Shruthi K.S
Bangalore
Summary
Forward-thinking Senior Manager adept at managing teams of 120 employees with 110 direct reports to accomplish challenging objectives. Specialized in customer support and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. Imparts clear vision to guide cohesive, high-performing teams. Pursuing new professional challenges with a growth-oriented company.
Overview
16
16
years of professional experience
Work History
Sr. Manager
Kotak Mahindra BANK
04.2023 - Current
- Project analysis and portfolio prioritization – provide business insight and analysis in identifying, prioritizing and executing against key programs to deliver the CLS Strategic Plan
- Supervised a sales force of 110 sales and service associates
- Evaluated hiring, firing, and promotions requests.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
- To plan sales and promotion activities including product and price planning
- To provide the customers with product and performance trainings
- Manage a team of highly motivated and attentive sales consultants
- Implemented innovative programs to increase employee loyalty and reduce turnover
- Deliver and educate the team in providing exceptional customer service
- Leads Execution of key components of marketing programs
- Provides thought Leadership Regarding How Their Projects/Programs Should Be Adapted & Operationalized Using Local Insights
- Provide proactive budget management and contingency planning
- Direct regional financial planning, reporting and analysis (including Strategic Plan, Business Plan, Updates and ad hoc).
Manager
Kotak Mahindra BANK
06.2019 - 03.2023
- Develop a strategy the team will use to reach its goal
- Provide any training that team members need
- Communicate clear instructions to team members
- Listen to team members' feedback
- Monitor team members' participation to ensure the training they are being provide being put into use, and also to see if any additional training is needed
- Manage the flow of day-to-day operations
- Create reports to update the company on the team's progress
- Provide the team with a vision of the project objectives
- Ensure discussions and decisions lead toward closure
- Work with functional managers and the team sponsor to obtain necessary resources to support the team’s requirements
- Provide guidance to the team based on management direction
- Provides quality customer service, including interacting with customer, and effectively handling customer escalations
- Maintain SLA/ATT on the floor
- Have control on attrition and absenteeism in the team.
Deputy Manager
HDFC BANK
09.2016 - 10.2017
- Develop a strategy the team will use to reach its goal
- Provide any training that team members need
- Communicate clear instructions to team members
- Listen to team members' feedback
- Monitor team members' participation to ensure the training they are being provided is being put into use, and also to see if any additional training is needed
- Manage the flow of day-to-day operations
- Create reports to update the company on the team's progress
- Provide the team with a vision of the project objectives
- Ensure discussions and decisions lead toward closure
- Work with functional managers and the team sponsor to obtain necessary resources to support the team’s requirements
- Provide guidance to the team based on management direction
- Provides quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer escalations
- Maintain SLA/ATT on the floor
- Have control on attrition and absenteeism in the team.
Head, Dept. of Admissions
Dhee Global School
05.2015 - 07.2016
- Handling assigned administrative responsibilities
- Develop innovative communication strategies, recruitment strategies and enrolment plans in coordination with senior management to attract and enroll more students
- Participate in all recruitment events, open houses, school fairs, information sessions, exhibitions, school visits and off-campus events
- Assist in the development, maintenance and execution of the department’s communication plan to prospective and admitted students
- Develop and monitor statistical reports to enhance recruitment strategies, yield management, forecasting, and operational efficiency
- Monitoring day to day report of all the counselors, consultants
- Signing of contract with Business Associates
- Relies on experience and judgment to plan and accomplish goals
- Work closely with admissions, maintenance and up-dation of student’s data, forms, documents etc
- Creation of Student ID cards making
- Responsible for admission process & documentation, batch formation and Responsible for entire student admission cycle: Prospecting, Follow-ups, Counseling, Admission, Orientation, Support, Retention and Productive Output
- Presenting new strategies for the admission activities
- Evaluate and execute admission decisions on applicant files
- Supervise and manage the support staff
- Educating new and existing parents about IGCSE and CBSE curriculum.
Sr. Customer Care Associate
Standard Chartered Scope International
10.2013 - 05.2015
- Managing Customer details
- Coordinating with priority customers of UAE
- Handling customer quires in credit card and priority banking department.
Associate
WNS
05.2012 - 08.2013
- Process Associate
- Managing Customer details
- Handling Internal Staff details for Aviva Ireland.
Financial Advisor
HDFC STANDARD LIFE INSURANCE
01.2010 - 01.2011
- Selling Life insurance Product
- Counseling Client’s
- Sales planning.
Customer Service Associate
Tribow Technologies
06.2008 - 11.2010
- Debt Collection
- Counseling Client’s
- Lead generation.
Education
Skills
- Effective Communication skill and leadership qualities
- Effective Team Player
- Team Handling
- Ability to work under pressure
- Good Analytical and Logical skills
- Systematic
- Patient listener
- MS Office
- VISION
- CBCI
- CTI
- Resource Allocation
- Data Analytics
Personaldata
10/18/87, Female, Indian, Married, 7760647543
Languages
English
Bilingual or Proficient (C2)
Hindi
Advanced (C1)
Telugu
Upper intermediate (B2)
Tamil
Upper intermediate (B2)
Timeline
Sr. Manager
Kotak Mahindra BANK
04.2023 - Current
Manager
Kotak Mahindra BANK
06.2019 - 03.2023
Deputy Manager
HDFC BANK
09.2016 - 10.2017
Head, Dept. of Admissions
Dhee Global School
05.2015 - 07.2016
Sr. Customer Care Associate
Standard Chartered Scope International
10.2013 - 05.2015
Associate
WNS
05.2012 - 08.2013
Financial Advisor
HDFC STANDARD LIFE INSURANCE
01.2010 - 01.2011
Customer Service Associate
Tribow Technologies
06.2008 - 11.2010
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