Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Jacintha Vaz

Dubai,UAE

Summary

Experienced Banker with over 8+ years in banking industry. Excellent reputation for resolving problems and improving customer satisfaction. Works to increase success through effective work strategies and customer service. Shares excellent banking knowledge to achieve results. Highly skilled at analyzing financial data and implementing strategies to maximize profits. Seeking to leverage my expertise to advance the goals of a dynamic banking institution.

Overview

9
9
years of professional experience
2
2
years of post-secondary education

Work History

Deputy Manager – Banking Health & Process Controls

Axis Bank -Citi Bank Retail was taken over by Axis
Mumbai, India
03.2023 - 10.2023
  • Developed organizational policies for internal controls.
  • Streamlined processes to improve and optimize office operations.
  • Created weekly performance reports, analyzing and interpreting data to improve day-to-day business operations.
  • Rectified faults and defects using root cause analysis.
  • Drafted corrective action plans following root cause analysis.
  • Identified cost saving opportunities by analyzing financial trends.

Assistant Manager - Consumer Business Support Unit

Citi Bank
Mumbai, India
08.2022 - 03.2023
  • Performed training and development programmes to maintain exceptional service levels.
  • Addressed customer issues calmly and professionally, delivering quick, successful resolutions.
  • Monitored and reviewed financial controls, processes and procedures to enable best practice development.
  • Managed timely, accurate reporting of financial transactions and information for detailed analysis by conducting a thorough due-diligence on high-risk and unusual transactions.
  • Completed Customer Due Diligence (CDD) for HNI customers.
  • Reviewed compliance banking regulations & codes of conduct.

Assistant Manager –Citi phone officer

CitiBank
Mumbai, India
02.2018 - 08.2022

January 2021 – August 2022
Promoted to Assistant Manager (C09)

  • Transaction monitoring, KYC checking, and quality review.
  • Anticipated clients' existing and future needs, implementing solutions to meet requirements.
  • Handled customer inbound calls and aimed to maintain exceptional service levels on each call.
  • Trained staff on best practices to achieve optimal productivity.
  • Addressed customer issues calmly and professionally, delivering quick, successful resolutions.
  • Identified and developed new business opportunities, expanding existing client bases.
  • Retained customers with multi-channel engagement strategy.

Senior Executive (C05) - Citiphones - Citibank Mumbai

February 2018 - December 2020

  • Handled 100 customer support queries daily inbound calls.
  • Supported continuous improvement initiatives, collecting customer feedback to inform future business processes.

Front Desk Service Officer (Branch Banking)

Axis Bank
Mumbai, India
05.2017 - 12.2017
  • Met liability acquisition targets by leveraging new customer accounts.
  • Reviewed performance metrics to identify process improvements.
  • Built customer bases through cold calling and referral conversions and Responsible to drive the key component for the bank like usage of the digital assets, increasing number of deposits.
  • Opened customer accounts and provided smooth onboarding services and provided financial advice, resolved client queries, and guided clients on bank products and services.
  • Monitored financial markets to recommend suitable client products to increase the bank's profitability by cultivating new business.
  • Responsible to drive income through cross-selling of allied
    products and services i.e. loans, insurance, lockers, forex, cards, MF.

NRI Relationship Manager & Service Officer

Kotak Mahindra Bank
Mumbai, India
11.2014 - 05.2017
  • Assisted NRI customers, served as a service officer, handled
    walk-in customer service requests, and upsold/cross-sold
    banking products.
  • Proactively contacted clients to secure contract renewals.
  • Converted leads with consultative sales approach and developed pipeline of prospective clients.
  • Performed regular SLA reviews with customers, making required revisions.
  • Identified at-risk clients, taking necessary action to maximize retention.
  • Scrutinized clients' business records, finding opportunities to improve.
  • Served as primary point of contact for portfolio mapped clients.

Education

PGDBM IN FINANCIAL MANAGEMENT - FINANCIAL MANAGEMENT

NARSEE MONJEE INSTITUTE OF MANAGEMENT STUDIES
India
06.2019 - 06.2020

Bachelor of Commerce - Commerce

University of Mumbai
Mumbai
06.2013 - 06.2014

HSC (COMMERCE) - COMMERCE

University of Mumbai
Mumbai

SSC -

CARMELITE CONVENT ENGLISH HIGH SCHOOL
Mumbai

Skills

  • Strategic decision-making
  • Communication Skills
  • Strong Rapport Building
  • Highly Organized
  • Client Experience Management
  • Adaptable and Agile
  • Critical thinking and problem solving
  • Finacle & MS Office

Languages

English
Fluent
Hindi
Fluent

Timeline

Deputy Manager – Banking Health & Process Controls

Axis Bank -Citi Bank Retail was taken over by Axis
03.2023 - 10.2023

Assistant Manager - Consumer Business Support Unit

Citi Bank
08.2022 - 03.2023

PGDBM IN FINANCIAL MANAGEMENT - FINANCIAL MANAGEMENT

NARSEE MONJEE INSTITUTE OF MANAGEMENT STUDIES
06.2019 - 06.2020

Assistant Manager –Citi phone officer

CitiBank
02.2018 - 08.2022

Front Desk Service Officer (Branch Banking)

Axis Bank
05.2017 - 12.2017

NRI Relationship Manager & Service Officer

Kotak Mahindra Bank
11.2014 - 05.2017

Bachelor of Commerce - Commerce

University of Mumbai
06.2013 - 06.2014

HSC (COMMERCE) - COMMERCE

University of Mumbai

SSC -

CARMELITE CONVENT ENGLISH HIGH SCHOOL
Jacintha Vaz