1. MANJULA SUNDERRAJAN
A/12, Diamond Park, Dattamandir Rd, Vakola, Santacruz (E), Mumbai-400055
Contact: 07506445319 /09967833765 / 022 26681264 ; Email: manjula.sunderrajan@rediffmail.com
BANKING OPERATIONS MANAGEMENT PROFESSIONAL
Offering over 17 years of experience and seeking assignments in the domain of Banking Sector
PPRROOFFIILLEE
 Dynamic professional with 17+ years of rich exposure in managing the entire gamut of Retail Banking
Operations, including Account Management, Customer Relationship Building & overall Banking
functions; currently spearheading as a Privilege Banker with ICICI Bank Pvt Ltd., Mumbai
 Well versed with Banking Practices and Procedures; Demonstrated ability in managing the entire gamut of
Banking Operations covering clearing of cheques, Account Opening (SB/CA/FD/RD/Loan Account),
Operations, Cash Management, Credit & Loan Administration, Client Servicing etc
 Able to generate revenue from existing relationships; possess exposure across Cash Management Solution,
Trade Finances, Term Deposit & Current Account
 Proven networking and relations building skills with ability to generate continuous stream of business for
accelerated growth
 Hands on exposure in mapping customer’s needs and attuning product / service solutions and suggesting
various avenues of investment
Key achievements
 Awarded Best Miler award ( Mileage product) for sales target achieved in Standard Chartered Bank Mumbai
Region
 Recipient of Best Telemarketing Executive Award for achieving target in Auto loans.
 Qualified for Day out with RH contest for achieving Half Yearly CASA balance is 2009
 Qualified for Shahrukh Khan contest for outstanding performance in Life Insurance product across Pan India
 Qualified for Crickettaiment Contest Life Insurance product across Pan India
Core Competencies
Relationship Management  Sales Operations Business Development  Liaison/Coordination  Customer
Relationship Management  Portfolio Management  Workflow Management  Strong Interpersonal Skills
PPRROOFFEESSSSIIOONNAALL EEXXPPEERRIIEENNCCEE
ICICI BANK LTD SinceDec 2006
Privilege Banker (Since 2008)
Customer Service (2006-2008)
 Providing efficient service in meeting customers’ banking needs and proactive management of client issues;
supervise staff to ensure highest service standards of Privilege Banking rendered to customers.
 Inculcate a service excellence culture within the bank. Identify opportunities to improve productivity,
efficiency and quality & ensure Bank’s policies and procedures and control and compliance requirements are
complied with. Manage Branch operations and audit related Documents
 Contributing towards making branch grow as a profit centre through promoting sales of Jewel loan, Auto
Loans, CASA, Home Loans, Personal Loans.

2.  Established credibility in creating relationships with major Clients and Customers through Portfolio
management coupled with proven capability in managing customer centric banking operations while adhering
to KYC guidelines
 Ensuring customer satisfaction by achieving delivery and service quality norms. Conduct accounts monitoring
and timely Intimation to customer to improve His average balance
 Monitoring database of HNI customers; ensuring adherence to the service standards of the bank and ensuring
regulatory compliance; leading & monitoring performance of team members to ensure efficiency in operations.
 Instil sales culture & drive and motivate staff, partner with sales teams in achieving business targets/initiatives
for liabilities and assets.
 Keeping an eye on the cost structure of the business and striving to reduce costs of branch.
 Cross sell (Life Insurance and Mutual Fund) on CASA base in order to improve Revenue strength of Branch.
 Ensuring compliance with statutory/ regulatory requirements specified under different acts governing banking
regulations by RBI.
 Extensive exposure to working in Personal Banking-Savings Account, Current account, fixed deposits.
Customer Support & Service. NRI Accounts, Foreign Currency, Remittances (RFC/FCNR).
 Accountable for increasing customer acquisition and successfully build relationships with customers in a given
area. Also assist them in identifying their distinct financial needs and thereby creating an investment portfolio
plan.
HUTCHISON ESSAR LTD Aug 2004-Dec 2006
Customer Service Executive
 Interacted with the Circle & back offices for solving Zonal CARE issues on daily basis, handled Customer
complaints through CRM and solved in TAT.
 Calculated the Exposure of Postpaid customers on billed & unbilled outstanding, various types of unbilled
discounts and circulated them to ECSD Team by Circles wise for taking necessary action on it as per business
policy.
 Looked after all SRS related to Barring/Unbarring, Credit Limit, & Segment Change Request. Also have full
reactivation authority.
 Handled all Corporate & Nodal-officers Mails for any Barring/Unbarring & Billing Related issue and also
coordinated with all others Circles for any Supports/Services.
 Arranged for payments Pick-up & follow with the collection agencies.
 Conducted Daily audit against HSIA Plan (UMR) and Monthly against Repeat barring, PTP Request & Dunning.
 Responsible for customer service in the digital equipment division like answering customer queries, problem
solving and providing detailed information on new products
 Assisted to develop new policies and procedures, training for new customer service representatives and
associates.
 Identified and demonstrated a practical approach towards continuous improvement of the processes for better
delivery of service
FRANCHISEE OF STANDARD CHARTERED/ANZ GRINDLAYS BANK Aug 2000-Aug 2004
Team Manager/Customer Service Executive
 Handled a team of telesales and sales executives for the cash overdraft product MILEAGE
 Responsible for checking credit of Files, approvals, disbursement and generated reports and plans to achieve
sales target for the month.
 Conducted product training sessions for Mumbai region. Maintained workstation MIS collaterals pertaining to
Auto loans
 Resolved all concerned regarding collections, reconciliation of accounts related to auto loans. Analyzed and
solved discrepancies related to operations on a nationwide basis

3. DSA OF HDFC BANK Nov 1998-Aug2000
Telemarketing Executive for Auto Loans
PEGASUS FISCALS PVT LTD Jul 1998-Nov 1998
Telemarketing Executive for Auto Loans
EDUCATIONAL CREDENTIALS
B.Sc, Chemistry, 1998
D.G Ruparel College, Mumbai University, 62%
Class XII, 1995
R.D National College, Mumbai University, 59%
Class X, 1993
St Charles High School, Mumbai University, 72%
Trainings Attended
 Interpersonal Skills Development
 Managerial Skill
 Personal Effectiveness
Technical Skills
Icore, FCRM, Iview, Loans Finone, MS Office, Windows, Internet Applications
Date of birth: 22nd Sept, 1977
Languages Known : Hindi, English , Marathi & Tamil
Références: Available on Request.