1. P A T H I K P A N C H M A T I A
Address: 243/244, Rasik Kunj, Ground Floor, Mathuradas Road, Kandivali (W), Mumbai - 400067
Mobile: +91-9820881899 | Landline: +91-22-28083502 | Mail: pathikp@gmail.com
Relationship Management / Project Manager / Trade Service Professional / Client Service Representative /
Customer Service Branch Banking / Corporate Salary Accounts / International Business Development
V A L U E P R O P O S I T I O N
‘Exploring Leadership opportunities across Business Development, Trade Client Servicing, Product Management and Business
Analysis functions across the International Market’
E X E C U T I V E S Y N O P S I S
Career Summary:
 Working with Tata Consultancy Services Ltd. (Mumbai) since more than 5 years, currently working as a Lead Manager in
TCS-Citi Relatioship Team, NA Banking & Cards group
 Accomplished, Sincere, Diligent and Goal-oriented Professional, offering over 15 years’ varied exposure across Relationship
Management, Project Management, Global Transaction Banking, Trade Servicing, Trade Finance & Operations, Business
Analysis,International BusinessDevelopment and BankingSales domains
 Deft in application of process knowledge across the international trade spectrum, with experience and knowledge derived
from the qualifications: MBA - International Business, Diplomat in Business Management and also Post Graduate Diplomat
in Foreign Trade, to add valueto the position applied
Core Competencies:
 Relationship Management
 Transaction Ownership
 Trade Services
 ClientServicing& Education
 Team Management
 Best PracticeOrientation
 Trade Finance& Operations
 Business Development
 Management Information Systems
P R O F E S S I O N A L E X P E R I E N C E
LEAD MANAGER, TCS-Citi Relationship Team for NA Banking & Cards, Tata Consultancy Services Ltd, Mumbai
Duration: Nov 2015 to Present
Key Deliverables:
 Ownership of Deal/Opportunity and tracking the same till closure
 Ownership of Projected Revenue figures for all the processes acrossNA Banking& Cards
 Management of any Client Requests (CRs) and Statement of Work (SoW), which includes tracking of the same end-to-end
upto closure
 Contract Management with TCS legal
 Updating the status of the CRs, SoWs and any other requested data to the Vendor Management team of Citi every week
 Arranging and managing complete agenda for clientvisits
 Coordinating across delivery locations in India for collection of required data for any process under NA Banking & Cards like
Projected Reveneue figures, CR data,Headcount, Ramp-ups, Ramp-downs, Attrition data,etc
 Preparing decks for Client Meetings, Organization Charts, Relationship Updates, etc and closure of any other adhoc requests
on a timely basis
PROJECT MANAGER, Citibank, N.A., Tata Consultancy Ltd, Mumbai
Duration: Jan 2015 to Oct 2015
Key Deliverables:
 Worked as a Project Manager for reduction of RBI XOS figures for Mphasis Ltd & a few other big corporates of Bangalore
likeDell,HCL and Schneider Electric
Major Accomplishments:
 Achieved a 92% reduction in the XOS reporting for Mphasis Ltd: Customer had a XOS reporting of more than INR 2700
crore as on 31st Dec 2014, which was brought down to a much healthier figure of INR 234 crore as on 30th June 2015, under
my leadership
 Received appreciation for the above achievment not only from the customer but also from the Citi Sales team, Citi RM team
and ofcourse from the Citi Management team

2. TRADE SERVICE PROFESSIONAL, Citibank, N.A., Tata Consultancy Services Ltd, Mumbai
Duration: May 2011 to Dec 2014
Key Deliverables:
 Transaction ownership for the overall export trade services for Citibank’s clients
 Negotiating with Bank stakeholders and with the clients as required,to assistpromptresolution & closureof the transaction
 Training customers on a daily basis pertainingto the process of trade & on giving discrepancy-freetrade documents
