SANJEEV SHARMA

Experience

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  RELIANCE INFOSTREAM PVT LTD

  Sept 2003 - Sept 2005

  Customer Care Executive

  Handling inbound customer queries related to CDMA technology and value added services provided by Reliance Infocomm.• Updating agents for new products and change in processes after coordinating with NNOC department.Trouble shooting errors while accessing internet services on desktop, laptops and Data card.

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  ICICI Bank

  Nov 2005 - Feb 2008

  Quality Analyst

  • Preparing Customer Satisfaction analysis which helped to analyze customer dissatisfaction and suggest suitable action plans to improve the satisfaction level of customers.• Worked on Projects like RCT (Respecting customer time) and Customer Delight.• Suggesting process or system changes will which facilitates quicker resolution of customer request/complaint and improved customer convenience.• Conducting regular dipstick and hurdles for officer's about the regular product and processes details.• Analyzing customer’s feedback for enhancing quality services. Show less

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  HDFC Bank

  Feb 2008 - Mar 2015

  Reporting to Head business development Retail Current account product.Supporting Clusters and Zones in assigned geography in acquisition of retail current account terms of new customers, Product Mix & values from different business channels like Branch, Sales and Direct as per the budget Plan.Identifying growth opportunities in terms of untapped segments/catchments and driving market based acquisition plan with the help of the business channels.To run acquisition campaigns/contests/promotional activities for the business channels)/sales units to identify concerns/devise action plan, sharing of best practices, offering product/process solutions.Coordinating with various units such as sales, marketing, analytic, IT, Product, CPU etc to drive various initiatives. Show less • Acquisition of NTB HNI client relationship with the portfolio size of 30 Crore.• To generate income by cross sell of various Asset/Liability/Trade/Investment & other products.• Focus on Trade Finance business from portfolio customers. Providing financial planning & Investment Advice.• Sales targets spread across Liabilities, Retail Assets, Business Banking, Forex, Credit Cards, Online trading etc.• One point contact for all requirements of High Net Worth customers of the Branch.• Responsible to advising clients with regards to financial matters such as loans, taxes, investments, and securities.• Responsible for helping clients with their financial questions and needs. Show less • Acquisition of NTB HNI client relationship with portfolio size of 6 Crore.• Managing operations like A/c Opening, Fixed deposit, Lockers, Reports checking, Cheque transfer.• Branch Operation, Audit, Compliance, Branch Administration, Lobby management.• Review Daily Accounts Opened, Salary processing, Daily reports generation & verification.• Managing, Monitoring and resolution of all complaints, investigations, and customer’s requests that originates in branch.• Ensuring customer satisfaction by providing superior service delivery & achieving service quality norms• Monitoring and reconciling all the GL and Payable accounts on daily basis and verifying all the entries. Show less

  • Business Development Manager

    Jul 2014 - Mar 2015

  • Relationship Manager

    Apr 2009 - Jun 2014

  • Personal Banker

    Feb 2008 - Mar 2009
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  Jana Small Finance Bank

  Dec 2015 - Sept 2016

  Branch Sales Manager

  • Responsibilities for sales: Generating leads for a microfinance business (various microfinance loans) introduce the loan product to customers. Group concept Collection Handling Product training to customer BVR (Batch verification report) what we provide to the Employee. Training Personal loan for staff Vehicle loan Medical insurance Accident Insurance Group life Insurance Support for higher studies• Responsibilities for collections: Responsible for cash collection from customers. Deposit collected cash in branch on the same day. Follow-up on leads. Filing of End of day (EOD) Reports.• Increase the outreach of the branch for the attainment of financial viability in a cost effective manner. Supervise the field staff working under Area Manager’s including their work in the field. To ensure that the targets allotted to each field staff and branch as a whole are achieved and also to ensure that net increase as per target is achieved positively.• Ensure Cash Collection is deposited into Company's bank account on daily basis. Adequate records maintained. Manage Team Resources to the best possible advantage for achieving Company's Business goals. Show less

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  Suryoday Small Finance Bank Ltd

  Sept 2016 - Sept 2019

  Branch Manager

  • Successfully Launched 4 branches. Participated in hiring at the first level of selection and staff allocation. • Coordinating with IT, Infrastructure team, Marketing team, Vendor and others regularly to have update on the work for the upcoming branches.• Coordinating with HR and Learning and Development team for Induction and Training.• Regular updates to top Management about the Infrastructure and hiring status. • Managing Operations and overall functioning of the branch.• Co coordinating with Business Correspondence team on daily basis in terms of saving account, Micro loans and other regular banking transactions for the existing microfinance customer’s.• Responsible for meeting the branch targets and adherence to all guidelines and regulatory requirements.• Ensuring that the customers get world class services and their needs are understood and met through the financial product offerings of the bank.• Supervising key Areas including Marketing, Business Channel Development, Team Development and Revenue Generation.• Responsible for dealing with External and Internal Auditors and inspections and compliance Show less

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  Axis Bank

  Feb 2020 - May 2022

  Customer Experience Manager

  • Identify areas where operation teams are not meeting defined goals and formulate improvement plans, update/implement SLAs where applicable• Meet defined project goals and formulate improvement plans; update/implement SOP’s where applicable• Define and document business process and methodology.• Oversee and lead the implementation of process improvements to ensure project targets are met through digitization/process improvement or process transition• Collaborate across the departments to improve processes driving efficiency, quality and on time delivery• Develop and report on metrics for business processes, identifying and correcting processes. Show less

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  Aditya Birla Capital

  May 2022 - now

  Quality Assurance Team Lead

  · Process Excellence & Continuous Improvement:Promoting & Driving continuous improvement by leading Kaizen & green belt projects and activities for cross functional teams.Tracking outcomes of the continuous improvement activities on an ongoing basis (Currently Driving R-20 Projects & 4 RPA’s)· Quality Assurance:Responsible & Managing to perform Quality check on all loan processing for Digital, Secured & Unsecured line of business-like Foreclosure, Refund, Waiver, Repayment including customer KYC documents, Cibil, Income documents, E-mails, PDC cheques, Nach & E-Nach, Loan Agreement, Existing loan documents, Sanction terms & Condition’s and Insurance Calculator/documents for ensuring minimal operational lapses and suggesting process improvements.Responsible for having Quality check on Digital loan disbursements wherein cases are processed manually in case of STP failures.· MIS/Reporting and Reconciliation Activity:Sharing MIS and reports on audits, new process development, process enhancement, and continuous improvement initiatives with Section head & Responsible Spoc.Managing cross verification of physical collaterals provided by customers against system entries made by the Operations team. Show less