Surej Jacob Varghese

Operations Associate

Ernakulam, Kerala, India19 yrs 8 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Proven track record in banking operations and compliance.
Expert in managing teams and enhancing customer satisfaction.
Strong ability to navigate regulatory challenges.

Stackforce AI infers this person is a Banking Operations Expert with a strong focus on compliance and customer service.

Contact

Skills

Core Skills

Team ManagementRegulatory ComplianceBranch Banking OperationsCustomer Service

Other Skills

BankingSupervisory SkillsAbility to Manage RelationshipDecision-MakingSalesMarketingLife InsuranceBancassuranceRetail Banking

About

As an experienced professional with a proven track record in sales, operations, and compliance, my objective is to utilize my skills and expertise to contribute to the success of a dynamic organization. I am seeking a challenging role in which I can demonstrate my ability to analyze complex situations, develop innovative solutions, and lead teams to achieve ambitious goals. I am looking for an opportunity to leverage my valuable experience to navigate challenges and meet objectives while maintaining the utmost integrity and adhering to regulatory guidelines.

Experience

Esaf bank

Cluster Head Operations

Feb 2020 – Present · 6 yrs 2 mos · Kochi, Kerala, India · On-site

Joined as Senior Manager Grade II in Feb 2020 and got promoted into Chief Manager Grade – Branch Operations in April 2023.
Responsibilities-
Guided, trained & handheld branch staff including staff handling branch operations to ensure execution of the processes in compliance with
regulations & policies of regulatory bodies & the Bank.
Enabled operational staff to ensure the highest customer satisfaction through cent percent compliance with processes.
Acted as a single point contact for the branches to support them with their operational activities
Coordinated with Cluster Heads and Branch Heads to ensure the smooth functioning of the bank's operations and business
Conducted process adherence checks and provided hand-holding support to the team to improve operational performance
Conducted branch visits and prepared process adherence check reports for monthly review.
Identified training needs for the team and initiated training programs based on results of process adherence.
Ensured effective liaison between the branches and Head Office departments.
Ensured that regulatory and mandatory orders are adhered to by the branch staff.
Ensured Bank staff are aware of the latest regulations by the regulatory bodies including RBI.
Trained Branch Staff on regulatory circulars from RBI or other statutory bodies.
Maintained the highest standards of professional conduct, ethics, integrity, and control in the execution of daily operations.

Team ManagementBankingRegulatory Compliance

Axis bank

Branch Operations Manager

May 2013 – Jan 2020 · 6 yrs 8 mos · Kochi, Kerala, India · On-site

Senior Manager –Branch Operations Head
Responsible for administration of the branch by overseeing daily operations like cash, clearing, transfer, Electronic Clearing Service
(ECS)/Real-time gross settlement systems (RTGS)/National Electronic Funds Transfer (NEFT), Cash Deposit (CD), Fixed Deposit Receipt
(FDR), account opening & customer service with a team of Tellers and CSOs.
Handles Internal and External Audits, provides data, and oversees audit queries.
Ensures resolution of customer complaints/ issues within the prescribed TAT.
Reviews Branch Operations reports, vault register & tracks exceptional transactions- Anti Money Laundering - AML alerts and ensures
compliance with banking rules, regulations & procedures.
Accountable for the lead generation of Current Accounts and Savings Accounts - CASA through the CSOs and Tellers.

Supervisory SkillsBranch Banking OperationsCustomer Service

Icici bank

3 roles

Customer Service Manager - Wealth Management

Sep 2011 – Aug 2012 · 11 mos · On-site

Owning the client and ensuring a superior level of customer service as manifested in minimal customer complaints.
Being proactive, customer-focused and understanding clients transaction needs
Ensure an adequate understanding of banks products & processes. Keeping update with new product/process developments
Acknowledging receipt of customer service request with communication of expected TAT for service delivery
Ensuring customer service requests tendered prior to branch cut-off are processed on same day. Informing clients and reporting authority in case of delays proactively
Ensure use of pending folders for documents not processed at day end with knowledge of reporting authority
Engaging with customers on a regular basis.

Wealth Manager

Nov 2010 – Aug 2011 · 9 mos · On-site

Monitor and address HNI clients banking and Investment requirements
Use financial acumen and investment expertise to review a clients personal data, align clients need through superior service, seamlessly align service delivery for enhanced experience; thereby helping the client reach short term and long term investment goals
Focus on business development across liabilities, assets & fee to sustain and achieve growth in relationship value, revenues & improved client stickiness
Achievement of product-wise targets and cross selling products as per the demographic, lifestyle and risk profiling
Formulate outbound and inbound sales plan to acquire new HNI Clients for increasing customer base of the portfolio
Conduct risk profiling of all mapped clients and showcase investment products as per the Client risk profile
Ensuring client contactability at all times through updation of latest contact details in all necessary systems.
Regular contact with all mapped clients through weekly / monthly calls
Resolution of queries for all managed clients within TAT specified

Customer ServiceRegulatory Compliance

Customer Services Manager - Retail Branch Banking Operations

Oct 2010 – May 2013 · 2 yrs 7 mos · On-site

Specialized Desk - Resolution Desk
Teller Authorizer – responsible for cash handling at Branch.
Cross sales of products.
Following up with the different departments for the escalations cases and ensuring
complete client satisfaction.
Handling Cash Balance, Withdrawal, Deposit of
Cash and Cheques, Writing Daily Cash Book.
One point contact for all service matters for mapped base of 930 HNI customers.
Handling Locker Facility, HNI & NRI Customer Query Desk.
Handling queries of customer's related to savings account, Current account & Demat, Investments for HNI Customers.
Following up with the different departments for the escalations cases and ensuring complete client satisfaction to the HNI Customers.
Application systems handled at ICICI Bank: I-Core Finacle, FCRM, I view, I Sense, Integra, Invest Ease, SFA.

Icici prudential life insurance company limited

Senior Financial Services Manager Non Sourcing

Jul 2006 – Oct 2010 · 4 yrs 3 mos

Managed a team of 8 Financial Service Consultants in achieving the region target.
Ensure target achievements for respective corporate branches.
Risk and mis-selling analysis
Follow up on the pending issuances.
Assist the location for better conversion.
Arrange for marketing materials.
Improve the quality of business.
Training intervals.
Co-ordinate for RNR activities