Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Hrishikesh Ramphul

Pamplemousses,PA

Summary

Knowledgeable Banker with strong background in managing operations and ensuring consistent customer satisfaction and process delivery Demonstrated ability to lead teams effectively and implement strategic initiatives that enhance operational efficiency. Proven expertise in problem-solving and financial management.

Overview

16
16
years of professional experience

Work History

Branch Manager

Bank One
05.2022 - Current
  • Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
  • Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
  • Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
  • Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
  • Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
  • Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
  • Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
  • Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
  • Increased branch profitability by implementing cost-saving measures and streamlining operational processes.
  • Reduced employee turnover by fostering a positive work environment and offering competitive compensation packages.
  • Ensured regulatory compliance through diligent adherence to industry standards, guidelines, and company policies.
  • Monitored market trends to identify new business opportunities and capitalize on potential growth areas within the community or region served.
  • Utilized data-driven insights to make informed decisions regarding staffing levels during peak seasons thereby maintaining smooth functioning of branch operations.
  • Implemented risk management strategies to minimize potential losses while maintaining a healthy balance between risk and return on investments.
  • Drove cross-selling efforts by collaborating with various departments within the organization to maximize revenues from existing clients.
  • Cultivated lasting relationships with high-value clients, securing their loyalty through exceptional service and advice.
  • Oversaw daily branch operations, ensuring compliance with regulatory standards and maintaining operational integrity.
  • Increased customer satisfaction with personalized banking solutions, tailoring services to meet individual financial goals.
  • Implemented rigorous risk management protocols, safeguarding against potential financial threats.

Elite Relationship Manager

Bank One
03.2020 - 05.2022
  • Built and maintained relationships with new and existing clients while providing high level of expertise.
  • Consistently exceeded quarterly sales goals by cultivating a strong network of professional contacts and referrals.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Achieved goals for sale of bank products and services and exceeded performance metrics for customer service.
  • Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
  • Identified new business opportunities through diligent market research and analysis, contributing to increased revenue growth.
  • Provided exceptional customer service, resolving issues promptly and maintaining client trust throughout the resolution process.
  • Developed targeted presentations for prospective clients, effectively showcasing the value of our services and products.
  • Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
  • Participated in staff meetings to discuss innovative strategies to improve services.
  • Implemented effective communication strategies to maintain ongoing dialogue with clients, fostering long-term partnerships.
  • Coordinated efforts between various departments such as sales, credit assessment, operations teams for smooth delivery of services to clients.
  • Improved client engagement strategies, leading to marked increase in client referrals and network expansion.
  • Delivered personalized client presentations, effectively communicating value proposition of services.
  • Negotiated and closed complex deals with key clients, securing significant revenue streams.
  • Increased client trust and loyalty by providing consistent, high-quality advice on products and services tailored to their needs.
  • Conducted regular review meetings with clients, ensuring their investment portfolios were on target to meet their objectives.

Direct Sales Manager

Bank One
07.2019 - 03.2020
  • Act proactively to changes in customer needs and taste due to changing environment.
  • Do research on customer profile and background in order to propose a solution that meets their needs, interest and requirements customer needs.
  • Build and promote strong, long-lasting customer relationship by collaborating with them and understanding their needs.
  • Setup alliances to compliment sale of credit cards and loans.
  • Liaison and build networks with Product, Ops, Middle, Back office and local regulatory bodies and forums.
  • Handle Complaints / recommendations from customers and ensure that they are addressed professionally and in respect of Complaints Handling Procedures.
  • Ensure that flaws noted by Compliance Division are rectified in reasonable delay and measures are taken to avoid repetition of the discrepancies.
  • Train the Direct Sales Teams on products, process and procedures and make certain that are equipped to deliver expected results.
  • Make sure that Direct Sales staff understand Customer needs and expectations and ensure timely fulfillment.
  • Streamline, simplify and standardize processes to reduce turnaround time.
  • Monitor expenses incurred in respect of Direct Sales Budget and Bank's policy/procedures.
  • Manage, maintain and utilize Bank assets and recourses in a properly manner.

