1. SWARNIMA SINGH
Room no 205,Kesar
Bai Bhimani Working women
Hostel
JVPD
scheme,JUHU,Mumbai-400049
Mob:+91 8879980105; Email:
swarnima_ec53@yahoo.com
Seeking a Middle Management position for Operations in Banking and Finance Sectors at
MUMBAI
(A rich experience of 5 years in retail branch banking & process reengineering in Banking, Finance and
Operations)
Career Snapshot
• Retail Branch Banking Professional with proven expertise in driving operational excellence,
productivity improvement and enhancing work efficiency.
• Successful integration of managerial, leadership and technical expertise in pursuit of
organizational goals.
• Recognized for capitalizing on existing product portfolio and generating ideas for new product
launches.
• Possess excellent interpersonal, communication and organisational skills with proven abilities
in training & development, customer relationship management and planning.
• Active member in inculcating process improvement at branch level, resulting in higher
customer service index.
Areas of strength
• Retail Banking Operations
• Compliance Management
• Training and Mentoring
• Customer Relationship
• Transactions,Audit,Compliance
• Quality Control & Assurance
• Team Leadership
• MIS Reporting
Conversant with: Finacle,FCRM Banking Software,Ms-office,ICRM.
Work Experience
I. Process Manager – Retail Banking
(August 2014 to Till date) Deputy Manager(Band II)
ICICI BANK LTD, BKC Towers,Mumbai
• Process review, process improvement, process standardization and documentation for
various processes.
• Re-engineer existing process, meeting with stakeholders, brainstorming sessions, detailed
process Walk through to identify gaps, validation with data, propose solutions, test
feasibility of solutions and implementation.

2. • Carryout existing process study, identify automation requirements and design new process.
• Training BM/DBMs (end users) for process clarification & preparing training modules & process
mailers for branches.
• Preparing MIS reports for senior management by undertaking meaningful data analysis
enabling them in informed decision making.
II. Assistant Manager – Retail Branch
(April 2013 to July 2014) Assistant Manager(Band II)
ICICI BANK LTD,Andheri,S.V.Road Branch,Mumbai
I. Cash & Customer Service Manager :
• Verification of financial transactions with adherence to AML, Clean Note policy
guidelines with due diligence & accuracy.
• Leading a team of 8 Officers/ Assistant Managers involved in carrying out transactions
in the branch. The team members are to be well attuned to deliver consistently high
quality of customer service as well as sales output.
• Managing Cash Retention Limit of branch & reporting to corporate office.
• Co-ordinating with ICMC for cash remittances to meet out customer requirements
which led to customer satisfaction.
• Rectifying and resolving audit comments and submitting the report for compliance of
the same.
• Verification of High Value financial transactions with adherence to AML by checking
the correctness and genuineness of transaction with due diligence & accuracy.
• Monitoring and analysing the indices for customer satisfaction, wait time and complaint
management.
• Proactive implementation of five-s in branch.
• Worked as a backup custodian for locker operations.
Achievements:
 Remarkable improvement in Customer Service and Satisfaction score for the branch.
Customer Service Manager:Retail Branch
(August 2009 to April 2013) Assistant Manager (Band I)
ICICI Bank Ltd,Satna(M.P.)
• Started as an Probationary Officer trainee in ICICI Bank Satna Branch.

3. • Started learning from stand alone clearing operations later became verifier for the same.
• Handled the query counter at the Branch and customer issues resolution within the TAT.
• Generating sales referrals by identifying customer needs.
• Assisting BOM/BM in monthly/quarterly reporting, branch profitability & at senior
management visit.
• Activated branch for Sale & processing of various Forex & Trade products(LC issuance&
BG advicing).
• Processing of expense bills, reversal of office accounts.
• Maintaining safety parameters, housekeeping, store management, look & feel of branch etc.
• Reduced customer wait time by 40 % while operating additional cash counter.
• Indentified as a champ for complaint resolution and was able to maintain the branch good
performance by resoling the customer queries within TAT.
.
• Adherence to Customer service/KYC/CFT guidelines.
• Reduced TAT of Over The Counter requests by 50 %
Achievements:
• Played a key role as Privilege banking and won Privilege Master Blaster award
facilitated by RBH(Retail Banking Head).
• Won different contests run by Icici bank at Regional ,Zonal and Pan India level.
Professional Certifications:
• NCDO
• IRDA
• AMFI
Educational Qualifications:
• Pursuing PGDHRM (Post Graduate Diploma in Human resource management)from Symbiosis
center for distance learning,Pune.

4. • Nov ’08 – Aug ’09 - PG Diploma - Banking & Finance, ICICI Manipal Academy, Bangalore
with aggregate:71.6.
• July ’03 – July ’07- B.E.(honors)(Electronics & Communication) with aggregate 79% from
RGPV,Bhopal,(M.P.)
• Higher Secondary (12th)- Sindhu H. S.School,Satna ( M.P. ) with aggregate :86%.
Personal Details
Date of Birth: 14April 1985
Marital Status: Single
Language Proficiency: English, Hindi.
Current CTC:- 6.47 lacs per annum.
I hereby declare that the information given above is true to the best of my knowledge & belief.
Date: Swarnima Singh