Vivek Anand
Branch Operations Manager
Mumbai
Summary
To work in a competitive environment that effectively utilizes my analytical, interpersonal, leadership and organizational skills to conceive and achieve solutions. The solutions which help the organization in not only meeting its targets, but also allowing it to grow, thereby, enhancing my own skills as an individual and as a key player in the organization's development. Detail-oriented team player possessing 7+ year of Banking experience with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
12
12
years of professional experience
2
2
Certifications
Work History
Branch Operations Manager - Manager
RBL BANK LTD
Mumbai
07.2019 - Current
- Joined as a Service Delivery Ambassador Non Cash and then handled Cash along with managing walk-in Customer's by providing Non-Cash services to them such as other transactions and customer requests etc and getting suitable and appropriate business from them.
- Later got promoted as an Authorizer and again promoted as an Service Delivery Manager otherwise known as Branch Operations Manager.
- Had got opportunities to handled multiple branches when and where required even in the absence of a BM in the branch as there were requirements.
- Managed daily branch operations for optimal productivity and customer satisfaction.
- Supervised a team of employees, fostering a positive work environment and emphasizing professional growth.
- Performed monthly compliance checks.
- Trained employees on proper procedures and strategies to improve productivity.
- Monitored financial transactions to detect any suspicious activity or potential fraud.
- Developed strong relationships with clients, resulting in increased loyalty and repeat business.
- Enhanced customer experience by providing exceptional service and addressing concerns promptly.
- Collaborated with senior management to create strategic plans for future branch growth and expansion.
- Established best practices for resolving client issues quickly while maintaining high standards of professionalism.
- Maintained friendly and professional customer interactions.
- Implemented cost-saving measures to reduce overhead expenses without sacrificing quality or service levels.
- Complied with regulatory guidelines and requirements.
Personal Banker - Assistant Manager
HDFC BANK LTD
Bangalore
08.2018 - 02.2019
- Worked as a Personal Banker which dealt with handling and managing a set of Managed Portfolio Customer's base by providing services to them as well as getting suitable and appropriate business from them.
- Developed strong working relationships with staff, fostering a positive work environment.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Maintained compliance with health and safety regulations, ensuring safe environment for both staff and customers.
- Engaged with customers to gather feedback, using insights to improve service and product offerings.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Boosted sales of bank products through effective cross-selling and up-selling techniques.
- Collaborated with branch team members to achieve monthly sales targets and improve overall performance.
Value Banker - Senior Officer
ICICI BANK LTD
Vakola (Santacruz East Mumbai)
08.2016 - 08.2018
- Worked as a Value Banker which dealt with maximum of Branch Operations along with customer service.
- Cultivated a culture of continuous learning by encouraging professional development opportunities for all team members.
- Developed operational strategies for improved efficiency, resulting in reduced costs and increased profits.
- Established strong relationships with clients through consistent communication and excellent customer service, leading to long-term partnerships and repeat business opportunities.
- Implemented quality assurance measures to maintain high standards of service delivery across all projects.
- Conducted regular risk assessments to identify potential issues early on; implemented appropriate mitigation strategies proactively.
- Resolved conflicts professionally while maintaining a respectful atmosphere within the workplace, promoting teamwork across departments.
- Maintained a keen focus on safety protocols and guidelines; implemented process improvements to reduce risk factors and ensure a secure work environment for all team members.
- Evaluated customer needs and feedback to drive product and service improvements.
- Conducted regular reviews of operations and identified areas for improvement.
- Developed effective improvement plans in alignment with goals and specifications.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Frequently inspected production area to verify proper equipment operation.
- Enhanced client satisfaction with timely and accurate valuation reports.
- Maintained high work volume and tight deadlines.
Consultant
Sutherland Global Services
Malad (Mumbai)
01.2014 - 12.2015
- Joined as Chat Agent and then promoted as Escalation's Chat Agent, where used to directly chat with AT&T client's to solve the Escalated queries with resolutions.
- Enhanced communication among team members to foster collaborative and supportive work environment.
- Streamlined internal processes to enhance team efficiency and improve overall project outcomes.
- Coordinated with external partners and vendors to deliver comprehensive solutions that meet clients' diverse needs.
- Streamlined communication processes for clients, enabling more effective collaboration and decision-making.
- Established best practices for project management within client organizations, leading to more predictable and successful outcomes.
- Facilitated workshops and training sessions for client staff, enhancing their skills and knowledge in key areas.
- Conducted regular reviews of operations and identified areas for improvement.
- Developed effective improvement plans in alignment with goals and specifications.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Educated staff on organizational mission and goals to help employees achieve success.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Frequently inspected production area to verify proper equipment operation.
- Evaluated staff performance and provided coaching to address inefficiencies.
Store Manager
Hot Bitez
Mangalore
06.2012 - 12.2013
- Full store management such as, Inventory/Stock management, Staff training (Kitchen & Service), Cash counter handling, Vendor management, etc.
- Managed inventory control, cash control, and store opening and closing procedures.
- Assisted with hiring, training and mentoring new staff members.
- Completed point of sale opening and closing procedures.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Supervised guests at front counter, answering questions regarding products.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
- Ensured compliance with all applicable laws, regulations, policies by regularly reviewing store procedures and taking corrective measures when necessary.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Collaborated with other managers to develop company-wide initiatives aimed at improving overall performance across all locations.
- Streamlined store operations to reduce costs, negotiating with suppliers for better pricing and optimizing staff schedules for peak times.
- Oversaw daily operations to ensure compliance with health and safety standards, maintaining safe environment for both staff and customers.
- Conducted market research to better understand local consumer base, tailoring store offerings to meet their needs.
- Managed inventory levels to minimize waste and ensure product availability, supporting customer satisfaction and sales efficiency.
- Boosted overall store sales by implementing innovative marketing strategies and exceptional customer service standards.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
Education
Degree - Bachelor of Science - Zoology
Mithibai College, Mumbai University
Mumbai HSC - 12th - Science Education
V.V.J.C, Maharashtra Board
VasaiSSC - 10th -
S.R.M.H.S.S, Tamil Nadu Board
CoimbatoreSkills
Adaptability and ability to work as a team
Personal Information
- Father's Name : Soundararajan.I
- Date of Birth : 31/05/1991
- Gender : Male
- Nationality : Indian
Disclaimer
I hereby declare that the details furnished above are true to the best of my knowledge and I bear the responsibility for the accuracy of the above mentioned particulars.
Additional Information
Have always participated in the various business contest drives and have always contributed and worked towards qualification with achievements.
Certification
Post Graduation Diploma in Banking course - PGDB+ from NIIT with IFBI (Institute Of Finance, Banking & Insurance). (Mar 2016 – July 2016).
Timeline
Branch Operations Manager - Manager
RBL BANK LTD
07.2019 - Current
Personal Banker - Assistant Manager
HDFC BANK LTD
08.2018 - 02.2019
Value Banker - Senior Officer
ICICI BANK LTD
08.2016 - 08.2018
Post Graduation Diploma in Banking course - PGDB+ from NIIT with IFBI (Institute Of Finance, Banking & Insurance). (Mar 2016 – July 2016).
07-2016
Consultant
Sutherland Global Services
01.2014 - 12.2015
Store Manager
Hot Bitez
06.2012 - 12.2013
Degree - Bachelor of Science - Zoology
Mithibai College, Mumbai University
HSC - 12th - Science Education
V.V.J.C, Maharashtra Board
SSC - 10th -
S.R.M.H.S.S, Tamil Nadu Board
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