Pankaj Dhingra

Experience

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  Citibank India

  Feb 2003 - Nov 2006

  Assistant Manager

  Worked as an “Assistant Manager” in Credit Card Processing and Fraud Controlling Department.• Managing a team of 20-25 executives. Leading, mentoring and monitoring their performance to ensure efficiency in process operations.• Framing work directions and plans for associates after assessment of their capabilities; getting prepared and presented various weekly, monthly MIS reports pertaining to process/productivity.• Performing Manpower Planning, Recruitment & selection, induction, performance appraisal, training etc.• Setting out quality standards for various operational areas. Ensuring a high quality while adhering to SLA’s and work processes.• Conceptualizing & developing need based trainings for developing multi skilled work force within sub-processes. Show less

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  EXL

  Mar 2007 - Jan 2013

  Quality Assurance Analyst

  Worked as a “Quality Assurer” in Insurance & Accounting Department.• Mapping business requirements, coordinating in developing and implementing processes in line with pre-set guidelines. Also stabilized pilot processes• Review of Account Reconciliations and ensuring that it presents true and fair view.• Mapping the overall functioning of processes, identifying improvement areas and implementing measures to maximize customer satisfaction levels.• Setting policy premiums with Underwriters.• Setting up targets, SOP (Standard Operating Procedures) & SLA (Service Level Agreement), setting and maintaining CTQ (Critical to Quality)/CTP (Critical to Process) targets. • Finance and Accounting.• Solving queries regarding policies and recover full amount from brokers.• Soft Collections for UK based Insurance Giant Aviva Plc (Norwich Union) from Brokers and recoveries for RBS (Royal Bank of Scotland) from Third Party Insurers.• Leading, mentoring and monitoring new hires and ensure their performance efficiency in process operations.• Preparing reports for mapping collective & individual performances to determining the incentives to be given. Show less

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  ICICI Bank

  Mar 2013 - now

  Deputy Manager

  Working as an “Deputy Manager” in Account Opening and Clearing Department.• Manage account opening and CTS Cheques Clearing.• Follow the process/procedure of the bank & ensure compliance to rules and regulations.• Manages branch operations and day to day activities like handling fault operation.• Technical scrutiny of cheques on daily basis to catch the frauds.• Supervising overall operational performance of the branch, generating business as per management requirements and achieving set targets.• Analyzing the business potential and implementing plans to drive channels for attaining business targets, and achieving desired targets.• Know-how of the banking products and services offered.• Develop strategies to satisfy the expectations and demands of customers and working to achieve targets. Responsibilities and work activities may vary between retail and corporate and commercial banking. • Manage account opening and close, incorporate correspondence changes.• Leverage the core-banking-solutions (CBS) through Speed-Clearing.• Customer focus, maintaining highest degree of satisfaction by delivering the needs much more than it was anticipated at all times.• Providing training to new employees.• Responsible for directing the use of latest technology and procedures hence increasing the client services at higher rates. • Dealing with escalated customer queries and complaints. Show less