Srinivas B
Bangalore
Summary
Lead Banking Operations Leader with 13+ years’ experience across retail and corporate branch banking, CIB, CMS, CMS implementations, clearing and settlements, and banking operations & compliances. Delivered 100% FTR for branch, led South Zone in CIB, CMS and current account openings, and achieved multiple Star awards. Skilled in credit client management, KYC analysis and regulatory compliance.
Overview
14
14
years of professional experience
Work History
Branch Operations Head (AVP)
Axis Bank, CBB Bangalore Branch
08.2024 - Current
- Directed branch banking operations for Axis Bank CBB Bangalore as Branch Operations Head (AVP), owning overall branch supervision, branch administration, and vendor management while consistently meeting branch operations and service-level targets.
- Spearheaded CMS product implementation for corporate customers by managing end-to-end account opening, end-to-end CMS setup, and CMS implementations while onboarding corporate clients onto digital platforms, including training on domestic payment and collection solutions (NEFT, RTGS, IMPS, UPI, NACH Credit, E-NACH, mandates, direct debit).
- Ensured robust AML and regulatory compliance by overseeing KYC, FATCA, CDD, and EDD checks for corporate accounts, conducting detailed KYC reviews, and driving a first-time-right culture that minimized rework and account-opening exceptions.
- Managed a high-performing operations team handling complex transactional tasks, client servicing, and corporate escalations, leveraging process improvements and audit-driven corrective actions to enhance CMS utilization, strengthen internal controls, and support achievement of key branch operational metrics.
Customer Service Manager(CA-CMS)
Axis Bank MG Road Branch
05.2023 - 07.2024
- Led WBCG client relationship management for CA, CMS, and Trade portfolios, maintaining 100% First Time Right (FTR) in CMS and CIB request processing and consistently meeting regulatory compliance standards under AML, KYC, FATCA, CDD, and EDD frameworks.
- Orchestrated end-to-end corporate account opening and CMS implementation for key corporate clients in Bangalore, executing complex CMS implementations including domestic payment and collection solutions (NEFT, RTGS, IMPS, UPI, NACH Credit, E-NACH, mandates, direct debit), completing integrations within defined TAT and reducing rework through accurate documentation.
- Provided high-touch onboarding, documentation setup, and CMS product training to corporate clients on digital and net banking channels, enhancing client experience, resolving escalated issues independently, and strengthening long-term client servicing outcomes.
- Directed daily operations and a team of operation specialists handling complex transactional and service tasks, utilizing Excel-based utilities, audit working papers, and control-gap remediation to improve process efficiency, reduce non-compliance incidents, and ensure timely escalation of key issues to management.
Customer Service Manager (CA-CMS and Trade)
Axis Bank Jayanagar Branch
05.2022 - 04.2024
- Led WBCG client relationship management for CA, CMS, and Trade portfolios, maintaining 100% First Time Right (FTR) in CMS and CIB request processing and consistently meeting regulatory compliance standards under AML, KYC, FATCA, CDD, and EDD frameworks.
- Orchestrated end-to-end corporate account opening and CMS implementation for key corporate clients in Bangalore, executing complex CMS implementations including domestic payment and collection solutions (NEFT, RTGS, IMPS, UPI, NACH Credit, E-NACH, mandates, direct debit), completing integrations within defined TAT and reducing rework through accurate documentation.
- Provided high-touch onboarding, documentation setup, and CMS product training to corporate clients on digital and net banking channels, enhancing client experience, resolving escalated issues independently, and strengthening long-term client servicing outcomes.
- Directed daily operations and a team of operation specialists handling complex transactional and service tasks, utilizing Excel-based utilities, audit working papers, and control-gap remediation to improve process efficiency, reduce non-compliance incidents, and ensure timely escalation of key issues to management.
Customer service officer (CA-CMS)
Axis Bank MG Road Branch
04.2020 - 04.2022
- Managed WBCG relationships across CA, CMS, and Trade portfolios, achieving 100% First Time Right (FTR) in CMS and CIB request processing and consistently satisfying AML, KYC, FATCA, CDD, and EDD regulatory compliance requirements.
- Executed end-to-end corporate account opening and CMS setup for key Bangalore-based corporate clients, leading CMS implementations by implementing domestic payment and collection solutions (NEFT, RTGS, IMPS, UPI, NACH Credit, E-NACH, mandates, direct debit) to meet integration TAT and minimize rework through precise documentation.
- Delivered premium onboarding, documentation configuration, and CMS product training on digital and net banking platforms, independently resolving corporate escalations to improve client experience and deepen long-term client servicing relationships.
- Supervised daily branch operations and a team of operation specialists handling complex transactional and service workflows, using Excel-driven utilities, detailed audit working papers, and control-gap remediation to enhance process efficiency, lower non-compliance occurrences, and drive timely escalation of critical issues to management.
