Prabhpal Kaur
Brampton
Summary
Branch Operations Manager with over 8 years of expertise in banking operations, known for pioneering strategies that enhance operational efficiency and customer satisfaction. Demonstrates strong leadership and regulatory compliance skills, having successfully managed branch operations across leading financial institutions. Passionate about leveraging innovative solutions to drive fraud prevention and elevate client service standards. Recently opted for Canadian Securities Course (CSC) and course is in progress. i have Strong skills working with business applications/technology, including Microsoft Office Suite
and also have High quality time management and organization skills
I Demonstrated skills in providing world-class client service that will come across as professional, warm, and friendly to our clients
I have Exceptional verbal and written communication skills
Overview
8
8
years of professional experience
1
1
Certification
Work History
Branch Operations Manager (Manager Grade)
Kotak Mahindra Bank
08.2024 - 09.2025
- Managed branch operations, compliance, and daily transaction activities.
- Supervised teams, monitored teller activities, and ensured smooth branch functioning.
- Strengthened fraud prevention and internal audit processes. Streamlined branch operations, enhancing compliance protocols and achieving measurable improvements in transaction efficiency.
- Analyzed customer feedback to identify service gaps, implementing targeted training that elevated customer satisfaction scores.
- Mentored staff on compliance best practices, cultivating a knowledgeable team that consistently met regulatory standards.
- Maintained rigorous documentation standards and compliance checks, ensuring all operations met regulatory requirements without exception.
- Optimized branch workflows, enhancing operational efficiency and significantly reducing transaction processing times.
- Implemented a new customer feedback system, leading to actionable insights that improved service quality and increased client retention.
- Maintained existing client accounts and identify opportunities to contact clients. I was responsible for managing timelines and key dates for accounts to help ensure clients feel supported by our team.
- Respond to client inquiries in an understanding and time-efficient manner (account transactions, requests, account documentation, account reporting, etc.).
Branch Relationship Officer → Branch Operations Manager
Axis Bank
03.2020 - 08.2024
- Joined as Branch Relationship Officer at Deputy Manager grade and promoted to Branch Operations Manager in 2023.
- Oversaw branch operations, reconciliations, and customer relationship management.
- Supported fraud risk monitoring and credit card/investment operations. Streamlined branch operations, enhancing efficiency and significantly improving customer service response times.
- Fostered strong relationships with clients, resulting in improved customer loyalty and higher retention rates.
Assistant Manager (Teller Operations)
HDFC Bank
05.2017 - 03.2020
- Handled teller operations, cash management, and account servicing.
- Ensured compliance with internal banking policies and delivered excellent client service. Streamlined teller operations to enhance cash handling efficiency, leading to noticeable gains in transaction speed and customer satisfaction.
- Conducted regular audits of cash management processes, ensuring compliance and safeguarding assets while minimizing discrepancies.
- Maintained accurate records of transactions and account activities, ensuring financial integrity and adherence to banking regulations.
Education
Master of Business Administration -
Guru Nanak Dev University
AMRITSAR01.2016
Bachelor of Business Administration -
Guru Nanak Dev University
AMRITSAR01.2014
Skills
- Banking operations management
- Branch Management (Expert)
- Investment Products (Expert)
- Team Leadership (Expert)
- Client Retention (Expert)
- Audit Management (Expert)
- Compliance (Expert)
- Customer Relationship (Expert)
- Process Improvement (Expert)
Certification
- Certifications
- IRDA Certified
- AMFI Module V Certified
- AMFI Module VI Certified
- IFIC in progress
Languages
English
Full Professional
Punjabi
Full Professional
Hindi
Full Professional
Timeline
Branch Operations Manager (Manager Grade)
Kotak Mahindra Bank
08.2024 - 09.2025
Branch Relationship Officer → Branch Operations Manager
Axis Bank
03.2020 - 08.2024
Assistant Manager (Teller Operations)
HDFC Bank
05.2017 - 03.2020
Master of Business Administration -
Guru Nanak Dev University
Bachelor of Business Administration -
Guru Nanak Dev University
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