Neer Sen has over 15 years of experience in banking, sales, back office operations and call center management. He currently heads phone banking service delivery for HDFC Bank in Pune, India, where he oversees customer service, sales, recruitment, training and compliance. Previously he held several supervisory roles at HDFC Bank across locations in India. He is seeking a senior managerial role in operations management in the IT or financial sector.

1. Neer Sen
E-mail: neer.sen@gmail.com
Mobile: +919372095705 / +919874116644
Summary
• Over 15 years of experience in Banking, Sales, Back Office Operations and Call Centre Management.
• Having successfully held supervisory positions across locations in India. Presently heading PhoneBanking
Service Delivery for HDFC Bank in Pune India where my Key Accountabilties are Customer Service, Cross
Sales, Recruitment, Quality & Training and Audit & Compliance.
• Adept in handling day to day administrative activities in coordination with internal / external departments.
• Excellent leader with exposure to conceptulizing measures to optimize productivity and enhance
profitability.
• Strong communicator with the ability to ensure execution of time bound deliverables.
Objective
Seeking senior managerial assignments in Operations Management with an organization of repute in IT /
Financial sector.
Detailed Work Experience
Feb 2002 – Present HDFC Bank Ltd.
Job role – Apr 2015 – Present – Asst Vice President & Service Delivery Manager, PhoneBanking
Services, Maharashtra & Goa. Team size: 180+
Responsible for ensuring delivery of competent PhoneBanking / Portfolio Management Services to Retail
Banking & Credit Card customers of HDFC bank across Maharashtra & Goa. Responsible for promotion of the
various Digital Banking initiatives of the bank.
Key Responsibility Areas –
1. Call Centre Operations & Management:
• Ensure delivery of competent and consistent Customer Service to Retail Banking, Loans & Credit
Card customers of HDFC Bank though a dedicated captive Call Centre at Pune.
• Responsible for managing a team of Supervisors, Sales Managers and Service Usage Managers,
ensuring they meet their Sales & Productivity targets.
• To drive the Floor Managers in meeting the SLA’s
• To regularly liaise with IT teams, External vendors & Telecom Service Providers and ensure that the
Call Centre is operational around the clock.
2. Income generation / Employee productivity:
• Cross Sell - Achieve assigned Cross Sell targets of Banking products - Accounts, Loans, Credit
Cards, General Insurance and other Third Party Products.

2. • Employee productivity – Ensuring every employee at the call centre meets the productivity
benchmark of 30 products sold / 100 calls.
• Ensure a Cost to Income ratio of 25% is maintained at the centre in line with the bank’s business
policy.
3. Service Standards / Audit compliance:
• To work in compliance with Internal Audit regulations.
• Carrying out weekly Audit reviews of internal processes and transactions done at PhoneBanking
• Ensuring active monitoring of systems to detect internal frauds and take quick actions to safeguard
customer information and the
4. Complaint Handling:
• Ensure all customer complaints received at the unit are processed and closed within the prescribed
TAT (Turn around Time). Ensure all voice and email customer escalations are handled as per
complaint handling guidelines of the bank and customers reverted to within the specified TAT.
5. Digital Banking :
• Creatre awareness amongst branch staff on Digital Products and Channels offered by the bank.
• Promote NetBanking, MobileBanking, TabBanking, Wallet services and Chillr (IMPS) services & IVR
Usage on all calls, as applicable – 100% promotion.
Other positions held in HDFC bank –
Nov 2008– Mar 2015 – Team Manager, PhoneBanking, West Bengal, Orissa & NE States Team size: 140+
June 2007– Nov 2008 - Unit Head, PhoneBanking, Karnataka. (South India) Team size: 130+
June 2005 – May 2007 - Unit Head, PhoneBanking, Punjab. Team size: 24
Feb 2002 - June 2005 - Assistant Manager PhoneBanking, Kolkata Team size: 7
Awards & Achievements –
• Best unit in General Insurance (Tier - II cities) - FY 2009 – 10
• Best unit in General Insurance (Tier - II cities) - FY 2010-11
• Outstanding performance award - Service Quality FY 2010-11
• Highest Life Insurance premium collected by unit in a single Financial Year 2010-11
• Highest Income target achievement by Classic on Phone (HNW) unit FY 2010-11 & FY 2009-10
• Top unit Pan India on Life Insurance business – FY 2011-2012 & 12-13
• Top unit Pan-India in overall Sales Productivity / 100 calls – FY 2012-13.
Early Career –
Aug 2001 – Feb 2002 Bayview Technologies PLC Kolkata.
Job Role - Loan Servicing Officer
Key Responsibility Areas -
• Processing/ Verification: Responsible for verification/ processing of Mortgage loans for Bayview
Financial Trading Group, a Florida based Mortgage Investment Firm.
• Call Centre Operation: Responsible for liaising with US tax authorities for tax queries on delinquent
loans / property tax dues etc.

3. Jan 2001 – July 2001 Ladder 2 Success Pvt Ltd Kolkata
Job Role – Website Coordinator:
• Coordinating activities for launch of the website ladder2success.com (and education portal).
• Responsible for general administration and management of all backend site related activities, e.g.
content management and site maintenance.
• Managing dealer network on an all India basis.
May 2000 – Dec 2000 Patriot Automation PLC Kolkata.
Job Role - Customer Service Representative:
Key Responsibility Areas -
• Customer support: Responsible for solving customer grievances related to Internet connectivity of its
flagship ISP Caltiger.com.
• In-charge for coordinating with field support for handling offline issues and problems of customers on
an all India basis.
• Sales: member of the advertisement sales team involved in promotion and sale of Online
Advertisement Space for Caltiger.com's free Internet Service.
Educational Qualification
1998 Jadavpur University, Kolkata, WB India Bachelor of Arts (History Honours)
1995 Lawrence School, Sanawar, HP India Passed Higher Secondary (CBSE Board)
1993 Lawrence School, Sanawar, HP India Passed Secondary (CBSE Board)
Professional Qualification
2008 PGDBA (Executive MBA Programme) National Institute of Business Management, Chennai.
Other interests
Photography
Personal Details
Date of Birth: 21st
August’1977
Permanaent Address: 16C Asutosh Mukherjee Road, Top Floor, Near Homeland Mall, Kolkata – 20
Present Address: B30, Konark Splendour Hsg Soc, Wadgaon Sheri, Pune - 14
Date Signature
15/06/2015 Neer Sen