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PALLABI ROY
Mobile: +91 8800894719 ~ E-Mail: pallruli@gmail.com
Seeking Middle Level assignments in Risk Analyst Affairs with a growth oriented organisation.
Professional Profile
 A dynamic professional with over 6 years of extensive experience in handling banking related affairs.
 Presently with ICICI Bank Ltd, Delhias the Deputy Branch Manager, Assistant Manager Band-II, looking after
Customer Service, Branch Operations, Compliance & Risk Management and Sales & Business
Development.
 An effective communicator with exceptional relationship management skills & adept at maintaining cordial
business relations clients/customers.
Work Experience
February 10  Till Date ICICI Bank Ltd Customer Service Manager, Assistant Manager Band II
Accountabilities:
 Customer Service
 Looking after full operations of the Branch including day to day routine Banking.
 Maintain wait time within predefined limit.
 Achieve C-FACT scores as per the predefined targets for each parameter such as first contact resolution,
nil critical request, FCRM quality scores, FCRM TAT scores, FOCUS score for branch, zero escalation.
 Implementation of CIC guidelines  in line with Khayaal Aapka philosophy.
 Verification of Vouchers
 Handling Gold Loans, Remittance and Conversions
 Strengthening of Customer Relationships.
 Locker records and recoveries
 Compliance & Risk Management
 Ensure error free processing of all transactions and cash balancing, as per prescribed guidelines and
relevant circulars for cash, covering all requests as mentioned above as per operation manual.
 Ensure adherence to intra day cash limits at all cash counters.
 Looking for Audit and compliance of the Branch by timely generating various reports
 Sales & Business Development
 Achieve number and value targets for OTC products (FD, Gold etc)  both NCA and ERV.
 Generate leads across products and pass the lead to PBS & Sales team for fulfilment through SFA for
conversion.
 Cross selling the Wealth Management Products Mutual Funds, Life Insurance Products, General
Insurance.
Major Highlights:
 5S Champion.
 Supervise counters and monitor zero wait time.
 Raising SRs with zero percent quality errors and monitoring SR TAT.
 Update customers on status of requests.
 Follow customer service mantras .
 Resolve potential escalations/complaints pertaining to work area.
 Handle sensitive cases/ service requests e.g. deceased claims, frauds etc.
 Authorisation of all transitions as per authorization matrix before customers transactions is completed
and customer leaves CSOs counter.
 Daily generation, checking and reconciliation of reports like cash, inventory, gold, forex, deliverables,
pending office accounts, accounts in debit balance etc.
 Locker operations.
 Monthly surprise verifications as per schedule by DBM.
 Inwards clearing validations through cheque referral system.
 Maintenance of registers related to cash transactions, gold coins and branch keys.
 Proper recording, delivery of customers returned deliverables, unbanked cheques and returned cheques.
 Working on Finacle Core Banking Solution version 7.0 and 10x.
Growth Path:
February 10  March12 : Customer Service Manager, Assistant Manager Band I.
April12 - September14 : Customer Service Manager, Assistant Manager Band II.
October 14 till date : Deputy Branch Manager, Assistant Manager Band II.
SCHOLASTICS
PGDB in Banking and Insurance Manipal University 2009-2010.
Centre for Development of Advanced Computing (C-DAC),IACSD, Pune 2008-2009
Bachelor of Engineering in Computer Technology Yeshwantrao Chavan College of Engineering 2004-08.
HSSLC Ramanuj Gupta Junior College of Science and Arts, Silchar, Assam 2003.
AISSE Delhi Public School, Dhaligaon 2001.
CERTIFICATIONS
Association of Mutual Funds of India (AMFI)  certified 2009.
National Securities Depository Limited (NDSL)  certified 2009.
Programming Languages: C, C++, ASP.NET, C#, VB.NET
Database: ORACLE 9i
STRENGTH
 Human Oriented and Adaptive
 Positive Attitude
 Supportive Family
INTEREST & HOBBIES
 Singing and Listening music
 Reading Fictions
 Gardening
PERSONAL DOSSIER
Date of Birth : 20th January 1985
Gender : Female
Marital Status : Married.
Present Address : 218 KD Block Pitampura New Delhi-110034.
