Pooja Shah
Mumbai
Summary
Obtain High Management position in a reputable organisation. Focus on challenging and rewarding opportunity to achieve success, to enhance & upgrade myself.
A confident banking professional with 20 years of experience in Retail Banking Proficient Product Management Skills Expertise in handling Customer Service, and Business Development A strong leader in managing large team. Excellent verbal and written communication skills Thrive in both independent and collaborative work environment.
Overview
23
23
years of professional experience
Work History
Product Governance
DBS Bank Ltd.
09.2016 - Current
- Ensured full compliance with all regulatory requirements (RBI, IBA, UIDAI, NPCI, SEBI, IRDA) for Liabilities, Payments, and ATM products through proactive monitoring and reporting
- Developed and implemented effective control mechanisms, resulting in the timely closure of audit findings and internal control issues
- Conducted regular control checks, identified areas for improvement, and implemented remediation strategies
- Proactively monitored regulatory changes and legal updates, adapting processes and products accordingly
- Led the review and updating of key policy documents to ensure compliance and securing necessary stakeholder approvals
- Conducted market research and analysis to identify best practices and drive process improvements
- Facilitated cross-functional collaboration through regular regulatory forums and stakeholder engagement
- Managed the timely and accurate submission of all regulatory reporting, meeting stringent deadlines
DVP - Product Manager Savings NTB Portfolio & Heading New Branch Initiative
RBL Bank Ltd.
09.2016 - 09.2021
- Ensuring all New Branches launched are at PAR with the existing branches in terms of productivity within 12 months
- Ensuring all teething issues of the New Branches are resolved in a timely manner
- Provide support to New Branches for Product, Campaigns, Marketing and distribution
- Devise Savings Account Proposition for various Business segments
- Obtained widespread input (internal, customer and market research based) with respect to Savings Accounts products and incorporate into the product strategy
- Responsible for overall Saving Account profitability and competition mapping
- Launch programs and campaigns across channels to increase share of wallet of clients achieving a balance growth
- Carry out marketing initiatives for Savings Account
- Managed to create a complete Customer Life Cycle for engagement at every stage
- Launched the TAB based account opening for Savings & Salary Account
AVP - Product Manager Household Product (Savings, Term Deposits, & Lockers) & Strategic Alliances
RBL Bank Ltd.
09.2016 - 09.2021
- Managing the tie-up with Payment Banks where RBL Bank will act as the partner bank to create the work around for liabilities products as well as drive profitable product portfolio to the Payment Bank customers
- Evaluating Profitability for partnering with newer alliances
- Regulatory – Standardization of Transaction narrations in Pass Book / Statements
- GST implementation – Customer communication, Branch training, liaising with Tax team, FAQs roll out, simplification of process, etc
- Managing & reporting of Government Sponsored Schemes – APY / PMJJY / PMSBY
- Market research and design of new Savings Account Propositions
- Building on the Savings account proposition to help program managers for Corporate Salary segment, Prestige and Premier segments
- Providing system support to various businesses for the launch of new products and channels
- Deciding on the Fixed Deposit rates based on the competition and profitability as compared to FTP
- Cost of funds – timely review and management of funds for Liabilities products
- Designing of various Marketing collaterals – Account Opening Forms, Leaflets, Brocher’s etc – to help the sales team to source accounts
- Designing effective sales strategy and incentive plans
- Constant interaction with various support functions – Operations, Legal, Compliance, HR, Marketing, Ops Risk etc – for bettering the processes and incorporating the regulatory changes in the product
AVP - Customer Service
Axis Bank Ltd.
01.2014 - 04.2015
- Manage a team handling complaints escalated to senior management& PNO
- Conducting its RCA to identify gaps in the services / process / technology
- Launched automated & digitized Pre-filled Form 15G/H for the ease of customers online as well as made available for the branches on a portal for enhancement of customer experience
- Suggest solutions to mitigate the issue by way of changes in existing process / plugging gaps in system / introducing customer education or awareness program
- Analyzing the complaints and presenting the facts to the Board of Directors on a quarterly basis with proposed solutions
- Present the M-o-M performance review of the entire Customer service department (CSD) to the senior management
- Calibration of complaint numbers for all the departments and the reporting of the same to the APEX body as well as in the Annual report of the organization
- Once solution is finalized, to put across a revised process that is implemented at a PAN India level
- Look at the process change management initiatives and new product initiatives based on the complaint analysis
- Conducting training of any new process meant for GRU to various internal teams for a smooth transition
- Creation of ad-hoc reports and presentations for CSD
Branch Manager – Bandra, OLR Branch
Axis Bank Ltd.
