SUBODH KOOCHIPPALLI
Al Qusais
Summary
To manage the customer service functions of the branch by ensuring delivery of quality service to customers and meeting sales targets. To manage Operations and ensure maintenance of operational controls and regulatory requirements, whilst adhering to Bank’s operating procedures, ethics and code of conduct.
Overview
17
17
years of professional experience
Work History
OPERATIONS & SERVICE MANAGER
RAK BANK
Dubai, UAE
08.2019 - Current
- Ensure that the business is booked as per laid down procedures and guidelines and due diligence is carried out to ensure compliance to money laundering and other regulatory requirements
- Provides specialist information, guidance and advice to customers through the delivery of excellent customer service to resolve customer queries and achieve customer satisfaction
- Identifies and initiate improvements to work, customer service, quality, work processes and organizational matters in order to contribute to business efficiency goals
- Prepares sales plans with direct reports to ensure each relationship is managed according to the customers’ needs and potential, regularly reviewing the customer portfolio to assess future needs to maintain service excellence
- Provides leadership, coaching and support to the team members by setting objectives, evaluate performances, identifying development needs and motivate staff
- Ensures employees are trained on various Banking products and processes to meet the desired levels of customer service while executing all branch business tasks
- Conform to the standards/policies of RAKBANK Quality Management System
- Ensure DSES/ ISO/Service Audit Reports are discussed and suggest ways of improvement toward Service Excellence and service experience for customers
- Carry out all branch administrative tasks and ensure all activities are completed within timescales and with a high degree of accuracy
- Manage branch and optimize cash management to ensure operational efficiency
- Identify and initiate improvements to work, customer service, quality, work processes, and organizational matters in order to contribute to business efficiency goals
- Ensure to train employees to meet the desired levels of customer service while executing all branch business tasks
- Conform to the standards/policies of RAKBANK Quality Management System
- Ensure DSES/ ISO/Service Audit Reports are discussed and suggest ways of improvement toward Service Excellence and experience for customers
- Confirm to the requirements of BCM
- Maintain awareness of the Branch Business Continuity Plan and undertake appropriate training to ensure correct action is taken in the event of an incident or disruption
- Carry out evacuation drill half yearly, i.e., twice a year inclusive of the drill carried out by BCM Team
- Ensure updated BCP escalation matrix, Call tree, emergency contact list are displayed on Branch display board
- Carry out all branch administrative tasks, ensuring all activities are completed within timescales and with a high degree of accuracy, whilst providing excellent customer service, to both external and internal customers, and adhering to all appropriate process and procedures
- Ensure all transactions and other routine processing is done as per laid down operating procedures, processing standards and central bank guidelines and ensure due diligence is carried out with respect to money laundering and other regulatory requirements
- Provide specialist information, guidance and advise to customers through the delivery of excellent customer service with an objective to resolve customer queries and achieve customer satisfaction
- Ensure employees are trained on the job to meet the desired levels of customer service while executing all branch business tasks
- Cross sell products to customers and to ensure the team is actively involved in cross selling to customers
- Monitor the cross sell leads and have each and every member of the team contribute to cross-selling
- Submit KRI’s on quarterly basis
- Ensure proper signage and display of tariff/exchange rate and other regulatory requirements are in place
- Ensure business recovery plans and procedures are current and the staff is conversant of their response during any business disruption and all related preventive measures are in place
- Ensure updated BCP escalation matrix, Call tree, emergency contact list are displayed on Branch display board
- Ensure to achieve set targets in terms of service standards and SQ standards on non-negotiable
- Manage direct report performance and train staff based on training gaps identified
- Forward “Exceptions to Teller allowance report” last week of the month to HR
- Ensure proper handover/takeover has been completed with details of pending issues/documents and all are handed over before proceeding on day off/annual leave.
