Sapna Oberoi
Bellevue,WA
Summary
Prolific banker with an extensive track record of success in managing operations, driving sales for various bank products and successfully increasing overall branch revenue. Highly skilled at leveraging strong relations and critical thinking skills to effectively manage a large portfolio of high profile clients while delivering exceptional customer service.
Overview
16
16
years of professional experience
Work History
Senior Manager/Back up Branch Manager
HDFC Bank Limited
04.2022 - 06.2023
- Developing and executing sales, credit strategies, and relationships that align with bank's business plans to achieve set target
- Supporting portfolio growth for bank by identifying cross-selling opportunities and increasing customer acquisition
- Providing leadership and inspiration to juniors through one-on-one coaching, end of day meetings, and morning huddles
- Planning, organizing, and coordinating daily sales and other operations processes
- Fostering friendly work environment in which people work together to achieve set goals
- Led expansion of customer relationships through referrals and cross-sales to other businesses
- Led, managed and coached various teams within bank to achieve business goals and exceed sales targets
- Built extensive loan pipeline that yielded excellent results
- Handled customer complaints with empathy and composure.
- Proactively participated in meetings and helped create new practices.
- Consistently met short and long-term targets.
- Helped management to identify workflow issues and find solutions.
- Supervised and delegated tasks to team of 8 people.
Manger/Authorizer
HDFC Bank Limited
09.2018 - 03.2022
- Ability to organize and prioritize tasks at individual level under variety of conditions and constraints with minimal guidance.
- Thorough knowledge of deposit services and other banking services
- Thorough knowledge of deposit policies and procedures
- Second level verification of new account opening forms, HNI customer transactions.
- Handling customer escalations
- Performing internal audits to ensure good operation hygiene.
- Daily reporting to senior leadership on branch KPIs
- Approved 20+ new account opening forms on weekly basis.
- Reduced account closures by 5%.
- Prepared reports of findings and recommendations
Deputy Manager/Personal Banker Officer
HDFC Bank Limited
01.2015 - 08.2018
- Consistently met short and long-term targets.
- Handled customer complaints with empathy and composure.
- Answered calls, responded to emails, and spoke with clients face-to-face.
- Proactively participated in meetings and helped create new practices.
- Processed a range of documentation and entered information into databases.
- Assisted customers open checking and saving accounts
- Maintained company compliance by meticulously recording and documenting each transaction and all documentation and paperwork
- Daily tasks included: handling transactions, processing deposits, withdrawals, money transfers and loan payments
- Processed 20 + customer transactions per hour
- Assisted in helping clients access safe deposit boxes, cash boxes, and other items in bank vaults
- Detecting fraudulent cheque and counterfeit currency and following regulatory protocols
Senior Back Office Executive
NIIT Technologies
04.2012 - 12.2014
- Performed database management and analysis of business functions and processes.
- Hired, trained and on-boarded new team members and conducted evaluations to boost performance.
- Produced reports, contracts and correspondence using various software.
- Completed special projects through planning, guidance and tracking metrics.
- Organized company functions and events to improve employee morale.
Senior Customer Service Specialist
NIIT Technologies
11.2007 - 03.2012
- Handled customer inquiries and complaints with professionalism to restore satisfaction.
- Utilized active listening skills to understand customer needs and provide tailored solutions.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Greeted customers and listened closely to problems described to determine solutions.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Escalated issues to proper supervisors when standard processes were not effective.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and provided backup support for organizational leadership.
Education
Bachelor of Commerce - Business Economics
Delhi University
New Delhi, India01.2009
Skills
- Team Management
- Ledger Balancing
- Cash Management
- Conflict Resolution
- Analytical thinking
- Loan Management
- Customer Relationship Management
Accomplishments
- Have been awarded " Exceptional Talent" 5 years in a row for individual performance form 2018 - 2022
- Nominated the Hygiene Champion for the entire region wherein primary role was to mentor juniors/peers on maintaining branch hygiene in good standing.
- Achieved the highest NPS score for three consecutive quarters.
- Consistently remained the top performer in terms on annual performance on KPI metrics.
- Achieved the individual target and team target for 2 successive quarters in FY2021-2022
Languages
English
Full Professional
Hindi
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Manager/Back up Branch Manager
HDFC Bank Limited
04.2022 - 06.2023
Manger/Authorizer
HDFC Bank Limited
09.2018 - 03.2022
Deputy Manager/Personal Banker Officer
HDFC Bank Limited
01.2015 - 08.2018
Senior Back Office Executive
NIIT Technologies
04.2012 - 12.2014
Senior Customer Service Specialist
NIIT Technologies
11.2007 - 03.2012
Bachelor of Commerce - Business Economics
Delhi University
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