Summary
Overview
Work History
Education
Skills
Gardener, weekend community volunteer
Timeline
Generic
Vani Mantri

Vani Mantri

Clyde North,VIC

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

16
16
years of professional experience

Work History

Customer Settlements Operations Manager Docklands

ANZ RETAIL
11.2021 - Current
  • Lead 3 teams consisting of 28 staff including 1 Team Leader and 2 Senior Officers
  • All operational matters including cost management, complaints management and escalation management
  • Developing 6 new leaders for extended settlements department
  • Setting KRA’s and performance management
  • Transitioned brand-new department from offshore to onshore and successfully increased overall productivity of team by 25%
  • Managing Stakeholder expectations for extended department and chairing stake holder forums on behalf of extended department
  • Planning and executing weekly operational plan for smooth running of team
  • Driving outperforming cultured team when it comes to customer expectations - 0 customer complaints for 2 Halves and less than 5 operational errors.
  • Collaborating with leaders and stakeholders to meet customer expectations when it comes to settlements
  • Data analysing and strategizing plans to improve customer expectations - improved teams productivity from 100% to 118% by December 2022
  • Negotiating with third parties to have smooth banker and customer experience
  • Driving positive cultured, passionate, agile, growth mindset officers, Uplifting staff engagement and supporting hybrid work culture - increased from 75% in 2021 to 95% in 2022
  • Risk management and setting strategies to decrease officer errors
  • Strategy management for peaks period or off-peak periods - increased Maximum amount of settlements from 800 to 1200 per day during peak period.
  • Resolved problems, improved operations and provided exceptional service.
  • Applied effective time management techniques to meet tight deadlines

Branch Manager

ANZ Banking Group
01.2016 - 10.2021
  • All operational matters including managing cost, budget setting, complaints and operational risks
  • Managing Voice of Customer for team and customer expectations - held consistent Voice of customer of >90%
  • Daily branch Operations, Health and safety management, risk and compliance management - Passed all yearly audit with result of 95% and above.
  • Achieving a significant uplift in customer engagement & advocacy & transforming the customer experience
  • Driving performance culture – build engagement, business acumen to deliver results through people
  • Role modelling in discipline of managing business - Invited 4 years consistently for state awards
  • Driving the quality & volume of inter-business referrals to other ANZ Business partners such as Financial Planning, Business Bank, Private Bank
  • Success in growing value of portfolio and achieving specific sales and service targets. 2FY21 branch wrote 50M in Home loan which was highest in branch history.
  • Assessed employee performance and developed improvement plans.
  • Maintained friendly and professional customer interactions.
  • 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.
  • Complied with regulatory guidelines and requirements

Senior Personal Banker

ANZ Banking Group
01.2012 - 01.2016
  • Assisted managing team by coaching, training, running sales huddles, compliance/risk seminars for team
  • All rounders when it comes to Finance products which includes daily accounts, Home loans and Personal Loans resulted being point of contact for team and district which consist of 15 branches
  • Strong capability to collaborate with different ANZ departments and product partners including Commercial and Financial planners
  • Consistently outperformed year after year in all aspects of role - Awarded 2 for outperforming Senior Personal banker for 2 consistent years
  • Worked closely with management to strategize sales techniques to increase branch production and customer service.
  • Balanced cash drawers and vault accounts on daily basis with zero discrepancies.
  • Expanded client base by promoting new financial products.
  • Created innovative financial solutions to meet customer needs and provide competitive edge.
  • Conducted detailed financial reviews for business clients to sell appropriate products to fit clients needs.
  • Achieved consistent recognition as top Senior Personal Banker
  • Maximized revenue through improved sales techniques and branch productivity.
  • Developed top-performing teams, leading to increased branch efficiency and positive customer feedback.

Personal Banker

ANZ Banking Group
01.2007 - 01.2012
  • Participated in weekly sessions to coach and motivate staff and track individual workflow and sales activity
  • Strong capability to collaborate with different ANZ departments and product partners including Commercial, SBB
  • Strong knowledge of banking products including retail deposits and transactional banking, mortgages, personal lending, commercial lending, wealth and global markets products
  • Consistently outperformed in yearly goals and objectives - Invited and awarded outperforming personal banker 3 times in whole of Greater Melbourne and 1 in district which consist of 15 Branches
  • Adherence to all areas of procedures, policies and well managed branch
  • Exceptional interpersonal and communication skills
  • Maintaining strong focus on acquisition, retention and service
  • Managing relations with external and internal stakeholders
  • Backed up teller team by handling needs of new and existing customers at main counter.
  • Promoted financial products by maintaining excellent service offering knowledge.

Education

Bachelor of Engineering - Engineering Technology

Jawaharlal Nehru Technological University
India
01.2003

Certificate IV - Accounting And Bookkeeping

Chisholm Institute
Berwick, VIC

Skills

  • Manage Settlements
  • Policy and Procedure Implementation
  • Workflow Planning
  • Staff Management
  • Process Improvement Strategies
  • Staff Development
  • Customer Relationship Management
  • Recruiting and Hiring
  • Productivity Improvement
  • Sales Expertise
  • Event Planning
  • Operations Management
  • Strategic Planning
  • Risk Management Expertise
  • Credit Approval and Denial

Gardener, weekend community volunteer

COVID has given me an opportunity to start my little garden patch filled with fruits, flowers, vegetables and herbs. It gives me immense pleasure in cooking for my family and friends from my garden. So far I have grown Zucchini, Tomatoes, Eggplants, potatoes, Spring onions, mint, coriander, cauliflower, Basil, roses and the list goes on. There is no other feeling like gardening to start something from scratch and see it grow.


Every Sunday I volunteer at my community school teaching preps and primary kids Telugu language (native language). It gives me pleasure when I see this little ones communicate to their parents and grandparents in their mother tongue.

Timeline

Customer Settlements Operations Manager Docklands

ANZ RETAIL
11.2021 - Current

Branch Manager

ANZ Banking Group
01.2016 - 10.2021

Senior Personal Banker

ANZ Banking Group
01.2012 - 01.2016

Personal Banker

ANZ Banking Group
01.2007 - 01.2012

Bachelor of Engineering - Engineering Technology

Jawaharlal Nehru Technological University

Certificate IV - Accounting And Bookkeeping

Chisholm Institute

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Vani Mantri