Vincent Davit- DVP
Chennai
Summary
I believe in asking the important questions: Is there another way? What if? Why Can't we? Success doesn't come from just spending more money; it comes from taking a fresh approach to what you already have. That's how we need to grow revenues and stakeholder value.
Brief overview: Around 15 years of banking experience, with exceptional abilities in building and developing internal teams and customers, Knowledgeable professional with several years of experience bringing planning and problem-solving abilities. Focused on maximizing resource utilization to support scalable operations and increase bottom-line profitability. Organized and systematic with natural relationship-building and leadership talents.
Overview
16
16
years of professional experience
Work History
Deputy Vice President Sales and Service
Au Small Finance Bank Limited
Jaipur
01.2024 - 12.2025
- Confer with board members, organization officials, or staff members to discuss issues, coordinate activities, or resolve problems
- Analyze operations to evaluate performance of a company or its staff in meeting objectives or to determine areas of potential cost reduction, program improvement, or policy change
- Direct, plan, or implement policies, objectives, or activities of organizations or businesses to ensure continuing operations, to maximize returns on investments, or to increase productivity
- Review reports submitted by staff members to recommend approval or to suggest changes
- Appoint department heads or managers and assign or delegate responsibilities to them
- Implement corrective action plans to solve organizational or departmental problems
- Lead the customer service presentation to Board and MD coordinating with every stakeholders of bank related to complaint
- Connected with the internal ombudsman to get the complaint VET
- Heading the team Customer service inbound - banking, credit card, retail banking, social media, MD desk, complaint management, VRM team, video banking, customer service email
- RBI reporting on Complaint Bank level get approved and reviewed
- Implementing the new idea in terms of IVR, mobile banking, internet banking
- Coordinating with CRM team to get the NFTR to FTR by STP
- Analyzing the FCU team complaints to understand the trend of fraud complaint and reason and also work closely with the CRO to create the velocity checks on latest digital frauds
- Driving the sales to make the channel a profitable one by upselling on - insurance, FD, PL, HL, VL, LAP, bill pay, Smartpay, forex card, debit card upgrade, credit card etc
- Core focus was cost to income
- Heading a team of 450+
Unit Head - VRM -inbound Sales and Service
Standard Chartered Bank
Bangalore & Chennai
01.2023 - 01.2024
- Managed wealth portfolios for UAE clients, ensuring comprehensive sales and service of all banking products.
- Identified needs of customers promptly and efficiently.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Worked effectively in team environments to make the workplace more productive.
- Worked with cross-functional teams to achieve goals.
- Utilized various software and tools to streamline processes and optimize performance.
- Recognized by management for providing exceptional customer service.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
Assistant Vice President - Retail Asset & Banking
Yes Bank Limited
Chennai
12.2016 - 01.2023
- Developed and implemented sales strategies that increased customer deposits by 15% and loan originations by 20%
- Provided exceptional customer service, resolving complex financial issues and building strong customer relationships
- Maintained a high level of compliance with all banking regulations and internal policies
- Utilized technology and analytics to streamline operations and improve efficiency
- Led special projects and initiatives to enhance customer satisfaction and drive revenue growth
- Created and maintained a positive and welcoming work environment for all employees
- Managed a budget and ensured efficient use of resources
- Trained and mentored new employees to ensure their success
- Utilized cross-selling techniques to increase customer product penetration
- Utilized CRM software to manage customer relationships and track sales opportunities
- Collaborated with other departments to develop and launch new products and services, resulting in a 10% increase in revenue
- Negotiated with customers to resolve disputes and maintain positive relationships, resulting in a 90% customer retention rate
- Facilitated team meetings and provided ongoing coaching and support to staff, fostering a positive and high-performing work environment
Assistant Manager- Phonebanking -Sales and Service
HDFC Bank Limited
Chennai
02.2014 - 11.2016
- Manage the service level requirement ensuring customer satisfaction on Helpline platform
- Ensuring 75% -80% SL is met, supporting other UNITS within & across the city and Branches in region to provide seamless service
- Complying with escalation process on fraudulent calls
- Maintain a high level of employee morale and satisfaction, to enhance employee skills through training, feedback service meetings, huddle and job rotation
- Supporting and guiding the team through new process, business initiatives, contest & encourage them in active participation in cross selling
- Recognizing service champions via email messages, escalation to senior's, service awards and promotions
- A training calendar prepared at the beginning of every month and training needs are identified and incorporated in individual goals
- Handle all escalated calls and resolve the same within 24 hours TAT
- Work towards outstanding performance of the team
- Conduct Performance appraisal every quarter for team members
- Compliance and Audit control - ensure the unit is compliant with all the norms of Audit requirement
- Control Attrition by way of role change within the unit to reduce monotony among the Staff
Team Leader - Insurance Sales and Service
Chola MS - Murgappa Group
Chennai
08.2013 - 01.2014
- Provided comprehensive insurance support and executed sales strategies to meet client needs.
