Manuj Sharma
Bandra, Mumbai
Cell: (91) 9619084024 /
Maharashtra, India
Email: manuj_shrm@yahoo.co.in
BUSINESS PROFILE
Accomplished manager with the vision and leadership insights to strategically plan, direct and control
company operations to capitalize on emerging business opportunities with eight years of professional
experience; spanning across Retail Banking, Branch Operation & Wealth Management. A proven track
record of achieving good audits, contribute to increased branch balance sheet and control company
operation through trusted relationships and strategic management of multiple divisions.
ACCOMPLISHMENTS
Awarded & Qualified for International Tour Convention 2012 winner for Best teller Supervisor.
Awarded & Qualified for Domestic Tour Convention 2012 winner for achieving the highest Score “Score
100 Ki Or”
Awarded & Qualified and Attended International Tour Convention 2011 winner; as awarded for achieving
the highest Score “Score 100 Ki Or”
Awarded for “Outstanding effort on improving services & operations” July – Sep, 2010, by Retail banking
head, HSBC
Awarded for “Outstanding improvement on service levels & operations for teller team” , July – Sep 2009,
by Retail banking head, HSBC.
Awarded for highest guest referral of INI across country – It is been recognized and displayed by the
entire center’s ACE poster of HSBC Bank for Sep.
Awarded for “Third Best seller of over the counter product across country”2008.
Awarded for “Best Costumer Service provider” , 2008, by Country Head, HSBC
Awarded for “Best Costumer Service provider” , 2007, by Country Head, HSBC
Yes Bank Management have selected my profile for doing surprise audit in the other branches of the
region and appreciated by the zonal head for good control in branch operation.
Exceeded goals and expectations in providing breakthrough leadership and build partnership to support business
growth and able to increases the branch balance sheet by 500 percent.
AREAS OF EXPERTISE
Executive Leadership
 Handling a Team of officers include Teller staff, Welcome desk, customer service desk. Job
profile involved supervising the team to achieve the sales target along with the operational control
as per the Audit requirements.
 Working as a backup branch manager, responsible for sales and service of branch.
Business Growth and Development
 Prospect, identify and recommend suitable high profitability acquisition that would add value to
corporate bottom line while maintaining the integrity and reputation of the organization as a
whole.
 Building & Maintaining healthy business relations with major clientele, ensuring maximum
customer satisfaction by achieving performance delivery & quality norms
 Initiate appropriate actions to minimize risks and align performance goals with business targets
 Leading & monitoring the performance of team members to increase operational accuracy levels,
ensured error free transactions & efficiency in sales
 Active participation in Bank Sales activities, include but not limited to; referrals, branch meetings,
and sales contests
Operational Management
 Operational Process Development
 Managing Clearing and DDS vendors to promote efficient delivery of services to customers.
 Oversee day to day transactions of teller team in a high quality manner so as to provide superior
client service with minimal service problems
 Manage & Mitigate business / Operational risk
 Assist with Risk Management practices to include management of Teller differences, losses and
Teller errors
 Cross sell bank products and services including OTC products
Customer Relationship Management
 Attending to investors/Clients (Individual/Corporate Clients) concerns, complaints & undertaking
steps for effectively resolving them and maintaining cordial relations with customer to sustain the
profitability of the business..
PROFESSIONAL EXPERIENCE
Yes Bank
Axis Bank
Hong Kong & Shanghai Banking Cooperation Ltd. (HSBC)
HDFC Bank Ltd.
YES Bank
Senior Manager (Branch Service Delivery Leader)
Back up branch manager
Mumbai
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Currently
2 Months
6 years
1.2 years
Feb’13 to Currently
Responsibility
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Managing Branch operation and responsible for delivery of superior quality service by adhering to
corporate, regulatory and management guidelines.
Monitor and support Branch security.
Responsible for all required training sessions for Compliance. Maintain adequate controls to ensure
compliance with consumer protection regulations in a defined area of responsibility. Implement bankdirected changes relating to regulatory amendments.
Leading & monitoring the performance of team members to increase operational accuracy levels,
ensured error free transactions & efficiency in sales.
