Shweta Mishra
Branch Operations Manager
Noida - Uttar Pradesh
Summary
- A seasoned Banking Professional with 15+yearsofproventrackrecordinmajor fieldsofBankingviz. Retail Banking Operations, Relationship Management, Service Quality, Audit, Customer Service , KYC documentation and others with branch book size of 1000 crore .
- A turnaround Specialist in Retail branch Liability Operations, Clearing, Foreign Remittance, and CashManagement.
- Proficient in establishing Branch Operations with High Productivity &Controls.
- Expert in framing policies, documentation of processes, issuing necessary guidelinesforitsimplementationand establishingControlsfor allthe Risksidentified.
- Astutein Process Management & Quality Control, KYC,AML & Compliance.
- Secure quality control of new acquisitions in liability products.
- Well experienced in the implementation of Core Banking Systems viz. Finacle & Flexcube and exhibits strong Project Management skills by complying with scope,timelines&budget.
- Excellentliaisingskillstohandle Audits and Regulatory Inspections
- Experienceinhandlingcustomer attrition and ensure penetration of liability products on non liability clients.
- Excellent control over handling various grievances raised .
Overview
17
17
years of professional experience
5
5
years of post-secondary education
Work History
Branch Operations Manager
HDFC Bank Ltd
Noida
09.2010 - Current
- Excellent understanding of branch operations ,customer services , marketing activities , sales and staff management.
- Retail Liabilities : Handled branch operations including all retail operations related activities.
- Retail Asset : Scrutinizing of loan documentation for all retail asset products and their disbursement.
- Enforcing strict mechanism for effective comply with TAT (Turn around time).
- Monitoring productivity of sales to service staff including personal banking - sales and branch sales officer.
- conceptualize and channelized communication of regulatory circular's/bank policies with standard operating procedures to the team.
- Built business continuity plan (BCP) for various operational activity and test them periodically.
- Ensured all regulatory reporting is done accurately within TAT and handled regulatory supervision and various audits.
- Steering the quality team for ensuring implementation and adherence to policies and processes of the bank and also for undertaking various quality checks to improve the efficiency in different areas of operations and also ensure proper hand holding of newly joined staff.
- Addressing various grievances raised and resolve them to maximise customer satisfaction.
- Conduct root cause analysis for audit observations/unusual events followed by a suitable amendment in process if required.
- Reporting to head office to provide updated required and on the various critical processes.
- Conduct internal control review periodically for all key operational parameters and presenting the same to senior management.
- Ensure all legal correspondences to bank will be addressed in TAT and as per prescribed manner.
- Set-up and lead Madhya Pradesh first digital lobby at branch.
- instrumental in diverting customers to digital platform and to reduce physical transactions at branches.
- Efficient in aligning all branch activities with all other verticals of bank for smooth running.
- Periodically visit Zonal Office to understand banks requirement and ensure necessary measures and process are in place.
- Gained exposure to carry out main audit,concurrent audit,internal & statutory audit including RBI and ATM audit and all other type of audits.
Senior Operations Executive
ICICI Bank Ltd
Indore
11.2006 - 08.2010
- Built and strengthened relationships across all functional areas to keep operational plans interconnected and effective.
- Strategically coordinated operations according to objectives and capabilities, effectively allocating resources for day to day operations.
- Abide by all operational processes to help branch for all overall operational activity.
- Efficiently and effectively identified and solved all problems that impacted operations..
- Enforcing Strict Mechanism for maintaining TAT for various operational processes & process compliance for retail asset operations.
- Applied excellent problem-solving, process development and strategic implementation skills to lead and support all areas of operations.
- Improved employee satisfaction rating by realigning and enforcing policies.
Finance Executive
Jabalpur motors Ltd
Indore
05.2006 - 10.2006
- Appraised the customers about the financial services offered by Maruti Finance.
- Carried out preliminary scrutinizing of the applications.
- Coordinated with the financial institution for speedy approval & disbursement of loan and implemented action plans to achieve the defined target.
- Prepared monthly reconciliation of leads received against conversation.
- Complied with established internal controls and policies.
Back Office Executive
Dev FInancial Ltd
Indore
06.2005 - 04.2006
- Handled the financial transactions of the company.
- Followed up with clients to receive payment on time.
- Coordinated with all staff members for smooth execution of all activities and Carried out various other administrative functions.
- Maintained inventory for back-office supplies.
- Developed and updated calendars to schedule team and customer meetings.
- Improved employee and client retention rates through active communication and problem-solving efforts.
Education
MBA - FInance And Economics
Master's Degree in Management - Business Economics
Devi Ahilya University, Indore, 2005 06.2003 - 03.2005
Bachelor's Degree in Commerce - Computer Application
Bachelor's in Commerce (Computer Application)
Devi Ahilya University, Indore, 2003 06.2000 - 04.2003
Skills
Banking & Operations
Awards And Accomplishments
- Conferred with best personal banking authorizer for FY 17-18 .
- Instrumental in achieving satisfactory audit report with minimum observations.
- Consistently achieved the satisfactory rating from various auditors - Statutory, RBI andInternalAudits.
- Amultiple-timewinnerof Star excellence award including 100% staff qualified for the same.
- Conferred with best emerging branch operation manager for FY 18-19 followed bybest branch operation manager for FY 19-20 and 20-21.
- Successfully SetupandleadMadhya Pradesh first digital lobby at branch.
Personal details
- DOB:18thAug1982
- Linguistic Abilities : English,Hindi.
- Marital Status : SIngle
- IT skills - MS office,Core banking Solutions and other banking related software's.
Timeline
Branch Operations Manager
HDFC Bank Ltd
09.2010 - Current
Senior Operations Executive
ICICI Bank Ltd
11.2006 - 08.2010
Finance Executive
Jabalpur motors Ltd
05.2006 - 10.2006
Back Office Executive
Dev FInancial Ltd
06.2005 - 04.2006
MBA - FInance And Economics
Master's Degree in Management - Business Economics
06.2003 - 03.2005
Bachelor's Degree in Commerce - Computer Application
Bachelor's in Commerce (Computer Application)
06.2000 - 04.2003
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