Venu G K
Hyderabad
Summary
I look forward to utilize my experience for the growth and development of the organization, with an experience of 11 years in banking sector with the exposure to world-class standards. My areas of domain expertise are Customer Relationship management, Business Management. My strengths are my ability to multi-task and to deliver in a high volume environment.
Expertise at providing Quality Customer Service and resolving customer queries, complaints Professional with natural flair for Operations Management, Asset Management, Customer Service and achieving optimum level of Customer Satisfaction Excellent communicator & Good Client and Vendor Management Identifying the gaps and suggest process improvement which is inclined to the growth of the Organization
Overview
22
22
years of professional experience
Work History
Manager – Merchant Acquiring Business
Axis Bank Limited
07.2008 - Current
- Heading the Regional Operations & Service Desk of Merchant Acquiring Business for Telangana & Andhra Pradesh states
- Head of Regional Operations / Service team of Merchant Acquiring Business for Telangana & Andhra Pradesh
- Lead the team to manage complete life cycle of Merchants post enrollment till attrition & all the customer complaints / queries / requests via mail and calls at Service desk
- Reviewing the active & inactive list of Clients, submits the data to the Business to take timely action for the betterment of Business
- Handles the complete Chargeback & Retrieval Requests process & has strong hold on the policies laid down by Network teams such as Visa / Master
- Good co-ordination with the Legal cell with reference to the notices to be served
- Handles the Vendors/ service provider teams & total Office Administration such as verifying the bills that are being submitted for payments
Team Leader – Credit Cards & Merchant Services
ICICI Bank Limited
12.2002 - 07.2008
- Ensuring that the new hired Phone Banking Officers are able to handle Customer queries as per the standards set
- Development of methodologies to identify and quantify customer expectations and related business drivers
- Developing the operational strategy, managing a complete team of twenty individuals ensuring maximum operational efficiency and meeting organizational requirements
- Execute strategies that align Business Processes to maximize service delivery and assure a positive customer experience
- Identifying the Key Result Areas of the product & process development of norms adhering to TAT’s, which are Critical to Quality parameters
- Establishing, applying principles for mentoring, and identifying areas for ongoing self-improvement and continual learning
- Implement the operational plan of action on a day-to day basis
- Motivating the team to achieve their daily targets by constructive feedback sessions
- Instrumental in report generation of all campaigns and was the key player in report analysis thereby and was involved in implementing many cost cutting strategies
- Joined the bank in the year 2002 as a Trainee into Credit Card Dept
- Then after confirmation moved to a Current Accounts handling team & then was promoted to Merchant Acquiring team into a pilot batch
- In Merchant Acquiring dept have specialized my skills into different roles
- Mastered the product & started giving training to all the new joiners on product & processes
- Simultaneously did the role of Escalation Manager (Handling Irate customers calls & Exceptional Cases) as well handled the queries of Merchants (Customers) on Emails
- Got promoted as Team Leader & always tried to be a role model for others
- Promoted many young talents from my team to their areas of interest as well to the organizational requirements
- Has very sound knowledge on banking, especially in Merchant Acquiring dept
- Has very good command on entire process of Merchant Acquiring business
- All the processes in acquiring like Payment Operations, Charge back process, Risk containment unit, Sales & commercials related, Inventory management & customer service
- Was part of in transition of Siebel CRM and Vision Plus to CTL applications for Merchant Acquiring
- Suggested IVRS(Interactive Voice Response System) for Merchant Acquiring in Phone Banking Group of the ICICI Bank which helped the Bank in reducing 60% of volumes & Cost
- Identified various process gaps and suggested process improvements which had a direct impact on TAT reduction and driving customer excellence
Education
Bachelor’s Degree - Commerce
Osmania University
Hyderabad04.2002
Skills
- Team Management
- Operations
- Quality
- Training
Languages
English
Hindi
Telugu
Malayalam
Area Of Expertise
- Team Management
- Operations
- Quality
- Training
Awards Recognition
- Received Awards from Both ICICI & Axis Bank towards the Long service rendered for.
- Stood as a role model for others by demonstrating appropriate Business conduct and ethical principles and was awarded with 'Best officer', & 'Best Team Leader'
- Business Continuity Management - Back up for Central Processing Team
- Deputy Manager, Manager, 05/01/14
- Asst Manager, Deputy Manager, 05/01/12
- Executive, Asst Manager, 05/01/10
- Officer, Team Leader, 12/01/06
Applications Worked On
- Finacle (Core Banking Solution)
- Siebel CRM
- MAPs
- CTL
- I-view
- Avaya CMS
- Talisma
Personal Information
- Date of Birth: 09/19/81
- Marital Status: Married
Brief Profile
- Expertise at providing Quality Customer Service and resolving customer queries, complaints
- Professional with natural flair for Operations Management, Asset Management, Customer Service and achieving optimum level of Customer Satisfaction
- Excellent communicator & Good Client and Vendor Management
- Identifying the gaps and suggest process improvement which is inclined to the growth of the Organization
Timeline
Manager – Merchant Acquiring Business
Axis Bank Limited
07.2008 - Current
Team Leader – Credit Cards & Merchant Services
ICICI Bank Limited
12.2002 - 07.2008
Bachelor’s Degree - Commerce
Osmania University
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