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
2022.11 - 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
2022.08 - 2022.11
- 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
2022.04 - 2022.08
- 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
2021.04 - 2022.03
- 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
2017.09 - 2021.03
- 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 2016.06 - 2017.07
Bachelor or commerce - Accounting And Finance
Amaravati University
Amaravati 2011.05 - 2014.06
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
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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
2022.11 - Current
Operations Manager
Yes Bank
2022.08 - 2022.11
Regional PDD Manager - Retail Loan: Operations
Axis Bank
2022.04 - 2022.08
Retail Asset - Customer Service Manager
Axis Bank
2021.04 - 2022.03
Retail Asset -Operations Manager
Axis Bank
2017.09 - 2021.03
Diploma in Banking - Banking
Manipal University
2016.06 - 2017.07
Bachelor or commerce - Accounting And Finance
Amaravati University
2011.05 - 2014.06
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