SHAHANA SAYYED
Dubai - Residence Visa
Summary
Results-driven Banking Professional with 13 years of experience in branch operations and customer relationship management. Expertise in driving sales growth through KYC/AML compliance and operational optimisation. Proficient in financial analysis, credit management, and project oversight, with a track record of exceeding compliance and service quality targets.
Overview
12
12
years of professional experience
3
3
Languages
Work History
Branch Operations Manager
HDFC Bank Ltd
Mumbai, India
11.2022 - 08.2026
- Oversaw daily operations of the branch, maximising efficiency and service quality to customers.
- Optimised branch revenue through streamlined processes and enhanced service delivery.
- Managed a team of 25 staff, providing training and development to improve performance.
- Developed high-performing teams to consistently exceed goals, drive revenue and expand markets.
- Addressed customer complaints with prompt resolutions, maintaining high retention rates.
- Developed customer service protocols, significantly improving client satisfaction scores.
- Coordinated with HR to recruit, onboard, and mentor new employees, enhancing team capabilities.
- Fostered a culture of continuous improvement, encouraging innovation and feedback from staff.
- Conducted regular audits on branch operations, identifying and rectifying discrepancies.
- Managed risk assessments and compliance checks, adhering to legal and regulatory standards.
- Implemented risk management procedures to minimise losses and safeguard assets.
- Ensured organisation adhered to regulations and internal standards through regular reviews. with regulations and internal requirements.
- Developed strategies for cross-selling products, resulting in a 20% increase in sales.
- Controlled expenses and allocated financial resources to reach budget goals.
- Leveraged financial data and forecasts to set clear operating budgets.
- Prepared and presented reports on branch performance to stakeholders, highlighting successes and areas for development.
- Analysed financial reports to monitor branch performance and implement cost-saving measures.
- Monitored market trends to align branch services with customer needs and expectations.
- Evaluated market conditions and competitor activities to adjust strategies and maintain competitive edge.
- Negotiated contracts with vendors and suppliers to optimise costs and ensure quality service.
- Coordinated community outreach initiatives to strengthen branch public engagement and enhance its reputation.
- Built strong community relations to enhance the branch's reputation and customer base.
- Built successful business culture focused on performance optimisation and goal attainment.
Branch Operations Manager
Kotak Mahindra Bank Ltd
Mumbai
07.2014 - 11.2022
- Ensured unwavering compliance with all banking regulations and internal policies.
- Monitored and reported branch performance against financial and operational targets, driving accountability and strategic adjustments.
- Optimized tracking procedures, significantly reducing error rates and consistently achieving high audit ratings, including 'Well Controlled' and 'Five-Star Process Visit Audit'.
- Devised and executed innovative strategies to cultivate customer loyalty and drive sales growth.
- Led branch personnel through comprehensive training, mentoring, and performance development, including monitoring, evaluation, coaching, staffing, scheduling, prioritizing, and delegating assignments.
- Identified the root causes of customer complaints and implemented corrective actions by coordinating with internal stakeholders for issue rectification.
- Automated manual reports and activities to enhance existing process metrics and quality, thereby achieving company and departmental goals.
- Advanced from Service Officer (Teller) to Branch Operations Manager, demonstrating comprehensive understanding of branch banking.
Education
Bachelor - Commerce
Mumbai University
Mumbai03-2014
SSC Qualification - High School
Divine Child High School
Mumbai03-2009
HSC Qualification - University of Mumbai
Tolani College of Commerce
Mumbai01-2011
Skills
- Financial Management
- Risk Management
- KYC and AML compliance
- Compliance & Protection
- Account Analysis
- Revenue Generation
- Sales Focus
- Business Development
- Cross Selling Products
- Cross-selling strategies
- Marketing Planning
- Customer Relationship Management
- Relationship Management
- Customer Experience
- Customer Satisfaction
- Customer Resolution Oriented
- Team Management and Development
- Strong Leadership
- Ability to Work in a Team
- Service orientation
- Relationship-building
- Cross-selling strategies
- Compliance & Protection
LANGUAGES
English - Fluent
Proficient
C2
Hindi - Fluent
Proficient
C2
Urdu - Fluent
Proficient
C2
INTERESTS
Reading Books, Listening to Music, Singing Song
Timeline
Branch Operations Manager
HDFC Bank Ltd
11.2022 - 08.2026
Branch Operations Manager
Kotak Mahindra Bank Ltd
07.2014 - 11.2022
Bachelor - Commerce
Mumbai University
SSC Qualification - High School
Divine Child High School
HSC Qualification - University of Mumbai
Tolani College of Commerce