Swati Sharma
Auckland
Summary
Goal-oriented Team Manager dedicated to meeting team performance objectives and achieving set targets. Offering 16+ years of extensive leadership experience in Banking. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Superb oral and written communication skills paired with excellent time management and leadership abilities.
Overview
18
18
years of professional experience
Work History
Team Manger Virtual Digital Banking
HDFC Bank Ltd.
10.2017 - 10.2023
- Virtually assisted customer in setting up their banking requirements and advising about various products (personal loans, insurances & credit cards) that would suit their circumstances.
- Responsible for managing team portfolio of 32000 plus customers and ensuring growth in numbers while maintaining existing customers.
- Evaluated employee performance on monthly basis and coached and trained 15 team members, increasing quality of work and employee motivation.
- Established and maintained performance, quality and service standards for professional customer care.
- Recruited and trained high-performing team members, maintaining optimized customer service.
- Implemented training programs to maximise team member development and potential.
- Aligned team goals and objectives with organizational strategy, aiding business growth.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanour by staying calm when addressing unhappy or angry customers.
Assistant Sales Manager
HDB FINANCIAL LTD.
10.2008 - 09.2017
- HBL is an associate engaged in providing a Bank (HDFC BANK) with direct sales support for certain products and is accounted for by equity method in the Consolidated Financial Statements of the Group
- Assisted sales team with completing customer transactions and managing issues.
- Developed sales strategy based on research of consumer buying trends and market conditions.
- To meet business objectives of the channel taking sessions and trainings to meet the new initiatives and expectations
- Daily updates dissemination on the floor and ensure that the agents are briefed on the same
- Regular feedback sessions for imparting and sharing correct and effective ways of call handling and to increase productivity.
Lead Operations Team
IBM DAKSH
09.2005 - 10.2008
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Analyzed department metrics and performance and reported findings to management.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Conducted root cause analysis in deficient areas to identify and resolve issues.
- Preparing and presenting management reviews and complying with targets and guidelines set in such reviews.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
Education
MBA - Human Resources
Sikkim Manipal University
Bachelor of Arts - Sociology Honours
Punjab University
ChandigarhSkills
- Performance Coaching
- Customer Service
- Complaint Resolution
- Process Improvement
- Team Development
- Performance Tracking and Evaluation
- Teamwork and Collaboration
- Customer Relationship Management
Hobbies and Interests
Music, Travelling, Cooking
Timeline
Team Manger Virtual Digital Banking
HDFC Bank Ltd.
10.2017 - 10.2023
Assistant Sales Manager
HDB FINANCIAL LTD.
10.2008 - 09.2017
Lead Operations Team
IBM DAKSH
09.2005 - 10.2008
MBA - Human Resources
Sikkim Manipal University
Bachelor of Arts - Sociology Honours
Punjab University
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