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Service Delivery Manager


Accomplished banker with over 12 years of progressive experience in the finance sector. Possesses great skill in the areas of Retail banking, Assets and Liabilities . Adept at working to efficiently achieve organisational goals in both group and independent environments. Proven ability to thrive in high-pressure environments. Personable with a client-focused demeanor.

Professional Experience

Nov 2018Present....

Service Delivery Manager

RBL Bank Ltd . Ahmedabad Shahibaug Branch

Transferred form Daman to Ahmedabad Shahibaug Branch in same profile.

Role and responsibility will remain same. 

May 2016Nov 2018

Service Delivery Manager

  • Customer Service and Complaints Management
  • Transaction Processing,Verification,Review and Controls
  • Audit and Compliance
  • Operation Management of Branch
  • Cash Management
  • Verification of AML and KYC and process Account AOF
  • Team Management
  • Cross Sell


    • Got Satisfactory Audit Rating in last 7 Quarterly Audit
    • NIL Discrepancy during Demonetization
  • Constitutive 2nd Year Got STAR Ratting and Promoted as DM 
  • Qualified in International RnR Contest for Q4 (JFM-18)
  • Qualified in International RnR Contest for Q4 (JFM-17)
  • I had act as a BM from 1st June 2016 to 31st July 2017 with operational works.
  • Branch qualified in Life Insurance Star Club and NTB CASA Drive in July, August & Sept. 16
June 2014May 2016

Trade Desk Officer/OIC

ICICI BANK LTD Gondal Road Branch Rajkot
  • I have Handled the Trade desk whereas i have served multiple products such as Bank Guarantee, Export documents on collection, Advance Payment Towards Import and many more products which enhance my knowledge
  • Maintain healthy relationship with key accounts for generating business and leading workforce towards accomplishing business and corporate goals
  • Maintain mutually beneficial relations with clients to ensure repeat & referral business
  • Ensuring 100% compliance to Audit requirements, KYC & AML norms by reporting of Unusual Transactions.
  • Operation In Charge and Verification of Transactions
  • Knowledge of Cash Teller and Gold Loan Operations.
  • I have qualify for Life Insurance Contest at Mount Abu (Beat Your Best And Club RH)
  • I have qualify for Life Insurance Contest at Udaipur (Club ZH)
  • Every quarter I have score more than 95% in customer service delivery

I have qualify 4times in Life Insurance for NOP (I-Contribute)

Jan 2011June 2014

Privilege Banker

ICICI BANK LTD Yagnik Road Branch Rajkot

• Manage Portfolio of customer and Maintaining relationship.

• Taking care of customer transaction at branch , Cross Cell

  • Verification Of Cash Transactions, Transfers, RTGS and NEFT and other Transaction

• Having Knowledge of Branch Banking Operation ,Audit, Compliance and other Transaction.

Aug 2010Dec 2010

Wel Come Desk Officer

ICICI BANK LTD Jai Hind Press branch Rajkot
  • Handling all types of customer queries
  • All Transactions like Chq. Transfer, RTGS, NEFT and All Service Request
  • Manage Portfolio of customer and Maintaining relationship and Cross Sell from Managed Customer
Mar 2010Aug 2010


ICICI BANK LTD Jai Hind Press branch Rajkot
  • Handling Cash Counter
  • Manage Portfolio of customer and Maintaining relationship and Cross Sell form Managed Customer
Aug 2007May 2009

Team Leader


> Recruitment of Sales Executive
> Team Management and source Current accounts from open market

Nov 2006July 2007

Sales Executive

UTI BANK LTD Porbandar Branch
    • Reporting to the BSO and Branch Head
    • Selling of Liability Products, Life and General insurance.
Nov 2005Nov 2006

Marketing Representative Executive

Modern Business Solutions Working for ICICI BANK LTD Junagadh Branch

• Working in SALARY DIVISION and make relationship with Govt. & Corporate Dept.
• Reporting to the Team Leader and Area Sales Manager.
• Completing the target of FIX DEPOSITS

Financial Skills

  • Regulatory Compliance
  • Loans & Credit
  • Portfolio Management
  • Financial Analysis
  • Risk Management
  • Banking Expertise
  • Commercial Banking
  • Investments
  • Relationship Management

Core Competencies

  • Tactical Decision Making
  • Critical Thinking
  • Client Satisfaction
  • Operational Analysis

  • Customer Service
  • Resource Management
  • Business Administration
  • Project/Program Management
  • Process Improvement
  • Interpersonal Communication

Education & Certification

B.Com from Saurashtra University with 55% in 2006 (Regular)

IRDA Composite



Personal Detiails

Date Of Birth : 15th August, 1985

Family  : Parents retired from Government Department

Spouse is a Banker and Working with Pvt Sector Bank. 

Permanent Address : Flat No. F9, NeelDeep Flats, Nr Shubash Chowk, Gurukul Road, Memnagar, AHMEDABAD