SWAPNENDU KANJILAL
Raiganj,West Bengal
Summary
To become a successful professional and a banker and to work in an innovative & competitive world. Results-oriented banking leader with 15+ years of experience, advancing from frontline customer service to Unit Head – Operations, driving team performance, operational efficiency, and customer satisfaction.Banking professional with 15+ years of progressive experience from Customer Service Officer to Unit Head – Operations, specializing in banking operations, team leadership, and process optimization while ensuring regulatory compliance and service excellence.
Overview
15
15
years of professional experience
Work History
Unit Head in Operations
HDFC Bank
Dalkhola
02.2025 - Current
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Handling clearing process of outward cheques, ensuring smooth lodgement and timely credit to customers.
- Monitoring of CSD desk, attending customer for their queries in Retail Asset products.
- Handled Gold Loan desk, disbursement, gold loan valuation, entire process and customer handling.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Unit Head in Operations
HDFC Bank Ltd
West Bengal
04.2021 - 02.2025
- Handling clearing process of outward cheques, ensuring smooth lodgement and timely credit to customers.
- Monitoring of CSD desk, attending customer for their queries in Retail Asset products.
- Disbursement of various Retail Asset products like Personal Loan, Business Loan, Tractor Loan, Two Wheeler & Auo loans.
- Daily monitoring of General Ledger and suspense accounts and other transitory accounts.
Deputy Branch Manager
ICICI BANK LTD
Kochbihar
04.2019 - 02.2021
- Overall work experience of 10 years in ICICI BANK LTD
- Handled as customer service officer for 3 years
- Customer service manager for 2 years.
- Handled Privilege Banking Portfolio for 4 months.
- Handled Deputy Branch Manager role for 5 years, managed team member and achieved required targets MOM and also focused and contributed on self sourcing and large acquisitions.
Deputy Branch Manager
ICICI Bank
Jaygaon
07.2015 - 04.2019
- Managed daily branch operations and ensured compliance with banking regulations.
- Supervised staff performance and provided coaching to enhance customer service skills.
- Developed and implemented operational strategies to improve service efficiency.
- Achievement of self business targets and also ensuring achievement of teams business.
- Maintaining good audit score and compliance.
Privilege Banker
ICICI Bank
Siliguri
04.2015 - 07.2015
- Delivered personalized banking services to high-net-worth clients.
- Managed client portfolios and provided tailored investment advice.
- Facilitated product sales through relationship-building with clients.
- Handling Portfolio of approx 5-7 Cr and arranging sales service and business from managed clients as well as from NTB clients.
Customer Service Manager
ICICI Bank
Moran
03.2012 - 03.2015
- Trained and mentored staff on best practices in customer engagement.
- Developed strategies to resolve customer complaints effectively and efficiently.
- Handling customer various service requests like cheque book, atm card, credit card payments,tax payments, Govt payments etc.
Customer Service Officer
ICICI Bank
Tinsukia
11.2010 - 03.2012
- Assisted customers with account inquiries and transactions.
- Resolved customer complaints through effective communication and problem-solving.
- Provided detailed information on banking products and services.
- Handling of cash counter deposit/withdraw of customers.
- Managing entire cash transactions, vaulting and cash process.
Education
Post Graduate Diploma In Banking Operations -
NIIT IFBI
KolkataBachelor in Business Administration -
West Bengal University of Technology (WBUT)
Class X+2 - COMMERCE
Indian Secondary Council For Education
Class X -
Indian Council for Secondary Education
Personal Information
Date of Birth: 03/08/90
Hobbies and Interests
- Playing Cricket
- Listening to songs
- Watching sports
- Watching news
Languages
- Hindi
- Bengali
- Assamese
- English
- Hindi
- Bengali
- Assamese
Work Experience
1. Customer Service Officer, 3 years,
2. Customer Service Manager, 2 years,
3. Privilege Banker handling managed portfolio, 4 months
4. Deputy Branch Manager, 4.5 years,
5. Unit Head in WBO Operations for 5 years.
Timeline
Unit Head in Operations
HDFC Bank
02.2025 - Current
Unit Head in Operations
HDFC Bank Ltd
04.2021 - 02.2025
Deputy Branch Manager
ICICI BANK LTD
04.2019 - 02.2021
Deputy Branch Manager
ICICI Bank
07.2015 - 04.2019
Privilege Banker
ICICI Bank
04.2015 - 07.2015
Customer Service Manager
ICICI Bank
03.2012 - 03.2015
Customer Service Officer
ICICI Bank
11.2010 - 03.2012
Post Graduate Diploma In Banking Operations -
NIIT IFBI
Bachelor in Business Administration -
West Bengal University of Technology (WBUT)
Class X+2 - COMMERCE
Indian Secondary Council For Education
Class X -
Indian Council for Secondary Education