out trade finance related transactions viz
- Opening of letters of credit, issuing of bank guarantees, discounting of bills against letters of credit etc., carrying out stock inspections, handling Corporate Office correspondence
- During my stint, the branch did a record performance and the profits shot up within a year’s time and we achieved the BEP within a span of 11 months
Clerk
The United Western Bank Ltd.
01.1993 - 12.1996
- All of the above achievements could take place only because of the rich core banking experience while working with The United Western Bank Ltd., Hyderabad & Bangalore
- I started my career with this bank when I was just 19 year old when I was an undergraduate
- The bank gave me a lot of support and I completed my Commerce Graduation from Karnataka University, Dharwad with second class
- As per the policy of the bank, I was trained in various departments within a year and after spotting my strengths, moved me to the Loans and Advances section – one of the most challenging assignments
- I worked there for almost a year (this was my strength when I got selected in Times Bank)
- My work was appreciated by the most difficult of auditors and management including RBI inspection team
- I was a part of the computerization drive in the bank
- This gave me insights into the various accounting methods, effects of passing General Ledger entries in the Trial Balance and Balance Sheet of the branch, preparation of branch Profit and Loss account and Balance Sheet, preparation of various management statements, tallying of accounts, clearing etc
Education
NLP Practitioner - NLP
Neo Academy
Bangalore 07-2024
Lean Six Sigma Green Belt - Six Sigma
QAI Global Services
New Delhi02-2020
Commerce Graduation -
Karnataka University
01.1996
Skills
- Project management
- Data analysis
- Customer service
- Business strategy
- Interpersonal communication
- Process improvement
- Problem solving
- Data management
Hobbies and Interests
- Reading
- Photography
- Singing
- Listening to music
- Studying child and human psychology
Extracurricular Activities
Performed on All India Radio - Hyderabad broadcasted two dramas. Organized blood donation camp of HDFC Bank employees at Kolhapur. Organized flood relief camp during floods in Kolhapur District.
Languages
- English
- Hindi
- Marathi
- Kannada
Timeline
Head Digital Aquisition and Engagement
RBL Bank
12.2024 - Current
Head - India Startup Club
RBL Bank
12.2024 - Current
Tech Project Management Business Representative
RBL Bank
12.2024 - Current
Head Contact Centre Program
RBL Bank
03.2024 - Current
Head Aspire Banking
RBL Bank
01.2024 - 09.2024
Head Neo and Connected Banking
RBL Bank
02.2022 - Current
Head - Complaint Management
RBL Bank
05.2017 - 02.2022
Head - Social Media Customer Service
RBL Bank
05.2017 - 02.2022
Head - Incident Management
RBL Bank
05.2017 - 02.2022
Hear - Root Cause Analysis
RBL Bank
05.2017 - 02.2022
Head Senior Management Escalations
RBL Bank
05.2017 - 02.2022
Cluster Head
RBL Bank
07.2016 - 05.2017
Zonal Branch Head
RBL Bank
02.2014 - 07.2016
Territory Head and Assistant Vice President, Business Banking – Working Capital
HDFC Bank
06.2006 - 02.2014
Branch Manager
HDFC Bank
03.2002 - 06.2006
Assistant Branch Manager
HDFC Bank
11.2001 - 03.2002
Assistant Branch Manager
HDFC Bank
10.2000 - 11.2001
Assistant Manager – Operations, Sales & Customer Service
HDFC Bank
04.2000 - 10.2000
Assistant Manager – Operations, Sales & Customer Service
Times Bank
08.1997 - 04.2000
Clerk
The United Western Bank Ltd.
01.1993 - 12.1996
NLP Practitioner - NLP
Neo Academy
Lean Six Sigma Green Belt - Six Sigma
QAI Global Services
Commerce Graduation -
Karnataka University
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