J Dharveshmuhaiadeen

• Strategic Planning: Conceptualising strategic and operational plans for the branch to draw a good image, harmonising them with the bank’s/exchange house’s macro-level plans. Aligning resources in line with the branch targets and performance estimates. Defining service standards and guidelines that serve as benchmarks for excellent service delivery contribute to ameliorated service revenue generation.Developed strong relationships with Customer to facilitate smooth communication and Service completion.
• Operations:Handling front-end operations for savings, current & fixed deposits, cash management for the branch and extending priority banking services. Heading complete branch operations with a key focus on bottom-line profitability by ensuring optimal utilization of available resources. Dividing and implementing policies/procedures for the all-around development of banks and reducing overall costs to the bank through various means.
• Business Development: Framing result-oriented business generation plans & policies for attainment of predesignated profitability/ revenue estimates. Monitoring competitor activities and devising effective counter-measures. Obtaining new business from high net worth customers as well as increasing the product mix of existing ones.
• Created and maintained a strong team culture that promoted high levels of collaboration, employee satisfaction, and overall performance.
• Identified and communicated customer needs to supply chain capacity and quality Customer service.

• Transactions Related: Ensure proper scrutiny of all transactional documents submitted by the customer vis-à-vis branch checklist to ensure that the customer submits all necessary document Support the Business Managers/Business Heads/Financial control team in preparation of any auditrelated deliverables, i.e. internal /external, concerning a transaction executed for a corporate client. Address all transaction-related enquiries, i.e. pre, during & post transaction processing & escalations Ensure strong monitoring of all transactions in the branch & maintain accurate/strong MIS for the branch.Supervised day-to-day operations to meet performance, quality and service expectations.
• Service & Quality: Handle all people, processes, data & systems well attended to deliver consistent & superior levels of service to all customers. Ensure that adequate records & data about customer queries and complaints are analysed to achieve greater process efficiency Ensure daily / weekly monitoring & analyses of various data points & reports that have a bearing on Customer Service & process adherence Play a pro-active role in new products, processes or systems roll, impacting the clients Coordinate with relationship managers and meet/interact with key clients periodically to stock take on service levels and customer satisfaction. Also, collate their feedback & suggestions. Prompt Attendance of monthly “Branch Service Committee” meetings held on the 7th of each month. Fair Knowledge of 5S, ISO 9001:2000, and Six Sigma standards & meet/exceed set quality parameters conforming to the standards.
• Audit & Compliance: Effectively Support & Handle Branch Audits by Internal, External, Concurrent, Statutory & RBI auditors. Attend to any audit findings and resolve them immediately
• Account Opening & Maintenance: Follow the processes for account opening, account maintenance & account closure-related formalities as per the YBL process Handle customers’ enquiries and instructions while ensuring that the Bank’s delivery standards are met to achieve total customer satisfaction. e.g. timely checking of account opening documentation, the opening of Accounts etc. Ensure adherence to process & documentation standards (e.g., forms/checklists, welcome calling, approvals, etc.) Maintain strict vigilance on the quality of forms and documentation provided Ensure timely follow-up for resolution of any outstanding deferrals.

Handle front office branch operations: (Teller/Customer Service) and ensure the smooth running of the branch Ensure compliance with banking guidelines, quality framework and audit requirements.

Handling all cash/ non-cash transactions and posting entries in the system in a timely and error-free manner. Keep updated on all the relevant bank policies and regulations. Safe custody of all stationery, account kits, chequebooks, forms etc. and timely updation of all relevant registers Compliance with KYC, AML, audit and other regulations in all branch banking operations. Filing and record keeping per the branch requirements and the Bank’s policies and standards.

Identify process improvement opportunities and strive for continuous improvements. Attend and manage customers in an orderly manner in the branch lobby for better customer experience and quick service. Process transactions efficiently and accurately while maintaining the service standards for quick and error-free transaction processing. Ensure all Bank policies, corporate security policies, regulatory guidelines, Industry service standards and codes of conduct are adhered to.

Cross-sell savings and investment products to clients to meet branch objectives. Delivery of high customer service standards and relationship management to clients to retain them.

Customer Service Officer: Provide superior customer service in a friendly and knowledgeable manner Maintain knowledge of the Bank’s products and services and ensure accurate and correct information to customers.

Taking ownership of client complaints/issues, initiating action, following up with respective units, resolving the problem within the stipulated timeframe, and keeping the clients informed during the process. Assist customers with self-service banking.

Have adequate knowledge of the bank’s systems and products to attend to customer requests Ensure accounts are opened as per Bank’s product and guidelines while ensuring adherence to KYC, AML/ATF policies Ensure error-free transactions Accurate execution of cash opening and cash handling during customer hours and cash closing at the end of the day, along with the branch supervisor/ designated personnel.

Achieve the sales targets as assigned by the supervisor/ Branch Manager Identify opportunities to sell ICICI products and services, referring them to the appropriate staff. Identify and refer potential high-value customers to respective officials Participate in branch sales campaigns. Share knowledge and experience with other team members and provide support as needed.

Demonstrate a positive interaction with peers, adaptability, flexibility, punctuality and portraying a positive attitude.

Lab Instructor: Handling “C Programming” classes for 1st year engineering students. Conducting monthly programming tests for students to examine their programming level and to correct their mistakes.

Prepares the room and the computers for use before each class; attends to the proper shut-down of computers after classes. Support faculty and students in using computer software and hardware. Assures that the computer equipment is properly used. Supervises the use of computer equipment during lab hours. Manage laboratory software, test materials and hardware to ensure security Troubleshoots and diagnoses basic problems with computer equipment.

Performs minor maintenance and repair on equipment, as necessary. Respond to queries and introduce students to the use of computers and peripheral equipment Extend appropriate procedures, respond to queries and document the resolution of repetitive issues.