SURAJ AGRAWAL
Banking
Mumbai
Summary
Background includes revising standard procedures covering all operational areas in order to maximize efficiency, streamlining procedures & profitability. Performance-driven and forward-thinking leader with a resourceful approach. Over 6 years of progressive retail banking experience.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
3
3
Language
Work History
Central Branch Operations Manager
Piramal Capital & Housing Finance Limited
Kurla
11.2022 - Current
- Preparing Standard Operating Process (SOPs) for retail loan products (HL/PL/UCL/LAP/UBL/MSME) for Operations department.
- Co-ordination with multiple stakeholders for SOP drafting & presentation to senior management for final approval to roll out same.
- Finding process gaps in existing system (SFDC/Pennant) & modifications of the same in system & in SOP post study of each product.
- Developed Dashboards for key parameters such as OTC/PDD/DDs not handed over/File dispatch tracking/PDD/SR TAT/Property documents handover/NOI/MODT/Ops login to disbursement TAT etc, which helps Branch ops team to track their performance.
- Automation of process & reduction of manual activities.
- Developed Individual Performance Dashboard module which helps to identify ranking for quarterly variable pay model.
- Developed Branch Scorecard which covers all key parameters of branch activity & branch/cluster/geo/zone monthly performance can be track.
- Developed dashboard for Productivity which will show the productivity of each staff & branch wise. This would help for resource management to leaders.
- Driven eNACH conversion campaigns which helps organization to achieve 97% overall portfolio mandate registration.
- Trained to Branch Operations team via weekly learning sessions on Teams covering all important processes/guidelines/SOPs & any new development update.
- Trained employees on proper procedures and strategies to improve productivity.
- Assessed employee performance and developed improvement plans.
Operations Manager
Yes Bank
Airoli
08.2022 - 11.2022
- Disbursement of Personal Loan, Used Car, Unsecured business loan post due diligence as per Operations checklist & KYC norms.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Devised processes to boost long-term business success and increase profit levels.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Managed to process over 70 files per day.
Regional PDD Manager - Retail Loan: Operations
Axis Bank
Mumbai
04.2022 - 08.2022
- Track and analyses MIS dashboard related to Loan Disbursement, Complaints, SLA, TAT achievement and draw insights from same
- Keep track of loan disbursement, file dispatch movement, PDD documents tracking, FSD & EM creation monitoring at regional level
- Keep track of outsourced vendors activity & performance evaluation of vendors
- Ensure process compliance with all Operations & Mortgage loan related directives & adherence to operational processes and procedure
- Share updates on operational issues with Senior Management and Vertical manager
- Keep accurate record of Post disbursement documents such as File Dispatch, Final Sale Deed, EM security creation, Legal Audits
- Ensure processes are met as per agreed SLAs term
- Identify causes for non-achievement of SLAs, develop action plans and implement changes.
- Accomplished multiple tasks within established timeframes.
- Traveled to over 3 locations per week to reviews of branches, individual managers and employees.
Retail Asset - Customer Service Manager
Axis Bank
Pune
04.2021 - 03.2022
- Attending walk in customers for product inquiries and accepting and servicing incoming queries, requests & complaints
- Improve customer service experience, create engaged customers & facilitate organic growth
- Take ownership of customer issues and follow problems through to resolution
- Ensuring high level interaction and integration with customer to drive service excellence
- Manage escalations received from customers and internal stake holders and facilitate quick resolution
- Highlight process deviations with relevant internal stakeholders for ensuring compliance in their respective teams
- Delivering superior customer service through multiple channels including human, digital and self-service
- Carry out seamless inter-departmental coordination to effectively derive at resolving customer queries and requests
- Maintaining orderly workflow according to priorities
- To be up to date on latest product offerings
- To act as first level retention points for all customers approaching us for foreclosures and ensure retention with help of business team.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Reviewed repeated issues within operations to solve problems and improve company outcomes.
- Addressed potential cancellations and offered catered solutions to retain accounts.
- Managed to attend over 100 customers per day.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training
- Met with customers to discuss service needs and offer available solutions
Retail Asset -Operations Manager
Axis Bank
Pune
09.2017 - 03.2021
- Processing of loan files post checking of operational compliance, KYC & other loan documents as per SOP of bank
- Coordination with Credit, FCU and sales team for compliance related issues
- Ensure compliance of Internal and concurrence audit checkpoints & representation of the observations
- Tracking of PDD (Post disbursement documents) & monitoring of dispatch data entry in system
- Coordination with Sales, Credit, FCU & Inter department team for file processing & PDD follow up
- FRFC key management & to maintain all compliance registers & files
- Supervising a team as checker on their assignment & activities
- Maintain MIS of disbursement, legal document & PDD collection.
- Managed to process over 100 Personal loan files per day and 50 Home loan files per day.
Education
Diploma in Banking - Banking
Manipal University
Bangalore 06.2016 - 07.2017
Bachelor or commerce - Accounting And Finance
Amaravati University
Amaravati 05.2011 - 06.2014
Skills
Communicationundefined
Interests
Hiking
Travelling
Personal Information
- Place of Birth: Buldana, Maharashtra
- Date of Birth: 02/11/93
- Gender: Male
- Nationality: Indian
- Driving License: MH28 20190000783
- Marital Status: Single
References
References available on request
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Quote
Even if you are on the right track, you’ll get run over if you just sit there.
Will Rodgers
Timeline
Central Branch Operations Manager
Piramal Capital & Housing Finance Limited
11.2022 - Current
Operations Manager
Yes Bank
08.2022 - 11.2022
Regional PDD Manager - Retail Loan: Operations
Axis Bank
04.2022 - 08.2022
Retail Asset - Customer Service Manager
Axis Bank
04.2021 - 03.2022
Retail Asset -Operations Manager
Axis Bank
09.2017 - 03.2021
Diploma in Banking - Banking
Manipal University
06.2016 - 07.2017
Bachelor or commerce - Accounting And Finance
Amaravati University
05.2011 - 06.2014
Similar Profiles
Tara Prasad MundTara Prasad Mund
Deputy Manager - Treasury at Piramal Capital & Housing Finance LimitedDeputy Manager - Treasury at Piramal Capital & Housing Finance Limited
Ayush JaiswalAyush Jaiswal
BRANCH TECHNICAL MANAGER at Piramal Capital & Housing Finance LimitedBRANCH TECHNICAL MANAGER at Piramal Capital & Housing Finance Limited
Shubhr PathakShubhr Pathak
Deputy Vice President - Compliance at Piramal Capital & Housing Finance LimitedDeputy Vice President - Compliance at Piramal Capital & Housing Finance Limited