Yogesh Dubey

Work History

Programme Manager - Customer Experience and Service Quality

Bandhan Bank Ltd

01.2025 - Current

Periodic review of liability branches of MP & CG region.
Assessment of branches on various operational, service quality and customer service parameter.
Publish branch assessment report to business and HO within specified TAT
Ensure timely and efficient revert from branches and ensure compliance
Frequent review of branches on FTNR and complaints
Consult with cluster and regional leadership to resolve complaints, control FTNR and to maintain branch hygiene and operational health.
Maintained customer service standards in functional area by way of Frequent visits to Branches, Checking, Guiding, Training, reporting and feedback.

Regional Operations Executive

Bandhan Bank Ltd.

07.2022 - 01.2025

Oversaw daily operations activities, ensuring smooth functioning across all departments while maintaining high-quality standards.
Efficiently and effectively identified and solved all problems that impacted direction of business.
Used data-driven decision-making techniques to identify areas of improvement within operations processes.
Implemented strategic initiatives that resulted in significant improvements in operational performance.
Enhanced customer satisfaction by effectively managing and resolving operational issues in a timely manner.
Trained and guided team members to maintain high productivity and performance metrics.
Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Assisted in recruiting, hiring and training of team members.
Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Periodic review of liability, retail assets and micro banking branches of Indore and Ratlam cluster in MP & CG region
Frequent review of branches on FTNR and complaints
Consult with cluster and regional leadership to resolve complaints, control FTNR and to maintain branch hygiene and operational health.
Publish visit report to top management and checking their compliances
Play a mid level role between HO and mapped branches and ensure their requirements towards data can be fulfilled
Responsible for driving management initiative and ensuring implementation at branch level
Responsible for visiting, checking, reporting for well-controlled operations and customer service level of a Branch in its working domain area.
Analyze risk from day to day operations from branch and to report it to B.Ops and ensuring amendment in process.
Ensure efficiency and effectiveness in adopting banking processes in the Branch. Extends support to branch for operational gaps, if any through advice and intervention in crises situations.
Involve in discussions with risk and audit team after branch review.
Ensure and control functioning of all the activities within the regulatory guidelines and policies framed by the bank and ensure compliance and monitor error logs, exceptions and so on.
Maintained customer service standards in functional area by way of Frequent visits to Branches, Checking, Guiding, Training, reporting and feedback.

Cluster Operations and Service Manager

Au Small Finance Bank Ltd

01.2018 - 07.2022

Managing team of 14 branch operations manager who responsible to manage day to day operations in liability branch.
Human resource management, recruitment, training of service staff and further responsible for annual appraisal of service team of 41.
Responsible for driving management initiative and ensuring implementation at branch level
Responsible for visiting, checking, reporting for well-controlled operations and customer service level of a Branch in its working domain area.
Ascertaining risk and guiding branch to minimize risk
Analyze risk from day to day operations from branch and to report it to B.Ops and ensuring amendment in process.
Ensure efficiency and effectiveness in adopting banking processes in the Branch. Extends support to branch for operational gaps, if any through advice and intervention in crises situations.
Involve in discussions with risk and audit team after branch review.
Make analyses and assess the operational risk and is responsible for assisting in developing effective counter and corrective measures to the branches for resolution of the same and reporting to competent authority time to time.
Promote and Guide to Branch staff for Customer Services and identify the gaps and provide suitable solution for long-term customer relationship
Ensure strict adherence to customer service standards, specially in rural/semi-rural and semi urban area and take a feedback from the main markets of functional area of the Branch about the creditability of the Bank/Branch/Staff and provide feedback of the same with increase number of business and complaints.
Give independent view and find out reasons if business is lacking score due to operational and service issues.
Ensure and control functioning of all the activities within the regulatory guidelines and policies framed by the bank and ensure compliance and monitor error logs, exceptions and so on.
A mediator role between branches and Regional/Zonal offices to control operational quality
Maintained customer service standards in functional area by way of Frequent visits to Branches, Checking, Guiding, Training, reporting and feedback.

Deputy Branch Business Leader

YES BANK

08.2013 - 01.2018

Monitor the processes for account opening, account maintenance & account closure related formalities as per YBL process.
Ensure customer satisfaction. e.g. timely checking of account opening documentation, opening of accounts etc.
Ensure adherence to process & documentation standards (e.g.forms/checklists, welcome calling, approvals, etc.)
Ensure pro-active & sustained liaison with NOC, Product, Sales RM, etc. where required.
Maintain strict vigilance on the quality of forms and documentation provided.
Ensure timely follow up with Sales RMs of all BUs for resolution of any outstanding deferrals.
Support the Business Managers/Business Heads/Financial control team in preparation of any audit related deliverables i.e. internal /external concerning a transaction executed for a corporate client.
Ensure that adequate records & data pertaining to customer queries and complaints is maintained & analyzed for achieving greater process efficiency.
Ensure daily / weekly monitoring & analyses of various data points & reports that have bearing on Customer Service & process adherence.
Effectively Support & Handle Branch Audits by Internal, External, Concurrent, Statutory & RBI auditors.
Responsible for implementation of process, policies as per guidelines & audit rating of the branch.
Ensure comprehensive compliance with all internal, regulatory and statutory requirements as relevant for various product and services from a branch perspective;