Sales and Service Manager

HSBC Bank
03.2016 - 06.2020
  • Developed a high-performing sales team through effective coaching, mentoring, and performance management.
  • Increased sales revenue by implementing innovative strategies and fostering strong relationships with clients.
  • Streamlined internal processes for increased efficiency, improving overall team performance and productivity.
  • Facilitated collaboration among team members by promoting open communication channels and providing ongoing feedback.
  • Established clear communication channels between sales and service departments to ensure seamless coordination in meeting customer needs.
  • Implemented a comprehensive training program for new hires, reducing onboarding time while increasing employee retention rates.
  • Managed budget allocation for the department, ensuring optimal resource utilization for maximum return on investment.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Managed relationships with regulators, maintaining open lines of communication to ensure transparent operations.
  • Promoted a culture of continuous improvement through ongoing evaluation and refinement of compliance program elements.
  • Mitigated legal risks by proactively identifying gaps in existing policies and recommending improvements.
  • Streamlined reporting processes for improved efficiency in submitting data to regulatory agencies.
  • Led employee relations through effective communication, coaching, training, and development.
  • Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
  • Enhanced team productivity by implementing efficient task delegation and time management strategies.

Home Loan Specialist

HSBC Bank
09.2014 - 02.2016
  • Minimized default risk by thoroughly assessing borrower''s ability to repay loans according to guidelines set forth by government agencies and lending institutions.
  • Increased customer satisfaction by providing expert guidance on home loan products and processes.
  • Educated first-time homebuyers on available resources such as down payment assistance programs or low-interest loans tailored to their unique circumstances.
  • Developed strong relationships with real estate agents, fostering a network of referrals for new business opportunities.
  • Provided support during home inspections, appraisals, and other steps in the mortgage process as needed.
  • Managed multiple loans simultaneously while maintaining high levels of organization and attention to detail.
  • Maintained excellent communication with clients throughout the loan process, addressing concerns and answering questions promptly.
  • Ensured compliance with industry regulations and company policies when processing loan applications.
  • Adapted to evolving industry trends and regulations, ensuring compliance and continued success in the competitive home loan market.
  • Enhanced company reputation by delivering exceptional service that resulted in numerous positive client reviews.
  • Collaborated with underwriters to expedite loan processing, ensuring timely closings.
  • Improved efficiency within the team by sharing best practices and contributing to ongoing training initiatives.
  • Conducted thorough reviews of loan files, identifying potential issues early in the process to avoid delays.
  • Consistently met or exceeded monthly sales targets through effective pipeline management and proactive client outreach.
  • Developed extensive network of referral partners to source new mortgage loan opportunities.
  • Participated in industry events and conferences to build relationships and gain market intelligence.
  • Developed and implemented marketing campaigns to generate new business opportunities.
  • Monitored pipelines to track and log status of loans.
  • Analyzed potential risks and evaluated loan products to identify suitable options for customers.
  • Assisted clients with improving financial health by counseling on issues such as excessive spending and borrowing.
  • Established plans and payoffs for customers' loans, prioritizing control of overall costs.

Personal Banker

HSBC Bank
07.2013 - 09.2014
  • Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
  • Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
  • Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
  • Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
  • Improved customer satisfaction by providing personalized banking solutions and exceptional service.
  • Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
  • Promoted financial products by maintaining excellent service offering knowledge.
  • Exceeded individual performance metrics consistently while maintaining exceptional levels of client satisfaction ratings throughout tenure as Personal Banker.
  • Cross-sold bank products and services to meet customer needs and provide options.
  • Enhanced client retention with proactive follow-ups and timely resolution of account issues.
  • Collaborated with branch team members to achieve monthly sales targets and improve overall performance.
  • Supported managers in implementing operational improvements that increased efficiency across the branch network.
  • Monitored customer accounts to detect irregularities or suspicious activity.
  • Optimized account management practices, leading to improved client retention rates.
  • Achieved recognition for outstanding customer service, setting benchmark for colleagues.
  • Enhanced digital banking adoption among clients with targeted education initiatives.
  • Resolved client disputes with empathy and efficiency, restoring confidence in banking services.
  • Maintained high accuracy in transaction processing, ensuring client trust and financial security.

