Syed Shakeeruddin
Financial Banking Services
Hyderabad
Summary
Utilize 14 years of banking operations, customer support, and business development experience. Established history of process enhancement and product innovation. Committed to advancing digital transformation in Internet Banking by merging operational insights with strategic product management.
Experienced operations leader with a focus on product management in banking and sales, spanning 14 years. Initiated 20 process improvements, achieving a 70% implementation rate that enhanced customer satisfaction and operational workflows. Skilled in identifying product gaps and ensuring effective solution adoption. Acknowledged for leadership and innovation in digital banking, receiving multiple awards for service excellence.
Overview
19
19
years of professional experience
1
1
Language
Work History
Manager – Operations
ICICI Bank Ltd.
04.2012 - Current
- - Proposed and implemented 14 approved process improvements out of 20 suggestions, streamlining on multiple product and process.
- - Collaborated with cross-functional teams to enhance digital banking products including NRI services, Loans, and Business Banking.
- - Applied product management principles to improve customer journeys and operational efficiency.
- - Led training and mentoring initiatives to align teams with new product rollouts and compliance standards.
Customer Support Representative
HTMT Global Solutions
03.2007 - 04.2008
- - Handling queries from national clients regarding (Airtel) Product.
- - Responsible for maintaining highest standards of customer service giving preference to customer satisfaction & promptly resolving customer problems & concerns.
- - Monitoring the customer care activities.
Conference Coordinator, Operations
WEBEX COMMUNICATIONS INDIA PVT. LTD.
02.2007 - 03.2008
- - Oversee & head the Operations Division in the field of Audio & Web Conferencing. Provide customers the facilities to initiate innovative Services to perfectly match their needs in conferencing.
- - Identifying areas of synergy – intra unit and inter unit. Review internal processes; ensure the services are as per the quality parameters so as to serve the clients in the efficient & effective manner.
- - Identify shortfalls in awareness /understanding /access of process and practice while helping the sales team in client meetings for effective and efficient solutions. Benchmark against the best practices in the group.
- - Assist the product development teams for the designs and development of product collaterals while generating leads along with the regular follow-ups on the developments.
- - Conduct periodic training for new hires and existing personnel to facilitate the application of proper processes & procedures. Ensure training and tools are in place to ensure full compliance with applicable regulations.
- - Coordinate & liaise among the stakeholders/ clients including the large and small corporates in order to elicit, analyse, communicate and validate requirements for changes to business processes, policies and information systems.
Education
BACHELOR OF COMMERCE - undefined
MVS Degree College
Skills
Conceptual oversight
Accomplishments
- - Best Leader & NPS Master Blaster (2024)
- - Service Ambassador & Best Leader (2022)
- - Quest for Quality Projects (2018, 2019)
- - Multiple Phone Banking Awards (2014, 2015, 2017)
- - Recipient of the Best Employee of year twice during 2008 & 2010.
Professional Headline
Training - Team Coach | Operations Leader | Customer Experience Innovator.
Timeline
Manager – Operations
ICICI Bank Ltd.
04.2012 - Current
Customer Support Representative
HTMT Global Solutions
03.2007 - 04.2008
Conference Coordinator, Operations
WEBEX COMMUNICATIONS INDIA PVT. LTD.
02.2007 - 03.2008
BACHELOR OF COMMERCE - undefined
MVS Degree College