NAYNESH KOLAWALA
Mississauga,ON
Summary
Dynamic financial services professional with a robust background in client relations, investment strategies, and comprehensive financial planning. Known for a collaborative approach and adaptability to evolving needs, consistently driving results through innovative solutions. Expertise in risk assessment, portfolio management, and exceptional customer service ensures the delivery of tailored financial strategies that meet diverse client objectives. A dependable team player committed to fostering long-term relationships and enhancing client satisfaction in every interaction.
Overview
7
7
years of professional experience
Work History
Senior Manager – Operations & Customer Service
IndusInd Bank Ltd
01.2023 - 04.2024
- Directed all branch operations, including account openings, transaction approvals, and AML compliance.
- Resolved escalations and delivered tailored banking solutions to enhance client satisfaction.
- Implemented training and development programs to strengthen team performance and collaboration.
- Championed adoption of digital banking platforms to improve engagement and efficiency.
- Maintained documentation accuracy and ensured full audit readiness.
- Built and nurtured client relationships, driving retention and referral growth.
- Spearheaded process improvement initiatives, resulting in increased efficiency and reduced operational costs.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
Manager – Operations & Customer Service
Axis Bank Ltd
03.2019 - 01.2023
- Oversaw branch management and transaction processing while upholding risk management protocols.
- Handled complex customer inquiries and escalations to ensure superior service delivery.
- Educated clients on loan products, mutual funds, and digital banking solutions, ensuring regulatory compliance.
- Partnered with cross-functional teams to identify process improvements and optimize operational workflows.
- Ensured documentation accuracy and maintained audit readiness.
- Educated clients on financial products, enhancing understanding and engagement in personal finance.
- Conducted thorough risk assessments to align investment strategies with client risk tolerance.
- Met with customers to assess needs, financial status, and eligibility.
Airline Customer Service Agent
Air Canada & PAL Airlines
09.2024 - Current
- Provide comprehensive passenger support, including check-ins and baggage handling, in strict adherence to safety protocols.
- Manage bookings and customer data using Amadeus and Amelia systems.
- Coordinate flight schedules and communicate with ramp agents, crew, and dispatch to ensure seamless operations.
Head Cashier (Part-time)
The Bargain Shop
07.2024 - 08.2025
- Delivered exceptional customer service by greeting guests and ensuring a positive shopping experience.
- Managed daily cash operations, including secure fund handling and end-of-day reconciliation.
- Processed orders and payments accurately through POS systems while ensuring proper cash management.
- Maintained workstation setup and replenished stock of food, paper products, and condiments.
- Trained and mentored new staff on service excellence and operational procedures.
Education
Bachelor of Commerce ( B.Com.) - Computer Applications & MS Office
Veer Narmad South Gujarat University
INDIA04.2004
Diploma - Computer Applications & MS Office
COMPED Computers
INDIA01.2006
Certified Trade Finance Officer -
Indian Institute of Banking And Finance
INDIA01.2024
Skills
- Banking & Compliance: Branch Operations, Risk Management, AML/KYC, Regulatory Compliance, Audit & Documentation, Financial Transactions, Loan Products, Mutual Funds, Investment Products
- Customer Service & Sales: Client Relationship Management, Escalation Handling, Problem Resolution, POS Systems, Digital Banking Solutions, Sales & Business Development, Cross-functional team leadership
- Leadership & Operations: Staff Training & Development, Team Collaboration, Operational Efficiency, Process Improvement, Amadeus & Amelia Systems Financial reporting and analysis, Cash flow management
Languages
English
Full Professional
Timeline
Airline Customer Service Agent
Air Canada & PAL Airlines
09.2024 - Current
Head Cashier (Part-time)
The Bargain Shop
07.2024 - 08.2025
Senior Manager – Operations & Customer Service
IndusInd Bank Ltd
01.2023 - 04.2024
Manager – Operations & Customer Service
Axis Bank Ltd
03.2019 - 01.2023
Bachelor of Commerce ( B.Com.) - Computer Applications & MS Office
Veer Narmad South Gujarat University
Diploma - Computer Applications & MS Office
COMPED Computers
Certified Trade Finance Officer -
Indian Institute of Banking And Finance
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