Sumit Bhandari
Craigieburn
Summary
An accomplished banking professional with over 10 years of experience in both Australia and India with a proven track record in Banking, strategic leadership, revenue growth, and customer-centric service delivery. Committed to achieving excellence in financial performance, strategic planning, customer relationship management, and compliance with banking regulations. and fostering strong relationships within the banking sector. Passionate about contributing positively to communities and driving meaningful change through effective leadership and innovation.
Overview
10
10
years of professional experience
1
1
Certification
Work History
2IC - Banking & Finance
ARL Collect Pty Ltd
07.2020 - Current
- Assisting the Call Centre Manager: Support the call centre manager with daily operations and strategic planning
- Staff Supervision: Supervise and provide guidance to call centre agents, ensuring they meet performance targets, adhere to policies, and maintain high service levels
- Training & Development: Conduct or assist in training new staff, provide ongoing coaching, and ensure agents have the necessary skills and knowledge to handle customer queries effectively
- Motivating the Team: Act as a mentor and motivator, promoting a positive and productive working environment
- Quality Assurance: Monitor calls and other customer interactions for quality assurance, ensuring compliance with banking and financial regulations
- Process Improvement: Identify areas for operational improvement, including call handling procedures, team efficiency, and customer experience
- Scheduling and Resource Management: Ensure adequate staffing and efficient scheduling to meet call volume demands and business objectives
- Reporting: Provide regular updates to management on team performance, key metrics, and any operational issues
- Handling Escalated Calls: Manage complex or high-priority customer complaints or queries that require escalation, ensuring a satisfactory resolution
- Ensuring Compliance: Ensure that all team activities are compliant with banking and financial regulations, such as those set by financial authorities (e.g., ASIC, FCA)
- Service Level Management: Ensure the call centre meets its service-level agreements (SLAs) for response time, call resolution, and customer satisfaction
- KPI Tracking: Monitor key performance indicators (KPIs) such as call volume, first-call resolution, average handling time, and customer satisfaction scores
- Feedback and Improvement: Analyze performance data and provide feedback to agents
- Implement corrective actions when necessary to improve performance
- Interdepartmental Coordination: Collaborate with other departments such as HR, compliance, or IT to address any issues impacting the call centre’s operations
- Problem Resolution: Quickly and effectively address any operational challenges, such as system outages, staffing shortages, or customer dissatisfaction
- Contributing to Process and Policy Updates: Provide input on improving workflows, call scripts, and other processes to enhance team productivity and customer satisfaction
Customer Service Officer
ARL Collect Pty Ltd
08.2018 - 07.2020
- Answering Inquiries: Handle inbound and outbound customer calls, addressing queries related to products, services, and account management
- Issue Resolution: Resolve customer issues in a timely and efficient manner, including technical difficulties, billing inquiries, account status, and complaints
- Escalation Management: If necessary, escalate unresolved issues to senior team members or appropriate departments for further resolution
- Follow-up: Ensure that any promises made to customers are kept, and follow up to confirm the issue has been resolved to the customer's satisfaction
- Customer Feedback: Collect feedback from customers about their service experience and provide suggestions for improvements to the team or management
- Document Customer Interactions: Log detailed records of customer interactions, including inquiries, complaints, and resolutions, in the company’s customer relationship management (CRM) system
- Adhere to Call Handling Procedures: Follow standard operating procedures (SOPs) for call handling, ensuring consistency and quality of service across all interactions
- Active Listening: Listen carefully to customers’ concerns, empathize with their situation, and provide appropriate solutions or alternatives
- Conflict Resolution: Manage difficult or irate customers in a calm and professional manner, working towards a solution that satisfies the customer while aligning with company policies
- Adhere to Policies and Guidelines: Follow company policies, procedures, and regulatory requirements (e.g., in banking or finance, ensuring compliance with KYC/AML)
- Maintain Call Quality Standards: Meet the quality standards set by the company in terms of communication, accuracy, and customer satisfaction
- Confidentiality: Protect customer privacy by adhering to confidentiality protocols and handling sensitive data securely
- Team Support: Assist colleagues with difficult cases, share best practices, and contribute to a collaborative team environment
- Knowledge Sharing: Participate in training sessions and share knowledge gained from customer interactions to help improve the team’s overall performance
Cluster Branch Manager
ICICI Bank Ltd
09.2014 - 12.2017
- Company Overview: A leading private sector bank in India
- Oversee Branch Operations: Supervise the day-to-day operations of multiple branches within the cluster, ensuring they adhere to operational policies, regulatory requirements, and best practices
- Operational Efficiency: Ensure that branches are running efficiently, addressing issues such as cash management, teller operations, compliance with operational protocols, and minimizing service gaps
- Risk & Compliance: Monitor branch activities for compliance with bank policies, RBI regulations, and other relevant financial laws (e.g., KYC, AML)
- Ensure all branches are compliant with internal controls and regulatory guidelines
- Operational Audits: Conduct regular internal audits and quality checks to ensure branches follow procedures for handling cash, customer documentation, and transaction recording
- Sales Targets & Revenue Growth: Set and achieve sales targets for the cluster, focusing on increasing business across all product lines including loans, deposits, and wealth management services
- Drive Product Penetration: Promote cross-selling and up-selling of the bank's financial products and services (e.g., savings accounts, fixed deposits, personal loans, mortgages, insurance, etc.)
