Ritu Rawat
Taylor,Australia
Summary
Proven Service Delivery and Relationship Manager at RBL Bank Ltd, adept in client relationship management and workload management. Excelled in enhancing customer satisfaction and portfolio growth, ensuring compliance and operational excellence. Skilled in cross-selling, with a positive attitude and adaptive approach, significantly contributing to business success.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
RBL Bank Ltd
08.2019 - 10.2024
- Daily checking of common pending folder of the branch and ensure that no customer request is pending with the staff along with random drawer audits
- Responsible for overall smooth functioning of branch operations (front-end/back-end) and ensuring excellent customer service
- Maintaining lowest levels of wait-time through: Load balancing among desks, Regular monitoring of pending tokens through Admin login, Analysis to understand employee level productivity & Daily roistering, Leave planning & Training calendar
- Ensure operations, risk control and process adherence at branches
- Branch Audit scores
- Fraud prevention
- Ops risk monitoring
- RBI audits, inspections and incognito visits
Relationship Manager-Insignia Preferred Banking
RBL Bank Ltd
08.2019 - 10.2024
- Increasing the Liability book and Investment AUM portfolio size through, deepening and new acquisition
- Revenue generation through cross sell of business banking and wealth products like Trade Forex, Insurance, Investments, Retail Assets etc
- Ensure quality of sourcing by acquiring Potential Insignia Clients
- Acquiring and managing both business, individual (resident and NRI) clients
- Increase product penetration and exit barriers, by cross- selling more number of products per client
- Work in close coordination with Client Experience Manager's to deliver superior service to clients
- Ensuring adherence to Compliance processes and guidelines
- Ensuring 360- client engagement - - Total Client Ownership-
Yes Bank Ltd
12.2010 - 07.2019
- Responsible for overall smooth functioning of branch operations (front-end/back-end) and ensuring excellent customer service
- Statutory and Internal Audit compliance
- Customer Interface: Dealing with the customers on the front desk, cross-selling various other products offered by the Bank
- Ensuring no financial loss occurs due to negligence and all costs are managed within budgets
- Work pro-actively with Branch Staff to ensure efficient functioning and to increase business of the Branch including sale of its products
HDFC Bank Ltd
04.2004 - 11.2010
- Managing banking front desk operations, clearing, cash transactions, teller counter etc
- Processing of Retail FX postings / Gold Sales/Pre Paid Cards
- Servicing and resolution of customer queries effectively
- Effective Customer footfall management
- Strict adherence to the turnaround time Cross -sell of bank products
- Responsible for audit compliance of the Branch
- Custodian of Deliverables viz., Welcome Kit, Cheque Book, ATM/Debit cards, Tatkal Kits and ensure to maintain low deliverable stock
Education
MCA -
Kurukshetra University
01.2006
BCA -
Kurukshetra University
01.2003
Skills
- Adaptive
- Self Motivated
- Positive Attitude
- Punctuality
- Client needs assessments
- Customer satisfaction
- Workload management
- Client relationship management
Certification
- AMFI Certificate
- IRDA Certified
- Six Sigma Green Belt Certification
Languages
- English
- Hindi
- Punjabi
Affirmation
I am confident enough of my ability to work in a team or independently. I hereby solemnly affirm that the information provided by me is true to the best of my knowledge.
Personal Information
- Husband's Name: Mr. Satinder Singh
- Date of Birth: 06/19/83
- Marital Status: Married
Timeline
Service Delivery Manager
RBL Bank Ltd
08.2019 - 10.2024
Relationship Manager-Insignia Preferred Banking
RBL Bank Ltd
08.2019 - 10.2024
Yes Bank Ltd
12.2010 - 07.2019
HDFC Bank Ltd
04.2004 - 11.2010
MCA -
Kurukshetra University
BCA -
Kurukshetra University