Bank Officer

SBM Bank
09.2012 - 07.2013
  • Enhanced customer satisfaction by efficiently handling inquiries and providing accurate information on banking products.
  • Assisted customers in identifying financial goals and recommended tailored banking solutions that aligned with their objectives.
  • Developed strong relationships with clients, resulting in increased business and referrals.
  • Consistently met and exceeded sales targets by utilizing effective selling techniques, fostering long-term relationships with clients, and providing exceptional service.
  • Fostered a positive work environment among team members through effective communication and collaboration practices.
  • Contributed to branch growth by identifying cross-selling opportunities and promoting suitable products to customers.
  • Collaborated with various departments to ensure smooth transactions for high-value clients, strengthening client trust in the institution.
  • Supervised branch operations and made continuous improvements in each area.

Direct Sales Agent

HSBC Bank
08.2010 - 12.2011
  • Achieved high customer satisfaction by maintaining a professional and friendly demeanor during sales interactions.
  • Ensured positive customer experiences by resolving complaints swiftly and courteously.
  • Developed strong rapport with clients through consistent follow-up, resulting in increased repeat business.
  • Boosted sales revenue by identifying customer needs and providing tailored product recommendations.
  • Increased referral business through the cultivation of strong relationships with satisfied customers who spread positive word-of-mouth reviews about our products services.
  • Optimized sales strategies by regularly analyzing market trends and competitor activities.

Teller

HSBC Bank
02.2010 - 08.2010
  • Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
  • Disbursed cash and checks accurately while maintaining security of cash drawers.
  • Processed customer transactions promptly, minimizing wait times.
  • Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
  • Assisted customers with account inquiries, resolving issues promptly and professionally.
  • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
  • Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.

Education

School Certificate - English, French, Economics, Accounts, Business Studies, Mathematics

Terre Rouge State Secondary School
Terre Rouge
11-2006

Higher School Certificate - English (General Paper), Economics, Accounts, Business Studies, Law

Open College Educational Programme
Port Louis
11-2008

High School Diploma -

National Institute of Business Management
12-2016

Master - Business Administration- Operations Management

MBA - Operations Management

National Institute of Business Management
11-2020

Skills

  • Operations management
  • Project management
  • Performance monitoring
  • Customer relationship management
  • Strategic planning
  • Relationship building
  • Staff management
  • Sales strategy development
  • Compliance monitoring
  • Quality management processes
  • Risk assessment

Additional Information

Previous Roles:

  • Customer Service Team Leader- Airmate Ltd.
  • Project Coordinator- Intelenet Global Solutions Ltd.
  • Customer Service Team Leader- Teleforma Mauritius Ltd
  • Customer Service Representative- Teleforma Mauritius Ltd

Timeline

Branch Manager

Bank One
05.2022 - Current

Elite Relationship Manager

Bank One
03.2020 - 05.2022

Direct Sales Manager

Bank One
07.2019 - 03.2020

Sales and Service Manager

HSBC Bank
03.2016 - 06.2020

Home Loan Specialist

HSBC Bank
09.2014 - 02.2016

Personal Banker

HSBC Bank
07.2013 - 09.2014

Bank Officer

SBM Bank
09.2012 - 07.2013

Direct Sales Agent

HSBC Bank
08.2010 - 12.2011

Teller

HSBC Bank
02.2010 - 08.2010

Master - Business Administration- Operations Management

School Certificate - English, French, Economics, Accounts, Business Studies, Mathematics

Terre Rouge State Secondary School

Higher School Certificate - English (General Paper), Economics, Accounts, Business Studies, Law

Open College Educational Programme

High School Diploma -

National Institute of Business Management

MBA - Operations Management

National Institute of Business Management

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Hrishikesh Ramphul