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Manikandan.S

17, Senthil Nagar, 3rd Cross Street, Kolathur,Chennai – 99

Contact: +91 9940056101; Email: smanikandan_82@yahoo.co.in

Creating customer centric process and values thereby enabling the organization to achieve the goals.

PROFILE

        Dynamic, result oriented and focused banking professional with 8+ years of career success in diverse roles in different banks.

        Core capabilities in setting up new processes, reviewing existing processes and identifying new initiatives to fill in the process gap/ customer expectations, effectively manage resource mobilization & resolving escalations.

        Competent team leader in integrating team efforts to optimize overall productivity.

        Analytical and problem solving skills with good written and verbal communication.

KEY STRENGTH AREAS

Strategic Planning * Project & Process Management * Team Management * Escalations Management                    * Cross Functional Coordination * MIS preparation

KEY ACCOLADES ACROSS CAREER PATH

        Best Performer Award in HSBC Operations.

        Star Award in HDFC Bank.

PROFESSIONAL EXPERIENCE

HDFC Bank       Deputy Manager         Jun 2008 – Jan 2013                                                                                                            

Commercial Card Service Delivery  

        Reviewing all the Commercial credit card related processes on an ongoing basis thereby taking corrective actions.

        Monitoring the volumes against complaints and take initiatives to reduce complaint management

        Monitoring the TAT against each process and benchmarking the service standards against competitors.

        Proactive/reactive customer handling for seamless service delivery.

        Frame proactive rules to identify triggers thereby reducing customer complaints.

        Compliance to regulators and their policies. 

        End to End resolution on corporate customer request/queries on daily basis.

Phone Banking Complaints Desk

        Manage customer complaints across liability products and ensure reduction in complaints by taking initiatives

        Handling escalation calls from customers and resolving them with proper resolution

        Monitoring the Service Level of calls on a daily basis

        Cross selling various products to customers and leads given to respective sales team

HSBC Operations and Processing Enterprise (I) Pvt Ltd [HOPE]        Officer                      Mar’07 – May’08                                                                                  

Cards Operations 

        Monitoring overall functioning of banks third party associate Trayee Business Solutions.

        Handled Credit Card Dispute Desk.

        Quality Check on all maintenance activities.

        Validation and authorizing of Balance Transfer / Cash on EMI request of customers.

        MIS reports to be presented on monthly basis.

ICICI Bank                     Backend Executive                       Mar’06 - Feb 07

Merchant Services

        Worked under a third party of ICICI Bank named Expertus HR Pvt Ltd

        Created Merchant ID and Terminal ID for Merchants.

        End to End monitoring on installation of EDC machine at merchant establishment.

        Resolving merchant queries.

        Support sales team with MIS reports

Standard Chartered Finance Ltd            Officer                      Jan’04 – Feb’06                                                                                                                     

Reconciliation-Central Loan Processing Unit

        Joined as Auditor Assistant and absorbed to SCFL roles

        Gained knowledge in card operations and the business.

        Reconciled various accounts such as Disbursement, PDC and Collections.

        Handled credit card collections receipt audit for south region.

        Monitoring on collection agencies and their agreements with the bank

SOCIAL RESPONSIBILITY

                                                             

        Blood Donor B+

        Trained in Emergency Rescue, First aid

EDUCATIONAL & PERSONAL CREDENTIALS

        1998 - 1999 12^th Don Bosco, Chennai

        1999 - 2002 Bachelor of Commerce [D. G. Vaishnav College, Chennai] 

        2002 - 2004 (Master of Commerce) [D. G. Vaishnav College, Chennai]

Date of Birth                  : 19 Feb 1982

Language Proficiency      : Tamil, English, Hindi & Gujarati

Hobbies                         : Playing Cricket & writing poems

Passport No                   : H8241391

Marital Status                : Married          

                       

        I hereby declare that details furnished above are true to the best of my knowledge and belief

Date:

Place:                                                  

Manikandan.S

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