Hima Devi

Expertise in Banking software - FINACLE, DP SECURE and WMS. Cater to the service issues, complaints and requests of the customers with increased quality, efficiency and customer satisfaction. Focus on migrating clients to alternate delivery channels or electronic channels as well as driving client engagement opportunities across Transaction Deposits, TCD, FX, Internet Banking including Online Wealth, Mobile Banking, Debit Card & ATM strategy, Alliances and Rewards. Opening new CASA & deposit accounts and cross selling of different products. Handling branch complaint and requests via email, letters, walk-in clients. Complaint & requests closure within the timeline. Customer appreciations for resolving their various issues. Reporting various service, process related MIS to Corporate office.

Worked as a Deputy Branch Manager with ICICI Bank A T Road Branch, Guwahati for three and half months. Worked as Deputy Branch Manager with ICICI Bank Manjari Road Hadapsar Branch, Pune for 2 Years. Managing Operations and overall functioning of the bank branch along with self-source business of various banking products. Responsible for adherence to all guidelines and regulatory requirements and Performed audits in branch and ensure readiness of branch. Cost management and Cost effectiveness at the branch to ensure profitability. Fraud prevention and Operation risk monitoring and maintaining customer services and providing services to banking customer. Coordinated with various activities and engaged in customer service activities.

Worked as a Deputy branch Manager in Kasturibai Nagar branch, Chennai. Managing Operations and overall functioning of the bank branch. Responsible for adherence to all guidelines and regulatory requirements in the branch. Cost Management and Cost effectiveness at the branch to ensure profitability. Responsible for adherence of Know Your Customer (KYC) and Anti Money Laundering (AML) norms at all the times. Performed audits in branch and ensure readiness of branch and Fraud prevention and Operation risk monitoring. Maintaining customer services and providing services to banking customer. Handling escalations and providing resolutions to Banking customer. Processing Locker documents and handling day to day activities in Banking and resolving compliance alerts. Responsible for all the confidential information and records management for the branch.

Monitor, allocate and report day-to-day operations such as Total volume, Inflow and Outflow to the Management. Ensure all the Service level Agreement tasks get completed within the deadline. Reporting daily inventory to Onshore and Offshore Management. Attending daily status call, preparing and presenting weekly process improvement and Monthly Business review to Onshore. Ensuring all the entitlement of the users and process downloads getting fulfilled. Attending LOB call for volume perspective, process deviations and strategic planning. Handling the process related escalations and sharing process improvement ideas and the best practices. Undertake quality check as per applicable sampling methodology within defined timelines. Reviewing the process documents in regular intervals in order to bridge the process deviation. Analyzing the error report of the team and sharing the root cause to team to avoid misses. Regular connect with different processes to understand upstream and downstream of the process and participating automation and application enhancement related projects.

Handling a Team of 15 team members. Monitoring CMS (call monitoring system). Managing the service levels of the entire banking section. Managing transport issues for all officers. Making the team, meet all Key performance indicators. Resolving queries and coordinating for cases over mail with Branches. Taking escalations and appreciations over calls and maintaining escalation and appreciation trackers on daily basis. Making roster according to the capacity available on weekly basis. Organize AYIC audits.

Handled complaint process of general Banking and Preferred Banking. Timely reporting of Error Report daily basis and sharing the feedback with officers and taking process related reiterations. Daily Doorstep request quality checks.

Handling Customer queries and complaints, online troubleshooting, co-ordination and interaction with the customer. Preparing daily query tracker and Monthly MIS. Coordination with Branches to meet customer requirements. Handling all request and complaints within specific Timelines. Managing Service levels. Handling Escalations.

Handling customer calls globally. (Calls related to their Bank Accounts, giving them all the details they require). Resolving disputes and handling customer queries and complaints. Mentoring new members in the team. Based on the performance moved to a non-voice process called In-service that involves resolving customer queries on e-mail.