SHAMPA KUNDU
Branch Head - Banking
Kolkata
Summary
Enterprising well-season Banking professional successful in leading every facet of new and ongoing business operations. Strategic thinker and tactical decision-maker with passion for serving customers and exceeding expectations. Creative problem solver skilled at de-escalating situations and driving positive change. Motivated and passionate about providing excellent customer service and exceeding expectations. Talented professional well-versed in service marketing and credit offerings. Inspires staff loyalty through strong leadership and communication skills. Results-driven experienced professional well-versed in producing reports, evaluating department operations and handling month- and year-end closings. Meticulous, conscientious and methodical in approach. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
20
20
years of professional experience
4
4
years of post-secondary education
Work History
Branch Head
INDUSIND BANK LTD
Kolkata
10.2016 - Current
- Heading Girish Park Branch, (CAT A+) , Kolkata at present
- Joined the Bank as DVP1
- Involved setting up of the VIP Road Branch in the month of February’2017, building up Liabilities & Asset business by acquiring several Association accounts & High value Retail accounts, Profit & Loss Balance sheet management, Tracking daily Productivity & Revenue Business of the Branch, Ensuring timely resolution of the complaints
- Won several contests within this time period
- Qualified International Contests for Spain
- Got Promoted as VP 1 in the month of September’2022.
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Maintained friendly and professional customer interactions.
Branch Head, •Branch Manager
YES BANK LTD
Kolkata
08.2015 - 04.2016
- Kolkata Main ; Russel Street Branch, the largest and the oldest Cluster Hub Branch of Eastern Region with a book size of 550 crores
- Managed a team size of 75 employees in the Branch
- Overall supervision of the Branch and smooth functioning of Retail Banking activities for all the products and services being offered to the clients
- Profit and loss and Balance sheet management
- Tracking and monitoring daily productivity and book movement of the Branch
- Ensuring timely escalation of issues impacting business and appropriate solutions to address the concerns
- Ensuring comprehensive compliance with all regulatory and statutory requirements as relevant for the Branch and for various product and services
- Ensuring Branch Head count budget to be maintained and ensuring role clarity of the employees in the Branch
- Engaging with the YES FIRST and KAM customers of the Branch and taking the Branch to a newer height in terms of liability business and revenue generation.
- Assessed employee performance and developed improvement plans.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Maintained friendly and professional customer interactions.
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Engaged employees in business processes with positive motivational techniques.
- Complied with regulatory guidelines and requirements.
- Implemented service improvements to enhance sales cycle.
- Consulted customers to boost product sales and services.
- Boosted sales and customer loyalty through incentive programs.
- Reviewed and edited loan agreements to enhance clarity and monitor compliance with requirements.
- Evaluated project applications and verified with outline specifications to approve, reject and recommend adjustments.
- Launched new training program to boost employee skills and staff retention rate.
- Examined customer loan applications for loan approvals and denials.
- Completed filings and upheld strict compliance with regulatory agencies and supervisors.
- Submitted loan applications to underwriter for verification and recommendation.
- Forecasted trends and recommended improvements based on financial risk analyses.
- Resolved various issues impacting sales management and business operations.
- Compiled database of loan applicants' credit histories, financial statements and other financial information.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
Branch Head - Bhawanipore Paddapukur Branch
AXIS BANK LTD
Kolkata
08.2015 - 04.2016
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Maintained friendly and professional customer interactions.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Assessed employee performance and developed improvement plans.
- Engaged employees in business processes with positive motivational techniques.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Examined customer loan applications for loan approvals and denials.
- Completed filings and upheld strict compliance with regulatory agencies and supervisors.
- Boosted sales and customer loyalty through incentive programs.
- Consulted customers to boost product sales and services.
- Resolved various issues impacting sales management and business operations.
- Launched new training program to boost employee skills and staff retention rate.
- Evaluated project applications and verified with outline specifications to approve, reject and recommend adjustments.
- Implemented service improvements to enhance sales cycle.
- Forecasted trends and recommended improvements based on financial risk analyses.
- Complied with regulatory guidelines and requirements.
- Compiled database of loan applicants' credit histories, financial statements and other financial information.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
- Submitted loan applications to underwriter for verification and recommendation.
- Reviewed and edited loan agreements to enhance clarity and monitor compliance with requirements.
- Generated financial and operational reports to assist management with business strategy.
Assistant Vice President - NABAPALLY BRANCH
Axis Bank
KOLKATA
01.2013 - 08.2015
- Taking care of Branch Administration,Managing Relationship of HNI customers (25 Lac and above TRV) of the branch,also looking after the Branch Operations and also achieving the Financial perspective of branch in terms of number of current account,savings account,CASA float,generating revenue through Third party product viz:-Life Insurance, General Insurance, Mutual Fund, Forex, Gold.
