Sen - Banker - Bangalore, Karnataka, India

Manjima Sen

Bangalore, Karnataka, India

Services

Banker

Summary:

Highly knowledgeable, skillful and resourceful Operations Manager with an impressive track record & experience in New Business Proceedings, strategic planning, business unit development, client servicing, lead management and business operations. Proven ability to successfully analyze an organization's critical business requirements, identify deficiencies and potential opportunities, and develop innovative and cost-effective solutions for enhancing competitiveness, increasing revenues, and improving customer service offerings.

Work History

Assistant Manager-Customer Service & Branch Operations & service

IDBI Bank Ltd

From December 2009

December 2009 - Present

Achievements: Received Certificate for Outstanding Performance from Regional Head on 2012

Job Responsibilities
A) Branch Operations

• Control over internal operations - Suspense a/c monitoring & control. Cash operations. Voucher Management.
• Control over internal operations - Security Items (DD / PO) process & controls. Deliverables (Debit card / I PIN) management. Settlement of deceased client a/cs. Safe Deposit Locker Operations & Locker management software
• Daily Finacle Reports
• KYC - meaning. importance & documentation & Account Opening issues
• Audit - Monitoring Internal Audit Observations & Operational Risk. Factors that determine ratings. Tips for better housekeeping & rating. Government Business - Scope. Operational guidelines. controls & GBM module
• Sales Orientation
• Frauds - Meaning, scope & reporting. Case study on frauds - discussion & presentation
• AML - How to identify suspected transactions. Procedure to be followed. How to operate AML Software
• ATM cell operations - issues in Debit card & PINs. Capital Markets Ops - Issues in Demat a/c opening. LAS a/c & DI & 3 in 1 a/c.
• CRU - Issues in reconciliation & settlement of claims. Customer Service Cell. Cheque Book / Statements.
• RTGS & NEFT - Guidance & issues.
• CMS Ops & Net Banking operations
• NR Accounts. Waiver Management. New Pension System. ATM Recon Process

B) Customer Service
• Addressing customers about product, services and transactional processing requirements, in accordance with set procedures, to ensure that customers receive a good service.

• Proactively identifying complex and non-standard customer requirements, and also sales opportunities, to ensure the Branch achieves its overall goals.

• Addressing, and where appropriate escalating, customer queries, complaints and feedback effectively, to achieve the best possible outcome for the customer in line with Regulation, policy and best practice.

• Identifying potential clients, building...

Executive - Branch Operations

July 2007 - December 2009

Achievements: Received Certificate of Appreciation & Excellence from Regional Director of Aviva on 10th September 2008 for processing new business 100% error free.

Received Appreciation Mail from Regional Director of Aviva & Head of East 4 zone on 06th November 2009 for collection of highest Annual Premium of East 4 zone through Cross Selling.

Job Responsibilities
A) New Business Processing
• Scrutinize all the policy application & compile all the support documents. (Secondary Underwriting).
• Keeping track of all requirements pending and regular follow-up with all Agency Managers and getting the policies complete.
• Co-ordinate with the Client service and Underwriting Dept. for issuing the policies as fast as possible.
• Coordinate with Medical centers & UW dept for medical cases
• Coordinate between branch and HO for Completion and issuance of new businesses.
• Login all the new business cases & transfer them as per direction

B) Client Service
• Maintaining records for customer queries, complaints and letters.
• Sending the documents to the Head Office and follow up with the Head office for speedy actions on customer requests.
• Maintaining records and handling queries on all courier activities and returns.
• Managing the customer service and handling all customer queries/requests.
• Attending the walk-in- Customer & handling the Customer related complaint
• Processing the customer request with in specific TAT.

C) Finance Related Services
• Handling the banking of all transactions related to fresh business as well as renewals.
• Receiving cash for renewals and new business.
• Preparation of MIS for all renewals and new business and handing over to the collection agent on behalf of the bank.
• Handling all queries related to banking.
• Maintaining records for cheque bounce and rebanking cases.
• Coordinating with various dept. regarding banking transaction and existing business related processes.

Fund Swap
• Understanding of the individual case and checking...

Marketing Support Executive - Branch Operations

Howrah Branch

February 2006 - July 2007

Branch since its inception. Taking care of all related activities for a new branch's development, administration, rules & regulations, systems etc. Assist Branch Head regarding Financial Planning and Monthly Targets.

Achievements: Best MSE position for the 1st Financial Quarter (Mar-May.07) for achieving 100% completion & issuance of New Business in the eastern region.

Job Responsibilities
A) New Business Processing
• Scrutinize all the policy application & compile all the support documents. (Secondary Underwriting).
• Keeping track of all requirements pending and regular follow-up with all Agency Managers and getting the policies complete.
• Co-ordinate with the Client service and Underwriting Dept. for issuing the policies as fast as possible.
• Coordinate with Medical centers for medical cases
• Coordinate between branch and HO for Completion and issuance of new businesses.
• Monitoring of Lapsation, Cheque dishonours, & initiation of corrective action

B) Client Service
• HNI customer handling,
• Handling all customer queries,
• Handling all complaint cases
• Policy servicing
• Policy document dispatch coordination
• Claims follow up with individual client & H.O

C) Training & Recruitment
• Training of Agency managers & Advisors on NB/ UW/CS processes
• Gave Product training to Agency managers & Advisors
• Generation of reports for monitoring MDRT, clubs, competitions & sharing MIS with BM/MM & AMs
• Handling all the queries of Advisor and Agency Manager regarding Product, Policy & any other related issues.
• Helped Branch Head in the recruitment process of Agency Managers, Coordinate with job consultancies, fixed interviews etc

D) MIS & Miscellaneous
• Maintaining all MIS regarding Branch's business achievements & Marketing Plan updation
• Preparation of Monthly reviews of AMs in writing & maintenance of weekly reviews files & Collection & collation of daily reports form all new AMs
• Monthly meets of Prospective MDRT & CEO/ Gold/ Silver/ Bronze in...

Marketing Coordinator

3M, AFT, FROMENT & DUPONT

October 2005 - January 2006

Manufacturer & Exporter of safety equipments and Dealer of 3M, AFT, FROMENT & DUPONT products
Accomplishments: Implementation and Maintenance of proper administrative systems, rules & regulations. Company achieved 9001:2000 Certificate in the year 2005.

Job Responsibilities
• Office Administration & HR
• Engaged in Business Analysis, forecasting and strategic planning.
• Manage the team of sales executives of the Eastern Region.
• Coordinate among branches & HQ, marketing people as well as Head of Function on marketing affairs. Reporting directly to the Director Marketing
• Event Planning for Product demonstrations & Product Training
• Assist the management

Marketing Management

Organizational Behaviour & Company

January 2005 - January 2006

Part Time Lectureship: Joined Sent Peter's College under Bangalore University taking classes to 1st & 2nd Year graduate students. Subjects: Marketing Management, Organizational Behaviour & Company Law during Jan.2005 to Jan 2006.

Management Trainee in TINNI

Traineeship

March 2004 - September 2004

(a renowned Advertising Agency in Kolkata working for Maruti Udyog Ltd., ICICI Bank, CITI Bank, Standard Chartered Bank, Kotak, HDFC, ABN Amro Bank and many others) from March - 04 to September - 04. Job profile includes Organize several commercial advertisements, Event Planning, Maintain client relations, Office administration

Qualifications & Certifications

Board of Secondary Education

Humanities

HS Education

Geography

Calcutta University (Gokhale Memorial Girls' College)

Marketing

Visva Bharati University

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