Open to opportunities

jain shilpi

@jainshilpi

Message

Dynamic banking professional with 17 years in operations management.

India

Message

What I'm looking for

I am looking for a role that values operational excellence and team development.

I am a dedicated banking and financial services professional with over 17 years of experience in branch operations, administration, and resource management. My career has been marked by a commitment to excellence in customer service and operational efficiency. I have successfully led teams to meet and exceed sales and service targets, ensuring that customer needs are prioritized and met with exceptional service.

Throughout my career, I have developed strong competencies in team development, regulatory compliance, and process improvement. My leadership style focuses on mentoring and motivating team members, which has resulted in increased employee engagement and performance. I am well-versed in banking regulations, AML, and KYC compliance, consistently ensuring that my branches meet compliance standards and pass audits with flying colors.

Experience

Work history, roles, and key accomplishments

Deputy Branch Manager

ICICI Bank

Nov 2012 - Jan 2023 (10 years 2 months)

Managed branch operations and a team of Front Desk Officers, ensuring excellent customer service and compliance with regulations. Spearheaded sales activities, increasing annual revenue by 60%, while improving operational procedures and customer onboarding processes.

Customer Service Compliance Management Sales Strategy Team Leadership Process Improvement Customer Onboarding Conflict Resolution CRM Software Audit Management

Assistant Manager-Retail

HDFC Bank

Mar 2012 - Jun 2012 (3 months)

Handled cash and non-cash transactions while ensuring AML compliance. Resolved customer queries and generated leads for CASA accounts, maintaining accurate records and documentation.

Cash Management AML Customer Service Lead Generation Banking Operations Customer Relationship Management Financial Products Team Collaboration

Process Developer/Trainer

Genpact

Apr 2011 - Nov 2011 (7 months)

Transitioned a new project from GE Energy, developed processes, and conducted training for new hires. Managed customer care responsibilities and coordinated order management tasks.

Process Development Training Customer Care Order Management Supply Chain Logistics Team Coordination Process Improvement

Process Developer/Quality Coach

Genpact

Oct 2007 - Mar 2011 (3 years 5 months)

Worked in the BFSI domain for National Australian Bank, conducting process re-engineering and training for new agents. Managed client communications and published performance dashboards.

BFSI Domain Training Client Communication Dashboards Quality Assurance Team Management Performance Monitoring Customer Service Compliance

Process Associate

Genpact

Aug 2005 - Sep 2007 (2 years 1 month)

Worked as a Customer Care Executive in a voice-based UK process, promoted to Team Coach. Responsible for mentoring, improving call quality, and ensuring adherence to SLAs and KPIs.