- Managed conflict resolution within the team to maintain a positive work environment.
- Assessed market trends and competitor strategies to inform team direction and focus.
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Motivated team members through recognition programs and performance-based incentives.
Team Leader- Insurance Sales and Service
Sriram Value Services (Sriram Group)
Chennai
07.2012 - 07.2013
- Managed a team of 15 customer service representatives, providing exceptional support and resolving complex customer issues, achieving a consistent 95% customer satisfaction rating
- Coached and mentored team members, providing guidance and support to enhance their skills and career growth
Team Leader - Banking And Credit Card
FSL- Axis Bank Limited
Chennai
11.2010 - 07.2012
- Managed a team of 15 customer service representatives, providing exceptional support and resolving complex customer issues, achieving a consistent 95% customer satisfaction rating
- Developed and implemented quality assurance processes to ensure the delivery of high-quality products and services
- Led the team in the implementation of new technologies and innovations, improving project outcomes and enhancing team capabilities
- Developed and implemented training programs to enhance team skills and knowledge, ensuring alignment with industry best practices
Customer Support Executive
Auriga Solutions - D&B Global Database
Chennai
07.2009 - 10.2010
- Out calling the top MNC and interacting with the PA to get the complete database of the company
Education
Bachelor of Engineering - Electrical, Electronics And Communications Engineering
Anna University
Portblair04-2009
Skills
- Microsoft Excel
- Microsoft PowerPoint
- SAP
- Rules and regulations
- Customer service
- Process improvement
- Yellow belt
- 6 sigma
- People management
- Inbound analytics
- Dialler management
- Forecasting
- Portfolio optimization
- Cross-functional team leadership
- Sales leadership
- Documentation and reporting
- Team leadership
- Results-driven
- Staff recruiting and retainment
- Budget oversight
- Lead generation
- Training and mentoring
- Metrics tracking
- Performance monitoring
Languages
- English
- Hindi
- Tamil
- Telugu
- Bengali
Timeline
Deputy Vice President Sales and Service
Au Small Finance Bank Limited
01.2024 - 12.2025
Unit Head - VRM -inbound Sales and Service
Standard Chartered Bank
01.2023 - 01.2024
Assistant Vice President - Retail Asset & Banking
Yes Bank Limited
12.2016 - 01.2023
Assistant Manager- Phonebanking -Sales and Service
HDFC Bank Limited
02.2014 - 11.2016
Team Leader - Insurance Sales and Service
Chola MS - Murgappa Group
08.2013 - 01.2014
Team Leader- Insurance Sales and Service
Sriram Value Services (Sriram Group)
07.2012 - 07.2013
Team Leader - Banking And Credit Card
FSL- Axis Bank Limited
11.2010 - 07.2012
Customer Support Executive
Auriga Solutions - D&B Global Database
07.2009 - 10.2010
Bachelor of Engineering - Electrical, Electronics And Communications Engineering
Anna University
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