MS office
Sourav Kumar
Deputy Manager - Branch Banking
Jamshedpur,Jharkhand
Summary
Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands.
Overview
7
7
years of professional experience
7
7
years of post-secondary education
2
2
Certifications
4
4
Languages
Work History
Deputy Manager - Customer Relationship Officer
Bandhan Bank
Jamshedpur, India
03.2023 - Current
- Assisted clients with issues or requests and mentored employees on customer service techniques.
- Developed and implemented strategies for top-tier customer service.
- Conducted cash and key audits for controls and compliance.
- Oversaw branch operations and workflow for consistency.
- Communicated with Branch Operations Manager to inform of quality control checks and findings.
- Assisted with daily cash and ATM balancing.
- Prepared cash flow projections, cost analysis and monthly, quarterly and annual reports.
- Reviewed historical records, current operational data and forecasting information to identify and capitalize on system enhancement opportunities.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Conducted financial due diligence on potential investments and acquisitions.
- Conducted KYC formality reports on questionable accounts and transactions.
- Supported KYC processes for prospective and existing customers.
SLA Manager - Credit Cards
Bajaj Finance Ltd
Jamshedpur, India
10.2021 - 03.2023
- Created reports, presentations and other materials for executive staff.
- Cultivated strong relationships with vendors and partners supporting administrative operations.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Established and oversaw performance targets for call center associates.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Analyzed customer feedback to identify improvement opportunities and develop action plans.
- Led daily team meetings to review performance, set targets and motivate staff.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
Relationship Manager, Banking Operations
ICICI Bank Ltd
Jamshedpur, India
01.2019 - 09.2021
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Analyzed customer data to identify areas of improvement and maximize customer satisfaction.
- Achieved goals for sale of bank products and services and exceeded performance metrics for customer service.
- Conducted financial due diligence on potential investments and acquisitions.
- Cross-sold credit cards, loans and other bank products.
- Complied with established internal controls and policies.
- Handled various accounting transactions.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Conducted KYC formality reports on questionable accounts and transactions.
- Adjusted end-to-end KYC process needs to align with workforce capabilities.
- Offered internal support for audit, compliance and reporting activities.
- Performed periodic reviews and reports on merchants to comply with rules, regulations and KYC requirements.
- Supported KYC processes for prospective and existing customers.
Practitioner - CRM Operations
Concentrix
Kolkata, India
07.2016 - 04.2017
- Assisted department with email-based and phone support when call center was busy or short-staffed.
- Provided online demonstrations to educate customers on product features and online help resources.
- Monitored customer conversations and provided timely, knowledgeable assistance.
- Assisted team leader with coaching and mentoring of new employees.
- Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action.
- Handled inbound customer chat conversations from various websites.
- Sought ways to improve processes and services provided.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
- Implemented and developed customer service training processes.
- Investigated and resolved customer inquiries and complaints quickly.
Education
Post Graduate Diploma In Banking - Banking And Finance
Manipal Academy of Higher Education
Bengaluru 05.2018 - 04.2019
BBA (H) - Finance And Marketing
NSHM College Of Management & Technology
Kolkata 07.2013 - 06.2016
Intermediate In Science - Pure Science (Bio Science)
Evening College
Saharsa, Bihar 04.2011 - 03.2013
Matriculation -
Amarvani School
Angul, Orissa 04.2010 - 03.2011
Skills
Managing customer relationships
Customer Relationship Management Software (CRM)
Client Relationships
Customer service and assistance
Superb customer service skills
Customer engagement
Compliance reviews
Opening and closing procedures
Cash handling expertise
Sales professional
Bank security expert
Loans
Banking
Relationship Management
Marketing
Strong team-builder
Proficient in MS Office
Product training
Financial Advising
Sales expertise
Financial services
Background in mutual funds, stocks, bonds and investments
Resourceful nature
High risk account reviews
Written Communication
Planning and Coordination
Teamwork and Collaboration
Excellent Communication
Interpersonal Communication
Credit decisions
Credit risk
Financial and operational reporting
Dependable and Responsible
Problem-Solving
Analytical and Critical Thinking
Software
Certification
IRDA
Timeline
Deputy Manager - Customer Relationship Officer
Bandhan Bank
03.2023 - Current
SLA Manager - Credit Cards
Bajaj Finance Ltd
10.2021 - 03.2023
Relationship Manager, Banking Operations
ICICI Bank Ltd
01.2019 - 09.2021
AMFI
11-2018
IRDA
09-2018
Post Graduate Diploma In Banking - Banking And Finance
Manipal Academy of Higher Education
05.2018 - 04.2019
Practitioner - CRM Operations
Concentrix
07.2016 - 04.2017
BBA (H) - Finance And Marketing
NSHM College Of Management & Technology
07.2013 - 06.2016
Intermediate In Science - Pure Science (Bio Science)
Evening College
04.2011 - 03.2013
Matriculation -
Amarvani School
04.2010 - 03.2011