Shabnam Merchant

Experience

• 

  ANZ

  Dec 1996 - Mar 1997

  Project Assistant

  Project Assistant, Retail Banking at Breach Candy Branch in Mumbai

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  Standard Chartered

  Dec 1997 - May 1998

  Project Assistant

  Project Assistant with Investment Institutions Group at M.G.Road, Mumbai

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  ICICI Bank

  Sept 1998 - now

  Key Responsibilities:-• Drive the Online Trading Accounts business through Channel sales and Digital Channels• Track market share and Competition analysis to keep abreast of the latest in the industry• Analyse business requirements and collaborating with ICICI Group companies • Work closely with technology, digital and cross-functional teams in developing digital journeys • Design customer journeys, execute UATs and go live of projects.• Analyze usage and customer behavioral data through Business Intelligence Unit • Campaign Management – Ideate, create and drive Digital campaigns to increase customer stickiness.Key Accomplishments: -• Designed the customer journeys and launch of WhatsApp Banking for Salaried customers to cross sell and increase customer engagements• Deployment of Golden Years Program which is a product agnostic and customer centric digital platform for retirement planning • Launched end-to-end paperless Digital account opening journey on Internet Banking and iMobile • Invest in Stocks and Apply for IPOs services launched on iMobile Pay• Developed and launch of 3in1 Account on ICICI Bank Tablet with new Savings Bank Account • Set up processes for sourcing of Investment Products through e-Relationship Management and Phone Banking channel • Launched SIP MF on Mobile & MF Online on Retail Internet Banking • Led the Direct to Customer communications and Digital marketing campaigns.• Awarded with prestigious ICICI Prudential TATVA Annual Awards • Awarded Certificate in Bank Quest for Quality Projects. • ICICI Pru AMC - Award of Excellence for Contribution to MF Business • Award of Contribution for Launch of AWSA AURA Savings Account • Award for Contribution for Launch of the ONE Savings Account with Insurance benefits• Conceptualized the Customer Profiler resulting in 35 Lac plus customers being investment ready.• Successfully completed the registration of the Bank as ISNP as per IRDAI guidelines Show less Joined as Junior Officer and promoted through a series of increasingly responsible management positions based on strong sales, operations and team leadership performance.• Apr 2009-Apr 2015: Regional Head, TASC Institutional Banking, Greater Mumbai Zone• Nov 2008-Mar 2009: Zonal Head, West Zone, Retail Financial Institution Group and TASC• Apr 2008-Nov 2008: Head, Business Process, Global Private Clients at BKC Corporate Office• Apr 2007-Mar 2008: Regional Manager Branch Banking, Mumbai South Cluster• May 2005-Mar 2007: Branch Manager, Nariman Point, Flagship Branch of ICICI Bank• Feb 2005-May 2005: Branch Manager, Prabhadevi, Signature Branch of ICICI Bank• Nov 2003-Apr 2005: Regional Sales Manager, Mumbai South Cluster• Apr 2002-Oct 2003: Operation in Charge and Branch Sales Manager, Nariman Point• Feb 2001-Mar 2002: Team Leader, Nariman Point Branch• Sep 1998 to Jan 2001: Customer Service Officer, NRI Services, Nariman Point Branch Show less

  • Product Head, Digital Channels, Investment Products

    May 2015 - now

  • Previous Roles and Responsibilities at ICICI Bank

    Sept 1998 - Apr 2015