Resume

1. MALLIKA GHOSH
Mobile: +91 8130350666 ~ E-Mail: mallika_2k1@yahoo.co.in / mallika1310@gmail.com
Aspiring for managerial assignment in Customer Service and Operations in Banking Industry
CAREER SUMMARY
Banking professional with over 10 years of experience in:
Customer Service Quality Assessment NRI Banking Team Management Customer Service
Delivery Handling Compliance Queries
Business Development Relationship Management
 Proficient at driving and delivering radical improvement in customer service in the local market through
dynamic service leadership and the implementation of customer service strategy.
 Ability to build trust and credibility with managers and fellow employees and drive them towards providing
exemplary customer service, driven to solve problems and remove barriers that constrain performance.
 Sound understanding of:
o Regulatory guidelines on banking policies issued by RBI (local regulations in India) and local laws and
regulations that impact businesses in general.
o KYC requirements & Anti-money Laundering Policies.
 A team player with strong interpersonal, communication, problem solving and coordination skills.
WORK EXPERIENCE
ICICI Bank Ltd Since Apr’16
Branch Assessor (Senior Manager-Customer Service Quality Group-Corporate Banking)
Responsibilities executed:
 Conducted assessment of employee service delivery, branch and ATM visual appeal in mapped branches
(covering both onsite and offsite ATMs).
 Provided feedback to assessed employees on the basis of observations, walk through and taking aid of
video recordings. Shared SOP (Service Operating Plan), feedback on employees, branch and ATM
observations with branch leadership in order to improve performance in key service matrices-such as
FOCUS.
 Worked on improving branch workflows to reduce customer wait time, helped in improving quality of
query resolution thereby improving overall customer experience at mapped branches.
 Conducted workshops for branch employees on process and Service parameters. Worked on Projects by
identifying areas of improvement during service assessments in improving customer satisfaction &
collaborated with respective internal groups to check feasibility & initiate implementation of changes
proposed in bank’s internal processes.
 Other key responsibility is to assist Regional Service Managers in improving Regional Health Score which
comprises Customer Service Delivery Index and Branch performance on service levels, branch visual
appeal, inventory management, staff roistering and grooming.
RBL Bank Ltd (The Ratnakar Bank Ltd), Retail Banking and Consumer Banking Group From Jan’14 to
Mar’16
Branch Customer Service Manager
Responsibilities executed:

2.  Responsible for customer service standards of a full service branch office covering all aspects viz,
customer service, tracking service employees in branch, branch look and feel, security and safety in
accordance with the Bank’s guidelines.
 Sales & Business Development: Capturing of leads generated by employees across liability, asset and fee
products and tracking for closure, review number and quality of leads, conduct welcome calling etc.
 Customer Service: Drive key service matrix-scores of the branch, maintain customer wait time as per
Segmented wait time approach, minimize rejection rates for service requests and AOFs sent to
processing team.
 Adherence to compliance & audit guidelines and conducting training on products, KYC, certifications.
The Royal Bank of Scotland (Erstwhile ABN AMRO Bank), Retail Banking and Consumer Banking Group
Since Aug’08
Service Manager, New Delhi From Aug’12 to Dec’13
Responsibilities executed:
 Handling NR clients for Delhi and NCR region; fulfilling service needs of all NR clients.
 Maximizing customer satisfaction, retention and cross sell opportunities by maintaining ‘Top of the Class’
service standards in all NR (Non Resident) client interactions.
 Ensuring timely and accurate processing of all client requirements, either directly or by coordinating with
other units of the bank, as per laid down operating procedures and processes.
 Coordinating & controlling external vendors (couriers/ etc) involved in the service delivery fulfillment cycle.
 Complete knowledge of product lines, branch services, sales programs, product features, and availability of
automated services and resolve customer queries on the same.
 Achieving retention goals by delivering superior service and build long-term relationship with Bank customers
by providing personalized service.
 Building trust and confidence in the Bank’s ability to service more complex customer banking needs by
providing accurate information that is responsive to client questions.
 Anticipating client needs and potential problems and seek out ways to increase client satisfaction. Handled
routine and non-routine client questions, problems, and concerns.
 Ensuring that all client concerns and complaints are satisfactorily resolved within the given timelines.
Highlights
 Successfully managed the project-" US Persons Exit Process" by coordinating with other branches in Delhi &
NCR Region and maximizing reach to clients, thereby, met given deadlines within stipulated time.
 Shouldered additional responsibilities of managing compliance cases for Delhi & NCR branches parallely,
thereby contributing to the cluster scorecard.
 Effectively & timely managed clients complaints and requests (of Delhi & NCR branches) thereby contributing
to superior client satisfaction and cluster scorecard.
Service Manager- VGPB (Van Gogh Preferred Banking), Pune From Feb’11 to Aug’12
Responsibilities executed:
 Responsible for fulfilling service needs for all VGPB clients (both Wealth & Business Banking clients).
 Maximized customer satisfaction, retention and cross sell opportunities by maintaining ‘Top of the Class’
service standards in all VGPB (Van Gogh Preferred Banking) client interactions.
 Achieved retention goals by delivering superior service and build long-term relationship with Bank customers
by providing personalized service.
 Ensured that all client concerns and complaints are satisfactorily resolved within the given timelines.
Highlights
 Proactively completed onboarding of clients (for example Welcome calling).

