Summary

Successful at implementing strategic approaches to drive profitability and sales. Recognized for performance excellence in operations and customer care. Strong ability to drive profits, control costs and achieve continuous process improvement. Successfully motivated, trained and developed team members to drive profitability in highly competitive environment.

Skills
• Customer retention
• Complex problem solving
• Employee scheduling
• Sales planning and
implementation
• Staff training and development
• Staff supervision
• Goal development planning
• Strategies and goals
• Cost analysis and savings
• Operations management
• Data review and analysis
• Audit
• Credit
• Fore

CHIEF GENERAL MANAGER & CUSTOMER EXPERIENCE OFFICER
from Jun’22 till date
STATE BANK OF INDIA | CORPORATE CENTRE, MUMBAI
Heading the CX vertical of State Bank of India. Overseeing several
new initiatives in transforming the Customer Experience journeys in
the bank.
Recognized as an “Inspirational CX Leader-2023” by The
Times Group

2021- 22 : General Manager & Director
Headed the Premier Apex Training Institution of State Bank of India
– State Bank Staff College, an ISO 9001:2015 and an IGBC-Platinum
certified Institution. The primary focus includes Research, Ideation,
and specialized training for the Middle and Senior Management of
the Bank in the areas of Retail Banking, Marketing, Wealth
Management, Cross selling, Advances, Soft skills, Behavioural
Sciences etc.

2020-21 Helmed SBI’s operations in the region of state of Punjab
between 2020-21 as General Manager of the largest Network of SBI
with a Balance sheet size of Rs.1.50 lac Crores.

2019-20 Helmed SBI’s operations in the state of Goa as a Deputy
General Manager (Business & Operations).

2016-2019 Helmed SBI’s operations in the region of Vidarbha
(Eastern part of the state of Maharashtra) as Deputy General
Manager (Business & Operations)

Education
Bachelor of Science: Geology, Physics & Chemistry
• Certified Associate of Indian Institute of Bankers – CAIIB
• Certified Audit & Accounting Professional – CAAP
• Certified Information Systems Banker – CeISB
• Certificate in Prevention of Cyber Crimes & Frauds
• Certificate Examination in I T Security
• Certificate in Information Systems Audit
• Certificate in Digital Banking
• IIBF-Certificate in Anti Money Laundering & KYC
• IIBF Risk in Financial Services
• IIBF Forex Facilities for individuals
• IIBF-Micro, Small & Medium Enterprises
• IIBF-SME finance for Bankers