Officer – Branch Banking

ICICI BANK

02.2010 - 07.2013

Verification of cash and other vouchers like debit authorization, Cash withdrawn slip, high value cheques
Executing of various types of service request from customer like account closure, OD limit, FD OD
Executing cash handling functions in an accurate and secure manner for receiving and processing of payments
Entertain customer and conversion of walk in customer comes for jewel loan
Perform jewel loan activity for branch walk in customer such as appraisal of ornaments, convince customer about LTV, collect KYC from customer generate loan account and disburse loan amount to customer
Ensure timely dispatch of jewel loan AOF to central operations
Inward and Outward clearing, zone clearance, Prepare return memo for bounce cheque
Appraising the customers about retail liabilities products such as Savings A/c, Current A/c, Term Deposits, and Recurring Deposits. Further involving in cross selling various investment products offered by the bank
Attending to customers' query regarding address change, change of account, account up gradation, stop payment, closure of account, bank statement, cheque book issuance, deliverables and many more
Ensuring strict adherence to service and quality benchmarks, and world class service experience for customers
Ensuring compliance of statutory requirements such as per audit guidelines as well as regulations laid down by various acts by RBI
Reporting high value transactions and suspicious transactions in the branch to RBI as per Anti Money Laundering norm
Performing daily review of transactions, verifying all support documents, checking for discrepancies and initiating follow up actions for resolution
Preparing MIS and various other business reports to appraise top management of the routine business operations and assist in critical decision-making

Senior Executive – Branch Operation Manager

FUTURE GENERALI INDIA INSURANCE

08.2008 - 09.2009

Led a team of executives, providing them superior training and motivation to enhance their capacity
Responsible for productivity of executives
Administered key operations including New Business processing, Client servicing and Issuing of insurance policies for customers
Scrutinized insurance proposals submitted by customers and involved in underwriting of policy proposals according to clients' potential income, life style, health conditions etc.
Followed up with various departments to ensure efficient operations in issuance of policy, disbursement of claims within the Turn Around Time
Generated MIS reports with crucial data on New Business Completion, Applications Submitted / Approved, Revenue realized etc
Participating in branch internal, external audit; Handled audit queries & objections and Positively responded to all observation and recommendations

Branch Service Manager

RELIANCE GENERAL INSURANCE

01.2008 - 07.2008

Spearheaded branch operations including Recruitment of team members, Client Servicing and Issuance of policies
Led a team of executives, providing them superior training and motivation to enhance their capacity
Involved in underwriting of Motor policies, Verified documents, Ascertained condition of vehicle, Estimated vehicle value and determined premium
Scrutinized insurance proposals submitted by customers and underwriting the policy proposals according to clients' potential income, life style, health conditions etc.
Addressed various issues, complaints and grievances raised by customers, sales managers and resolved them at the earliest possible time

Executive (Retail Assets Finance Operations)

ICICI HOME FINANCE

06.2006 - 01.2008

Scrutinized documents submitted, agreements executed by borrowers and ensured their genuineness and completeness
Evaluated loan proposals submitted by customers, Ascertained viability of the proposal, Compiled credit worthiness to decide on quantum of loan. Coordinated with credit operations team to disburse loans to eligible applicants within the TAT
Monitored collection portfolio, Identified overdue accounts and Employed strict credit control measures to recover dues from defaulters without compromising on borrowers' dignity
Maintained important records like Receipt register, Jotting & Vault register, Key registers, Cash Deposition and DRE reconciliation scroll
Followed up with the Spoke Location Banks regarding Fund- Transfer and other vital issues
Conducted debt counseling to borrowers and offering mutually agreeable settlement options. Forwarded long pending delinquent accounts to legal team for further action

Summary

Overview

Work History

Programme Manager - Customer Experience and Service Quality

Regional Operations Executive

Cluster Operations and Service Manager

Deputy Branch Business Leader

Officer – Branch Banking

Senior Executive – Branch Operation Manager

Branch Service Manager

Executive (Retail Assets Finance Operations)

Education

Bachelor's Degree - Commerce

Skills

Personal Information

Executive Profile - Summary

Timeline

Similar Profiles

Gulshan KhannaGulshan Khanna

NEERAJ SUBHASH CHOUGULENEERAJ SUBHASH CHOUGULE

Anant BansalAnant Bansal

SHANTANU TYAGISHANTANU TYAGI

SACHIN MISHRASACHIN MISHRA