11.2012 - 01.2014
- Responsible for supervising the day to day running and the operations of the branch
- Managing and leading a team of tellers, PB’s, loan, insurance, MF & card specialists, to deliver exceptional customer service, whilst at the same time creating a professional, helpful and customer friendly atmosphere for the staff to work in
- Responsible to deepen customer relationships and ensure branch profitability
Operations Head – Sion Branch
Axis Bank Ltd.
10.2007 - 11.2012
- Worked as second in line Branch Banking, was responsible for the branch operations as well as branch sales for Liability, assets & third party products
- Responsible for handling various audits at the Branch
- Ensuring no queue policy is followed at the branch through improved productivity
Deputy Manager
HDFC Bank Ltd.
06.2004 - 08.2006
- Was responsible for the branch operations as well as sales for Deposit Accounts, Loans & Investment products
- Consistent performer in achieving individual as well as branch targets for products like mortgages, loans, cards, deposit account, insurance and other investments products
Customer Relationship Officer – Branch Banking
HSBC
10.2003 - 06.2004
- Was in-charge of the entire front office operations which included account opening & processing of the forms/ demat requests, customer queries & complaints handling, cross selling their party products, keeping track of the deliverables, smooth functioning of branch ATM, etc
Sales Coordinator – Operations
ICICI Prudential Life Insurance Company Limited
08.2002 - 08.2003
- Acted as a one point of contact solution for the entire Bancassurance team with 46 sales professional (ICICI bank, Bank Of India, Allahabad Bank, Punjab & Maharashtra Bank, South Indian Bank, Federal Bank), corporate sales team (PPA) & direct sales team for the entire back office operations and support
Education
PGDBM - Banking & Finance
NMIMS
Bachelor of Commerce -
S.I.E.S College of Commerce and Economics
Skills
- Product Management
- Relationship management
- Channel management
- Branch operations management
- Operational efficiency
Academics And Certifications
PGDBM, Banking & Finance, NMIMS, Mumbai, Bachelor of Commerce, S.I.E.S College of Commerce and Economics, Mumbai University, India, IRDA certified, Anti-Money Laundering and Know Your Customer course from Indian Institute of Banking and Finance, Completed the Employee Performance and Competency Enhancer course from Axis Bank Ltd
Career Brief
A confident banking professional with 20 years of experience in Retail Banking, Proficient Product Management Skills, Expertise in handling Customer Service, and Business Development, A strong leader in managing large team., Excellent verbal and written communication skills, Thrive in both independent and collaborative work environment., Obtain High Management position in a reputable organisation. Focus on challenging and rewarding opportunity to achieve success, to enhance & upgrade myself.
Awards
- Felicitated for Excellence in Branch Operations FY 2012-13 and 2013-14 in Axis Bank
- Felicitated for being the founder member and contributing in ‘Lean at Axis’ initiative to digitize and centralize processes FY 2011 - 12
- Recognition for being superstar performer across products in FY 2013-14
- Received recognition for outstanding performance in Cards FY 2011-12
- Achieved recognition for outstanding performance in Retail Deposit campaign FY 2010-11
- Amongst the top performers in the Mutual Funds target achievement FY 2009-10
- Achieved recognition for being top performer in contribution of Life Insurance FY 2009-10
- Felicitated for being an Exemplary contributor in Life Insurance FY 2008-09
- Amongst the top outstanding performer in General Insurance in FY 2008 – 09
Timeline
Product Governance
DBS Bank Ltd.
09.2016 - Current
DVP - Product Manager Savings NTB Portfolio & Heading New Branch Initiative
RBL Bank Ltd.
09.2016 - 09.2021
AVP - Product Manager Household Product (Savings, Term Deposits, & Lockers) & Strategic Alliances
RBL Bank Ltd.
09.2016 - 09.2021
AVP - Customer Service
Axis Bank Ltd.
01.2014 - 04.2015
Branch Manager – Bandra, OLR Branch
Axis Bank Ltd.
11.2012 - 01.2014
Operations Head – Sion Branch
Axis Bank Ltd.
10.2007 - 11.2012
Deputy Manager
HDFC Bank Ltd.
06.2004 - 08.2006
Customer Relationship Officer – Branch Banking
HSBC
10.2003 - 06.2004
Sales Coordinator – Operations
ICICI Prudential Life Insurance Company Limited
08.2002 - 08.2003
Bachelor of Commerce -
S.I.E.S College of Commerce and Economics
PGDBM - Banking & Finance
NMIMS
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