Pavan Balasaria

About Pavan Balasaria

With a career dedicated to banking operations and retail branch management, my role at Standard Chartered Bank has honed my expertise in fostering long-term customer relationships and ensuring operational excellence. As a Client Service Manager, my focus is on delivering superior service across South and East India, underpinning the bank\'s commitment to customer satisfaction.Supporting and assisting a robust team of 70 Branch Relationship Managers and 7 Team Leaders, we have successfully managed customer requests and queries, ensuring timely resolution and adherence to compliance standards. Our team\'s dedication to process improvement and tracking of customer complaints has been pivotal in maintaining the bank\'s reputation for excellence in client servicing.

Experience

1. Branch Operations Manager Juhu Branch

   Standard Chartered

   Mar 2025 — Present · Maharashtra, IN

   Accountabilities:Approve daily transactions for selected products as applicable (e.g. travellers cheques, cashiers orders, currency exchange, merchant services, safe boxes) as well as transactions exceeding specified teller limits Manage Service Delivery observe queue time and length; act as needed to capacitize serving counters and/or managing customer traffic. Ensure that branch premises are maintained to the specified standard. Manage or recommend workflow changes for greater efficiency, improve turnaround timeMonitor customer satisfaction survey ratings, net promoter score or any other survey/ feedback ratings taken from customers and ensure continuous improvement if below benchmark, sustain and better-quality serviceReconciliation and Compliance Activities which may typically include:o Dual control of Cash functionso Control of Security stationary, deliverableso Review of processing entries and voucherso Follow-up with customers for returned deliverables as applicable (e.g. cheque-books/ cards/ Pins/ Combi packs, etc)o Review of reconciliation proofs for daily control as well as surprise audit proofingo Preparation of service quality and productivity management reports and other regulatory returnso Rectification of internal control issuesEnsure satisfactory ratings in all internal/external audits conducted at the branchEnsure compliance to all Operations health documents like KCD/KRI/OPS manual, process notes and circulars issued from time to time. Perform regular KCS checks mandated. Mandatory reporting of KRIs and teller productivityEnsure timely and accurate submission of all returns both internal and statutory for sales and serviceEnsure a proper control of Keys, combination settings and passwords that protect cash & valuables.Ensure accurate and timely processing of all customer instructions as per applicable processes/ circulars.

Education

• St. Xaviers High School, Jamangar

  X, commerce

  1991 — 1992

• Sardar Patel University

  Bachelor of Commerce (B.Com.), Commerce

  1994 — 1997

• St. Xaviers High School, Jamangar

  XII, Commerce

  1993 — 1994

• Bhavan's Ahmedabad

  Post Graduate Diploma in Marketing & Sales Management, Sales and Marketing

  1997 — 1998

Skills

• Customer Acquisition
• Team Motivation
• Compliance Management
• Liability
• Asset Management
• Operations Management
• Retail Sales
• Complaint Management
• Wealth Management Services
• Branch Banking
• Retail Banking
• Customer Service
• Customer Experience
• Loans
• Wealth Management
• Banking
• Branch Handling
• Team Management
• Management Information Systems (Mis)
• Team Leadership
• Financial Audits
• Cross Selling
• Long-Term Customer Relationships
• Customer Relations
• Relationship Management
• Branch Operation