John Arokiaraj

Experience

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  Tata Consultancy Services

  Jul 2011 - Aug 2011

  Project Trainee

  Associated with its Talent Acquisition Group for experienced professionals and Trained in end to end recruitment process which includes Source and screen profiles, Schedule and Organize interviews and Onboarding Process of successful candidates

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  Servion Global Solutions

  Jan 2012 - May 2012

  Project trainee

  Worked in a project covering Customer Behavior Analysis, Process Mapping, Competitor Analysis for “OPTIMIZING CUSTOMERS’ SELF SERVICE EXPERIENCE ON INTERACTIVE VOICE RESPONSE”

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  Axis Bank

  Aug 2012 - May 2016

  • Deputy Manager – Customer Service Officer

  • Worked on setting up a new branch by being an interface between multiple departments of the bank such as Projects, Retail Banking Operations, Admin, Centralized Procurement and Marketing departments • Handing Customer Experience Management by being the face of the bank• Identified as a Project Champion for the bank’s ambitious project ‘Lakshya’ to implement new streamlined Customer Engagement processes at branch level.

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  HDFC Bank

  Jun 2016 - Jun 2019

  Deputy Manager – Personal Banker Authorizer (Branch Operations Manager)

  • Supervise, Monitor and authorize transactions of Personal Banker and Teller desks• Ensure quality on new acquisitions by Personal Bankers & Relationship Managers• Understanding customer requirements and provide appropriate solutions• Lobby and Preventive complaint Management and Deal with escalated customer queries and complaints • Verify and analyze branch management information and reports and ensure regulatory, compliance requirements are fulfilled• Verifying customer data to detect and identify financial frauds• Cost management and monitoring Staff productivity and give guidance on improving the same in conjunction with the Branch Manager Show less

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  IndusInd Bank

  Jun 2019 - Dec 2019

  Deputy Branch Manager

  • Supervise, Monitor and authorize transactions of Service Delivery Manager and Teller desks• Manage and Mentor the SDM & Ops channel of the branch to deliver better customer experience and generate quality business from mapped customers• Handling overall branch operations management

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  ICICI Bank

  Dec 2019 - Dec 2021

  Deputy Branch Manager

  • Supervise, Monitor and authorize transactions of Value and Privilege Bankers • Making action plan and strategize to generate profits through cross sell and enhanced productivity of the Value Bankers• Responsible for smooth function of the branch with compliance, process adherence and banking regulations• Provisioning a superior level customer experience and service culture through coaching, guidance, staff motivation and thereby meeting /exceeding the expectations of customer service index scores• Lobby and Preventive complaint management and Deal with escalated customer queries and complaints • Enhance branch profitability through growth in Net Interest Income, Fee Income, OPEX Optimization and effective cash holding cost in the branch• Mentor/Guide new joinees and existing staffs and provide them with timely structured feedback Show less

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  HDFC Bank

  Jan 2023 - now

  Program Manager - Sales Capability Development

  • Involved in a project through all phases of the project lifecycle, from scoping and planning, requirements gathering, design, development, testing, and go live of an Internal search engine for the bank• Looking into Post Go Live issue and proving fix for the same• Coordinating with the content owners to enhance the repository for the search engine for optimized results• Involved end to end user feedback mechanism, customization and user support• Close collaboration with IT Vendor and Internal stake holders Show less