Dushyant Singh is seeking a manager position utilizing over 11 years of experience in digital and internet banking, including managing retail internet and mobile banking. He has expertise in project management, customer service, product development and implementation, and analyzing customer complaints to improve customer experience. Previously he worked at Axis Bank as a manager leading internet and mobile banking teams, and at ICICI Bank for over 10 years in various roles in business development, customer service management, and credit cards.

1. DUSHYANT SINGH
B/01, Shaw Blossom, S.T. Stand, Nallasopara West, Thane : 401203
Email Id: ds_kool@yahoo.com M: +918828233155
OBJECTIVE
 To work with an esteemed organization serving with my full potential where I have ample
opportunity to use my skill in a challenging environment and to grow along with the
organization with my best efforts and abilities.
Specialties: Internet Banking/Mobile Banking/NRI Accounts/ Remittance/ Credit
Cards/Customer Service.
PROFILE SUMMARY
 11+ Years of extensive experience in Internet Banking, Mobile Banking,
 Remittance and across other Digital/Alternate Channels product
 Expert in Project Management & Customer Service
 Deft in delivering Projects & Alternate Delivery Channel products
 Channel Migration & Channel Profitability
 Excellent Analytical and interpersonal skills
 Well versed with Direct Banking products like Remittance & NRI Accounts.
PROFESSIONAL EXPERIENCE
Axis Bank (Digital Banking Group)
Designation: Manager
Tenure: June 1, 2015 to Present.
ICICI BANK (International Banking Group)
Designation: Assistant Manager (Band 1)
Tenure: December 27, 2004 to May 27, 2015.
Pacific InfoTech Pvt. Ltd.
Designation: Administration Officer
Tenure: October 01, 2002 to October 30, 2004
JOB PROFILE
Axis Bank: Department: Digital Banking Group (Manager).
 Managing Retail Internet Banking & Mobile Baking.
 Launch of New Internet Banking platform.
 Responsible for development, implementation, enhancement and support for Internet banking &
Mobile Banking.
 Improving existing processes and introduce new products in Digital Channel
 Designing user journey for the product
 Extensive UAT of new products before deployment
 Effective utilization of all available channels (ATMs/SMS/Website/Mobile/) to create awareness
on the products & increase usage & enhance activation rates.
 Imparting training to customer service associates on introduction of new products.
 Oversee the daily operations of all Internet banking & Mobile Banking functions & takes
ownership and ensures timely response and resolution of customer issues.
 Analyzing customer complaints to improve and achieve customer delight
 Publishing Monthly dashboard on Channel performance

2. ICICI BANK :Department: Business Development Unit (AM-Band1) April 01, 2009 to
May 27, 2015.
 Working on various projects towards process efficiency.
 Enhancing existing relationship value through Cross Sale.
 Acquisition of new Customer base through Phone Banking.
 Forecasting & Scheduling
 Demand Management
 Preparing, Modifying & Reviewing Process & Certifying business process thereby increasing
process efficiency.
 Identifying risk in existing process and working towards risk mitigation
 Collaborating with Business, Operation & Various other units
 Training of the new process to Customer Care Officers
TEAM LEADER: APRIL 1, 2008 TILL MARCH 31, 2009 DEPARTMENT:IBG
 Team Handling –Escalation e-mails and priority E-mails teams, Span of Control – 18 Officer’s.
 Interacting with Customer and Various other Internal Departments.
 Maintain Daily MIS
 Manage all team related issues like HR, Technology, Administration Leaves, Quality, Auditing,
Briefing and Huddles, Feedback
 Monitor, Maintain and Share various matrices of the skill such as: RTQM, service level, Roster,
Deviations, Adherence, Error, Quality and Floor training requirements to ensure that
performance standards are achieved smoothly.
 Weekly meets with Team Members, Business manager and Business head for the product and
process improvement.
 Balancing the bridge between Quality, Training and Operations to ensure 100% Quality and
Focus Level.
 Nominated for various project.
CUSTOMER SERVICE MANAGER: APRIL 1, 2006 TILL MARCH 31, 2008 DEPARTMENT:
IBG
 Handling priority cases referred by business Head or Business Managers.
 Working towards alternate solutions to the business to prevent such repetitions.
 Coordinating between department and operations for customer complaint resolution.
OFFICER : December 27, 2004 till March 31, 2006
Department: Credit Cards
 Joined in Phone Banking Group wherein assisted ICICI Bank credit card customers and solve
their complaints, requests and queries through e-mails.
 Interacting with operations to ensure quick resolution.
 Identify process loop holes & suggest faster means to provide Service to customers. For e.g.
Analyzed existing system & revised Verification parameters, revised tats for faster & effective
service to Customers.
Pacific InfoTech Pvt. Ltd October 01 2002 till October 30th, 2004.
 Working Knowledge of various Back Office Operational processes such as receiving cheques
from clients and entering payment data in system.
 Maintaining complete records of sales documents and correspondence of the organization
 Maintaining records of stock of computer components (Hard disk and CPU)
 Co-coordinating with clients for documentation.

3. AREA OF PROFESSIONAL STRENGTH
 Positive Attitude and ability to perform under high pressure and able to meet tight
deadlines.
 A practical and systematic approach.
 Ability to motivate and inspire confidence in team.
 Good analytical and problem solving skills.
 Crisis and Time Management.
EDUCATIONAL QUALIFICATION
Year Institution Degree Percentage
2010 ICFAI PGDBM 58 %
2001-2002 Siddharth College T.Y.BMS 61%
1998-1999 Kendriya Vidyalaya No. 2 H.S.C (12th
) 57%
1996-1997 Kendriya Vidyalaya No. 2 S.S.C (10th
) 50%
COMPUTER KNOWLEDGE
Operating system: MS window.
Application: Word, Excel, Power Point.
Projects:-
 Project done on study of welfare measures and their and impact on Employees satisfaction
with special reference to JINDAL IRON & STEEL COMPANY LTD.-(VASIND).
 Project done on causes of absenteeism with special reference CABLE CORPORATION OF
INDIA FACTORY - (BORIVALI)
PERSONAL DETAILS
Date of Birth : February 21,1982.
Nationality : Indian.
Marital status : Married.
Language Known : English and Hindi.
Hobbies/Interest : Swimming & Traveling.
References:
• Available on demand.
DECLARATION
• THE ABOVE GIVEN INFORMATION IS PERFECT AND ITS TRUE TO THE BEST OF MY KNOWLEDGE.
Singh Dushyant