- Reviewed, identified, updated and prioritized strategic initiatives to provide comprehensive support to senior leadership.
- Facilitated creation of governance policy for adoption by board of directors and committee chairperson.
- Participated in organization re-branding and targeting of new markets and programs to attract and retain members.
- Attracted and retained new members through organizational rebranding and targeting marketing campaigns to specific audiences.
- Reviewed incoming correspondence and drafted appropriate responses for CEO and other high-level stakeholders.
- Evaluated project applications and verified with outline specifications to approve, reject and recommend adjustments.
- Prepared and recorded meeting minutes and documented actions taken at board meetings, committee meetings and special sessions.
- Completed filings and upheld strict compliance with regulatory agencies and supervisors.
- Allocated work assignments and tasks to comprehensively manage administrative projects.
- Contributed to budget planning, and initiatives for communications, planning and coordination of facility management and space allocations.
- Planned budgets and communication initiatives for comprehensive facility management and allocation of space and funds.
- Communicated with leadership teams to assist with administrative initiatives and decisions and attended weekly meetings to support policy changes.
- Generated financial and operational reports to assist management with business strategy.
- Worked with stakeholders to interpret and apply credit union bylaws and operations pertaining to board of directors.
- Attended board and committee meetings and took meeting minutes to create detailed records of various meetings and decisions.
- Attended weekly meetings and special sessions of Leadership and Executive Leadership Teams and contributed to major administrative initiatives, policies and decisions.
- Identified opportunities to improve business process flows and productivity.
- Increased company growth through collaboration with sales and marketing departments.
- Established performance goals for department and provided methods for reaching milestones.
- Hired and managed employees to maximize productivity while training staff on best practices and protocols.
- Identified and resolved issues between employees, promoting better collaboration and mutual respect.
- Used market insights to capitalize on key business opportunities for new advantageous partnerships.
- Evaluated product development strategies and prepared alternative approaches to goal achievement.
- Monitored industry trends, keeping current on latest changes and competition in industry.
- Mitigated regulatory risks by overseeing adherence to insurance and safety regulations.
- Led development of strategic marketing plans to raise awareness and drive sales growth.
- Demonstrated proficient leadership skills to motivate employees and build competent teams.
- Employed optimal safety practices to reduce worksite complaints and hazards.
- Established performance goals for department and outlined processes for achievement.
- Clarified roles, responsibilities and expectations of staff.
- Collaborated with senior management to develop strategic initiatives and long term goals.
Senior Manager - NABAPALLY BRANCH
AXIS BANK LTD
Kolkata
05.2008 - 12.2012
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Skilled at working independently and collaboratively in a team environment.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated leadership skills in managing projects from concept to completion.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Proven ability to develop and implement creative solutions to complex problems.
- Gained extensive knowledge in data entry, analysis and reporting.
- Organized and detail-oriented with a strong work ethic.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Developed strong communication and organizational skills through working on group projects.
- Strengthened communication skills through regular interactions with others.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Delivered services to customer locations within specific timeframes.
- Proven ability to learn quickly and adapt to new situations.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Developed and maintained courteous and effective working relationships.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Evaluated hiring, firing, and promotions requests.
- Produced staffing matrix to provide adequate coverage of department.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
- Provided strong leadership to enhance team productivity and morale.
Associate
ICICI BANK LTD
Kolkata
01.2003 - 01.2004
- Solving Customer Query using SIEBEL and executing banking transactions using FINACLE i-core
- Handling Cash, Clearing and Remittance.
- Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties.
- Provided product price information to customers.
- Worked varied hours to meet seasonal and business needs.
- Managed customer relations through communication and helpful interactions.
- Greeted customers and offered assistance for increased customer satisfaction.
- Identified customer needs and wants to enhance customer experiences and boost sales.
- Utilized customer feedback to improve product offerings.
- Created promotional materials to advertise products and services.
- Generated sales reports and presentations for senior management.
- Created solutions for customers to satisfy specific needs, quality and budget.
- Analyzed customer data to identify trends and anticipate customer needs.
- Maintained relationships with customers to maximize sales opportunities.
- Trained and mentored junior staff on customer service strategies and techniques.
- Developed and implemented strategies to increase customer satisfaction and engagement.
- Monitored customer service metrics and performance indicators to identify areas of opportunity.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Monitored customers for signs of security concerns and escalated issues to management.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Recommended complementary purchases to customers, increasing revenue.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Conducted product demonstrations to highlight features and redirect objections to positive aspects.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Wrapped, boxed and weighed bakery department products.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Prioritized helping customers over completing other routine tasks in store.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Managed efficient cash register operations.