 Paying customer visits along with RM and/or Sales Staff for health check-ups and resolution of trade-relevant issues
 Handling the on-boarding of new clients via introductory calls and delivery of welcome mails within 3 days of trade base
opening, while updatingthe same on a weekly basis
Major Accomplishments:
 Managed export transactions (Oct ‘12 to Dec ‘14) from the west cluster of Citibank covering all branches of Mumbai, Pune,
Nasik and Aurangabad
 Bagged the “On the Spot Award” in Sept ‘13 owing to the highest number of Customer Education done, a project for
attainingdiscrepancy-freedocuments from customers
 Managed export transactions (May ‘11 to Sept ‘12) from the Central Cluster of Citibank covering 7 branches across
Ahmedabad, Baroda,Surat, Jaipur,Indore, Bhopal,and Vapi
 Oversawresolution of various TradeTransactionswithin theagreed TAT of Citibank
CLIENT SERVICE REPRESENTATIVE, India – Global Transaction Services, The Royal Bank of Scotland N.V., Mumbai
Duration: Dec 2008 to Mar 2011
Key Deliverables:
 Managed Trade Service Desk for Banks’ Pan India corporate clients, comprising of management of trade queries from small
and mid valueclients,largecorporateclients,and financial institutions
 Coordinated the trade transaction queries for a bunch of identified largecorporate clients
 Monitored the activities of Bank stakeholders to ensure quick resolution of various tradequeries & grievances
 Piloted a team of clientserviceofficers acrosstheService Quality Centre (SQC) for enabling quality clientservicing
 Identified the cross-sellingopportunities and generated sales leads to enhance revenue from existing clients
Major Accomplishments:
 Obtained client delight via periodic Telephonic Health Check-ups, with at least 1 Service Review Meeting each quarter at
identified major corporate clients likeBPCL, HPCL, Hutch (now Vodafone), BalkrishnaTyres, Diebold etc
 Rationalized the internal processes,whileproviding process improvementinputs, to enhance clientsatisfaction levels
 Bagged the Certificate of Achievement, owing to the highest customer service score amongst countries in Asia Pacific,
consecutively during 2008 and 2009 (Large Corporate Cash Management Survey conducted by Greenwich Associates)
 Honoured with the Service Excellence Team Award for 2009, for major contributions in positioning team as the Best Team
across Asia to assistclientservicingduringthesurvey conducted by the Bank
Projects Managed:
 Chennai Clients Takeover: Interacted with identified Chennai clients to ensure effective utilization of Client Services Channel
instead of the Operations Team
 Delivering Client Loyalty (Global Project): Focused on combining overall Regional Client Service Teams including Americas
and EMEA & APAC, thereby assistingInternational Sales Leads and Global SystemAccesses by all teams
ASST. MANAGER (Customer Service Branch Banking, Corp. Off.), ICICI Bank Ltd., Mumbai
Duration: Jul 2007 to Aug 2008
Key Deliverables:
 Acted as a Key Member for the Central Monitoring Team, thereby ensuring on-time servicing of overall Retail Customer
Complaints and ServiceRequests
 Contributed as a Sole Coordinator for the Finacle Customer Relationship Management (FCRM) software, on behalf of the
entire Sales Team on a PAN India basis (comprising of 5 segments)
 Developed and published MIS Reports displaying theOutstanding Requests’ Trend, across Regions and Zones
Major Accomplishments:
 Mentored sales teams on quality closingof Customer Complaints & Service Requests to enhance clientsatisfaction level
 Verified the nature of Customer Complaints to facilitaterequisiteCorrectiveMeasures for curtailmentof the same
 Played a major role in establishing new Systems, Processes, and Procedures in the CSBB Team, pertaining to the Customer
