Looking for a job

Nitin Katagi

@nitinkatagi

Banking & Customer Service professional with 10+ years’ experience in team leadership, operations, customer experience and process management.

India

Message

What I'm looking for

I am seeking a Customer Service Supervisory role where I can leverage my experience in team leadership, customer experience, operations, process adherence and escalations. I aim to lead teams, improve service quality, achieve productivity and customer satisfaction targets, and contribute to efficient day-to-day operations.

Operations-focused banking professional with 13+ years of progressive experience across ecommerce, BPO, and banking — built on service delivery, MIS ownership, compliance, and customer resolution, not sales.

My career has followed one consistent thread: solving customer problems and coaching teams to do the same, well. I started in ecommerce customer service, moved into customer experience, then led teams in BPO banking and telecom voice processes. That foundation carried directly into banking, where I've grown from Personal Banker to Regional Service Manager — overseeing service operations across 24 branches and 100+ employees — to my current role as Deputy Manager.

What I bring to a team:

• Multi-branch operations and service delivery management

• KYC/AML compliance and audit coordination (96% audit compliance, Audit Rating 5)

• MIS reporting and data-driven follow-up

• Team coaching and performance management

• Customer de-escalation and complaint resolution

I'm not a sales-driven banker — my growth has consistently come from operational excellence, process improvement, and building teams that get things right the first time.

Open to Operations Leadership and Service Delivery roles in banking and financial services.

Experience

Work history, roles, and key accomplishments

Current

Deputy Branch Manager

Current

Saraswat Co-operative Bank Ltd

Apr 2026 - Present (6 months)

Managed branch operations while ensuring RBI-compliant controls, internal policies, and regulatory requirements. Oversaw customer onboarding with KYC/AML documentation verification, monitored AML adherence and exceptions, and coordinated with legal/compliance teams for regulatory matters.

KYC Compliance Enhanced Due Diligence (EDD)Regulatory Compliance Documentation Verification AML Audit Management Transaction Monitoring Compliance Reporting

Branch Leadership Roles

Icici Bank Ltd

Sep 2023 - Feb 2026 (2 years 5 months)

Led multiple leadership and client management roles across branches, ensuring RBI regulations, KYC norms, and AML policy adherence. Conducted onboarding/KYC record reviews, followed up on audit observations and control gaps, performed surprise audits, and supported recovery efforts for early delinquency accounts.

AML KYC Compliance Regulatory Compliance Internal Controls Compliance Monitoring Audit Management Risk Assessment Transaction Monitoring

Personal Banker

Yes Bank Ltd

Jul 2022 - Aug 2023 (1 year 1 month)

Managed customer onboarding including KYC verification, documentation review, and account opening while ensuring AML compliance and internal regulatory requirements. Supported branch operations and transaction processing, resolved customer service requests, and assisted with periodic KYC updates.

AML KYC Compliance Customer Onboarding Documentation Verification Regulatory Compliance Compliance Monitoring Customer Service Account Opening Transaction Processing

Team Leader (SLA Operations)

Q-Conneqt Business Solutions

Sep 2018 - Feb 2020 (1 year 5 months)

Managed SLA-driven service operations focused on customer satisfaction and issue resolution. Conducted training, coaching, and performance reviews to improve team outputs.

Training and coaching Service Delivery SLA Management Customer Support Team Leadership Performance Reviews Process Improvement Customer Satisfaction Operations Management

Senior Team Leader

Hinduja Global Solutions

Dec 2016 - Jul 2018 (1 year 7 months)

Led escalations and customer operations, improving service quality and reducing complaints. Implemented process enhancements and mentored team members.

Mentorship Escalation Management Customer Operations Customer Service Quality Improvement Performance Coaching Operational Support Customer Satisfaction

Customer Support Executive

Myntra Designs Pvt Ltd

Nov 2013 - Apr 2016 (2 years 5 months)

Resolved customer queries, returns, and logistics issues while maintaining high CSAT and supporting backend operational processes. Managed support requests in line with company processes to ensure timely resolutions.