KHAN - Operations & Customer Service Manager - Powai, Mumbai, MH, India


Powai, Mumbai, MH, India


Operations & Customer Service Manager


Well versed with Banking software Finacle, Communication, relationship building with customers for better business, Prompt Customer service to meet customer satisfaction. etc.

Work History

Sales Manager

ING Life Insurance Co. Ltd

From October 2012

Responsibility: Sales

• Recruiting a team of advisors to carry on the insurance business
• Develop the team through training practically on field.
• Ensure proper counseling is done of the customers through financial planning.
• Provide the customers need based solutions.
• Service the customers for their various requests, queries and complaints.

Officiating Branch Operations Manager

Development Credit Bank Ltd

February 2010 - September 2011

Responsibility: Sales & Operations

• Acquisition of new accounts & sale of different products thru cross sell.
• Ensuring 4 Hooks to the Customers by offering different products to them.
• Building Customer relations by opening customer's group and family accounts in the bank.
• Authorization of cash, clearing, transfers, neft, rtgs and other requests from the customers.
• Attending Customers for their various requests, queries and complaints.
• Ensuring Service Quality by attending customer complaints within TAT.
• Monitoring AML Alerts and Office Accounts & Security items at the branch.
• Branch monthly & other reports to the concerned department.
• Backup for Branch Operations Manager for overall Branch Activities.

Personal Banker Authorizer

HDFC Bank Ltd

January 2006 - November 2008

Responsibility: Sales & Operations
• Managing and monitoring performance of the sales resources
• Ensure quality new acquisition on CASA and sale of third party products thru cross sell.
• Ensuring that customers make us their primary bank including their family members & associates.
• Attrition control of customers.
• Managing the optimal levels of Income generating Products.
• Monitoring the Customer Group profitability is achieved
• Lobby Management
• Branch Administration
• Monitor all complaints and Preventive measures for complaint management
• Responsibility of opening the customer account within the TAT.
• Monitoring lockers allocation and all other related operations.

Clearing Executive


May 2005 - September 2005

• Inward and outward clearing entries in Finale
• Managing cheque returns - inward & outward
• Personally informing the braches for their co-op bank cheques thru ip
• Managing Funds requirement, reporting the same @ treasury in Mumbai.
• Encoding of the outward cheques.
• Monitoring dispatch of return cheques to the customers on the same day.
• Generating leads thru clearing.
• Interacting with customers for queries related to clearing.

Operations, Corporate Sales

September 2004 - May 2005

Deepening of accounts opened under bulk segment
• Servicing of prominent accounts through the BDEs / Out Source personnel
• Prompt dispatch of deliverables in co-ordination with branch officials.
• Co-ordination with new accounts opened with respect to operating guidelines.
• Upload of co-op bank cheque advices in FINACLE.
• Administration of BDEs compensation, recruitment and other promotional activities etc.
• Sales reporting, MIS on a daily, weekly, fortnightly and monthly basis.
• Co-ordination with CPU for account opening, corporate office for admin issues
• Incentive calculation of BDEs/ SC and reporting to corporate office.
• Collection and Collation of Daily sales sheets of BDEs in Nashik and Aurangabad
• Prompt dispatch of offer letters as required by BDEs.

Asst. Operations Executive


November 2001 - September 2004

Receipt accounting of daily collection-system entries manual & in FOXPRO/VB.
• Daily check & compilation of Cheques reversal-manual & system.
• Receivables M.I.S-Total overdue, daily collection, number of accounts in relation to no of cheque bounces (bucket), location wise overdue.
• Coordination with channel partners for receivables management- reporting of daily collection, no of seized vehicles.
• Management of payouts for channel partners & incentives payable- monthly collection/seizure bills for franchisee & collection executives.
• Pre & Post seizure operations- pre/post seizure notices to customers, repossession orders to seizure agents, bills for vehicles parked in stockyard, bills for seizures, a/c termination request to HO.
• Reconciliation- a/c reconciliation in terms of receipt updating for emi not credited.
• Daily Coordination with H.O for issues related to operations- mails & follow-up.
• Office Administration & Management of impressed cash- accounting of various expenses
• Customer coordination for NOC, Insurance claims, refunds, a/c statements, collection.

Officer - Operations

S.M. Financials

January 2000 - August 2001

• Co-ordination with Branch office regarding disbursement, queries of housing loans.
• Collection of all the documents from clients so as to prepare proposal for disbursement.
• Checking of the documents against the norms so as to ensure a quality check on the proposal prior to submission.
• Frontline customer coordination, Maintaining M.I.S.
• Coordination with in house executives.

Data Input Services Ltd

January 1999 - December 1999

Quality Incharge.
Quality Check for the entries made by the data entry operators.

I T Skills
Knowledge of Kapiti, Foxpro
Finacle 7.0 (Working since 2005)
MS Office, Word & Excel.

Qualifications & Certifications

St. Patricks Convent High School. Devlali Camp

J.D.C. Bytco College of commerce.

Pune University

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