CASH OFFICER / BACK UP OPERATIONS MANAGER
RAK BANK
Dubai, UAE
02.2018 - 08.2019
- Managing the Teller function and Customer service in the branch to ensure the delivery of quality service to customers, the projection of a professional and warm image, maintenance of operational controls and continuous improvement in operational efficiency
- Managing a team of 8 tellers and 5 customer service staffs
- Ensuring transaction processing standards are met
- Manage and recommend work-flow changes for greater efficiency
- Authorize and approve all financial transactions as per delegation
- Authorize and verify all ATM reconciliation entries and ensure the ATM/EDM are balanced daily
- Jointly replenish the ATM with Head teller and ensure cheques are cleared at regular intervals
- Ensure the ATM/EDM are attended for any maintenance within the SLA
- Monitor the ATMs for any suspicious activity / anti skimming
- Authorize scanned cheque images that are modified and/ or are above the threshold amount
- Ensuring that the branch gets a good audit rating
- Ensuring of good cash management
- Ensuring smooth functioning of clearing in the branch
- Custodian of the main vault
- Custodian of safe custody items- DD`s / Cashier Orders
- Conducting maker-Checker of all back- office transactions
- Reviewer of all sundry / suspense accounts
- Advise Treasury of branch funding / borrowing position
- Interact with central bank and all banks in the U.A.E for inward /outward telex transfers and other matter related to the branch matters
- On 24- hours call duty for ATM and branch security issues
- To take additional responsibilities as and when required by the management
- Control Of Branch Keys and Combination settings & passwords that protect cash & valuable documents
- Ensure to achieve the financial targets and service standards assigned to the branch
- To monitor/review the statistics from QMS for customer wait time and to ensure the TAT is met
- Maintain strict adherence to SLA
- Ensure that all applications for all service requests are input as outlined in process
- To ensure due diligence is performed at the time of account opening in terms of documentation and KYC
- To verify and sign all the reports and registers and ensure proper follow up on pending items are done by the CSOs
- Ensure proper custody and usage of stationary for statement printing
- Ensure weekly/monthly reconciliation of all security items held at customer service
- Customer retention
- Point of reference for customer disputes and problems
- Maintain high level motivation amongst staff
- Plan, manage and keep records for staff training and personal developments and giving feedback to BOM on staff training needs
- Control Staff attendance and discipline
- Plan and manage staff leave programme
- Internal staff training and day to day guidance on the job and coaching
- Maintain the Branch premises
- Regular testing of branch security systems
- Maintain Branch security log
- Ensuring of staff health and safety
- Acting as a branch security warden
- Central point of contact for dissemination of any security info to staff
- Point of contact with Other Branches, Head Office Departments, Dubai Police, and MAF Securicor.
HEAD TELLER
RAK BANK
Sharjah, UAE
06.2017 - 01.2018
- To replenish ATM`s of the branch and pass the reconciliation entries
- Ensure the branch ATM`s are working / in service 24/7
- Attend ATM hardware failures/ Equipment fault and do the needful
- To Jointly remove ATM cheques ,and replenish ATM cash with Operations Manager/Cash officer
- To book ATM overage and shortage as per process and get the same cleared by identifying the respective transaction
- Coordinate with the Diebold Engineer for timely servicing
- Process all the cash transaction that takes place in a bank on a daily basis
- Supervise the CO Tellers and assist them for any queries
- Process all DD & TT /remittance request from the customers within the cutoff time
- Maintain accurate details of each transactions
- Make entries into the banking system as and when they happen
- Tally the full cash amount at the end of each day
- Make reports and submit it to the manager
- Monitor all transactions of the day for AML and report suspicious transactions
- Help the customer get through tedious banking processes
- Help the customer in whichever banking process they need help with
- Bring in new customers to the bank and help with opening their accounts
- Have good relations with the regular customers
- Train new employees.
BANK TELLER
RAK BANK
Sharjah, UAE
07.2012 - 06.2017
- Process all the cash transaction that takes place in a bank on a daily basis
- Work as back up Head Teller and process ATM replenishment and reconciliation entries
- Process all DD & TT /remittance request from the customers within the cutoff time
- Maintain accurate details of each transactions
- Make entries into the banking system as and when they happen
- Tally the full cash amount at the end of each day
- Work as back up Head Teller as and when required
- Monitor all transactions of the day for AML and report suspicious transactions
- Help the customer get through tedious banking processes
- Help the customer in whichever banking process they need help with
- Bring in new customers to the bank and help with opening their accounts
- Have good relations with the regular customers.