- Customer Acquisition & Retention: Strategize customer acquisition through targeted marketing, business development, and networking
- Focus on retaining existing customers through relationship management and personalized services
- Team Motivation: Inspire branch staff to meet and exceed their sales targets through motivation, training, and recognition programs
- Conduct performance reviews and provide coaching and development for branch managers and their teams
- Strategic Planning: Develop and implement strategies to grow the market share in the assigned cluster, considering market dynamics and customer needs
- Ensure Customer Satisfaction: Maintain a high level of customer satisfaction by ensuring quality service at each branch
- Address customer complaints and escalations promptly, ensuring effective resolution
- Client Relationship Building: Build strong relationships with key customers, high-net-worth individuals (HNWI), and business clients to retain their business and expand relationships
- Branch-Level Service Standards: Ensure that all branches in the cluster maintain high levels of customer service, focusing on operational excellence and customer care
- Branch Manager Leadership: Oversee and guide branch managers, providing them with the tools and support they need to manage their individual branch operations effectively
- Talent Development & Training: Identify skill gaps within the team, organize training programs, and facilitate continuous learning to help staff stay up to date with new products, technologies, and banking regulations
- Performance Management: Conduct regular performance evaluations of branch managers and staff, providing constructive feedback and developing action plans for improvement
- Staffing & Scheduling: Ensure optimal staffing levels across branches, manage resource allocation to ensure smooth functioning, and address staffing issues when required
- Minimize Risk: Actively work towards identifying potential operational, financial, and compliance risks across the cluster of branches and take preventive measures to mitigate these risks
- Compliance Monitoring: Ensure that each branch complies with internal policies, legal and regulatory requirements, and risk management protocols
- Handle audits and resolve any audit findings
- Fraud Prevention: Monitor branches for signs of fraud or other financial irregularities
- Ensure that anti-fraud systems and protocols are being followed by all branches within the cluster
- Budgeting & Financial Oversight: Prepare and manage the annual budget for the cluster, focusing on cost control, revenue generation, and profitability
- Branch Performance Reports: Regularly monitor financial performance across the branches in the cluster, tracking metrics such as profitability, cost-to-income ratio, customer acquisition costs, and loan book growth
- Reporting to Senior Management: Provide regular performance updates and reports to senior management, highlighting achievements, challenges, and any issues that need attention
- Market Research: Continuously monitor market trends, competitor activities, and customer needs to identify opportunities for growth within the cluster
- Customer Insights: Gather feedback from customers and market research to develop insights that can drive new product offerings or adjustments to existing services
- Business Strategy Development: Contribute to the development of business strategies at the regional and bank-wide level, ensuring that the cluster’s goals are aligned with ICICI Bank’s overall objectives
- Adopt Digital Banking Tools: Encourage and drive the adoption of digital banking products and services (e.g., mobile banking, internet banking, online loans, etc.) among customers and staff
- Process Improvement: Continuously seek ways to streamline branch operations, improve customer service, and enhance the overall efficiency of the cluster by adopting new technologies
- Relationship with Local Authorities: Develop and maintain strong relationships with local government bodies, regulators, and other financial institutions to ensure smooth business operations
- Vendor & Partner Relations: Manage relationships with external vendors, service providers, and business partners involved in the operations of the branches
- A leading private sector bank in India
Education
MBA - Finance
Apeejay Institute of Management
06-2003
Skills
- Team Leadership
- Management Skills
- Digital Transformation
- Client Relations Expertise
- Effective Multitasking
- Effective Communication
- People Management
Certification
- The Best 2IC of the Year, 06/30/22
- Record Breaking 9 months as No.1 performer on Contingent Collections Panel, 12/31/22
Timeline
2IC - Banking & Finance
ARL Collect Pty Ltd
07.2020 - Current
Customer Service Officer
ARL Collect Pty Ltd
08.2018 - 07.2020
Cluster Branch Manager
ICICI Bank Ltd
09.2014 - 12.2017
MBA - Finance
Apeejay Institute of Management
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