AJITABH SURENDRAN
Permanent Address: ‘Saketh’, P.O. Chelembra, Malappuram DT, Calicut, India Pin – 673634, Kerala, India
Contact: +971-553665190 (UAE), + 91-9847649592 (India) / +91-4942402021 E-mail: ajitabhsurendran@yahoo.co.in
BANKING OPERATIONS / BRANCH ADMINISTRATION / CUSTOMER SERVICE
Seeking senior level assignments in Banking Operations/Administration with organizations of high repute
PROFILE
 Talented, profit driven and highly empowered professional with significant experience 0f more than 13 years in diverse
areas encompassing Retail Banking , Branch Banking, Branch Operations/Administration, Process Management, Business
Development, Statutory Compliance, Continuous Improvement, Customer Servicing and Banking Products/Services .
 Hands on experience in handling cash transactions/ operations including implementing risks management policies
monitoring & controlling mechanisms, procedures & systems to detect transactions outside established parameters.
Dexterity in formulating and implementing Operations Manual/Processes and adherence to Statutory Compliances
with the ability to relate theory with practice;
 Adroit in performing all banking operations effectively & efficiently, coordinating with various branches & managing a
variety of branch banking operations.
 Supervising customer service operations for rendering & achieving quality services. 
 Proficiency in monitoring various banking operations and maintaining long-term customer relationships through the
provision of high quality service.
 Keen business acumen in understanding financial requirements coupled with adequate experience in establishing risk
mitigation and internal control policies for effective risk management.
 An assertive manager with strong aptitude in developing and leading highly effective work teams; possess
outstanding motivational abilities to facilitate attainment of strategic goals and bottom line objectives, monitor attrition
by continuous mentoring of the team members, as well as maintain TAT, quality, productivity and behavioral aspects of
the Team.
Professional Forte
Branch Operations  Branch Administration  Customer Service  Wealth Management  Team Management  Business
Development
CAREER CONTOUR
MASHREQ BANK , DUBAI , UAE Aug’11- Feb’19
Senior Counter Service Manager
 Spearhead efforts across handling entire spectrum of functions pertaining to management of Current Account
Deposits, Savings Account Deposits, Term Deposits, Handling Clearing, Cash, Cash Management Services, Demand
Draft, Remittance, ATM, Instant Cheque book and Card printing machines, KEY Maintenance and custodian of
deliverables.
 Accountable for Internal audit, ensure adherence to process, monitor office account and branch administration.
 Develop and maintain healthy and cooperative working environment within organization by assisting and coordinating
with others time to time to ensure smooth flow of business operations.
 Contribute towards making branch grow as a profit centre also ensuring compliance with statutory/ regulatory
requirements specified under different acts governing banking regulations while being vigilant and alert on any possible
frauds and risks.
 Provide continuous feedback to Branch Operations on process adherence and any observed inconsistencies at the
counter through Branch Monthly Exception Reporting Mechanism.
 Adhere to all policies and processes to ensure an acceptable risk rating of the counter area by Audit. Report deviations /
exceptions to concerned authority as per standard practice recommended by the Business.
 Manage customer centric Banking Operations and ensured healthy business relationships with high net worth and
corporate clients, thereby high customer satisfaction by providing them with complete support.
 Mentor and motivate team members to facilitate target achievement. Implement systems to monitor and track the
productivity of branch staff members; identify areas of potential improvement and develop skills accordingly.
 Streamline general administration by scrutinizing flaws and developing a cooperative working environment.
IDBI BANK, INDIA
Service and Operations Manager Feb’10-Jul’11
Supervising Branch Operations, Merchandising, Administration, Vendor Management, Service and Audit compliance.
DHANALAKSHMI BANK, INDIA
Branch Operations Manager Oct’09-Jan’10
Supervising Branch Operations, Merchandising, Administration, Vendor Management, Service and Audit compliance.
ICICI BANK, INDIA
Customer Service Manager – NRI Services (Kozhikode Branch) Aug’08-Sep’09
Customer Service Manager Dec’05-Jul’08
 Responsible for managing the branch profitability, ensuring high quality service and customer relationship
 Generated business and cross sales all banking product like Mutual Fund, Insurance, Fixed Deposit, Trading Account, Credit Card etc.
 Conducting smooth handling of departments like account opening, cash, clearing, remittance, domestic bill clearance and jewel loan lending.
 Dealing with CRM related software (Finacle CRM) for customer query resolution with a separate team and giving inputs to corporate office.
 Produced customized business development thrust to acquire and retain HNW and corporate accounts.
 Pivotal role in allocating staff responsibilities, providing knowledge transfer/training to staff members and monitoring suspense accounts & all office accounts at the end of the day
 Provided personalized services to high profile clients to ensure their continued patronage.
 Ensured maintenance of accurate & authentic accounts and high level of service delivery to maximize customer satisfaction. Complied with all applicable statutory provisions to ensure hassle free business operations.
 Ensured Branch Audit and Compliances are as per Banking rules, Regulations and Procedures and Compliance.
 Responsible for increasing the GL and Fee Income of the Branch and ensuring that all Audits take place smoothly and all statutory requirements by law applicable to the branch are met appropriately, wherever applicable.
 Handled complaints and reviewed branch operations reports within stipulated timeframe
 Credibility in creating relationships with major clients and customers through portfolio management coupled with proven capability in managing customer centric banking operations while adhering to KYC guidelines.
 Identified areas for improving and enhanced customer service initiatives through implementation of feedback received from them; successfully handled escalated issues and provided resolution within the defined TAT and SLA across all services.
 Ensured best in class customer service and customer delight experience to the customer across the counter.
Achievements:
 Supervised ICICI, IDBI and Mashreq Bank branches to achieve satisfactory external audit ratings.
 Extensive knowledge of Finacle and Flexcube banking applications.
 Spearheaded & Supervised Migration from BANKSYS and Mosaic to Flexcube in Mashreq Bank.
 Nominated to the talent pool of ICICI Bank during Nov 2008.
 Selected for ICICI Bank Service Excellence Award 2008-2009
 Occupied regional topper with respect to fee income generation during financial year 07-08 and 08-09 consecutively.
 Accredited with TOP rating in PMS- Performance management System of ICICI BANK for FY 2006-07, 2007-08 and 2008-09 consistently. EDUCATIONAL CREDENTIALS
M. Com. in Banking, 2007
Annamalai University (Distance Education), Tamil Nadu, India
MBA in Finance & Marketing, 2005
Nehru College of Management, Bharathiar University, Tamil Nadu, India
Bachelor of Commerce, 2003
PSMO College, Calicut University, Kerala, India
Computer Proficiency
Microsoft Office, Windows and Internet Applications
Certifications
 IIBF Certification in AML & KYC, NSE Certified Market Professional –Level 1, PGDCA
 CAIIB, Post CAIIB Certification in Retail Banking, Financial Advising Date of Birth: 1st December, 1982
Languages Known: English, Malayalam, Hindi and Tamil
References: Available on Request