Summary
Overview
Work History
Education
Skills
Certification
References
Languages
Affiliations
Timeline
Generic

GRISHM SHARMA

Saskatoon,SK

Summary

Dedicated and Business-conscious individual offering over 10 years working as financial professional with outstanding relationship-building and problem-solving skills. Driven to exceed expectations and operate effectively in fast-paced, high-pressure environments. Self-motivated team player adept at cultivating partnerships and building lasting relationships across all demographics and management levels. Dynamic and reliable with exceptional customer service and communication skills.Demonstrating sound judgement and extensive knowledge of employee coaching and mentoring.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Assistant Vice President- Dedicated Service Advisor

Bank of America N.A
, India
05.2016 - 05.2022
  • Provide advisory support to top tier (Platinum and Gold) clients on cash management and trade services
  • Liaise with Sales, Product, Compliance, KYC (Know Your Client), AML (Anti Money Laundry), Implementation and Operations teams to build a collaborative environment through active and spontaneous communication.
  • Coordinate across Regional/Global locations to support Client Solutions
  • Proactive service reviews /presentation with clients to enhance delivery and identify opportunities for revenue maximization and client retention
  • Monitor key metrics and performance indicators for clients; escalate for proactive resolutions
  • Manage & strengthen operational relationships to forecast and customize service delivery models
  • Participating in the development of short and long-range client service enhancement strategies that drive client delight and revenue growth
  • Incident Management - operate across Risk functions to manage, mitigate and eliminate Operational and Regulatory Risk.
  • Trained, developed and supervised team of 6 employees.
  • Supported senior leadership by reviewing and prioritizing strategic initiatives.

Service Relationship Manager

Citibank
, India
09.2012 - 05.2016
  • Managed a portfolio of approximately 600 commercial/retail banking clients
  • Handled service/sales related queries pertaining to banking, deposits, mutual funds, credit cards and Demat Accounts for Citi gold and Citi Private Clients in the branch
  • Assisted clients regarding their Trade & FEMA related queries related to import payments, A2 payments, Annex 6, FCGPR etc
  • Approved cash and non cash transactions processed from the tellers
  • Ensured a successful audit rating for the branch at the time internal /external concurrent audit.
  • Maintained service levels by meeting expected deadlines
  • Supervised and provide training to branch personnel’s and act as Branch Service head designate at times when required
  • Built & maintained healthy relations with customers for increasing business profitability.
  • Generated new leads through various prospecting methods, presenting opportunities to sell services and build larger client base.

Relationship Manager

HSBC Bank
, India
01.2012 - 09.2012
  • Managed a portfolio of 120 SME clients and handling their day to day banking requirements
  • Handled issues /queries related to cash management, trade, bank guarantees and regulatory filings etc which are been dealt in appropriate manner and ensured the right product is provided to the client basis his requirement
  • Focused on scoping assets products (Packing credit, cash back lending) apart from the liability products
  • Ensured the targets met along with customer satisfaction

Business Service Manager

HSBC Bank
, India
03.2010 - 12.2011
  • Handled the portfolio of 600 SME clients wherein all discrepancies in regards to Trade, RTGS/NEFT, FCGPR, clearing of cheques are communicated and ensured proper resolution of the same
  • Worked closely with the service support functions and provided relevant inputs towards improvement of existing processes and development of new process
  • Scrutinized client’s requests and ensured accurate transaction processing through different departments
  • Educated clients regarding the change in RBI guidelines

Client Service Analyst

The Royal Bank of Scotland
Dubai, UAE
11.2007 - 12.2009
  • Resolved customer’s escalated complaints via phone / e-mail / letters that can be turned into potential complaint and ensure timely resolution for the same (3 working days)
  • Handled & solved enquiries & escalated complaints received from Branches, Phone Banking and other front end
  • Coordinated with different departments / branches of the bank - Central Operations, Sales, Retentions, Credit, Collections, Investments, Remittances, Marketing, and Priority Department of the bank to resolve customer query
  • Ensured that responses are received from concerned units in two days
  • Rendered feedback to clients’ basis responses received from other departments & assured customer satisfaction
  • Maintained service levels by meeting expected deadlines
  • Forwarded MIS to concerned department i.e
  • Operations, accounts services, sales, etc mentioning the error committed by them so that the same cannot be repeated
  • Analyzed client’s data in order to check eligibility for loan/credit cards
  • Approved /declined customer’s dispute forms before raising the same with visa /master international
  • Collected customer feedback regarding the services rendered to them and pass it on to higher management

Customer Sales Assistant

Wilkinson Hardware Limited
Coventry, United Kingdom
10.2005 - 01.2007
  • Responded to customer questions about products and services.
  • Promoted exceptional levels of customer service by asking open-ended questions and assisting clients on sales floor.
  • Identified customer needs and presented value-added solutions to secure sales.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Advised customers on promotions, sales procedures and strategies for maximizing results from company products.

Education

MBA - Business Administration (Finance)

Coventry Business School, Coventry University
United Kingdom
09.2006

BBA - Business Administration

Jagannath International Management School, Guru Gobind Singh Indraprastha University
05.2005

Bachelor of Commerce -

School of Correspondence, Delhi University
05.2005

Diploma - Business

Jagannath International Management School, University of Cambridge
04.2005

Skills

  • Policy Compliance
  • Strong Organizational Skills
  • Customer Service Management
  • Team Leadership
  • Administrative Management
  • Process Improvements
  • Business Strategy Creation
  • Financial Analysis and Planning
  • Originality and Creativity

Certification

NSE Academy Certified Market Professional (NCMP)

DOEACC ’O’ Level Computer Course, Sadit InfoTech, Delhi, India

References

References available upon request

Languages

Hindi, English
First Language
Hindi
Proficient
C2
English
Proficient
C2
Punjabi
Upper Intermediate
B2

Affiliations

· Global recognitions (Gold and Silver awards) given by Bank of America on superior client service and reducing manual transactions

· Awarded as Best Service Relationship Manager (Jan’13) within North India by Citibank

· Awarded as Best Employee (Q4, 2008) in RBS (UAE) for showing exemplary performance in the field of Consumer Banking

Timeline

Assistant Vice President- Dedicated Service Advisor

Bank of America N.A
05.2016 - 05.2022

Service Relationship Manager

Citibank
09.2012 - 05.2016

Relationship Manager

HSBC Bank
01.2012 - 09.2012

Business Service Manager

HSBC Bank
03.2010 - 12.2011

Client Service Analyst

The Royal Bank of Scotland
11.2007 - 12.2009

Customer Sales Assistant

Wilkinson Hardware Limited
10.2005 - 01.2007

MBA - Business Administration (Finance)

Coventry Business School, Coventry University

BBA - Business Administration

Jagannath International Management School, Guru Gobind Singh Indraprastha University

Bachelor of Commerce -

School of Correspondence, Delhi University

Diploma - Business

Jagannath International Management School, University of Cambridge

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