Open to opportunities

Deepika Nalawade

@deepikanalawade

Message

Experienced banking manager specializing in customer experience and branch operations.

India

Message

What I'm looking for

I seek a managerial role in retail banking to improve customer experience, lead branch operations, ensure compliance, coach teams, and drive process improvements in a collaborative, customer-focused environment.

I am an experienced banking manager focused on customer experience and branch operations, with a proven track record of improving service standards and maintaining benchmark-exceeding scores across branches.

At IndusInd Bank I identified service improvements, reduced customer request turnaround time, analyzed complaints and mystery-shopper reports, and delivered training to implement new initiatives. Previously I managed daily branch operations, compliance, audits and cash management at Yes Bank and RBL Bank.

I coach teams to elevate service, drive cross-selling to deepen customer relationships, and lead operational projects such as new branch launches and account regularizations to improve accuracy, compliance and customer satisfaction.

Experience

Work history, roles, and key accomplishments

Manager, Customer Experience

IndusInd Bank Ltd

Mar 2024 - Mar 2025 (1 year)

Identified and drove service improvements to streamline processes, reduced customer request turnaround time and maintained benchmark-exceeding branch scores through training and cross-team initiatives.

Customer Experience Management Cross Functional Collaboration Root Cause Analysis

Deputy Branch Manager

Yes Bank Ltd

Mar 2023 - Feb 2024 (11 months)

Managed daily branch operations, ensured AML/KYC and RBI compliance, reconciled GL accounts, and resolved customer complaints within TAT while overseeing cash, foreign currency, and locker operations.

GL Reconciliation Regulatory Reporting Audit Support Customer Relationship Management KYC Cash Management

Branch Operations Manager

RBL Bank Ltd

Jan 2016 - Feb 2023 (7 years 1 month)

Oversaw branch operations and compliance, performed daily reconciliations and audits, trained staff on processes, and promoted cross-selling to deepen customer relationships.

Compliance Audits Staff Training GL Reconciliation Cross Selling Cash Management

Personal Banker

HDFC Bank Ltd

Dec 2012 - Jun 2015 (2 years 6 months)

Served as primary welcome desk banker, facilitated account openings and transactions, secured referrals and product sales, and resolved customer issues to improve retention.

Customer Service Cash Transactions NEFT RTGS Sales Customer Onboarding Complaint Handling Relationship Building

Dispatch Assistant

Neki Corporation

Mar 2010 - Apr 2012 (2 years 1 month)

Managed dispatch and document distribution, supporting office operations and ensuring timely handling of customer and branch paperwork.

Document Management Dispatch Coordination Record keeping Administrative Support

Graphic Designer / Office Assistant

Radix Electrosystems Pvt Ltd

Jan 2009 - Dec 2009 (11 months)

Designed graphics and supported office administration, producing web design assets and assisting with daily office tasks to support business operations.

Graphic Design Web Design Office Administration Asset creation File Management Administrative Support