1. Sunil Kumar
E Mail sunilkumar_7282@yahoo.com
Telephone + 9650960189 (M), +91-9560967078
Address A -170 Sadhana Enclave, khora colony, Ghaziabad
Seeking assignments in Banking Operations/ Customer Relationship management/ Trade
Desk/ Cross selling of other Banking Products, Insurance Products/ Other financial products &
Retail Banking.
· CAREER ABSTRACT
· Having 6.4 years of experience in banking operations & process improvement.
· Adept at motivating and leading teams and managing process.
· Proven skills in taking and implementing process improvement initiative for improved
processes and satisfied clientele.
· Customer service Manager, cash handling, Front office & Customer Queries, Channel
migration, back office Operations, trade desk officer.
· RTGS, NEFT etc.
· Cross selling of Banking, insurance & other financial products.
· Possess excellent interpersonal, communication, customer relationship and organizational
skills
Professional Work Experience:
Company –ICICI Bank Ltd
Currently working with ICICI Bank Ltd Nov 07 - till date
Assistant Manager
· Ensuring Resolution of customer service requests accurately & within TAT (turn around
time), under specified quality standards.
· Channel migration from branch walk-in order cost efficient alternatives of ATMs, NET
Banking, phone Banking & mobile banking etc.
· Servicing & enhancing relationship value with existing clientele.
· New customer Acquisition For retail deposit products.
· Closing Investment deals on the counter.
· Successful Account Retention Record through excellent customer service.
· Achieved life insurance worth 0kh Lac & total FD of 30 Lac in cross selling.
· Certified for winning life insurance contest in July.
· Assignments are received in objective oriented terms. Receives guidance based on
organizational goals & company policy. Work is reviewed in terms of meeting the
organization’s objectives & schedules.
· Handling all banking operations includes Cash management, Forex, FCRM, RTGS, Channel
Migration

2. · Responsible for sustaining 100 % quality score by focusing on various parameters like
customer wait time, pulse score, Critical request, service request, learning perspective,
Greening of employees.
· Building and maintaining business relationship with HNI’s .
· Generating Daily, weekly, fortnightly and monthly reports
· Achieving cross selling targets
· Working as a back-up Branch Operation Manager.
· Handling multiple types of trade transactions related to inward remittances, outward
remittances, and bills for collection and bank guarantees.
· Managing Customer relationship with Elite trading group consisting of high net worth
clients in CASA segment pertaining to branch
· Acquisition of new trade clients through references from existing trade clients for further
enhancement to fee income.
· Handling retail remittances made to foreign countries.
· Time to Time follow up with the clients for submission of various documentary proofs
such as Bill of Entry and export bills.
· Follow up with the Trade clients in case of any queries raised by internal teams and
Foreign Banks
· Handling and reverting to swift queries that are raised to Model Town Branch.
· Ensuring timely processing of trade transactions with due diligence.
· Ensuring enhancement of existing relationship of trade clients and thereby generating
cross selling leads for both assets as well as Liability products.
Professional Work Experience:
Company – ICICI Home Finance Company Ltd December 2005 – November 2007
Worked as Customer Relationship Officer
· Quality check, Query Handling, On-floor training and Reporting
· Changing the customer address as per request.
· Foreclosure process for both home loan & consumer loan.
· Catering all other needs of HNI’s viz. Home Loan, Personal Loan, and Car Loan etc.
· Generating the NOC for consumer loans.
· Working on banking software FINNONE, FCRM & BRS.
· Giving the training for the new joiners.
· Handling all the SCB loans account foreclosure at all India level.
· Leading a team of 8 people and maintaining the MIS & reports.
· Vendor Management and Home loan settlements, reporting etc.
· Processing of Home Loans.
· Processing of Check Request for one time Customer.
· Liaison with Customer & Home Buyers to resolve open issues relating to Home Loan
· Supervise and work the Corporate Mailbox providing resolution for all HOME loan related
queries via the Home Loan Generic Mailbox, providing loans, check related queries etc.

3. Process Improvement
· Bringing about improvements in processes by identifying gaps and taking steps to
rectify the same.
· Planning and implementing systems /changes for enhancing the customer
satisfaction levels of the clients.
· Initiating process improvements by collecting and collating data and implementing it
in the real time environment.
Customer Support Functions –
· Ensuring Resolution of customer service requests accurately and within TAT (Turn-around
Time), under specified quality standards.
· Channel migration from branch walk-in to other cost efficient alternatives of ATMs,
Net Banking, Phone Banking, Mobile Banking, and E-instructions etc.
Retail Business development –
· Servicing and enhancing relationship value with existing clientele.
· New Customer Acquisition for Retail Deposit products.
· Closing Investment deals on the counter.
Team Management
· Allocating the work to the team and ensuring timely completion.
· Preparing and generating reports for tracking performance/profitability and
submitting the same to the top management on a fortnightly/monthly basis for
review..
Process Management
· Conducting internal process audits & process reviews for ensuring strict adherence
to the process parameters/systems as per defined guidelines
Operations Management
· Monitoring overall functioning of processes ensuring compliance to the agreed SLA
levels.
· Monitoring the team of the agents and providing them with continuous feedback for
improvements
· MIS reports and presenting the same to the top management for fine tuning
processes.
Rewards & Recognition
· Received Pat on the back for performance, regularity, punctuality and consistency.
· Received several appreciations from Clients
· Successfully completed trainings on:
· Communication Skills for Successful Management
· Managing Process Improvements

4. ACADEMIA
· MBA (Finance) (2009) IASE University
· MSc (2004) CCS University
· BSc (2002) CCS University
SOFTWARE EXPOSURE
Word Processor : MS-Office 97/2000/2007/XP
Internet Related : INTERNET FUNDAMENTALS
Banking Software : FINNONE, FCRM & BRS
PERSONAL DETAILS
Date of Birth : 07th Feb 1982
Father's Name : Mr. Jaipal Singh
Permanent Address : A – 170, Sadhana Enclave, khora colony, Ghaziabad