1. SWASATA CHOUDHURY
Mobile: +91-84206 37444
E-mail: swasata.choudhury@gmail.com
Seeking assignments in Retail Banking, Business Development, Branch
Administration & Operations, Liability Product Management and Client
Relationship Management
SNAPSHOT
PGDBM with 12 years of experience in the areas of Banking Business Development and
Operations Management, Client Servicing & Team Management in the banking sector.
Currently serving Yes Bank as Branch Service Delivery Leader – Branch Banking
at Prince Anwar Shah Road branch in Kolkata. Hands on experience in managing
operations and sales & achieving desired goals. Managing customer centric banking
operations & ensuring customer satisfaction by achieving delivery & service quality
norms. Proficient in selling a wide range of banking products and achieving business
targets. Excellent communication, relationship management, team building skills with
dexterity in mentoring and managing teams. Possess a flexible & detail oriented attitude.
ORGANIZATIONAL EXPERIENCE
Current Role: Yes Bank Limited, Kolkata
 Branch Service Delivery Leader Since October 2015
Previous Roles:
IndusInd Bank Limited, Kolkata
 Deputy Branch Manager July 2013 – October 2015
ICICI Bank Limited, Kolkata
 Deputy Branch Manager May 2011 - July 2013
 Regional Quality Manager July 2008 - April 2011
 Branch Operations Manager December 2007 - June 2008
 Customer Service Manager April 2005 - November 2007
KEY DELIVERABLES
Team Management
 Leading & monitoring the performance of Branch Service Partners to ensure
enhanced productivity.
 Creating the right environment at branch level by focusing on higher levels of
customer satisfaction by providing on the job training to branch staff.
 Monitoring the quality of welcome calling being done by Branch Service Partners.
 Identifying & implementing strategies for increasing efficiency in customer service.

2. Banking Operations Management
 Ensuring compliance with statutory requirements laid down under different Acts
governing Banking regulations; preparing and maintaining requisite documentation of
the same.
 Monitoring front-end operations for Savings, Current & Fixed Deposits.
 Involved in Cash Management for branch as well as extending priority banking
services.
 Liaising with Government Departments and Regulatory Authorities and ensuring
compliance.
 Generating MIS reports; other correspondences to provide feedback to top
management on branch performance for service and audit parameters.
Business Development
 Framing result-oriented business generation plans & policies for attainment of pre-
designated profitability/revenue estimates.
 Concentrating on targeted institutional accounts and individual clients for
ameliorating the business turnover levels, in comparison with competitors.
 Identifying new viable avenues to augment business generation through marketing
activities and catchment visits.
 Monitor the quality of NTB (New to Bank) sourcing done by Relationship Partners,
Relationship Manager and Branch Service Partners.
 Analyzing various MIS reports to plan strategies aimed at maximizing business
output at the branch level, monitoring and controlling deposit inflows and outflows.
Client Relationship Management
 Aiming at achieving 100% FTR (First Time Right) for Account Opening without any
rejections.
 Managing High Net Worth client servicing & and ensuring customer satisfaction by
achieving delivery & service quality norms.
 Building, nurturing & maintaining healthy, cordial mutually beneficial business
relationship with customers.
 Providing value added customer services, attending customer queries and issues,
handling customer grievances.
 Aiming at NIL escalations and customer complaints.
PROFESSIONAL ACHIEVEMENTS
ICICI Bank -
 Successfully achieved branch target of 5.5 kgs of gold sale during Dhanteras 2012
 Maintained the highest average customer service (Focus) scores in West Bengal zone
for the branch in FY 2012-13
 Special Appreciation for business in Insta Card Segment from September 2011 to
December 2011
 Have been part of various projects aimed at cost optimization, enhanced productivity
and profitability; implementation of technology enabled services at branch
 Enabled North East and North Bengal zone to be at Number One in customer service
in FY 2008-09
 Successfully accomplished individual target of Rs. 50 Lacs for 390 days Fixed Deposit
Scheme in the month of August 2006

3. PROFESSIONAL ACHIEVEMENTS
IndusInd Bank -
 Number 1 Manager Operations in Fee Income business from April - November 2013
 Certificate of Appreciation for exemplary customer service for the month of July 2014
ACADEMIA
 PGDBM (Marketing and Human Resource) from EIILM, Kolkata in 2005 (Secured
73.9%)
 BA (International Hospitality Management) from Robert Gordon University,
Aberdeen, U.K in 2003 (Secured 58%)
 Diploma in Hotel and Catering Management from Institute of Advanced
Management, Kolkata approved by AICTE in 2003 (Secured 61%)
 Diploma in Hospitality Management from Educational Institute of the American
Hotel & Lodging Association, Michigan, USA in 2003.
 Class XII from B. D Memorial Institute, CBSE Board in 1999 (Secured 57.2%)
 Class X from B.D Memorial Institute, CBSE Board in 1997 (Secured 59.4%)
ACADEMIC ACHIEVEMENTS
 Won Gold Medal for Best All Round Performance in Academics, Sports and Extra
Curricular Activities in PGDBM programme.
 Won Gold medal for securing Highest Aggregate Marks in 'Culture, Food and
Hospitality' in Degree programme.
COMPUTER PROFICIENCY
MS Office, Open Office, Internet, CRM, Finacle (Version 10.2) and Flexcube
PERSONAL VITAE
Date of Birth : October 20, 1982
Marital Status : Married
Address : Flat 1/D, Mandar Apartments,
194 A, N.S.C. Bose Road, Kolkata – 700047
Languages Known : English (S/R/W) Hindi (S/R/W)
Bengali (S/R/W) Assamese (S)
Elementary French (S/R/W)