3.  Effectively managed:
o Client calling with respect to updation of static data and KYC (Know Your Customer) thereby
enhancing the cluster scores.
o Both Wealth and Business Banking Clients by providing seamless service.
Customer Service Executive, Hyderabad From Aug’08 to Jan ‘11
Responsibilities executed:
 Delivered superior client experience in the lobby by rendering exemplary levels of customer service thereby
making banking simple and hassle free for the customer.
 Acquired new current and savings account and generated referrals from existing customers.
 Ensured high responsiveness to customer’s problems. Act in their best interest by providing timely and
qualitative resolution to their issues.
 Maintained high level of knowledge of processes and procedures for efficient and accurate handling of
customer transactions.
 Anticipated customer needs and offered tailored solutions thereby helping them to ay ahead through
financial planning.
 Ensured internal and external audit findings to be satisfactory.
Highlights
 Recognized for Customer Service Excellence in 2009 from National Head-Branch Banking and Head-Solutions
& Service delivery.
Deutsche Bank, Chennai (Private Banking Div.) Chennai
Relationship Manager From May’06 to Dec’07
Responsibilities executed:
 Generated a base of High Net worth Individuals (HNI) for the Private Banking Division & identify potential
future prospects (NTBs).
 Accountable for achieving monthly & annual sales targets, as agreed.
 Managed existing base of HNI’s (High Net worth Clients) and assist them with complete financial planning
and day to day banking related service requirements.
PREVIOUS EXPERIENCE
Organization Designation Tenure
Marriott Hotels, Chennai Sales Executive Aug’05-May‘06
The Oberoi Hotels & Park Hotels Operations Executive Jun’04-Aug‘05
CERTIFICATIONS & WORKSHOPS ATTENDED
 IIBF-Certification in Customer Services and Banking Codes and Standards Examination Conducted by Indian
Institute of Banking & Finance in 2012.
 NISM Series-V-A: Mutual Funds Distributors Certification
 Completed Intensive Workshop on “Banking Unplugged-Compliance Basics” in 2011.
ACADEMIC CREDENTIALS
 Bachelors in Hospitality Management from Institute of Hotel Management, Taratola, Kolkata in 2004.
 ISC from Sacred Heart Convent School, Jamshedpur in 2001.
 ICSE from Sacred Heart Convent School, Jamshedpur in 1999.

4. TECHNICAL COMPETENCIES
 Proficient in usage of Finacle (Ver 10.3), WMS (Wealth Management System), Complaint Tracking System, SLA
Tool, Outlook, DP Secure, LASCENT, MS Office Suit (Excel, Word & PowerPoint).
PERSONAL DETAILS
Date of Birth 3rd
May, 1983
Languages Known English, Hindi and Bengali
Address Flat no 104, Anugraha Classic, 7th
A Cross, Kaggadasapura Main Road, Bangalore,
Karnataka- 560093