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  • A competent professional with experience of 6.5 Years in Retail Branch Banking, Demat Operations, Front Desk, Cross selling, Client Relationship Management, Clearing, Account services in Retail Assets operations-CPU, Retail Portfolio Management- Credit Cards process & Team Management.
  • Currently associated with HDFC BANK LTD, Patna as an Area Process Manager Bihar & Jharkhand.
  • Possesses knowledge of regulatory & statutory requirements & proficient with RBI rules & regulations.
  • Adept at handling quality customer service, organizing process strategies and building long term relationships with various groups & customers.
  • To undertake internal as well as agency audit of various task assigned as per the audit calendar within the target time.
  • Critically review the existing process and procedures during the audit of respective areas and suggest areas of improvement which would enhance controls and simplify process flow.
  • Identify any operational risk areas and escalate to the regional managers.
  • Possess good communication, analytical, analysis, mapping and negotiation skills.

Work experience

Dec 2014Present

Area Process Manager(Bihar & Jharkhand) in Retail Portfolio Management-Cards.

HDFC Bank Ltd
  • Managing 14 locations, about 50 collection executives and 5 agencies of Bihar & Jharkahnd.
  • Conduct location reviews on internal controls and documentation, once a quarter.
  • Conduct vendor audits every month for base locations and once in every two months of spokes location's vendors.
  • Act as an interface to internal, SOX and RIC auditors.
  • Inventory control and management(receipts, Agency I cards & KYC maintenance and reconciliation and control).
  • Recon base publishing, Actual reconciliation of receipt books, inventory validation, EOD reporting, letter documentation, control over issuance, liasioning with vendors and CLMs.
  • Working list validation, Dedupe process, KYC documentation validation, I card purging process, renewal of I cards.
  • Vendor empanelment and exit process. Compliance to outsourcing policy. Innovate better control mechanism into the process function.
  • Training to own team and process re-engineering initiatives.
  • Process & Hygiene control in the region.
  • Managing six ISO certified processes.
  • Responsible of Cheque & Cash batch of hub on daily basis and back-up of regional Cash Batch.
Feb 2012Dec 2014

Process In charge(Retail Assets Operations-CPU)

HDFC Bank Ltd
  • . Migration of process from CPU Chennai to Kolkata as a part of BCP initiative of the Bank.
  • Managing the CPU operations of instalment loan for east region.
  • NOC Issuance of instalment loans & BB loans for entire east location. Blocking & De-blocking of NOCs in system. Foreclosure/cancellation/rebooking of loans in the Finnone.
  • Processing of Branch & phone banking request of NOC.
  • Solving Branch quires over mail. Daily/weekly MIS publishing for entire east. PDC/ECS/SI punching in the Finnone.
  • Meets the agreed TATs for the various centralized services executed from CPU.
  • To review processes of continual basis and bring about process improvements with the objective of TATs, increasing controls, plugging gaps or reducing costs.
  • To ensure timely resolution of customer complaints
Oct 2011Jan 2012

Assistant Manager, Clearing Authorizer

HDFC Bank Ltd
  • Outward Clearing.
  • Inward Clearing.
  • CMS RTGS & NEFT operations.
  • Documents verification for account opening.
Aug 2009Oct 2011

Customer Service Officer

  • Good experience in the role of Customer Service Manager for 2.3 yrs. Management of branch operations like payments, deposits, financial or non-financial transactions to ensure all the transaction are fraud free.
  • Accountable for handing cross-selling of various banking products like Credit Card, Saving account, Current account, General Insurance and Life Insurance.
  • Delivering customized solution to the privileged customers.
  • Proficient in handling quality customer service operations, organizing process strategies and building relationships with various groups.
  • Demat Transactions, transfer of shares, dematerialization and rematerialization of shares on behalf of customers.
  • Worked on Customer Focus Score, Customer service Index, Quality service, Generating Revenue, BSC etc.
  • Adept at performing banking operations effectively & efficiently, coordinating with various branches & managing a variety of branch banking operation Successfully developed the process of selling all products at any counter for customer flexibility-One point contact.
  • Ensured maximum achievements of targets assigned in BSC.
  • Possess strong communication, analytical, analysis/mapping and negotiation skills.
  • Received the regional level award for life insurance.
  • Generated highest amount of Fee Income while dealing in Demat in Bihar. 





Post Graduate Diploma In Banking Operations From IFBI Kolkata



Pailan College Of Management & Technology, Kolkata

Management Honors



Jawahar Navodya Vidyalaya, Vaishali


Technical Skills


Ms-Excel, Ms-Word, Ms-Power Point & Open Office Org.


Core Banking Solution


Core Banking Solution


Complaint & Lead Generation system


Retail Loan Module