Axis Bank
Senior Manager Front Desk
Mumbai
Nov’12 to Feb’13
Responsibility
 Managing Front Desk operation including all retail banking operations .
 Servicing and resolution of customers queries.
 Lobby management.
 Upselling& Cross sell of bank product and provide regular market information to customers with
superior customer service.
 Acquire,develop and strengthen relationship with current account customers through effective
relationship management.
Hong Kong & Shanghai Banking Corporation Ltd. (HSBC)
Manager Teller (Manager Branch Operation)
Mumbai
Indore
Oct’11 to Nov’ 12
Mar’ 09 – Sep’ 11
Responsibility
 Handling the front office teller functions of the banks by leading the teller operator's team
 Handling the functions relating to cash management of treasury and ATMs of the bank
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Generating exception reports and controlling the variances
Handling movement of keys in the branch amongst the key custodians.
Monitoring account in excess reports and handling mid day clearing by taking decision on cheque to
be returned and honoured.
Ensuring cost to be reduced to minimum by monitoring and controlling income and expense
schedules/vouchers.
Responsible for branch profit and loss account. Ensuring and implementing measures to increase the
revenue and control the cost..
Keeping the tellers and front office ready for audit all the times by random and surprise checking of
the processes to be followed.
Keeping control of Limit letters to be issued to all the teller staff including manager's with transaction
approval rights.
Monitoring suspicious transaction reporting (STRs) and crime investigation reports (CIRs) for internal
as well as external frauds.
Handling a Team of officers which compromises of Teller staff, Welcome desk, Demat officers,
Branch officers. Job profile involved being a Vault custodian, authorizing teller transactions,
supervising the teller activities, maintaining cash vault registers, as per Audit requirements.
Authorizing Demat transactions and supervising of customer requests processing.
Monitoring, reconciliation and reporting of all branch suspense accounts (Cash / Cheque), reviewing
Start of day (S.O.D) and End of the Day reports (E.O.D).
Ensure smooth functioning of Branch operations daily, Branch Administration and supervision of Branch
Merchandising. Achieving branch cost budget, profitability and ensuring Excellent Audit ratings
Hong Kong & Shanghai Banking Corporation Ltd. (HSBC)
Customer Service Officer
Jaipur
Jan’ 07 – Mar’ 09
Responsibility
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Ensure high level of customer service through effective service delivery which would include: Smooth
conduct of bussiness operations, efficient customer service and grievancesp, identifying and
implementing initiatives to reduce customer awaiting time, monitoring customer service scores on an
ongoing basis and driving improvements in there scores
Acted as a one stop shop for various banking products and all customer queries.
Account opening – CASA, TD, NR, Demat, Salary Account etc. Strengthening of existing CASA
relationships through cross selling of products like Lockers, TD, Loans etc.
Sale of TPP like Insurance – Traditional & ULIP, Mutual Funds and SIP by referring leads.
Maintaining control on full time locker operations as an custodian carried out as per the laid down
procedures. Audit and operational responsibility
Maintain branch hygiene standards by ensuring that all marketing and promotional material are
correctly displayed and latest brochures are always available.
HDFC Bank
Teller Operator
Delhi
July’ 05 – Jan’ 06
Responsibility
 Responsible to Handel Cash Transaction, issuance of Drafts & teller related activities.
 Provide professional client service, which includes, but is not limited to: performing accurate
transactions, greeting the client, smiling, using the client's name during the transaction, and thanking
each client for business
HDFC Bank (Roles of ADFC)
Banking Associate
Delhi
Nov’ 04 – Jun’ 05
Responsibility
 Handling Demat Desk, including processing of instruction like DIF, IDD, DRF, Pledging De Pledging
of securities, demat and trading account opening along with cross selling of other products of the
bank
EDUCATION
BCA (Computer Science)
Diploma in Business Management
NCFM Depository Module Certified
2003
AIMA, 2010
COMPUTER COMPETENCIES:
Currently working on Flexcube
Knowledge of HSBC universal banking system (HUB) and CRM package of HSBC Bank.
Internet Applications Microsoft Office: Excel, Windows XP & PowerPoint
Cell: (91) 9619084024 / Email :manuj_shrm@yahoo.co.in
DOB: January 13, 1981