PRIYANKA GURUNG
Kathmandu,Nepal
Summary
Banking professional with over six years of experience in credit, banking operations, customer service, compliance and operational monitoring, supported by an MBA (CGPA 3.63) and BBA (CGPA 3.27). Currently working in the Operation Excellence Department, Operation Monitoring Unit at Machhapuchchhre Bank Ltd. Experienced in process monitoring, documentation, customer-facing operations, credit administration and service improvement. Seeking admission to a Master’s by Research in International Business to develop advanced research skills and investigate practical challenges in banking operations, digital banking, customer service, operational efficiency, risk/compliance and trade finance.
Overview
7
7
years of professional experience
Work History
Assistant
Machhapuchchhre Bank Ltd.
01.2020 - Current
- Operation Excellence / Operation Monitoring: Monitor operational activities and service processes, support process adherence and identify areas for operational improvement and control.
- Credit: Managed credit-related activities, including loan processing and client follow-up; handled an average of at least five loans per month with aggregate monthly lending of approximately NPR 35,000,000.
- Credit / Business Development: Cross-sold at least 10 banking products per month, exceeding the branch goal by approximately 25%, through relationship building and effective communication with customers and operations staff.
- Operations / Customer Service: Maintained high standards of customer service and communication, contributing to consistent achievement of assigned targets.
- Operations / Account Services: Coordinated approximately 50 account openings and other after-sales services weekly while ensuring compliance with CDD and related operational standards.
- Customer Resolution: Addressed and resolved customer issues promptly, maintaining service quality, accurate follow-up and professional customer relationships.
- Repayment Monitoring: Maintained consistent client follow-up and supported timely repayment, contributing to a strong repayment record.
Education
Master of Business Administration (MBA) -
Apex College Pvt. Ltd.
Kathmandu, Nepal01-2019
Bachelor of Business Administration (BBA) -
Oxford College of Engineering and Management
Chitwan, Nepal01-2016
+2 HSEB -
Presidency Higher Secondary School
Bharatpur, Nepal01-2012
School Leaving Certificate (SLC) -
Small Heaven School
Bharatpur, Nepal01-2010
Skills
- Banking operations and process monitoring
- Credit and loan administration
- Customer service and complaint resolution
- Operational compliance and CDD
- Process documentation and coordination
- Microsoft Office and general computer applications
- Communication, interpersonal and relationship-management skills
- Team collaboration, multitasking and attention to detail
RESEARCH INTERESTS
Banking operations and operational efficiency, Digital banking and technology-enabled financial services, Customer experience, service quality and customer retention, Credit operations, risk management and compliance, Process improvement and operational excellence, Employee performance and organizational effectiveness
Timeline
Assistant
Machhapuchchhre Bank Ltd.
01.2020 - Current
Master of Business Administration (MBA) -
Apex College Pvt. Ltd.
Bachelor of Business Administration (BBA) -
Oxford College of Engineering and Management
+2 HSEB -
Presidency Higher Secondary School
School Leaving Certificate (SLC) -
Small Heaven School