Senior Cluster Head, Ghaziabad (October, 2022 – Present)
Area Manager, Ghaziabad (2018-2022)
Branch Manager, Chandigarh (2015-2018)
Manager Customer Support, Delhi (2014-2015)

• Driving branch operations excellence across Delhi, Haryana, and UP by streamlining banking processes, enhancing financial efficiency, and ensuring seamless service delivery.
• Leading a high-performing team of 60 members across 26 branches, implementing strategic performance metrics, fostering leadership, and optimizing productivity.
• Enforcing risk management and compliance frameworks, proactively mitigating fraud, strengthening audit controls, and ensuring 100% regulatory adherence.
• Liaising with the head office to execute policies, align business objectives, and implement innovative process enhancements for operational efficiency.
• Enhancing customer experience by driving grievance resolution, optimizing service workflows, and implementing customer-centric initiatives for improved satisfaction and retention.
• Revamping operational workflows, identifying inefficiencies, integrating automation, and implementing best practices to maximize cost-effectiveness and resource utilization.
• Developing and delivering training programs, coaching teams on compliance, service excellence, and leadership to enhance overall workforce capability.
• Spearheading audits, risk control strategies, and revenue optimization initiatives, ensuring financial integrity, reducing exposure, and driving sustainable business growth.
• Driving branch profitability and growth by implementing cost control measures, increasing operational efficiency, and expanding the customer base through strategic initiatives.
• Strengthening cross-functional collaboration, working closely with sales, credit, and risk teams to align business goals and enhance overall performance.
• Implementing digital banking solutions to improve service efficiency, reduce turnaround times, and promote a seamless customer experience.
• Monitoring key performance indicators (KPIs) for branches, analyzing financial reports, and implementing corrective actions to meet targets.
• Building strong customer relationships, ensuring personalized service, resolving escalations, and increasing customer retention and loyalty.
• Optimizing cash flow and financial planning, ensuring liquidity management, minimizing operational risks, and maintaining strong fiscal health across all branches.

• Handled high-volume cash transactions with 100% accuracy, ensuring seamless banking operations and strict adherence to financial regulations.
• Managed daily cash balancing and reconciliation, reducing discrepancies by 30% through meticulous record-keeping and process optimization.
• Processed customer transactions, including cash deposits, withdrawals, demand drafts, and fund transfers, maintaining high service efficiency.
• Ensured compliance with banking policies and AML (Anti-Money Laundering) regulations, minimizing risk exposure and ensuring regulatory adherence.
• Assisted in branch cash flow management, ensuring sufficient liquidity for daily transactions while minimizing idle cash holdings.
• Provided exceptional customer service, resolving transactional queries and enhancing client satisfaction levels.
• Collaborated with internal teams, including customer service and operations, to ensure smooth banking functions and timely dispute resolution.

• Managed end-to-end client servicing and account management, ensuring high customer satisfaction and service excellence.
• Handled financial and insurance process operations for global clients, ensuring timely and accurate processing of transactions, claims, and reconciliations.
• Led process improvements, optimizing workflows and reducing processing time by 20%, enhancing overall operational efficiency.
• Resolved customer inquiries and escalations, providing prompt solutions and maintaining a 98%+ service level agreement (SLA) compliance.
• Trained and mentored new team members, enhancing team productivity and ensuring adherence to company policies and compliance standards.
• Collaborated with cross-functional teams, including finance, risk, and compliance, to ensure seamless operations and mitigate potential risks.
• Supported internal audits and compliance reporting, ensuring strict adherence to regulatory requirements and process guidelines.

• Managed high-volume cash collections, ensuring 100% accuracy in payment processing and timely deposit of collected funds.
• Handled customer transactions, including electricity bill payments, adjustments, and refunds, while maintaining compliance with company policies.
• Maintained detailed financial records and reconciled daily cash transactions, minimizing discrepancies and ensuring smooth financial reporting.
• Assisted customers in resolving billing disputes, providing clear explanations of charges and account balances to enhance customer satisfaction.
• Implemented process improvements, optimizing collection efficiency and reducing transaction turnaround time by 15%.
• Coordinated with internal departments, including finance and customer service, to streamline collection processes and enhance operational efficiency.