Please turn on your javascript Snehaprabha Nadaf - Regional Service Delivery Manager - RBL Bank Ltd - Kolhapur, India

Summary

Well rounded Banker with 11+ years of experience in Branch Banking operations and customer services, branch service quality audit, training and planning/implementing proactive procedures and systems to avoid service errors, maintaining inter-departmental relations for smooth flow of customer service.

Seeking a Managerial responsibility with an organization where I can use my experience and skills to develop, motivate and encourage customer service operations, process and quality in whole and set new growth standards.

Projects

NA

Experience

Company Logo
Regional Service Delivery Manager
RBL Bank Ltd
Jul 2011 - Present | Kolhapur, India

 Handling 49 branches for delivering Service Excellence
 Conducting quarterly Service Quality audit & track closure of audit gaps
 Conducting Themed audit to ascertain knowledge of branch staff on regulatory mandates
 Handling complaints at 2nd level and ensuring closure of complaints within TAT
 Ensuring branches are recording all complaints and processing customer requests well in time
 Co-ordinating with Banking Ombudsman on regular basis with respect to customer complaints
 Ensuring branches comply with BCSBI code norms, RBI guidelines and Goiporia / Damodaran Committee
 Conducting customer awareness program on BCSBI and customer rights policy
 Ensuring branches adhering guidelines on branch look & feel, dress code and service etiquettes
 Managing and coordinating Customer service standing committee meeting
 Ensuring monthly customer meets, quarterly customer education program and correct usage of stationery at branches
 Ensuring branches display mandatory notices as per RBI guidelines
 Conducting monthly staff training and learning series for new processes, new systems & arranging online assessments
 Arranging staff engagement and customers engagement activities
 Participating in CSR activities which are driven through Bank
 Providing suggestions to product / IT / processes team for better customer service
 Doing CRI and SRI calling to check customer’s satisfaction level about service
 Preparing various MIS and presentations on complaints and requests raised by customers

Education

Bharati Vidyapeeth\'s Institute of Business Management, Kolhapur
Diploma, DIPLOMA IN BUSINESS MANAGEMENT‎
Business Administration, Accounting & Finance
Completed
2005
Vivekanand College, Shivaji University, Kolhapur
Bachelor, Bachelors, Bachelors in Commerce, Bachelors in Commerce‎
Accounting & Finance, Statistics
Percentage 55%
2002

Skills

Expert Branch Banking Operations
Expert Database Management 
Expert Service quality audit
Expert Training and planning

Languages

Expert Hindi
Expert English

Companies Followed