Key Accounts Manager- Salary segment
Axis Bank Ltd MG Road
05.2012 - 04.2020
- Developed and maintained strategic relationships with HR stakeholders of major corporates including Accenture, iGate, Wipro, Infosys, and Mercedes-Benz to secure salary account mandates and expand key account portfolios amid strong competition from HDFC, ICICI, and other banks.
- Drove team performance in the salary business segment, leading the team to achieve top-ranking status for consecutive years by acquiring the highest share of employee salary accounts from allocated corporate portfolios.
- Organized dedicated service help desks at client premises to handle onboarding, service requests, and issue resolution, improving employee experience and reinforcing corporate confidence in Axis Bank as preferred salary partner.
- Marketing and Branch Management: Own all branch-banking objectives and overall branch supervision, Branch Merchandising & co-ordination with Marketing at product level, Branch Administration, Vendor recognition, onboarding vendors and managing overall bill payments, Branch Merchandising
- Client Servicing: Work independently corporate escalated issues and objects., Manage client onboarding, customer service, fundings and monitoring client accounts in terms of inflow and out flow of funds, Managing operations encompassing operations, client servicing., Managing Accounts of Corporate Clients., Manage onboarding of corporate clients in digital platform and providing necessary demo to corporate clients over digital products
- KYC Analysis: End-to-end account opening for corporate customers for Bangalore location., End to End CMS setup for Key clients, AML Regulatory obligations, FATCA, KYC, CDD, EDD & AML and its applicable systems, First Time Right Management., In accordance with AML requirements, KYC review of all the customer's.
Branch Relationship officer
Axis Bank Ltd MG Road
05.2017 - 03.2020
- Executed high-volume manual salary processing and NEFT/RTGS fund transfers for over 200 corporate relationships with 100% accuracy and strict adherence to TAT and compliance norms.
- Collaborated daily with corporate finance and HR teams to troubleshoot payroll, account, and transaction issues, setting up service desk support to streamline resolution of employee queries.
- Handled nodal-level escalations and walk-in customer complaints, conducting root-cause analysis and implementing corrective actions to reduce repeat issues and strengthen service quality.
- Drove digital migration by playing a key role in onboarding corporates to Corporate Internet Banking (CIB), including requirement gathering, coordination with internal teams, and client demos and training.
Education
M.Sc - BioInformatics
Sri Venkateshwara University
Tirupathi, India03-2009
B.Sc - undefined
Sri Vani Intuitions
Bangalore, India03-2007
P.U.C - Bi.P.C
Sri Madhu College
Bangalore, India12-2004
School - undefined
Emmaus Swiss High School
Bangalore, India12-2002
Skills
- Client onboarding management
- Team Management: Administering the team responsibility for daily BAU deliverables, Work regularly with the business teams to conduct workload balance, review the team status and prioritize open requests, Manage personal workload and priority items to ensure timely escalation of key issues to management, Identify process and executing the same for the process improvements, provide guidance and support to the team, Supervising a team of operation specialists responsible for complex transactional and operational task such as processing transactions, service-related task identifying and solving problems and improving service quality
Accomplishments
- Led end-to-end CMS implementation for marquee corporate clients (including Groww, Zerodha, Manipal Hospitals, BAMUL and other key institutions) by streamlining documentation, KYC/AML checks and integration with domestic payment and collection solutions, accelerating go-live timelines and reducing post-implementation defects.
- Maintained 100% First Time Right (FTR) for CMS, CIB and current account opening requests at the branch, resulting in the highest volume of processed mandates and digital banking setups in the South Zone in Q1 FY 2024–2025 and significantly lowering rework and exception handling.
- Built and supervised a high-performing operations team from the ground up during corporate branch restructuring, redefining service workflows and escalation protocols to achieve zero customer and business escalations and enhanced CMS/service delivery standards.
- Served as branch service champion through consistent resolution of complex transactional and service issues, elevating client satisfaction scores and earning multiple client appreciation notes and internal service awards.
Languages known
English
Telugu
Kannada
Hindi
Awards
Earned Anchor, Classic Star, Silver Star and Diamond Star awards across service quality, operational excellence and client relationship management metrics, reinforcing strong performance in regulatory compliance under AML, KYC, FATCA, CDD and EDD frameworks.
Timeline
Branch Operations Head (AVP)
Axis Bank, CBB Bangalore Branch
08.2024 - Current
Customer Service Manager(CA-CMS)
Axis Bank MG Road Branch
05.2023 - 07.2024
Customer Service Manager (CA-CMS and Trade)
Axis Bank Jayanagar Branch
05.2022 - 04.2024
Customer service officer (CA-CMS)
Axis Bank MG Road Branch
04.2020 - 04.2022
Branch Relationship officer
Axis Bank Ltd MG Road
05.2017 - 03.2020
Key Accounts Manager- Salary segment
Axis Bank Ltd MG Road
05.2012 - 04.2020
School - undefined
Emmaus Swiss High School
P.U.C - Bi.P.C
Sri Madhu College
B.Sc - undefined
Sri Vani Intuitions
M.Sc - BioInformatics
Sri Venkateshwara University