TELLER SUPERVISOR (ACTING)
THOMAS COOK-AL ROSTAMANI EXCHANGE
Dubai, UAE
11.2010 - 06.2012
- Supervise a team of Tellers in handling all foreign currencies of the world and sending wire transfer and instant transfer like express money, money gram, National bond, Cash passport – Travel card loading and New card issuance, Wage pay system also handled here (WPS)
- Customer service orientation
- To quote and book rate for all corporate FOREX TT ensuring maximum margin and customer retention at the same time
- Follow the AML guidelines issued by UAE, Central bank and report suspicious transactions
- Smooth operation in the absence of Branch Manager in solving customer complaints and situation handling were some of my key skills that I developed.
MANAGER –FOREIGN EXCHANGE
THOMAS COOK (I) LTD
Dubai, UAE
07.2007 - 10.2010
- Supervise a team of 6 Teller in maintaining both Indian Rupees and Foreign Currencies, Handling bulk Cash Holding for both wholesale and Remittance Department, Frequent bulk foreign Currency pickups from banks and other dealers, Stock Maintenance of Cash, Drafts, and Traveler’s Cheques for the Teller Operations, Customer service orientation, Extensive cash handling experience
- Monitor retail and corporate SWIFT transactions, report suspicious transactions, KYC update for corporate clients
- Strictly follow AML guidelines as per regulations
- Corporate remittance coordinator- Forex dealer to quote and book rates for more than 50 corporate`s in all major currency for cash as well as TT
- Maintenance of Reconciliation of Outstanding Payments, Reporting of Funds Position, Bank Accounts, Currency Intendment, Daily Profit calculation, Turnover Tracking, Revenue, Branch Funds Holding
- Monitor the branch`s transaction for Anti Money laundering and report any STR to the concerned dept
- Conducting Regular Audits and Maintenance of Various other Audit Reporting Files.
Education
Diploma in Tourism Studies -
IGNOU
HIGHER SECONDARY(12TH) -
CARMEL SENIOR SECONDARY SCHOOL, Andaman (CBSE -2004)
LOWER SECONDARY (10TH) -
CARMEL SENIOR SECONDARY SCHOOL, Andaman (CBSE -2002)
Diploma in Computer Application -
TATA INFOTECH
Certificate course from Emirates banking Institute, Sharjah – Compliance Insights in Banks -
Certificate course from Emirates banking Institute, Sharjah – Operational Risk Management. -
CAMS certification –Anti Money Laundering – Preparing -
MBA -
SYMBIOSIS INSTITUTE OF MANAGEMENT STUDIES
01.2014
B.Sc. H & H.A - Hospitality Administration And Management
IHMCT, Chennai(NCHMCT)
04.2007
Languages
English
Hindi
Malayalam
Tamil
Technicalskills - Computingskills
MS-OFFICE (MS Excel, Word, Power Point, and Access) MS DOS. FOS (SAP platform).
Personal Information
- Date of Birth: 10/26/86
- Marital Status: Married
References
SAADYA HASSAN, BRANCH OPS MANAGER, RAK BANK, UAE, +971 505241100
Disclaimer
I hereby declare that the above furnished details are true to the best of my knowledge and belief.
Timeline
OPERATIONS & SERVICE MANAGER
RAK BANK
08.2019 - Current
CASH OFFICER / BACK UP OPERATIONS MANAGER
RAK BANK
02.2018 - 08.2019
HEAD TELLER
RAK BANK
06.2017 - 01.2018
BANK TELLER
RAK BANK
07.2012 - 06.2017
TELLER SUPERVISOR (ACTING)
THOMAS COOK-AL ROSTAMANI EXCHANGE
11.2010 - 06.2012
MANAGER –FOREIGN EXCHANGE
THOMAS COOK (I) LTD
07.2007 - 10.2010
Diploma in Tourism Studies -
IGNOU
HIGHER SECONDARY(12TH) -
CARMEL SENIOR SECONDARY SCHOOL, Andaman (CBSE -2004)
LOWER SECONDARY (10TH) -
CARMEL SENIOR SECONDARY SCHOOL, Andaman (CBSE -2002)
Diploma in Computer Application -
TATA INFOTECH
Certificate course from Emirates banking Institute, Sharjah – Compliance Insights in Banks -
Certificate course from Emirates banking Institute, Sharjah – Operational Risk Management. -
CAMS certification –Anti Money Laundering – Preparing -
MBA -
SYMBIOSIS INSTITUTE OF MANAGEMENT STUDIES
B.Sc. H & H.A - Hospitality Administration And Management
IHMCT, Chennai(NCHMCT)