Declaration: I hereby declare that the above mentioned information is true and best to my knowledge.
Place: New Delhi
Pallabi Roy

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Pallabi Roy cv

  • 1. PALLABI ROY Mobile: +91 8800894719 ~ E-Mail: pallruli@gmail.com Seeking Middle Level assignments in Risk Analyst Affairs with a growth oriented organisation. Professional Profile A dynamic professional with over 6 years of extensive experience in handling banking related affairs. Presently with ICICI Bank Ltd, Delhias the Deputy Branch Manager, Assistant Manager Band-II, looking after Customer Service, Branch Operations, Compliance & Risk Management and Sales & Business Development. An effective communicator with exceptional relationship management skills & adept at maintaining cordial business relations clients/customers. Work Experience February 10 Till Date ICICI Bank Ltd Customer Service Manager, Assistant Manager Band II Accountabilities: Customer Service Looking after full operations of the Branch including day to day routine Banking. Maintain wait time within predefined limit. Achieve C-FACT scores as per the predefined targets for each parameter such as first contact resolution, nil critical request, FCRM quality scores, FCRM TAT scores, FOCUS score for branch, zero escalation. Implementation of CIC guidelines in line with Khayaal Aapka philosophy. Verification of Vouchers Handling Gold Loans, Remittance and Conversions Strengthening of Customer Relationships. Locker records and recoveries Compliance & Risk Management Ensure error free processing of all transactions and cash balancing, as per prescribed guidelines and relevant circulars for cash, covering all requests as mentioned above as per operation manual. Ensure adherence to intra day cash limits at all cash counters. Looking for Audit and compliance of the Branch by timely generating various reports Sales & Business Development Achieve number and value targets for OTC products (FD, Gold etc) both NCA and ERV. Generate leads across products and pass the lead to PBS & Sales team for fulfilment through SFA for conversion. Cross selling the Wealth Management Products Mutual Funds, Life Insurance Products, General Insurance. Major Highlights: 5S Champion. Supervise counters and monitor zero wait time. Raising SRs with zero percent quality errors and monitoring SR TAT. Update customers on status of requests. Follow customer service mantras . Resolve potential escalations/complaints pertaining to work area.
  • 2. Handle sensitive cases/ service requests e.g. deceased claims, frauds etc. Authorisation of all transitions as per authorization matrix before customers transactions is completed and customer leaves CSOs counter. Daily generation, checking and reconciliation of reports like cash, inventory, gold, forex, deliverables, pending office accounts, accounts in debit balance etc. Locker operations. Monthly surprise verifications as per schedule by DBM. Inwards clearing validations through cheque referral system. Maintenance of registers related to cash transactions, gold coins and branch keys. Proper recording, delivery of customers returned deliverables, unbanked cheques and returned cheques. Working on Finacle Core Banking Solution version 7.0 and 10x. Growth Path: February 10 March12 : Customer Service Manager, Assistant Manager Band I. April12 - September14 : Customer Service Manager, Assistant Manager Band II. October 14 till date : Deputy Branch Manager, Assistant Manager Band II. SCHOLASTICS PGDB in Banking and Insurance Manipal University 2009-2010. Centre for Development of Advanced Computing (C-DAC),IACSD, Pune 2008-2009 Bachelor of Engineering in Computer Technology Yeshwantrao Chavan College of Engineering 2004-08. HSSLC Ramanuj Gupta Junior College of Science and Arts, Silchar, Assam 2003. AISSE Delhi Public School, Dhaligaon 2001. CERTIFICATIONS Association of Mutual Funds of India (AMFI) certified 2009. National Securities Depository Limited (NDSL) certified 2009. Programming Languages: C, C++, ASP.NET, C#, VB.NET Database: ORACLE 9i STRENGTH Human Oriented and Adaptive Positive Attitude Supportive Family INTEREST & HOBBIES Singing and Listening music Reading Fictions Gardening PERSONAL DOSSIER Date of Birth : 20th January 1985
  • 3. Gender : Female Marital Status : Married. Present Address : 218 KD Block Pitampura New Delhi-110034. Declaration: I hereby declare that the above mentioned information is true and best to my knowledge. Place: New Delhi Pallabi Roy