- Listened to customer needs and desires to identify and recommend optimal products.
- Used in-store system to locate inventory and place special orders for customers.
- Developed strong rapport with customers and created positive impression of business.
- Built customer loyalty and retention by delivering excellent shopping experiences.
Deputy Manager - Operations
Axis Bank
Kolkata
11.2004 - 04.2008
- Executed the role of a trainer in “TRAIN THE TRAINERS PROGRAMME” conducted by Central Office.
- Functioned as point of contact for project administrators and managers focused on timely and successful completion of full lifecycles of assigned projects.
- Greeted and assisted customers with questions, concerns and purchasing needs.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Assisted senior manager with payroll, scheduling and cash deposits and receipts.
- Supported general manager in loss prevention efforts.
- Partnered with upper management in executing functional strategies and reporting capabilities.
- Liaised with team members, stakeholders and vendors to coordinate activities, provisioning, environment setup, risk mitigation and follow-up.
- Created reports and analyzed and interpreted data.
- Maintained, documented and presented progress reports to leaders.
- Prepared annual budgets with controls to prevent overages.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Enhanced supervisory and leadership abilities by working closely with supervisor.
- Stayed up to date on changing product and service options to provide top-notch support to customers and employees.
- Conferred with customers each day to maintain current understanding of needs and preferences, resolve issues, and promote brand loyalty.
- Provided strategic allocation of resources to various departments and managers in alignment with needs.
- Supervised and motivated staff employees.
- Assumed senior management workloads in absence of general manager to maintain operations continuity.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Analyzed and reported performance data, translating findings into practical improvement actions.
- Eliminated functional bottlenecks by streamlining communication channels between management and employees.
Education
M.B.A - Human Resource Management
Bharatiya Vidya Bhavan Institute of Management Science, Kalyani University
07.2001 - 08.2003
MDP - Leadership And Management
IIM Ahmedabad & IIM Lucknow
Classroom 04.2001 -
Bachelor of Science - Physics
Bachelor of Science - Physics
Calcutta University 08.1999 - 08.2001
Higher Secondary - Science
W.B.C.H.S
Skills
Banking and Digital Financial Services
Relationship Busilding and Management
Loans, Cash handling and Accounts ( Receivable &Payable)
Goals and performance
Revenue Generation
Key performance indicators
Product and Staff training
Customer service awareness
Verbal/written communication
Background in mutual funds, stocks, bonds and investments
Staff Management
Strong team-builder
Business development expertise
Collections and Loan Processings
SIEBEL CRM
FINACLE
CRM
EPH
Microsoft Office Suite
Digital Conference ( Audio & Video) - Webex
Digital Conference ( Audio & Video) - MS Teams
Digital Conference ( Audio & Video) - Zoom
Accomplishments
- Implemented new quality assurance procedures to maximize customer satisfaction and loyalty.
- Received several recognitions at Branch level, Circle level and Central Office Level. Won AXIS Business Conference at Bangkok,Prague, Hong kong, Jordan & Singapore Cruise - Malaysia for MDRT 2014-2015
- Got an opportunity to pursue MDP Programme at IIM Ahmedabad and IIM Lucknow.
- Repeatedly received recognition from superiors for excellence in service.
- Extensive exposure to hands-on working on multiple Banking and non banking Software / ERPs such as Siebel CRM, FINACLE, ENTERPRISE PAYMENT HANDING (EPH) - enterprise payments hub
- In addition, extensive usage of Microsoft office suite in daily deliverables , traceability and reporting purpose
Timeline
Branch Head
INDUSIND BANK LTD
10.2016 - Current
Branch Head, •Branch Manager
YES BANK LTD
08.2015 - 04.2016
Branch Head - Bhawanipore Paddapukur Branch
AXIS BANK LTD
08.2015 - 04.2016
Assistant Vice President - NABAPALLY BRANCH
Axis Bank
01.2013 - 08.2015
Senior Manager - NABAPALLY BRANCH
AXIS BANK LTD
05.2008 - 12.2012
Deputy Manager - Operations
Axis Bank
11.2004 - 04.2008
Associate
ICICI BANK LTD
01.2003 - 01.2004
M.B.A - Human Resource Management
Bharatiya Vidya Bhavan Institute of Management Science, Kalyani University
07.2001 - 08.2003
MDP - Leadership And Management
IIM Ahmedabad & IIM Lucknow
04.2001 -
Bachelor of Science - Physics
Bachelor of Science - Physics
08.1999 - 08.2001
Higher Secondary - Science
W.B.C.H.S