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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 12th 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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