Satisfaction issues within the sales team
 Curtailing the Customer Complaints level to 0.09% of the total number of accounts opened in the month of Feb 2008,
initially held at1.80% duringJul 2007
 Ramped up the Quality Scoreto 92% during Feb 2008,initially lyingat56% in Jul 2007

3. Projects Managed:
 Managed the direct assignment of Customer Complaints to the Employee Id of the Sales Staff, for minimizing the reliability
on the Sales Assignment Matrix
 Designed the Account Opening Form (AOF) for enquiry in the “E-Search” system
RELATIONSHIP MANAGER (Corporate Salary Accounts), ICICI Bank Ltd., Mumbai
Duration: Jan 2007 to Jun 2007
Key Deliverables:
 Managed 4 branches for selling Corporate Salary Accounts of ICICI Bank at Andheri (SV Road), JP Road, Lokhandwala, and
Versova, whilemanagingthe trainingof the 7 Sales Executives and 14 Market Representatives handlingthe same
 Coordinated the cross-selling Banking Products like Demat Accounts, Fixed Deposits, Recurring Deposits, Corporate Credit
Cards,Gold, Personal Loans,etc
 Monitored customer servicemanagement issues,with prompt resolution of queries to optimize clientsatisfaction levels
Major Accomplishments:
 Organized Glad-To-Meet-You Camps at major corporate offices for CNBC, TV18, Hutch, Nerolac Paints, Infomedia, Mid-Day,
VIP Ltd., etc., with focus on provision of doorstep services and attainment of cross-sellingtargets
MANAGER – FOREIGN TRADE, Parksons Games & Sports, Mumbai (The largest manufacturers’ of playing cards in India)
Duration: June 2001 to Dec 2006
Key Deliverables:
 Monitored international marketing and business development activities, which included enquiry management, customer
relations and collection management of customized playingcards and other printed materials
 Handled quality check procedures for all exportconsignments,coupled with exports related bankingactivities
 Managed logisticsand transportation of all consignments,alongwith accuratedocumentation and filing
Major Accomplishments:
 Initiated functions to streamlineforeign trade operations and played major role in increasingthe exports turnover by 150%
 Developed business contacts with buyers based in Canada, USA, Mexico, Brazil, Spain, UK, Denmark, Switzerland, Austria,
Maldives,Cyprus,Japan and Australia
 Participated in Spielwarenmesse International Toys Fair, Nuemburg, Germany in 2006 and Hong Kong Toys & Games Fair in
2003
P R E V I O U S A S S I G N M E N T S
 Anand International (Govt. Recognized Export House), Mumbai (Manufacturers of WritingInstruments),
Export Officer: June 2000 – May 2001
 Chirag International (Govt. Recognised Export Trading House), Mumbai
Export Executive: June 1999 – May 2000
A C A D E M I C S
 Master in Business Administration (International Business) | ICFAI University | 2006 | Secured 60.75 %
 Diploma in Business Management | ICFAI University | 2004 | Secured 67.67 %
 Post Graduate Diploma in Foreign Trade | World Trade Centre, Mumbai | 1999 | Secured 67.20 %
 Bachelor of Commerce | H.R. College of Commerce & Economics, Mumbai | 1997
C E R T I F I C A T I O N S
 Secured a Certificateof Completion for ‘Assessment on International Trade Compliance’ | Score 82.5% | Oct 2014
 Secured a distinction in ‘Intermediate Trade Finance – Level2 Certification’ | Academy of Trade Finance, TCS | 2013
 Secured a distinction in ‘Basics of Trade Finance – Level1 Certification’ | Academy of Trade Finance,TCS | 2011
 Diploma in Computer Operations | Infotech Computer Education | 1999 | Secured 88.00%
 Diplomat in Effective Public Speaking | Indo American Society | 1994
P E R S O N A L D E T A I L S
 Date of Birth: 21stOctober, 1976
 Languages Known: English,Hindi, Gujarati and Marathi
 Marital Status: Married
 Interests: Exercising,Swimming, Music,Reading, Travellingand Socializing
 Passport #: A5273053